Can I cancel my order?
Once you have received a confirmation email from us of your order you are bound to it & our agreement to fulfil your order. You may email us to confirm if your order has been processed or not. If it has not been processed, at our discretion we may agree your cancellation request. If your order has been processed or dispatched then under no circumstances will we agree to cancellation.
Cancellation of Preorder items
We allow a 24 hour window for cancellation of pre-order items. Once this window has elapsed you are bound by the order as we have placed the order on behalf of you with the manufacturer.
Most of our preorder items are made to preorder so they are made & purchased specifically based upon your order request. Regrettably we cannot accept, returns, refunds or exchanges on these items.
How long does it take to process my order?
It can take upto 2-3 days to process your order however in some instances it may be slightly longer due to busy periods, public holidays and notified closures, weekends or Eid; we will inform customers of this in due course via this website and social media however our website MUST be the first reference as your purchase is from our website and not from social media. Please note that we only post out on Mondays; if you require your order sooner please contact us prior to placing your order.
Where will my order be posted to?
We will only dispatch orders to the verified Cardholders address or PayPal verified address.
If it is a gift that you are purchasing and require it to be sent to a different address please email us at firstname.lastname@example.org or add this information clearly to the additional notes section / Shipping address; please note we cannot take responsibility for inaccurate or unclear information.
If there is a mistake on your behalf please email us at email@example.com as soon as possible to inform us. Once the order has been dispatched we cannot take responsibility for any misinformation & you will not be compensated for this.
What are your delivery charges and how long does it take?
Our flat rate p&p charge of £4.20 is 2nd class signed for via Royal Mail which takes 3-5 working days to reach you. This p&p rate is standard and works out reasonable when placing an order for multiple items and is also security for both parties.
There are more P&P options available at checkout. Free delivery within UK mainland when £100 or more is spent.
Once your order has been processed you will receive an email notification with tracking number.
Please ensure someone is available to receive your delivery. Once we have a signature proving receipt we do not accept responsibility for lost packages you must resolve this with the delivery service provided by royal mail.
Further information can be found at www.royalmail.com
I need my items sooner, can you post them using another delivery method?
You may upgrade to 1st class Royal Mail signed for however we are currently not using next day delivery options.
Please kindly note that all orders have a 2-3 day processing time - this is not inclusive of delivery times.
What is your Refunds/Exchange/Return Policy?
No we do not offer Refunds, Returns or Exchange on Hijabs due to hygiene reasons.
In stock Clothing
If you have purchased clothing from our store which is in stock you may exchange it in a single transaction with other items to the value of the clothing item excluding postage. You will be responsible for both return postage and postage to post your chosen exchange items back which cannot be deducted from the original value of the transaction. You must email us at firstname.lastname@example.org within 7 days of receipt of your parcel.
Made to Preorder Clothing
Our Made to preorder Clothing items are manufactured specifically per customer request and are therefore exempt from returns, refunds or exchange in compliance with distance selling regulations. It is your responsibility as the customer to ensure that you have read all information provided and measured up against any sizing information provided; we cannot be held responsible for ignorance in this respect.
Strictly no refunds, returns or exchanges on SALE items.
What if my item is faulty/damaged?
We try to ensure quality as best as possible and check all goods before posting with photographic evidence however at times due to human error it may be that your item is faulty in which case we require you to take photographic evidence of the fault with a description to email@example.com for investigation. We will acknowledge your email within 48 hours but investigation and conclusion can take upto two weeks, if we find that an item has in fact been damaged once it has reached you in comparison to the images we hold of the product before posting we will decline any refunds.
What if my item was damaged in transit?
Damage in transit must be resolved with Royal Mail we will assist you with this where possible. You will need to complete a claims form online to initiate the compensation process. We package all items in a manner in which items cannot be damaged in transit. You must also ensure that when opening packages you are careful not to cut the packaging so as to prevent damage to goods.
I am an International Customer, How can I order?
We are working on our website to accommodate international orders; please be patient with us. In the meantime please email firstname.lastname@example.org to place an order with your name, country you reside in and an exact list of items you wish to purchase so that we can quote you shipping. Shipping rates vary from country to country & are weight dependant. We ship all orders via Royal Mail tracked and signed services.
We are not responsible for any associated custom fees, these are wholly payable by the customer.
We try our best to ensure that you have a realistic idea of the colour of the product that you intend to purchase however variances are inevitable when it comes to differences in desktop, tablet and mobile phone monitors & screens.
What are your working times?
We process orders throughout the week and dispatch on Mondays. We do not work on Bank Holidays, weekends or the two Eid's we will update information on our website when we will are closed.
Order dispatch during Covid-19
In our best interest orders will be dispatched once a week usually on a Monday as per our delivery schedule, however on some occasions this may be a Tuesday depending on how many orders have been received. This is to limit multiple visits to the post office to protect the best interest of the Hidden Gems Hijabs workforce.
Please be aware, although Royal Mail continues to keep the postal network running there may be slight delays in delivering your item.
We hope that this FAQ will answer most of your questions, please also check our other pages & terms and conditions for further information or email us at email@example.com