Free Standard UK Delivery on orders over £80

FAQ


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, we may agree your cancellation request. If your order has been processed or dispatched then we will not be able to cancel your order. 

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.

Customers are responsible for ensuring the delivery details they input at checkout are accurate as we do not check these details. Postage labels are automatically generated with the details provided.

If there is an address error on your behalf,  please email us as soon as possible at enquiries@hiddengemshijabs.co.uk to inform us of address error.

Unfortunately, once an 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?

Please refer to our delivery page for pricing and delivery timeframes. We are independent of Royal Mail who is our preferred national carrier therfore once dispatched they are responsible for delivery within their projected delivery timeframe for the postage paid.

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

We offer free UK mainland delivery on orders above £75

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. Please also note our dispatch schedule outlined above and on our delivery page.

What is your Refunds/Exchange/Return Policy?

As a health and safety precaution, we quarantine all clothing returns for 3 working days before opening packages. 

Hijabs

We do not offer Refunds, Returns or Exchanges on Hijabs due to hygiene reasons.

In stock Clothing

If you have purchased full priced 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(s) 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 enquiries@hiddengemshijabs.co.uk within 7 days of receipt of your parcel.

Made to Preorder Clothing

Our Made to preorder Clothing items are manufactured or ordered specifically per customer request and are therefore exempt from returns, refunds or exchange in compliance with distance selling regulations. It is the customer's responsibility 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. Please check item descriptions.

SALE items

We do not refund sale items, but are happy  to exchange these with any postal costs to be covered by the customer. All items sold in our sale or clearance are final. Please ensure you check garment measurements against size charts prior to placing your order.

What if my item is faulty/damaged?

We try to ensure quality as best as possible and check all goods before dispatch however on the occasion that your item is faulty we will require you to take photographic evidence of the fault with a description to enquiries@hiddengemshijabs.co.uk 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 prior to shipping, 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?

Currently we only take a handful of international orders each year before Ramadhan. Orders are taken via email. Orders are placed with the agreement that product descriptions and size charts have been consulted prior to placing an order as we are unable to offer exchanges or returns.

We are not responsible for any associated custom fees, these are wholly payable by the customer in addition to any delivery fees.

Product Images

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. 

How long does it take to process a refund?

We are currently placing all return parcels in quarantine for a minimum of 3 working days on receipt. In light of this please allow upto 10-14 working days for  refunds to be processed and issued back to the original payment methods. Please note that we do not refund postage and this is payable by the customer when they return garments.

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 enquiries@hiddengemshijabs.co.uk