AL FAIZAN maintains full ownership of the products until full payment has been obtained.
It is possible to cancel your order if it hasn’t been sent. Contact us and we will help you. If your order has been sent, you will have to return the products in order to receive a refund/exchange. The cost of delivery/shipping will not be refunded. It is not possible to change your order once it has been dispatched. This also includes changing the size or colour of a product, removing an item, changing the delivery address or payment method. All packages are sent from our European distribution centre in the UK (or our Asia distribution centre if needed). We always aim to dispatch your order within 24 hours. Usually Same day if ordered before 11am . View our Covid 19 Policy HERE
The normal delivery time once your order has left our warehouse is:
- 1-3 working day(s) to the United Kingdom or 5-7 working days if sent from International Centre
- 3-5 working days to Europe or 5-7 working days if sent from International centre
- 5-10 working days to ROW (Rest Of the World)
***ALL SHIPPING TIMES HAVE BEEN AFFECTED BY THE COVID 19 PANDEMIC. ALL CUSTOMERS ESPECIALLY OUTSIDE THE UK MUST BE AWARE THAT YOUR ORDER MAY BE SUBJECT TO UNFORESEEN DELAYS. ALWAYS CHECK WITH YOUR COUNTRY'S OFFIFICAL POSTAL SERVICE UPDATES ***.
***ALL SHIPPING TIMES TO EUROPEAN COUNTRIES HAVE BEEN FURTHER AFFECTED BY BREXIT. IF YOU LIVE IN A EUROPEAN COUNTRY YOU MUST BE AWARE OF THIS***
***EU AND INTERNATIONAL DELIVERIES MAY BE SUBJECT TO IMPORT VAT OR CUSTOMS DUTY.
THESE CHARGES ARE CALCULATED AND APPLIED BY THE COUNTRY OF DESTINATION AND ARE NOT APPLIED BY US OR BY ANY COURIER SERVICE PROVIDERS
WE HAVE NO CONTROL OVER THESE CHARGES TO WAIVE OR REDUCE THEM. YOU ARE ADVISED TO CHECK WITH YOUR LOCAL BORDER FORCE CONTROL FOR MORE DETAILS REGARDING THIS***
If nobody is at the address to sign for recorded delivery items or the item is too large to fit through the letterbox, a note will be left. When you find the note in your mailbox, contact them to arrange another delivery address,time or tell them the package can be left in your back yard, next door etc.
You can have your package delivered to your work address if this is more convenient for you. This should just be included as Delivery Address. Please note that it is not possible to make a delivery to a PO box.
How much is the shipping charge?
UK - FREE Economy Shipping for orders over £100 or £3.99
EUROPE - FREE Economy (non-tracked) Shipping for orders over £100 or £20 for Tracked service
USA and Canada - FREE Economy (non-tracked up to 60 days) for orders over £100 or £20 for FEDEX Priority 72 Hour Delivery
Kenya - FREE Economy (non-tracked up to 60 days) for orders over £100 or £60 for FEDEX Priority 72 Hour Delivery or £35 for Express (2-11 business days)
REST OF THE WORLD - FREE ECONOMY (non-tracked unto 60 days) SHIPPING for orders over £100 or £20 for tracked service
All free economy shipping options are untracked. if you want a tracked service you should select this option at checkout.
If you select the non-tracked option then we are subject to Royal Mail's own procedures in the event of a missing or delayed item which can take up to 90 days to resolve. Or subject to whichever courier service was chosen at the time.
If an item goes missing, our fulfilment centre may be able to make a claim on your behalf. during the Current pandemic, claims can take up to 90 days to complete. However if you select the tracked option at checkout you can track the order at your own leisure using the tracking details we will send you.
We want all our customers to receive high quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact our customer service team by email ( email@example.com ). If you send us an email, please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products.
If you are not completely satisfied with your product, simply return the unused product(s) in its original unbroken packaging within 60 days of receipt for a refund or exchange
PLEASE INCLUDE THE PACKING SLIP IN THE PARCEL.
When we receive the product, we will refund the value of the purchased product, but not the original shipping cost.
All products must be returned in their original packaging. We understand you might not be a folding expert. Don’t worry. Simply fold the thobe as best as you can along the original creases and throw in any loose tags etc.
You must pay for the postage to return the goods and this must also be arranged by yourself. We strongly recommend you use Royal Mail second class if you are in the UK. It will cost no more than £3.35 approx. No matter how much your local post office insist, there is no need to pay extra for a "signed for" service. You can however ask for a “PROOF OF POSTAGE”. The goods are your responsibility until they reach our warehouse. Please ensure you pack the return safely to prevent any damage to the products and packaging
How to return a product
Please note that when you return a product it is very important to state the order number as well as your name and address. Without these details we will not be able to process your refund. Furthermore, a detailed description of the problem is necessary.
If no packing slip is in the parcel or no order number mentioned anywhere then we won't know who the return is from. This will significantly delay your return/exchange time. You must include your packing slip or order number in the parcel for us to know who the return is from.
can take up to 14 days for us to receive your return, depending on which postal service you use. We strongly recommend using Royal Mail 2nd class and even during busy periods it will get to us in a matter of days InshaAllah. Once we have received the returned products, we will inspect them and process the refund or exchange within 5 working days. Your exchange will of course be sent out to you for free of charge using our economy shipping method.
***some of the above may have changed, View our Covid 19 Policy HERE***