We must be contacted via email on:
with your order number within 3 days of receipt if you wish to return an item. We then accept returns within 14 days following the receipt of your order. Next, you will receive an email back explaining the returns process. We will not accept returns outside of these time frames.
Please do not return items without notifying us via email.
Returned items must be unworn, untampered with and sent back inside the original packaging with tags/labels included (if applicable). Any items returned to us not in its original condition or without its original packaging/labels (if applicable) or is dirty/stained or tampered with, or has signs of wear/odour/perfume, will NOT be eligible for a refund.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Once the refund is approved, you will only be refunded for the product price and please note that we are unable to refund any shipping fees.
If approved, then your refund will be processed within 7 days of receipt of the item and credit will automatically be applied to your original method of payment. The time it takes for you to receive your funds after it is processed depends on your payment facility. Paypal refunds will be made approximately within 3 working days. Please allow up to 7-10 working days for card payment refunds.
If an item has been reduced at the time of a refund/exchange compared to when purchased, the reduced value will be refunded for. This applies for any discount codes too. If an item is returned/exchanged when a discount code has been used, you will be refunded for that value (excluding postage)
We need to be notified via email of a request for an exchange within 3 days of receipt. We then accept exchanges within 14 days following the receipt of your delivery. Requests received via email after this period are not accepted for an exchange. Shipping fees to send the item out again is paid for by the customer.
After making a request for an exchange, please wait for us to confirm approval of the exchange before returning the item.
You can only exchange for the same priced item or a higher priced item subject to stock availability.
To be eligible for an exchange your item MUST be unused and in its original packaging intact with all the tags still attached.
If you are waiting for an exchange we would need to receive the product first before we send your replacement, subject to stock availability.
You should also include a pre-paid parcel bag for your replacement item to be sent out to you in the returns parcel (or other arrangements can be made to pay for shipping via email correspondence).
You could put in another order for the item you want and return the original item for a refund. This way you will not have to worry about stock availability nor include a pre-paid parcel bag. The refund will be issued once the original item is received and inspected (item value only).
Please note that any Clearance items are strictly non-refundable or exchangeable. If an item is returned to us that is a Clearance item, we are NOT obliged to refund or exchange it.
Cancellations can be made within 24 hours of making an order provided that your order has not already been dispatched within this time. Any later, a cancellation will not be accepted as the order may be under the process of dispatch or be dispatched already.
You will be responsible for paying shipping costs for all returned items.
Customers will need to pay an additional shipping fee for an exchanged item to be sent out.
We will not take responsibility for any incorrect address details provided or for the parcels not being claimed by the buyer.
The goods are your responsibility until they reach our warehouse, so please make sure they are packed appropriately so that it will not get damaged in transit.
We also suggest that our customers use a tracked service to be eligible for compensation in case the courier loses the parcel. We cannot be held responsible for any lost parcels.
At Al Faeza we carry out quality checks regularly to minimise any faulty/damaged items. However, if you do receive damaged goods please notify us by sending an email to email@example.com immediately, with pictures of the relevant damage and your order number.
Any items damaged in transit will need to be resolved with Royal Mail or the respective courier provider.
Late or missing refunds (if applicable)
If you have not received your refund, please contact your bank or payment provider to find out how long it takes them to process a refund.
If the number of working days have gone past and you still have not received your refund, please contact us at firstname.lastname@example.org with your order number.
If you have any further questions, feel free to contact us via our contact us page or at email@example.com.