REFUND POLICY
Please read our Terms and Conditions thoroughly before placing an order:
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Section 1: Our Products
We aim to advertise our products to the closest accuracy to avoid any disappointment from our customers. We do this by describing the items to precision by including measurements, material and manufacturers' proposed colour. Please note, we cannot take responsibility for colour perception as colour may slightly differ from actuality due to individual monitor and brightness settings.
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Section 2: Disclaimer
A garment from time to time may have very slight variations in patterns/colours due to the availability of materials at the time. All garments are hand produced and therefore all measurements are approximations. A lot of our garments are hand embroidered and therefore fragile in their use. Stones, loose threads, beads, or sequins being displaced cannot be deemed as a defect in the garment received as this is caused by the nature of the work.
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Section 3: Care
As our garments are delicate in nature, we would suggest that they are very gently hand washed only (we do not accept responsibility for any damage caused during washing/drying) - do NOT dry clean/tumble dry or wash with other garments. To rid creases they should be very gently hand-steamed (using a low-powered/low-heat setting hand steamer).
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Section 4: Returns
If you are not happy with your item(s) purchased, please contact us at enquiries@Elhaamofficial.com with your order number as well as the reason for your return, within fourteen days of receiving the goods. You must contact us first before sending it back to the return address. Please note, any other form of contact to request a return will not be accepted, you must email us at the above email address only.
We accept Returns on "Ready to Dispatch" items only which are not on Sale or have not been discounted.
When sending the parcel, we recommend you use a tracked service with confirmation of delivery as we will not be held responsible for any lost packages when returning your items that we have not received.
A return will be checked and accepted on the basis that the item(s) returned are unworn and in the original condition sent to the buyer. All tags must still be attached and in their original packaging. Please note, Elhaam Official does not reimburse shipping costs.
Failure to return in original packaging and mishandling of our product could mean a deduction in fee of the refund. Tags however must be attached and are compulsory in receiving any form of refund.
Any defect which includes marks, stains, damage, or distinct smells on the items which suggest they have been worn, will mean that a return is not accepted. Once we have received your item(s), and they have been accepted for a refund, please allow up to 14 working days for us to process and issue your refund. After your refund is issued, it may take a further 2-5 working days for your refund to be credited back and to appear in your account.
Please be advised that due to hygiene concerns, we cannot accept returns/exchanges on Pins/magnets, Hijabs (scarves) or Hijab caps.
Sale/Discounted products are strictly non-refundable/non- exchangeable.
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Section 5: Exchange
Here at Elhaam Official we do not currently for a process for exchanges and would advise you to return your original item as per section 4 and reorder the correct item.
Section 6: Sale/Discounted Items
Any sale items or items that have been discounted for the buyer with special offers/deals are strictly non-refundable/non-exchangeable.
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Section 7: Free Shipping
At times, we may offer Free Shipping, this applies to customers spending over a specified amount. As a way of Thanking our Loyal customers, we offer this discount.
If you wish to return an order where Free Shipping has been applied this offer is, then void and therefore shipping charges are deducted from the final refund amount.
If you wish to return an order where Free Shipping has been applied, please do get in touch with us as outlined above.
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Section 8: Made to Measure
Unlike anyone else here at Elhaam Official we offer a unique service that allows you to get in contact with us regarding special adjustments and personalisation of any of our items (subject to availability and consultation with the tailors) for an additional charge.
To use this service please get in contact with a member of our team through the website so we can advise you appropriately.
Products that have been subjected to this service have a strict no-refund policy and cannot be exchanged please refer to section 4. For this reason, we emphasise the importance of referring to our size guides or speaking to one of our team members for advice on what size to order should you be unsure. For made-to-order items, please allow 3-5 weeks (approx.) for your order to be dispatched.
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Section 9: Cancellations
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, cancellations will not be accepted as the order may be under the process of dispatch or be dispatched already.
For Made to measure Abayas, all orders are final, cancellations cannot be made as these custom orders are sent directly to our manufacturers to process for production.
Section 10: Unclaimed Parcels sent back to the sender from overseas (Outside of the UK)
Unfortunately, sometimes parcels are sent back to us if they are not claimed by the buyer at the address provided. In these circumstances, shipping fees would have to be repaid to send out the parcel for the second time.
The customer can ask for a refund instead if the item(s) is a ready-to-dispatch product, but this would be minus any shipping fees and a restocking fee. A refund will only be issued once the item(s) has been received by us.
If the item(s) is a Made to Order item, only a partial refund will be issued. This is minus any shipping fee plus 45% (including any manufacturing costs and restocking fees).
We will not take responsibility for any incorrect address details provided or for the parcels not being claimed by the buyer.
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Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.