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Delivery & Refunds

DELIVERY

Roohaya will endeavour to dispatch next day, economy delivery orders must be placed before 8pm. In busy periods economy dispatch can take up to 2 days. Further attention is taken to ensure no discrepancies are present in the items dispatched to you, with appropriate packaging so to avoid any damage in transit. While we endeavour to ensure no discrepancies are present, it can at times be impossible to unabg and check piece indvidually, in the event of an error or damge, we will make it priority to help you in the process of returns and exchanges.

Please note Royal Mail first class recorded and special next day delivery orders must be placed the evening before by 10pm to dispatch early next day.

It is the customer’s responsibility to provide the correct information at the time of purchase. Please ensure the correct size, colour etc are ordered. All orders will be dispatched to the address provided by the customer, please ensure this is correct. Refunds for postage will not be issued in such cases or loss.

POSTAGE COSTS & ESTIMATED DELIVERY TIMES

Scarves/Hijabs                  2-7 working days                FREE (UK Only)                     Royal Mail

Attire                                  3-7 Working Days               Free (UK Only)                      My Hermes

Attire                                  1-3 Working Days                From £4.99                          Royal Mail (Orders to be placed by 10pm, eveing before)

Attire                                   Next Working Day              From £8.20                          Royal Mail (Orders to be placed by 10pm, evening before)

International                     5-15 working days            Location dependant              Please email [email protected] to discuss

Roohaya.com has no control over the courier or delivery post dispatch. The estimated delivery time is as recommended by the courier.

Courier delivery will be Monday – Friday between 8.00am – 6.00pm.

In most cases a signature is required upon delivery, in the event of non-delivery the courier will leave a calling card to advise that delivery has been attempted. The parcel may also be delivered to a Post Office for customer collection or returned to Delivery Depot. Please follow the instructions on the delivery card.  If the parcel is not claimed after several weeks it will be returned to us and may occur a postal charge for further re-deliveries. Postage will not be refunded in the event of a refund.

If you have not received your order and more than 7 working days have passed since ordering, please contact us at [email protected] We will endeavour to return your message within 24 hours

For International orders, postage costs are caluclated at checkout. For any express delivery requests, please contact us via [email protected] for any delivery and price queries, should the website note quote shipping.  Overseas orders are calculated and charged by the weight of items ordered and location. We will endeavour to source the cheapest couriers.

In most cases a signature is required upon delivery, depending on country in the event of non-delivery the courier will leave notification to advise that delivery has been attempted. The parcel may also be delivered to a Post Office for customer collection or returned to Delivery Depot. Please follow any given instructions.

All deliveries to destinations outside the UK may be subject to import duties and taxes, which are levied by the importing country at the time the delivery arrives in your country. All applicable duties, fees and any additional charges for customs clearance will be the responsibility of the customer.

 Pre-orders

While we try and maintain stock levels, this is not always possible. For some designs pre orders are possible.

Pre- order means that the product is not currently in stock and is in demand.  You must place your order as per normal if you would like to secure an item

Pre orders may differ in color to the original cut as displayed on the website. This is due to fabric sourcing where an entirely new batch of fabric has been used. Even though the color of the fabric sourced is as close as possible to the original color shown, we will not be held liable for any minor variations.

Please kindly note, Pre -orders cannot be cancelled or refunded once placed.  This is an item purchased for you specifically at your request. The benefit of purchasing Pre-order items is that you will secure your size without risking the item becoming sold out shortly after we list it online or when the fabrics are at risk of being discontinued.

While we try to inform of accurate delivery dates, please note dates are not guaranteed and delays may occur, mainly due to unforeseen courier and customs issues. We will endeavour to provide information on timelines.

Roohaya LTD is not held liable for any unforeseen delays that may occur for pre-ordered items. So please take extra care when placing your order, as we do not issue refunds for unexpected delays, change of mind, sizing or cancellations. Please message for any questions pre ordering by emailing at [email protected]

Please place your pre order via www. Roohaya.com and check out as usual with full payment. Your order will only be shipped upon arrival of the ordered pre-order items.

In an event the items are no longer available, you will be notified and a refund will be made immediately. In the event of damaged items, please contact us as soon as possible. All damaged items will have to go through the returns process and returned to us for a refund. All return costs will be our responsibility and covered by us.  

For any questions or further info please contact us at [email protected]

RETURNS:

At Roohaya we hope that you will like, love and be completely satisfied every time you shop and buy from us. However if this is not the case, we promise to resolve the matter as a priority for you be it replacement or refund.

Most items will be refunded provided they are returned in a re-saleable condition complete, unused and in their original packaging with any appropriate labels and tags intact. Refunds will take between 3-7 days, but can take up to 14 days.   

For returns, please contact us within 3 days of receiving the items via [email protected] quoting your name and order ref. A returns note complete with returns process guidance and return address is included in all regular deliveries, please ensure this is completed and returned with your items, failure to do this will cause delays in the returns process and any follow up exchanges or refunds. The item must be then returned within 14 working days.

SALE and PRE-ORDER items are excluded from our refund policy.

Please ensure proof of postage is obtained, Roohaya.com holds no responsibility for any parcel received without any identification or failure to obtain proof of postage. Ensure all items are adequately packaged as purchased goods are buyer’s responsibility until they reach us. Please note delivery charges will not be refunded.

In the event of Items purchased on offer, partial returned items will invalidate the offer. Any refunds will then be made accordingly

All goods will be inspected on return. Please ensure you are not wearing perfume or make-up that may leave marks or scent on the goods when trying them on. In the event of marked, perfumed or damaged returns, refunds or exchanges will not be processed. Please not it will then be your responsbility to get the item returned to you.

Please allow 3-7 days for your refund to be processed, however we will endeavour to process this as soon as we receive and inspect the good and may be much sooner.

Refunds will only be credited to your original payment method

In the event of faulty or damaged items, please get in touch via [email protected] as soon as your order has arrived. Replacement of the same item or refund will be processed. Returns in the event of damaged or incorrect items will be couriered back at our expense.

For any further info please email us at [email protected]

 
 
 
 
 
 
 
 
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