Delivery & Refunds
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.
Please note Royal Mail first class recorded and special next day delivery orders must be placed by 8am that morning to leave the same 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 £4.45 Royal Mail (Orders to be placed by 8am)
Attire Next Working Day From £8.20 Royal Mail (Orders to be placed by 8am)
International 5-15 working days Location dependant
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 via the contact page or at [email protected] We will endeavour to return your message within 24 hours
For International orders, Please contact us via the contact page or at [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.
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 the contacts page or at [email protected] quoting your name and order ref. You will then be provided with a returns address. The item must be then returned within 14 working days.
SALE 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. Items are thoroughly checked before they are dispatched and care needs to be taken when trying on, please ensure you are not wearing perfume or make-up that may leave marks or scent on the goods when trying them on. If these instructions are not followed or items are damaged, they will not be accepted as returned.
Please allow 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 using the contact page or at [email protected] as soon as your order has arrived. Replacement of the same item or refund will be processed. Any returns in the event of damaged or incorrect items will be courier back at our expense.