FAQs

CUSTOMER SERVICE

To contact us email hello@safiathelabel.com

ORDER CANCELLATION: 

We can only cancel an order within 5 minutes of purchasing as once an order is placed our team begin processing your order straight away. If you fail to cancel an order within this time-frame, your order will be processed and no changes can be made after that.

Once an order has been placed it cannot be altered. We cannot change, swap or replace products once an order has been placed

RETURNS 

If you want to swap out your item or a different size or colour, we can happily exchange it. Please be aware that we do not cover return postage fees, not do we provide international exchanges.

We do not under any circumstance accept returns or exchanges on hijabs (headscarves) for hygiene reasons.

To be eligible for an exchange, please make sure that:

• The exchange is respective of the 14 day policy
• The product isn't used or damaged
• You have the receipt or proof of purchase  
• You are a UK customer. International exchanges are not accepted
• We do not accept any exchanges from purchases made via TikTok Shop

Products that do not meet these criteria we have a right to refuse the return.

Please note that exchanges must be processed within 14 days of you receiving your order and completed through the provided link here

Once received, the refund or exchange will take up to 7 days to be processed.

Please contact us before you send the product via our email:  hello@safiathelabel.com

Please note: Any clearance items are not eligible for an exchange

You will be responsible for paying for your own shipping costs for exchanging your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Returning Damaged, Defective or Incorrect Items

If an item arrives damaged, defective or is not the correct item you ordered, contact us to have a free return label sent to you.

You will be refunded the purchase price as well as any applicable taxes and shipping costs.

Refunds will take 14 days to be processed and can be completed by following the link here

UK Returns

Hassle-Free Return:

We will send you an email with a pre-paid return service label to ship your return merchandise and pay no up-front postage fees. This hassle-free return option has a service fee of £4 per order which will be withheld from your credit once your return has been processed.

Standard Return:
If you do not want to use the hassle-free return option, simply select the carrier of your choice. When using this option, we recommend that you send your return with a shipping method that allows you to track your return, and that you insure the package for the cost of the items being returned. If you choose this option, you are solely responsible for the shipping costs of this return.

International Returns

We recommend that you send your return with a shipping method that allows you to track your return, and that you insure the package for the cost of the items being returned. If you choose this option, you are solely responsible for the shipping costs of this return.

Store-credit

Store-credit will be issued in the amount paid excluding shipping costs and refunds will not be accepted. If 7 days have gone by, unfortunately, we cannot offer you an exchange or store-credit. We recommend you carefully review your order prior to finalizing your purchase.

Sale Items

Sale items are not eligible for refunds. Sale items include any orders bought with promo codes, coupon codes, or sales. All orders that have any codes applied will be considered as final sale.
Orders with a promotional code applied either given by our newsletter email, newsletter pop-up, or any of our promotional platforms are considered sale items - any orders using these codes will be valid for only an exchange or store-credit. We will not issue a refund for these items. 

Custom Charges Disclosure

International shipping orders may may be subject to customs charges. The relevant customs teams in the destination country will set these charges based on the value of the goods you are sending.

All items sent are DDU, which means the duty is unpaid. Any customs fees will need to be paid by the recipient. It is essential to provide local contact information so the recipient can be contacted by customs.

There is no way to avoid customs duties, customs officers will check all items entering the country and charges will be applied where necessary. 

Washing instructions

Use hand wash or delicate cycle to help avoid damage. Use a low temperature too: warm cycles may cause your abaya to shrink. Wash the abaya inside out to help preserve its colour. In order to protect it from snagging, put it in a mesh laundry bag before putting it in the washing machine. Please wash dark colours separatly. 

Please note the Abayas may have a slight colour difference due to photo lighting.

Sizing may vary slighly 0.5'' up and down as a margin of error.