Frequently Asked Questions
How quickly do you dispatch items?
All orders are dispatched within 48 hours from our UK warehouse. Dispatch times may vary over bank holidays.
Which shipping options do you offer?
We currently ship all items using Amazon or FedEx for your convenience and protection. You will receive a tracking code upon placing an order so you can track your order in realtime.
How much does shipping cost?
All shipping prices are displayed in realtime in our checkout. Current shipping prices to the UK start from £2.99 for Amazon 48h Tracked Delivery.
Do you ship internationally?
Currently we do not ship outside of the UK. We will be sure to let our international prospective customers know if this changes in the near future, inshallah.
Do your items ship in protective packaging?
Yes. Our items are shipped in custom, durable envelopes. These envelopes are manufactured from FSC approved paper, promoting responsible forestry (printed with an FSC logo). No solvents are used in their production and printing, and they can be recycled.
What is the 100% money-back guarantee?
We offer all subscribers a 100% money-back guarantee on their first month's subscription, as we are so confident you'll love our products. To be eligible for your money back, you must be a Subscribe & Save customer and must contact us within 30 days of your subscription starting. We operate a no questions asked money-back guarantee for all eligible subscribers. Please note postage costs are not covered under this money-back guarantee.
How do refunds work when I leave a review?
You may have received an email or leaflet detailing how we offer refunds for customers who leave a review.
In order to claim this refund, follow the instructions on the email or leaflet, leaving an honest review with either a photo, video or Instagram upload. Please remember that we want you to be completely honest in order to help us grow and improve as a business inshallah.
Once you have left a review, we will be in touch to confirm your refund. Please allow 3-5 working days for the refund to appear back on the method used for payment.
Finally, please note that customers are only eligible for one refund per product. Subsequent reviews of the same product will not be eligible for another refund.
What is your general returns policy?
We have a 30-day returns policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, with the seal unopened, and in its original packaging. You’ll also need the receipt or proof of purchase.
If your return is accepted, you will need to send your items to an address we will provide at your own cost. Items sent back to us without first requesting a return will not be accepted. Unfortunately we are unable to pay for the cost in returning your items.
Refunds will be processed upon receiving the return back at our warehouse and will take 3-5 working days to appear on your statement.
What do I do if my item arrives damaged?
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Are there any exceptions to your returns policy?
We cannot accept returns on opened items due to health and safety.
Unfortunately, we also cannot refund gift cards.
Feel free to email us if there are any questions.
Do I have a cooling off period?
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unopened, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
How do I cancel a subscription or pre-order?
Some items in our store may be offered to you as a subscription or a pre-order. This cancellation policy lays out how you can change or cancel these kinds of purchases.
Cancelling a subscription
When you purchase a subscription you'll receive an email from us with a link to 'Manage your subscription'. From here you will be able to manage your upcoming deliveries, as well as seeing your order history. Your recurring deliveries are based on the subscription duration and frequency that you select.
Your payment details will be stored securely and you'll be charged for each of these deliveries, unless you choose to pay in advance.
Some subscriptions may auto-renew at the end of their duration. If you don't want to renew a subscription you can cancel it easily from within the manage subscription dashboard.
If you want to cancel or change your subscription, you can do it at any time. Your order confirmation emails have links to your order. You can manage your subscription from there.
See our returns policy for more details on returns and refunds.
Can I skip an upcoming order?
Yes, using your subscription management dashboard, you will be able to skip an upcoming order. You can also change your shipment date to a more convenient day of the month.
Cancelling a pre-order
When you purchase a pre-order, you are buying an out-of-stock or soon-to-be-available product not yet in inventory. We may collect no payment or a partial deposit at checkout, store your payment method, then fulfill and charge the full or remaining payment at a future date.
You can cancel a partially paid pre-order order that has not yet been fulfilled. If the order has been fulfilled, then you can't cancel the order, but you can request a full or partial refund. See our returns policy for more details on returns and refunds.