Shipping and Return Policy

Our policy allows for exchanges only! we are unable to provide refunds for any purchases. We encourage you to review the description box under each item for measurements before making your purchase. If you need further assistance with fitting or sizing, please feel free to contact us via email or through our social media channels.

  • HIJABS : For the safety and hygiene of our customers, the following items cannot be returned or exchanged: hijabs, scarves, under-scarves (bonnets), shawls, hijab pins, and accessories
  •  Our exchange policy allows for a 14-day period within which you may request an exchange, starting from the date you receive your item. YOU CAN EXCHANGE YOUR ITEMS ONCE PER ORDER.

  • To begin your exchange process, please email us at hiyalondonofficial@gmail.com within 14 days of receiving your order.

Note that the 14-day period starts from the day you email us, not from the day you contact us on social media, as our social media and email exchange support are handled by different departments

  • If you do not select your exchange item within 14 days of receiving your exchange confirmation email, your exchange or return request will be automatically canceled.
  • Please note that timely acceptance of delivery is required. The 14-day exchange period will commence from the first attempted delivery date, regardless of any delays in acceptance. Any attempt to delay delivery does not extend this exchange period.

     

  • To be eligible for an exchange, your item must be in the same condition that you received it—unworn, unused, clean, with tags and gifts (if included), and in its original packaging. Please ensure the packaging is intact, clean, and free from any damage. We cannot accept packages that have been discarded due to hygiene concerns.

     

  • We will process your replacement order once we have received your item and confirmed its eligibility for exchange. We can not send any replacement before we receive the original item first.

  • You will also need the receipt or proof of purchase.

     

  • All items must be in their original condition with all accessories included, such as the GUARANTEE-TAG.

  • All items will be examined upon receipt. If we receive an item in improper condition, the exchange will become void.

     

  • If you request an exchange after 14 days upon receipt, no exchange will be offered, nor will your items be returned to you.

     

  • We do not cover any costs related to exchanges, including shipping fees, customs fees, or taxes; these are the responsibility of the customer. We will not be responsible for any issues after 6 months from the day you made your order.

  • Please choose a replacement ( one item or more.. ) to match the same value of your original order 

ALL SALE ITEMS ARE FINAL. WE DO NOT ACCEPT EXCHANGES OR RETURNS ON SALES ITEMS.


  • No discounts can be applied on exchanged returned items.
  •  To start an exchange, please contact us at hiyalondonofficial@gmail.com.

     

  • If your exchange is accepted, we’ll email you the return address and all necessary information, as well as instructions on how and where to send your package. Items sent back to us without first requesting an exchange will not be accepted.

     

  • Please note that during the holiday season, the exchange process may take longer than usual. This is because our primary focus upon returning to work is processing and fulfilling new orders. Once those are completed, we begin addressing exchange requests, responding to related emails, and sorting through returned parcels.We appreciate your patience and understanding during this busy period.

  • You can always contact us for any exchange-related questions at hiyalondonofficial@gmail.com.
  • Damages and Issues

  • Please inspect your order upon receipt and email us immediately (within 14 days period) if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

  •   No exchange nor refund will be issued if we receive the items after 14 days.

  • No exchange nor refund will be issued if the defective/wrong/damaged... item has been worn or tag has been removed.

 

  • LOST PACKAGES
    WE ARE NOT RESPONSIBLE FOR LOST OR STOLEN PACKAGES. ONCE TRACKING NUMBER OF THE SHIPMENT IS PROVIDED IT IS CUSTOMER'S RESPONSIBILITY TO REACH OUT TO THE SHIPPING PROVIDER AND REQUEST A REFUND IF ITEMS ARE NOT DELIVERED WHEN TRACKING STATES OTHERWISE.

 

  • Returns will not be accepted, nor will shipping costs be reimbursed, for parcels delayed during holiday seasons. Please be aware that shipping times may be extended during peak periods such as the holiday season, Eid, or Ramadan due to factors beyond our control.

 

  • Delayed delivery during these times is not considered a valid reason for return or refund. If you need your order urgently, we strongly recommend selecting express shipping at checkout or contacting us prior to placing your order for an estimated delivery timeframe. We will do our best to accommodate expedited requests where possible.