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.

  • 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

     

    • 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.

    • Sale items (if applicable)
      Only regular priced items may be exchanged, unfortunately sale items cannot be exchanged.
    • 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.

       

    • 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.