Frequently asked questions
How long does shipping take?
Your order will be shipped out within 1-4 days if item is readily available.
Please allow 3-4 weeks for pre - order items to be processed and shipped as all pieces are handmade.
Do you accept refunds/exchanges?
We have a 14-day return policy, which means you have 14 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, unworn or unused, with tags, and in its original packaging.
You’ll also need the receipt for proof of purchase.
We recommend returning items via Royal Mail Tracked to ensure the parcel is fully traceable.
Should a return go missing in transit, unfortunately we are unable to process a refund. In such cases, a claim should be submitted directly to the courier for reimbursement.
Once we receive the item, if we suspect the item has been used/damaged, we will not issue a refund and will not cover shipping costs to ship the item back to you.
To start a return, you can contact us at enquiries@alhayajab.com.
If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at enquiries@alhayajab.com.
Please note: We do NOT cover return shipping label costs or refund original shipping costs.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have and make a separate purchase for the new item.
Refunds
We will notify you once we’ve received
and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the
refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at enquiries@alhayajab.com.
How do I know my abaya size?
Please refer to our size chart.
Do you ship internationally?
Yes we do, with an extra International Shipping fee.
International Taxes & Duties
All international orders may be subject to customs duties, taxes, or handling fees imposed by the destination country. These charges are the responsibility of the customer and are not included in our product prices or shipping fees.
We have no control over these charges and cannot predict their amount.
Unpaid Customs & Returned Parcels
If customs charges are not paid and the parcel is returned to us, the original shipping cost is non-refundable.
In this instance, customers may choose to:
• Receive a refund for the product price only (excluding all shipping fees), or
• Pay for shipping again to have the order resent.
Unclaimed or Failed Delivery Attempts
If a parcel is returned to us due to unsuccessful delivery attempts, refusal, or being unclaimed, the original shipping cost is non-refundable.
Customers may choose to:
• Receive a refund for the product price only (excluding all shipping fees), or
• Pay for shipping again to have the order resent.
How much does shipping cost?
Standard UK shipping - £3.99
International shipping - £25.00
Care Instructions
Al Hayajab pieces are crafted from the finest materials and most are hand embroidered with care. To preserve our delicate pieces please follow these guidelines:
1. Gentle Handling:
Handle your garments with care to maintain delicate drapes, silhouettes, and embellishments.
2. Washing:
- Dry clean only is advised for all pieces.
- Avoid washing beaded areas to preserve embellishments an shine.
- Avoid bleach or harsh detergents.
3. Drying:
- Lay flat or hang to dry in a shaded area.
- Avoid direct sunlight to maintain colour and texture.
4. Ironing & Steaming:
- Use a low heat iron or a gentle steamer.
- For delicate fabrics, place a soft cloth between the iron and garment.
5. Jewellery & Accessories:
- Put on jewellery or accessories after dressing to avoid snagging threads or damaging embellishments.
6. Storage:
- Store in a cool, dry place.
- Use padded hangers for structured pieces and garment bags for protection.
With mindful care, your pieces will maintain their luxurious drape, refined details, and effortless sophistication for years to come.