Refund and Returns Policy

Last updated on July 21st 2024

Delivery and Returns Policy

Shipping Information

• Do You Ship Internationally?
  Currently, we do not offer international shipping. We only provide standard shipping within the United Kingdom.
• What Are the Shipping Costs and Delivery Times?
  We charge a flat rate of £3.49 for standard shipping within the UK. Orders are typically dispatched within 24 hours, though during busy periods, dispatch may take up to 72 hours. Standard delivery times range between 2-5 working days. Please note that delivery times may vary due to courier delays or high order volumes.
• Free Shipping
  We offer free shipping on orders over a certain threshold. Please check our website for the most up-to-date information. However, if a return causes your order value to fall below the free shipping threshold, the original shipping cost will be deducted from your refund.
• Responsibility After Shipping
  Once your order has been dispatched, the courier is responsible for the safe and timely delivery of your package. We cannot be held liable for delivery delays or issues once the item is with the courier. You will receive a tracking number via email once your order has been shipped.

Return Policy

• General Returns
  If for any reason you are not completely satisfied with your purchase, you may return the item within 14 days of receiving it. The item must be in its original condition, unworn, unwashed, and with all tags intact. Please note that the customer is responsible for the cost of return shipping and ensuring that the item reaches us safely.
• How to Return an Item
  To initiate a return, please email us at theurbanveiluk@gmail.com with your order number, and reason for return, and attach a photo of the product in its current condition. If the return is due to general disliking, please provide a brief explanation. Further instructions will be provided in our response. We recommend using a tracked delivery service for returns, as we are not responsible for items lost in transit.
• Refund Policy
  Once we receive and inspect your returned item, we will process your refund within 14 days. Refunds will be made using the same payment method used for the original purchase. Please note that original shipping costs are non-refundable, except in cases where the item was damaged or defective upon receipt. For orders that qualify for free shipping, if a return causes the order value to drop below the free shipping threshold, the original shipping cost will be deducted from your refund.
• Damaged or Defective Items
  We pride ourselves on the quality of our products; therefore, we know you’ll love them as much as we do. If In the unlikely event that your product is not up to our high standard and is damaged and is damaged, please contact us immediately at theurbanveiluk@gmail.com. In your email, include your order number, complete order details, and attach photos of the damaged product and the receipt. We will review the issue and either repair or replace the item or issue a full refund, including any shipping costs. The item must be returned in its original condition and packaging. *Full refund excludes postage and packaging & any PayPal charges *Sometimes hijabs might have loose threading or pearl or other beading missing this isn’t damaged unless it is quite excessive.
• Exchanges
  If you wish to exchange an item, please follow the same return process as outlined above. Once we receive your returned item, we will issue a refund, and you can place a new order for the desired item.
• Unclaimed Parcels
  If a parcel is returned to us due to being unclaimed, the customer is responsible for the cost of re-shipping the item. Unclaimed parcels will be held for up to 14 days, after which the items will be restocked, and no refund will be issued.

Important Notes

• Items Not Eligible for Return
  For hygiene reasons, we cannot accept returns on hijabs, under caps, or hijab magnets if they have been worn or tried on. Any items returned with signs of wear, such as perfume smells, stains, or makeup marks, will be refused and sent back to the customer at their expense. A re-shipping fee will be applied, and the item will remain on hold until this fee is paid.
• Non Refundable Items:
  • Opened or used products
  • Gift
  • Final Sale Products
  • Any orders made in the 7 days before Eid al-Fitr and Eid-al-Adha
• Sale Items
  Items purchased on sale are final sale and are not eligible for return, exchange, or refund. Please ensure that you are confident in your purchase before completing the transaction.
• Refund Processing Time
  Refunds may take up to 14 working days to process from the day we receive your return. During peak times, such as Ramadan, processing times may be extended up to 21 days.

Force Majeure

In cases of force majeure, The Urban Veil’s obligations are postponed. If the force majeure event continues for longer than 3 months, both the customer and The Urban Veil have the right to cancel the contract without any obligation to pay damages. Force majeure includes, but is not limited to, events such as strikes, natural disasters, pandemics, import/export bans, and other unforeseen circumstances that prevent the fulfilment of the contract.

For any further questions or to initiate a return, please contact us at theurbanveiluk@gmail.com.