FAQ
WHEN WILL MY ORDER ARRIVE?
If you live in the UK orders are expected to arrive between 1-3 working days after they have been dispatched. If you live outside of the UK orders are expected to arrive between 5-10 working days after dispatch. Our current processing time is 1-3 working days. Please check my shipping page for more info about current delays.
DO YOU HAVE A TRACKING NUMBER FOR MY ORDER?
Unfortunately, my standard delivery does not include tracking. If you'd like your order to be posted with tracked shipping, please ensure that this option is selected at checkout before purchasing. If you've purchased tracked shipping and haven't already received your tracking number, please contact me at farah@fawashah.co.uk
MY ORDER HASN’T ARRIVED, WHAT SHOULD I DO?
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In the unlikely event that your order doesn't arrive within the specified time frame please contact me at farah@fawashah.co.uk. I will be more than happy to help.
Please also check our shipping page for current delays.
I RECEIVED THE WRONG ORDER OR MY ORDER WAS DAMAGED?
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If your order arrives damaged, faulty or isn't what you ordered, please contact me at farah@fawashah.co.uk with a photo of the issue and I will get it sorted for you as soon as possible.
I MADE A MISTAKE ON MY DELIVERY ADDRESS!
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If you have made a mistake or given me the incorrect delivery address, please contact me at farah@fawashah.co.uk immediately so that I can rectify this before your order is dispatched.
If your order has already been dispatched, I can only offer a refund or redelivery to the correct address once the order has been returned to me.
DO YOU OFFER EXCHANGES OR REFUNDS?
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I aim to provide excellent quality products. However, if you are unhappy with one or more of your items, I do have a 30-day return policy. 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, unused and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact me at hello@fawashah.co.uk. If your return is accepted, I will send out instructions on how and where to send your package. Items sent back to me without first requesting a return will not be accepted. Buyers will be responsible for any loss in value caused by the return. Buyers will also be responsible for the return shipping cost unless the product is incorrect/ faulty. The fastest way to exchange an item is to return the item you have, and once the return is accepted, make a separate purchase for the new item. I 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. Please remember it can take some time for your bank or credit card company to process and post the refund too.
WILL I BE RESPONSIBLE FOR CUSTOM FEES AND IMPORT TAXES?
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Buyers are responsible for any customs fees and import taxes which may incur.
DO YOU OFFER A CUSTOM ORDER SERVICE?
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I would be gladly to assist you with a custom order. Please contact me here to start a request.
WHOLESALE AVAILABILITY!
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Thank you for your interest in stocking Fawa Shahs products! If you are looking for carefully thought handmade gifts that customers will love you have come to the right place!