When can I claim a refund?
We inspect every product carefully before dispatching to ensure the best quality and customer satisfaction. In case you find goods to be incorrect (different design) or faulty (damaged) on inspection after the delivery, all claims for damages must be reported to us within 48 hours of receipt of goods. Claims can be made by emailing to email@example.com with your order number, product description and a photo of damages, if any. You can either claim a refund or an exchange after inspection from our team. Please note, in the case of a full refund being demanded for free shipping offer items, Nora Nerjis will deduct from the client the shipping charges.
When can I not claim a refund?
Please note, refunds can be claimed on items that are damaged or any faults from our end. Customers who changed their mind about the product are eligible for refund on case basis. Exchange can be done on size related issues but we recommend that you study our size guide carefully before purchase.
When trying on items of clothing, please ensure do not use unnecessary force and ensure you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. In the interest of hygiene, we do not offer refunds on any items if tags have been broken. Certain intimate products like hijabs / scarfs are not eligible for refund due to hygiene reasons. Goods returned damaged due to poor packaging will not entitle you to a full credit/refund. Sale items are not eligible for refund but are eligible for exchange.
When can I claim an exchange?
We inspect every product carefully before dispatching to ensure the best quality and customer satisfaction. In case you are not satisfied with the product for any reason other than damages or mistakes from our end (in this case you can claim refund as discussed above), you are eligible for an exchange. Sale items are also eligible for exchange with product of same value. You cannot claim exchange for any custom fit or custom made items.
How do I send back the returned goods?
The cost and safety of the goods are your responsibility until it reaches us. Ensure you include the Return invoice with your parcel. If you are required to declare the value of the parcel, kindly mention the same value as mentioned on the Return invoice enclosed with your parcel. Please state clearly that the package contains ‘RETURNED GOODS’. If invoice is misplaced, please contact us to re-issue the same.
All goods are your responsibility once it is in your possession, so please handle them with extreme care. Please ensure that you send back the return package with tracking facility option and also retain your proof of postage. In order to process a refund, the goods must be returned to us intact, unworn, undamaged and within 14 days of receipt of goods.
All returns are processed only after goods are received and inspected by our team. Once received, a return may take up to 7 working days to be processed or more during peak seasons and sale periods.
If you have not heard from our returns team within 10 working days of your parcel being delivered, please contact us at firstname.lastname@example.org or you may contact us directly using the contact form on the contact us page.
Customers will receive an email notification once their return has been processed. Please check your Spam/Junk folder for this automated message. Kindly note, once a refund has been completed by us, the time frame it can take to appear in your bank account will depend on your bank's policy. As a general guideline, funds may take up to 10-14 days to appear in your account once a refund has been issued.