Thank you for shopping at HAWAA

 We offer FREE Exchanges read below for further details

Returns, exchanges and cancellations

We take pride in ensuring that every order is carefully checked beforehand and packaged with care and attention to detail.

 

However, if you are not entirely satisfied with your purchase, we're here to help. Please check the relevant categories for help with your order. If you require any further assistance please contact us on [email protected] where we aim to respond in 1 working day. 

Cancellation Policy

At HAWAA we are committed to providing you with speedy delivery once your order is placed. Typically our orders are dispatched within 12 hours.

For this reason we cannot cancel an order after it has been placed. Once an order has been processed, our fulfilment centre automatically begins fulfilling the order (24 hours a day) and we are not physically able to stop the order from being dispatched. 

This also applies to cancellations on our TikTok Shop. 

Please ensure you have entered the correct details including the size of your abaya and the correct shipping address. If you have any issues with your order that has been placed please contact us and one of our team will be happy to assist with any queries.

Exchanges

We offer FREE exchanges! 

If you want to swap out your item or a different size or colour or even a different product we can happily exchange it and will also ship your exchange to you at no additional cost. 

To be eligible for an exchange, please make sure that:

• The exchange is respective of the 14 day policy
• The product isn't used or damaged (including smells such as perfume)
• You have the receipt or proof of purchase  
• You are a UK customer. International exchanges are not accepted
• We do not accept any exchanges from purchases made via TikTok Shop (please contact via TikTok Chat)

Products that do not meet these criteria will not be considered for an exchange.

Please follow the instructions below:

Ensure the exchange criteria is met

Follow the EXCHANGE link and fill out the instructions

Enter your order details provided to you via email

You will receive a returns label which you can use for FREE for exchanges only

You will then receive an email once everything is approved and your item is dispatched. This can take up to 3 working days once the item is received by the warehouse. 

For exchanges we will also provide a free returns label.

Please note that an exchange will not be processed until we receive the item back and it has been checked to see it is still in a sellable condition. Any signs of stains or perfume will lead to your returned item being rejected.

Please note that exchanges must be processed within 14 days of you receiving your order and completed through the provided link below

 

Click here for the Exchanges Portal 

Returns

For UK customers if you are dissatisfied with you can return your order within 14 days as long as the returns criteria is met. 

To be eligible for an return, please make sure that:

• The return is respective of the 14 day policy
• The product isn't used or damaged (including smells such as perfume)
• You have the receipt or proof of purchase  
• You are a UK customer. International returns are not accepted
• Returns for TikTok must be made through TikTok directly (process is below)

A return label will be provided. A return fee of £3.10 will be deducted from your refund to cover the cost of postage of sending the item back. Your initial postage paid is also non refundable. If your order qualified for free shipping this fee will also be deducted from your refund (£4.99)

Process is as follows

1. Ensure your item is in good and unused condition and meets the criteria above
2. Follow the RETURNS link here
3. Once the information has been filled out you will receive a returns label to send back the item
4. Please send back your item within the 14 day period.
5. Once the item is received you will receive an email confirming receipt of the product
6. Please allow up to 5 days for your item to be inspected. If your item is sent back to us in an acceptable condition it will be automatically refunded and you will receive an email. Refunds can take a few days to appear on your account depending on your bank. Postage costs are non refundable. If it fails this step you will be emailed by one of our team.

Please note that postage costs are non refundable.

 

Click Here for the Returns Portal

Defective/Faulty Item

We are proud of the quality and the standard of our products. If in the unlikely event a product does not meet those standards we will offer a full reimbursement provided you can provide proof that the product arrived in an unacceptable condition. The level of reimbursement will be to our discretion and judged on a case by case basis.

If you have received a faulty/dirty/damaged item, please email us on [email protected] to further resolve this issue.

Non Stockable Return

We have the right to reject your return if it has been sent back in a dirty/damaged condition as it cannot be resold. You may lose out on getting a refund or getting the item back due to health and safety reasons. Please ensure items are sent back in the condition you received it in and if it has been shipped to you in a dirty/damaged condition please contact us on [email protected] before you request a return. Be sure to include your order number and clear images showing the defect. 

Please note that if it has been more than 14 days, we cannot accept this return and may charge you a shipping fee to send it back to you.

Please also note that if you choose to return an item without following the instructions and processes provided including sending the item to the incorrect address or sending back incorrect items we will not be liable for those mistakes made. 

TikTok Returns

Please note that TikTok return can only be done on TikTok Shop. The return procedures displayed here are only for website orders. Please select your orders on the TikTok App and follow the returns procedure there. For any help required please contact on TikTok Chat or email on [email protected]