FAQ Topics

• Delivery and Shipping
• Returns, Exchanges and Cancellations
• Order Issues
• Promos and Gift Vouchers
• Other
• TikTok Shop

Delivery and Shipping

Delivery

Order must be completed by 3:30pm (Mon - Fri) to be dispatched on the same working day.

UK Orders

All UK orders over £100 will include free delivery (Royal Mail Tracked 48). We use Royal Mail Tracked 24 and Royal Mail Tracked 48 for most domestic orders and they take 1 to 3 working day to arrive to you.

For more information on our UK delivery procedures and services, please go to our deliveries and shipping page.

International

USA and Canada

All orders over $200 will include free delivery. We use DHL Express International Shipping for our North American orders and they take 5 to 7 working days to arrive to you.

Mainland Europe

All orders over £150 will include free delivery. Orders to Mainland Europe are shipped via a tracked standard shipping service and arrive in 3 to 7 working days and cost £13 per order.

Rest of the World

To countries/areas not mentioned above, there is a standard shipping service rate of £30.

For more information on our international delivery procedures and services, please go to our delivery and shipping page.

Shipping

We do our absolute best to ensure our customer’s orders are packaged and shipped in a timely manner. On occasion there are shipping delays due to technical issues or incomplete addresses, so it is important that you double check your address before placing your order.

FAQs

How long will it take for my order to arrive? For UK orders you will receive your order in 1-2 working days if you select Royal Mail Tracked 24 delivery service, and 2-3 working days for the Royal Mail Tracked 48 delivery service. For International customers, it will on average take 3-7 working days to deliver your order, but this depends on the region and may vary.

When will my order be dispatched? Orders placed by 3:30pm will be dispatched on the same working day, provided there are no issues with your address. We have different options for delivery which can be found here.

I’m still waiting for my order to arrive? If the expected delivery date has passed, we recommend that you look at the viewport link provided in your dispatch email, to track your order. There may have been a delivery attempt or your package may have been left at a designated location. For any further issues, please feel free to contact us on [email protected] and remember to include your order number.

Do you offer next day shipping? We will soon

Custom fees

Custom fees vary depending on what country your order is being delivered to and the price of your order. Please be aware that if you are ordering to a country outside of the UK, you will likely be charged custom fees.

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 note that we cannot cancel an order once it has been placed, for more information please look at our refund and returns policy.

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

FAQs

How do I return an item? To return an item please fill out the form below and make sure you have not surpassed the 14 days threshold required for a return.

https://tracking.controlport.co.uk/e9ab6870/1541/return/8dd3f7

Alternatively, you could email [email protected] with your order number for more information on the return procedure.

How many days do I have to request a return? You have 14 days from the date of receiving your order to request a return.

How long does it take to get a refund? Please allow up to 14 days for the refund to be processed

What happens after I send a return? Once we have received a return, we make sure it is in a sellable condition and once we have accepted the return, we process your refund or exchange.

How can I exchange an item I ordered? An exchange has a similar process to a refund, you follow the link inserted below and select an exchange instead of a return.

What happens after I send an item that I want to exchange? We will do our best to send you the item you want in exchange of your order and if we are out of stock we will get in contact with you via email/phone to help you resolve the issue.

https://tracking.controlport.co.uk/e9ab6870/1541/return/8dd3f7

Can I get my shipping fee refunded? Shipping costs are non refundable and in the case of a return or exchange we do not refund or cover shipping fees.

Do you offer international returns? Unfortunately we do not accept international returns.

How long does my refund take to process? Please allow 14 days for your money to appear in your account.

Order Issues

For any order issues such faulty or incorrect items, please contact our customer service staff on [email protected] and be sure to include your order number. We aim to respond within one working day but please be aware that during busy periods we may take a little longer to respond to your emails.

Please know that our customer service team is operational from Monday to Friday 9:00am-4:00pm and can be contacted via email at [email protected].

FAQs

Can I amend my order after it has been placed? Once your order has been placed, we can no longer amend the order, if need be, please email us on [email protected] (with your order number) so we can further assist you with this matter.

Where is my order? You can track your order on the email you receive once its been dispatched.

How long will it take for my order to be delivered? Once the order has been dispatched, you will be able to track it on the email we send you. This email will also inform you what day it is expected to arrive.

I received an incorrect or faulty item, what should I do? We’re very sorry if this has happened and will do everything we can to resolve this issue! If this has happened to you please get in contact us via email on [email protected] and be sure to include your order number.

I received the incorrect product, how should I proceed? We take care in hand packaging all orders with great attentiveness and care, however due to human error and the large amount of packages we receive daily, sometimes these mistakes can happen. If you have found that you have received the incorrect item, please email [email protected] with your online purchase receipt and a photograph of the product you received, and we will proceed to sort out the problem as soon as we can.

How accurate is the picture compared to the product? We make every effort to ensure that the colour depicted on the internet most closely matches the colour of the original product. The colour quality may change on computers, phones, and displays due to variable pixel and display resolutions. Contact us via email at [email protected] if you need any more assistance, and we can provide you with additional pictures in different lightings and will guide you with placing your purchase.

Promos and Gift Vouchers

How do I purchase a gift voucher? At the top of our page, you will find a ‘Gift Card’ button, when you click on this, you will have the option to choose a HAWAA gift card and decide how much you’d like, from £10 to £100.

I ordered my Gift card a while ago and have not yet received it. When will I get it? Our Gift cards will be sent as e-vouchers via email, so you will not receive a physical gift card.

I bought a gift voucher, can I refund it? Gift vouchers are non refundable.

How do I use my voucher code? On your checkout page, there is a section for Gift card or discount code, enter your voucher/discount code there.

Other

How do I find the right abaya size for me? Please find a detailed guide to help you choose the right abaya/thobe for you in the Abaya Size Guide.

When will you get a restock? We try our best to make sure our products are in stock as much as possible, especially our best sellers. Since products may vary in restock periods, the best place for restock updates.

How do I make a purchase on the website? Simply, choose from a category that you wish to purchase from from our menu along the top of our site, or feel free to search for specific items, such as ‘hijab’ or ‘mens thobe’ etc. Once you've clicked on an item you'd like to purchase, select your size and press ‘buy it now’. All that is left is for you to pop in your details, such as your name, address and payment details to securely check out. Once this is done, our team will get started on packaging your order and will keep you regularly updated via email.

Why should I buy Islamic clothing online? Have the freedom of shopping for anything you'd like in the comfort of your own home. You can explore different styles and colours all at your fingertips. Buy for yourself or a loved one and have it delivered straight to your/their door.

Why should I make a purchase from HAWAA? Online purchases can always be daunting, that's why it's important that you ensure you are only purchasing from protected and trustworthy sites. HAWAA Clothing UK is that online website that allows for stress-free shopping. With our online chat on the website, we have team members always available to help guide you through your purchase. We also value all orders, so we ensure that we keep you updated every step of the way.

How do I choose the right size? The sizing charts on the product pages allow you to choose the appropriate size depending on your height and measurements. Traditionally, your height correlates to your abaya length, for example, a person that is 5ft4 would purchase an abaya size 54. If you require more sizing assistance, please email us at [email protected] so that a member of our staff may verify your measurements and provide you with the best fitting guidance.

TikTok Shop

All TikTok orders must be resolved on TikTok Shop and cannot be returned via our website return of exchange procedure. We are happy to help with any further questions, please feel free to direct your enquiries on the TikTok Shop chat. To contact us on TikTok, you will need to click on your order on your TikTok profile. You then need to scroll down to ‘Contact Seller’ where you can get in touch with us regarding your order.

TikTok Returns

Please be aware that TikTok returns have a different return procedure to process returns for website orders. You cannot use the website return link for a TikTok return. You must request a return on TikTok Shop. If you are returning multiple items, be sure to use every return label provided, as TikTok provides 1 return label per item you return. If you do not use all labels provided, this will likely result in you not receiving a full refund.

You can process a return by clicking your order on your TikTok profile and requesting a return there.

Please note that we have the right to refuse if the wrong item is sent or it is not in a sellable condition. If you miss the return period we will not be able to process your return as TikTok will cancel your return request.

TikTok Cancellations

We cannot cancel an order after it has been placed. Once an order has been processed, our fulfilment centre automatically begins fulfilling the order and we are not physically able to stop the order from being dispatched.