We generally use Royal Mail as our courier service.

Dispatch usually takes place 1-2 WORKING days after an order is placed (this may be longer during busy time periods). UK deliveries may take up to 2-7 working days

DELIVERY TIME-FRAMES ARE NOT GUARANTEED.

Tracking updates take place through the Royal Mail  website (or other courier) and there may be delays in live updates. It is the customer’s responsibility to check tracking updates and not Fatu’s Closet’s to inform of any issues.

If there are courier delays with your order, or disputed delivery, we will not be refunding or sending another item out without there being an investigation made by the courier company FIRST. This can take a several weeks (even up to 12 weeks) and only if the courier company reimburses us, will we reimburse the customer. We will only reimburse the amount we receive from the courier company, not more.

Occasionally, UPS deliver to a local Access Point if a delivery was attempted and the recipient was not available to receive the parcel. Any disputes if a delivery was attempted will need to be addressed with the courier. If a parcel does not get picked up from an access point and is then returned back to the sender, Fatu’s Closet will not be responsible for refunding any shipping fees – only the item value. If a parcel is returned back to us for any other reason, we will refund the item value only and NO SHIPPING FEES. Only if the courier reimburses Fatu’s Closet for their fees, will Fatu’s Closet reimburse the customer. 

Packages to Europe and other countries 

Due to the new Brexit rules, shipments to Europe may incur customs fees. It is the customer’s responsibility to clear these and not Fatu’s Closet. If a parcel is returned back to us due to unpaid fees, and if there are freight or outstanding charges due to the return shipment, Fatu’s Closet will deduct this before issuing an item value refund. Fatu’s Closet will only refund the item value with no shipping fees (minus any extra charges).

International Packages 

Please check with your country if you live outside of UK or Europe, if custom/duty fees will be charged. Fatu’s Closet will not be responsible for any custom/duty fees and it is the customer’s responsibility to clear these. Fatu’s Closet have no say whatsoever if there will be any customs or duty fees and how much they will be. 

Order processing time  (Please read updated arrangements at the top)

All items ordered, are dispatched within 1-2 working days of cleared payment. Please allow extra time for busy seasonal periods such as Ramadan and Eid. In addition, please be aware, coming up to and during national holidays such as Easter, Christmas and bank holidays will need extra time too. We do not provide refunds for any delays by the courier.

Please make sure to provide us with the correct address, as Fatu’s Closet will not be held responsible for costs incurred or lost packages due to errors in address details.

On some occasions, if more than one order is made to the same delivery address and the first order is not shipped out, items may be packaged into one parcel. Similarly, there may be occasions where items in one order will be shipped out as more than one parcel. 

Lost/Delayed Parcels

Fatu’s Closet cannot take responsibility for delays that occur with Royal Mail/UPS or other courier services. Additionally, Fatu’s Closet cannot be held responsible for any lost parcels, because once the parcel has been dispatched by us, it is then the courier service’s responsibility to deliver it. If your parcel does not reach you, we will have to contact the courier company to start an investigation. This can take several weeks and we will only consider refunding a lost item 70% of the current item value, (to cover missed stock-keeping time), 4 weeks after the estimated delivery date. 

Fatu’s Closet will always book orders to be delivered to the address provided. It is not Fatu’s Closet’s responsibility if the customer places an order with an incorrect or incomplete address. In addition, it is not Fatu’s Closet’s responsibility if the customer is unavailable to receive a parcel. A note/card or text may be left by the courier or a message on tracking and it is the addressees responsibility to follow it up. This also applies for international deliveries.

Working days DO NOT include weekends.

If you require express shipping and the option doesn’t appear at checkout, please contact us via email to enquire.

The total shipping price will be calculated at checkout based on the total weight.

Please note: any taxes/fees/charges incurred at customs in your country will not be paid by Fatu’s Closet. It is the customer’s duty to pay these and when items are returned because taxes are not paid, we will only refund the item value, not any delivery fees.

Larger Orders

For larger orders over 10 abayas, please contact us for custom shipping rates.

Undelivered Items

If parcels are sent back to us for reasons such as ‘undeliverable address supplied’ or ‘unclaimed deliveries’, shipping fees would have to be repaid in order to send out the parcel for the second time. 

The customer can ask for a partial refund instead and this would be minus any shipping fees. A refund of 70% of the current item value (to cover missed stock-keeping time) will be issued once the parcel is back in our possession.

Fatu’s Closet will not be held responsible for any custom charges your home country may impose. Please include a valid and correct phone number in case customs need to contact you. 

Tracking of Orders

Tracking numbers and the name of the courier service will be emailed to you upon dispatch. For Royal Mail deliveries, orders can be tracked directly via the Royal Mail Track and Trace service for UK shipping or via other courier tracking services for international deliveries.

Returns 

For returns, please see our Returns policy for further details.