Shipping

 

UK Delivery
Standard Delivery within 3–10 working days. Any item ordered will be shipped within 3-5 working days.

Europe Delivery
The cost rate of delivery to Europe is higher. Any item ordered will be shipped within 5-7 working days.
Delivery outside the EU may be subject to local taxes which will be your responsibility.

Made to Order
Items which are made to order will be shipped within 21-30 days to anywhere in the world.

Rest of World Delivery
The cost of delivery to Rest of World is available by request to find out the best rate for your country please email us at info@fabihasultana.com

Any item ordered will be shipped within 5-7 working days.

Delivery outside the EU may be subject to local taxes which will be your responsibility.

Ordering & Shipping:

PLEASE NOTE: You will receive a confirmation email when your order is complete. If you have not received your order confirmation, please check your junk mail. If still not received please contact: orders@fabihasultana.com

Before you receive your items - Things don’t always go to plan, and we know that. That’s why we wait 30 minutes after you place your order before we start making it. Within these 30 minutes, you are welcome to contact us if you wish to edit or if you change your mind. If you have any questions about your order or have any doubts about your design get in touch with our friendly customer service team who will be more than happy to help. Within these 30 minutes, if you contact us to cancel the order, we will be able to issue a full refund.

When you place an order with us, it’s not just a product that you are purchasing, but a service as well. We handmake every product and personalise it to order, so as soon as we start production of your bespoke items, we have already invested into the ink, transfer paper, materials, and the workforce time specifically for your order. This means that if you wish to cancel after the production of your order has begun, we would be unable to offer a full refund, however alternative options will be discussed with you and a partial refund may be possible. Contact us within these 30 mins after order has been placed for further advise: orders@fabihasultana.com

No matter what, we will always be able to help you. Contact us if you have any issues with your order, whether it is before or after we have started production - and we will see what we can do.

Note: If by accident you have put the wrong shipping address please take into notice this is not under our control and is a mistake on your behalf for which we are not responsible for. However, please get in contact with us as soon as possible and we will try our best to make further adjustments.

Returns

1. What’s your return policy? 

We do not accept/offer returns, exchanges, or cancellations, due to the nature of our service and production stages. But please contact us if there’s something wrong with your order and we will try our best to see what we are able to do. Please let us know by contacting us at orders@fabihasultana.com.

Please note: Fabiha Sultana® Ltd reserves the right to refuse all returns. Should you have further concerns, please email us: orders@fabihasultana.com

 

2. Damaged Items:

We’re so sorry if the product you ordered arrived damaged. If your items are received damaged, please send a photo with the damaged item along with your order number to orders@fabihasultana.com with the subject line: ‘Damaged’. You must provide us with photos of the damaged product, your order number, and any other details you may have about your order. This should be done within 24 hours of receiving your order. We will then observe and get back to you with a resolution as soon as possible! 

3. Do you offer refunds? 

Refunds are only offered to customers that receive the wrong items. If this applies to you, please contact us at orders@fabihasultana.com with photos of wrong items and we’ll sort that out for you.

4. When will I get my order? (Processing/Delivery Time):

The time we need to prepare an order for dispatch varies. For details, see individual items. Usually preparing and fulfilment of an order takes 3-7 business days, after which it's shipped out. The shipping time depends on your location but can be estimated between 3 and 10 business days.

Products via our Bespoke Service same conditions and policies apply as stated throughout this website to this limited service. However, except only processing and delivery time, this varies due to the nature of this service as it takes longer for order fulfilment and processing time. Lead time on items / or to complete any bespoke orders can vary between 3 - 15 weeks. This is an estimation and really depends on the order itself. During this service we will quote you on a lead time - again this is a lead time (an estimation) and is calculated according to our suppliers and service period for the business. For more information on this service please visit the ‘Services’ page and click on ‘Bespoke Service’ and read more. If you have further questions please contact us. Once spaces have been filled and we come to a busy trading period we reserve the right to reject any bookings and remove this service from our website without notice. This won’t affect any customers who have been signed on to the service before removal of service, we will continue to provide the service to existing bookings made at that time until order has been fulfilled, without any inconvenience.

5. Customs and Import taxes:

Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs. An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

6. Order not received. What should I do? 

Before getting in touch with us, please help us out by doing the following: 

1) Check your shipping confirmation email for any mistakes in the delivery address. 

2) Ask your local post office if they have your package. 

3) Stop by your neighbours in case the courier left the package with them.    

Pro tip: Package theft is on the rise — If you're expecting a home delivery and you know you won’t be home to accept it, use an address where you know you'll be! If the shipping address was correct, and the package wasn't left at the post office or at your neighbours, get in touch with us at orders@fabihasultana.com with your name and order number. Please expect a delay in shipping during peak periods including launches and promotions.

Note:
Once all orders are shipped Fabiha Sultana® Ltd is not liable for any damages during transit/shipping or loss of parcels. Any issues after shipping will need to be dealt with Royal Mail. Should you wish to receive a Royal Mail postage reference number for your order, kindly email us at orders@fabihasultana.com with your order number with subject line ‘PARCEL NOT RECEIVED’. You are responsible for return postage costs if ever came to that stage in service and we suggest you use a trackable delivery service. We will not accept any responsibility for items lost or damaged during return transit.

 

7. Order Cancellation:

We aim to ship your order as quickly as possible so unfortunately cancellation requests cannot be considered. Please take extra care when selecting your items.

8. How do I track my order? 

If your shipping method includes tracking, you’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at orders@fabihasultana.com

9. Can I exchange an item for a different size/colour? 

At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing chart - we have one for most items listed on our store. However, some items may only be sold in a standard size, please check in the product description section to enquire about the size before you place your order. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know within 24 hours after receiving your order. Include your order number and photos of the mislabelled item, and we’ll send you a new one - Before doing this we will contact you with further information.

Note: Whilst we have made every effort to ensure colours and images of our products are shown as accurately as possible, we cannot guarantee the accuracy of your computer’s display. On screen colours should be used as a guide only. It is your duty to contact us before placing your order so we can try our very best to give you best experience and order fulfilment. By law it is your duty to enquire and read our policies to understand our services.

We reserve the right to refuse any refunds based on any expectations of colour, design, design quality or any product details of any designs and products. Although we inspect each item very carefully and provide the best of materials, we cannot guarantee to sync in line with every customers expectations. It is your duty to contact us directly via Contact Form to get the best advice and guidance by contacting us prior to placing any orders for any enquiries you have. With the subject line: ‘Enquiry of Product’. This will help us give you a good experience through our online service. We want to help you every step of the way as much as we can according to our policies.

FREQUENTLY ASKED QUESTIONS:

Q1. There is something missing from my order, what do I do?

Oops! Even we make mistakes sometimes. If you have a missing item, please email orders@fabihasultana.com and add 'Missing Item' in the subject field. Please include your order number, and the name of the missing item/s in your email.

Q2. Can I gift your products directly to a friend?

Yes, you can! If would send your order to a friend, ensure the shipping address is theirs and not your own. If you want us to leave out the packaging slip (which includes the prices of each item) let us know in the notes section of your order or by emailing us with your name, order number and any other details you may have about your order. We try our very best to give you the best experience through our services and we take communication very seriously. We will try out very best to reply as soon as possible.