Shipping policy
Shipping, Delivery & Cancellation Policy
At Veiled In Haya, we aim to process and dispatch your order as quickly as possible. Please read our shipping and cancellation policy carefully before placing your order.
Shipping & Dispatch
We usually ship our parcels through Royal Mail or another trusted courier service where required.
Orders are normally dispatched within 1–2 working days after the order has been placed. During busy periods, promotions, holidays, or high order volumes, dispatch times may take slightly longer.
UK Delivery Time
UK deliveries usually take around 2–7 working days after dispatch. Please note that delivery time frames are estimated and cannot be guaranteed, as delays may sometimes occur due to courier handling, weather, public holidays, or other circumstances outside our control.
Tracking Information
Once your order has been dispatched, tracking updates will usually be available through the Royal Mail website or the relevant courier tracking system.
Please note that tracking updates may not always appear immediately and can sometimes be delayed. Customers are responsible for checking their tracking information regularly once the tracking details have been provided.
Courier Delays & Delivery Disputes
If your parcel is delayed, lost, or there is a dispute regarding delivery, Veiled In Haya will first need to raise an investigation with the courier company.
We are unable to issue a refund or send a replacement item until the courier investigation has been completed. Courier investigations can take several weeks and, in some cases, may take up to 12 weeks.
If the courier company confirms compensation and reimburses us, we will then reimburse the customer accordingly. The refund amount will only be based on the amount received from the courier company and will not exceed that amount.
Incorrect Address or Returned Parcels
Please make sure your shipping address is entered correctly at checkout.
If a parcel is returned to us due to an incorrect or incomplete address, failed delivery attempt, refusal to accept delivery, or any other reason caused by the customer, we will refund the item value only.
Shipping fees will not be refunded in these cases.
International Orders, Customs & Duty Charges
For international customers, any customs fees, import duties, taxes, or additional charges applied in the destination country are the responsibility of the customer.
These charges are set by the local customs or postal authority in your country and must be paid directly by the customer. Veiled In Haya is not responsible for any customs, duty, or import charges.
Order Cancellations
Once an order has been placed, we may not be able to cancel it, as orders can be processed and packed quickly.
Please check all details carefully before completing your order, including:
- Abaya size
- Colour or style selection
- Customer name
- Shipping address
- Contact details