FAQs
Below are some of the most common questions we get asked.
ORDERS
What is the status of my order?
You will receive a shipping confirmation email with a tracking number once your order is dispatched. For additional inquiries about your order status, please contact us.
Do you include a packing list?
We do not include invoices or prices when sending out your orders, especially when they are marked as gifts.
Can I change my shipping address or method after I place my order?
Once an order is placed we cannot change the shipping method. Please double check your shipping information before submitting your order. However, if a mistake is made please message us via the Contact Us page and we will try our best to amend the information.
Can I amend my order for personalised/customisable good after it has been placed?
We understand that sometimes can be made in purchasing personalised/customisable items. We offer a 12 hour grace period to amend your personalised/customisable item free of charge. Please email info@ilhaam.uk with the subject AMENDMENT. After this period, we cannot amend the order.
How does pre-order work?
In order to secure your pre-order, payment is taken in full. Once the goods arrive and are assessed, we ship the items the same day or the next business day. Pre-orders can only be secured by this method.
SHIPPING
When will my order ship?
Standard processing time for orders is 1-2 working days. Orders placed after 3pm may be processed the following working day.
Processing and shipping times may increase during the Eid season.
Which courier do you use?
Our domestic couriers are Royal Mail and Evri. All our orders are sent with tracking numbers.
How long will it take to receive my order?
This depends on the service you select at checkout. If Tracked 24 is selected, then this is not a guaranteed next day service and Ilhaam is not responsible for Royal Mail delays.
What should I do if my package arrives damaged or incomplete?
Please inform our customer support team on info@ilhaam.uk within 12 hours of receiving your parcel, providing your order number and photographic evidence.
Do you ship internationally?
Yes, we do. For international deliveries we use DPD, UPS, Evri or Royal Mail. We offer Express International and Standard International as shipping options at checkout.
Will I have to pay any customs fees, import taxes, or duties?
International orders may be subject to sales tax, import duties, and customs charges determined by the receiving country. We recommend contacting your local customs office for further information.
RETURNS
I would like a refund. What is the process?
Please find our refund policy here.
How long will it take to receive my refund?
Please allow up to 5-14 business days for the refund to appear on your bank statement. An email will be sent when the refund is processed.