FAQS

You Asked, We Answered

WHAT IS YOUR RETURN POLICY?

At this moment we are unable to accept returns on the items. Please ensure you are 100% sure with your order, once you pay for your order we are unable to accept any returns or exchanges.

We are happy to do a one off cancellation under certain circumstances in which there will be a cancellation fee charged. PLEASE NOTE: IF THE ORDER HAS BEEN DESPATCH THERE IS NO REFUND EXCHANGE OR CANCELLATION.

HOW LONG DOES DELIVERY TAKE AND IS IT FREE?

Shipping is free on orders £100+ for the UK- (free DPD Delivery).

Orders will aim to be despatched within 24hours of ordering Monday-Friday ( We do not post or process any orders over the weekend) however, during busy periods please allow 72 hours for despatch (Unless priority or next day is selected). Busy periods may include restock, Launches and Eid.

We now offer 2 different couriers to deliver packages at which you can select at the checkout.

DPD:

Orders sent via DPD are fully step by step tracking and aims to deliver within 1-2 working days.

Royal Mail:

Orders sent via royal mail take 3-5 working days (2nd class) and 1-3 days (1st class) or next day delivery. It is a signed for service which isn't step by step tracking service. For next day delivery please ensure that the cut off time is 7AM for a possible same day despatch. If in doubt please contact us on email and if we can we will despatch same day (Cannot promise but if we can we will). Next day delivery is only delivery for working days e.g. Mon to Friday if you want a Saturday next day delivery please select for a Saturday delivery. Please ensure someone is home to sign for your order.

IMPORTANT NOTICE FOR UK ORDERS: If royal mail is used it is only insured of up to a £20 value regardless of how big the order is. If you choose royal mail please note incase if it goes missing we will only provide you with the value they compensate for (this excludes Next day Delivery as that is fully insured.) By selecting Royal Mail you have agreed to this term. Royal mail international orders are fully insured.

PLEASE NOTE:

Next day delivery will be despatched the same day if placed before 7AM. 1st class priority is £1 more but will ensure your parcel is despatched within 24hours. Any other shipping option in busy periods may take the full 72 hours for despatch.

MISSING/DELAYED ORDER AND IS IT INSURED FOR LOSS?

Insurance:

Royal Mail - priority first class, 1st class and 2nd class = up to £20 regardless of order value.

Royal Mail - Next day = Fully insured to the value of the order.

Royal Mail- International orders = Fully insured to the value of the order.

DPD- All DPD orders are fully insured to the full order value.

Please allow 10 days before contacting us (international) or 5 days (uk) or 1 day if its next day delivery if you haven't received your order. We cover all parcels for loss however, depending on which service/courier is used will determine the insurance value. Once the mail service has declared your parcel as lost we will send you a replacement of the value provided by the service. It takes 21 days from shipping to claim for loss of parcel (royal mail). Please note it is a very small chance that parcel's do go missing, please be patient as it may just be a delay.

We do not cover wrong address loss so please ensure your address is valid when purchasing. International orders that are returned to us- MUST be covered for full postage cost- it is not our fault if you are not there to collect your item or if your address is wrong. We don't cover the full cost of parcels that haven't been claimed due to missing delivery. We do not have return addresses on the packages, royal mail hold for 14 days before sending it to the national returns centre. In this case, a loss claim will be submitted and based of the compensation decided by royal mail, we will put that value onto a gift card or a replacement up to that value amount. It is NOT our responsibility to rearrange your delivery if it is missed. Royal mail leave a card in which you can go onto the website and arrange a redelivery. We are happy to help you arrange this if we are contacted in time but if it is out of the time frame it is not our responsibility.

DO YOU SHIP WORLDWIDE?

International shipping Starts at £13.99 for tracked international shipping (up to 7 days Estimated delivery and comes with a tracking reference). Please note once the order has been despatched, it is your responsibility to ask for tracking. Please note Raysha.co is not responsible for delays, any fees or custom charges on all international post. All international post is estimated not a guarantee delivery within that frame as it depends on how fast the country clears customs. ALL ORDERS ARE PROCESSED IN UK POUND STERLING- Please use a currency conversion to estimate what the value of your order will be in your country, once orders are placed WE DO NOT REFUND.

Please note Australia, Canada and American shipping rates are more expensive to other countries due to the cost of shipping from the UK. We still cover some of the postal cost however, if you wish to check the shipping rates to your country please refer to Royal Mail international shipping rates.

Shipping rates for international orders now depend on weight, the more you order the more the cost of shipping please see below:

weight: 0.1-1.4kg starts at 13.99 (£19 for Australia, Canada and the USA)

1.4-2.4kg starts at 18.99 (£28 for Australia, Canada and the USA)

2.4 + kg starts at 26.99 ( £40 for Australia, Canada and the USA)

We have given all our items a rough weight, please see below:

Abayas, Clothing and hijab boxes 0.5kg each (abaya sets or heavy satin abayas 1kg)

single hijabs 0.125kg

Accessories 0.1kg

We do apologise for the rates of international shipping however, these are the cheapest rates we can find as of now. We hope to continue to have your support and we are looking for alternative shipping options going forward.

Issues with your order?

We are only human and mistakes do happen and we are happy to rectify any issues as long as we are contacted and the issue is dealt with in a timely manner. Any issues must be reported to us within 24 Hours of receiving the order. Once we have acknowledged your email you must respond and a decision must be made within 7 days of us first replying - if you do not respond to us within that time, there is no guarantee that the first solution is still valid. We DO NOT DO REFUNDS.. if we can we will exchange if the same product and size is available depending on the circumstance. If we are unable to provide a suitable exchange the money will be put on to a gift card for our site as store credit which will expire 3 months later.

WE DO NOT COVER FOR STOLEN PARCELS UNLESS ROYAL MAIL COMPENSATE.

What is the privacy policy ?

All personal information is not shared with any other party. All images shared on the website are share with full consent.

Under the law any information gained is kept digitally saved and is only seen by me and the postal service. All information is kept confidential and is never shared.