Exchange & Return Policy
Returns, Exchanges & Refunds
We want you to love everything you order from Hijab and Co. If something isn't right, this page explains how we'll sort it out.
Damaged, defective or wrong items
Please check your parcel as soon as it arrives. If something is damaged, faulty, or not what you ordered, message us right away and we'll look into it. All claims must reach us within 3 days of delivery.
To qualify, the item needs to be unused and unworn, with its tags and original packaging, and you'll need your order receipt or proof of purchase.
Please record an unboxing video. For missing or damaged items, we'll ask to see a continuous video of you opening the parcel, so start recording before you open any packaging.
To make a claim, reach us at 03222128158
Exchanges
Hijabs: 3-day exchange window
Not happy with your hijab? You can send it back to our Karachi warehouse in exchange for a store voucher. We'd gently ask that you only do this if you really need to, as a lot of care goes into packing and dispatching every order.
To begin, message us on WhatsApp at 03222128158 within 3 days of receiving your order.
We can only accept items that come back in sellable condition, in the packaging and with the tags they arrived with. Items that are stained, worn, perfumed or altered may be declined, and in that case no compensation or voucher is given.
Please note:
- Each order can be exchanged once only. A second exchange on the same order isn't possible.
- Bundles can't be exchanged (see the list of excluded items below).
Abayas
Abayas can be exchanged for a different size only, depending on stock. If your size isn't available, we can't swap you into a different design, as long as your original order arrived exactly as promised. Exchanges based on a change of mind or personal preference aren't available for abayas.
Remember: all exchange requests must be started within 3 days of delivery.
How an exchange/return works
- Once we approve your request, post the item(s) back to our Karachi warehouse with your order ID written clearly on the outside of the parcel.
- The parcel must reach us within 10 days of approval.
- After we inspect it, we'll issue a voucher for the value of the item(s). It can be used on any future order and is valid for 1 month.
- Please record a packing video of your parcel before sending it for return or exchange as a proof.
If the item arrives stained, worn or altered, we may decline the exchange, and the return shipping cost will be charged to you.
Courier charges, both for sending the item back and for sending a replacement, are paid by the customer when the exchange is for change of mind or similar reasons.
From start to finish, the process can take around 15 to 20 days.
Voucher Deduction on Orders Above Rs 5,000
Orders above Rs 5,000 qualify for free delivery, and the delivery charge of Rs 200 is paid by us. Where such an order is returned, the following applies:
- Change of mind: Rs 200 will be deducted from the voucher issued for the returned item(s) to cover the delivery charge already paid by us.
- Defective, damaged or incorrect item: No deduction will be made.
Items we can't exchange
Unless the item is defective, the following can't be returned or exchanged:
- Namaz chadars
- Gift boxes
- Accessories: pins, underscarves, scrunchies, niqabs and niqab sets
- Sale items
- Discounted bundles
Refunds
All refunds are issued as store credit (a voucher for future purchases). We don't offer cash refunds.
Color Differences
Colours can look a little different in person than on your screen, because every phone, tablet and laptop shows shades in its own way. We try our best that product images displayed on website are as close as they can be to the original shade, but we can't promise an exact match.
To see how a piece really looks, check our Instagram stories and videos, or send our team a message and we'll share extra photos and help you pick. Also keep in mind that a shade name is only a label. Two items with the same name can look slightly different depending on their fabric and finish.
Refused parcels
Once we send your parcel, we've already paid for packing and delivery. So please only order when you're sure.
If you refuse your parcel after it has been dispatched (at your door or anywhere on the way) and if you place a new order later:
- You will have to pay the delivery charges before we send it. Our account details are as follows. Please note the details accurately as we will not be responsible for the transaction made to any other account. We don't have any other accounts and this is the only official bank account owned by us.
Bank AL Habib
IBAN: PK74BAHL5033008100188201
KSA Ventures
By placing an order on our website, you agree to this policy.