Refund policy

Last updated: 27 September 2026

This policy explains how to cancel an order, return an item and get a refund. It does not affect your legal rights as a consumer under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. Changed your mind? You have 14 days to cancel

You can cancel your order for any reason, including items bought in a sale, within 14 days of the day you (or someone you name) receive the goods. If your order arrives in several parcels, the 14 days start from the day you receive the last one. You can also cancel before your order arrives.

On top of this legal minimum, we give you 30 days from delivery to tell us you want to return an item.

How to cancel: email tawakkul.uk@gmail.com with your order number and the items you want to return, or send us the cancellation form at the bottom of this page. You don't have to give a reason.

Sending the items back: please send them within 14 days of telling us you are cancelling, to:
Tawakkul, Flat 3, 14 Baden Powell Close, Surbiton, KT6 7SW, United Kingdom.
Unless the item is faulty or wrong, you pay the cost of sending it back. We recommend a tracked service.

Condition: you can handle the item as you would in a shop to check it, but please don't wear it or remove its labels. If an item comes back used beyond what is needed to check it, we may reduce your refund to reflect the loss in value.

2. Your refund

We refund the price of the items and the original standard delivery charge (if you return your whole order). If you chose a more expensive delivery option, we refund only the cost of our cheapest standard option. We refund you within 14 days of receiving the items back, or of receiving proof that you have sent them, whichever is sooner, using the same payment method you used. We don't charge any fee for refunds.

3. Items that can't be returned for a change of mind

• Items made or embroidered to your own design, name or text (personalised items).
• Sealed hygiene items (for example hijab tape) if the seal has been removed after delivery.

These items are still covered if they are faulty or not as described (see section 4).

4. Faulty, damaged or wrong items

By law, everything we sell must be of satisfactory quality, fit for purpose and as described. If something is wrong, email us at tawakkul.uk@gmail.com with your order number and a photo if you can.

• Within 30 days of delivery you can reject the item and get a full refund.
• After 30 days, we will repair or replace the item. If that isn't possible or doesn't fix the problem, you can have a refund (after 6 months, this may be reduced to reflect the use you have had).

For faulty or wrong items, we pay the return postage.

5. Exchanges

The quickest way to get a different size or colour is to return the item for a refund and place a new order.

6. Cancellation form

You can copy this into an email if you want to use it (you don't have to):

To: Tawakkul, Flat 3, 14 Baden Powell Close, Surbiton, KT6 7SW, United Kingdom, tawakkul.uk@gmail.com

I hereby give notice that I cancel my contract of sale of the following goods: [items]
Ordered on [date] / received on [date]
Order number: [number]
Name: [your name]
Address: [your address]
Date: [date]