Delivery & Returns

All UK deliveries are fully tracked.

All European/International deliveries are tracked until your parcel reaches the final destination country, then your local courier will deliver the parcel to you within 3 working days of reaching here. If you need to know which courier will be delivering once the parcel has reached the destination country – please email us at info@habibelondoncom for assistance.

Please note that these charges only include delivery charges. Therefore non- EU customers will be responsible for any import duties and local taxes.

How does your delivery work?

We use a large network of couriers to deliver your goods from habibelondon.com as we realise how important it is you receive them as you expected. Dependent on the size and weight of your parcel and the delivery option you chose we allocate the courier we believe will deliver your order to you in the quickest time.

How do I know my tracking details?

Once we have dispatched your parcel, which is 2:30 pm on the next working day, an email will be sent to your registered email address, advising your tracking number and tracked links to see the journey of your parcel.

What if I miss my delivery?

UK DELIVERIES

If your parcel is being delivered by A UK courier then they will try to deliver to you a maximum of 3 times, if the parcel still is undelivered after this time, then the parcel will be re-directed back to us. You are free to contact us on our email address if this is the case and advise a more suitable address for delivery, if this can be arranged, we will need to wait for the parcel to return to us and then send it back out for you.

If a parcel is returned to us, we will contact you to re-arrange delivery.

Couriers may also post a card through your letterbox to allow you to collect your parcel from the local depot. If this is the case, the card you receive will hold instructions on how to do so.

INTERNATIONAL/EUROPEAN DELIVERIES

If your parcel is an International/European delivery and you miss it, the actions of the courier differ country to country, if you do miss your delivery – please email us at our customer services email address and we will be able to advise what happens next.

My order has not arrived?

If your order has not arrived by the estimated delivery date, we're here to help. Please email us at our customer services email address for any queries: info@habibelondon.com

When you email, please quote your WEB order id for efficiency.

Do I need to sign for my parcel?

With UK Next Day and UK standard delivery, if the courier is able to obtain a signature they will do so.

International & European customers, in most cases a signature will be obtained.

Do you deliver on Sundays and Bank Holidays?

Most courier’s do not deliver on these days as they are not seen as working days, if you order on a weekend or bank holiday, your parcel will be dispatched the following working day.

Do you deliver to work addresses?

We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place, not the person.

Returns Information

Free UK returns are available for customers who order direct from our website

Our returns policy?

Returns are simple, straight forward and free of charge for UK customers. We guarantee to refund you any item you are not completely happy with when you return to us in a saleable condition within 60 days of receipt.

Please do not remove any labels or tags, and when returning items to us, please place the products in their original packaging.

Refunds will be made minus the delivery charge as per our regulations.

If you have received a free delivery with your order and have returned all of your order, then a refund will be made minus the delivery charge. This is to cover the cost of sending the parcel to you initially.

How much does it cost to return an item?

UK customers - There is no charge for returning products from within the United Kingdom. A free returns label is included with your order. If you've misplaced your UK returns label, you can download a new returns label. This can be found in Order History in My Account (please remember to add your order number).

If you wish to return a product from outside of the United Kingdom, you must pay the cost of returning the product to us.

How do I return an item?

Please follow the below process for returning your parcel to us:

• Re-pack the item in its original packaging with labels and tags still attached.

• Cover your address label with the address label provided with your delivered parcel.

• Return the package via the Post Office. You MUST obtain proof of postage from the Post Office.

Keep your certificate of postage safe as you will need this as your proof of return. For UK customers - We have set up a return process with Royal Mail which allows you to return unwanted items free of charge by using the postage-paid label provided with your order.

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How do I return a faulty item?

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• If you receive a faulty item and would like a refund, please state the fault on your returns label, and include your order number (found in Order History in My Account)

• Attach the returns label to the outside of your package.

• Return the package via the Post Office. You MUST obtain proof of postage from the Post Office.

• Keep your certificate of postage safe as you will need this as your proof of return. We'll examine the faulty product and be in touch with information of what refund you are entitled to via email within a reasonable period of time.

• Alternatively, if you have received a faulty item and want a replacement, please contact us at info@habibelondon.com.

 

How long will my refund take to be processed?

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• If you would like to return an item, we will refund you within 7-14 working days of receiving your return. Please note, this is provided that the product returned is received back by us within the 60 day returns period, or is faulty.

• Faulty products returned by you will be refunded in full, including a refund for the delivery charges for sending the item (where applicable). However, if there is more than the returned faulty item in the same order, the delivery charge will not be refunded.

• In the event that we do not receive your returned goods, we will ask you to provide the certificate of posting from the Post Office as proof of postage. We reserve the right to refuse a refund if you are unable to provide the certificate of posting.

• We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

 

Can I exchange an item?

Unfortunately, we are not able to process exchanges at this moment in time. If you would like to return an item, please return your item as outlined in the above sections and we will happily process a refund for you. You can then re-order if you wish to do so.

Can I return lingerie?

Unfortunately due to health & safety, we are unable to accept returns of briefs. We DO NOT accept returns of briefs if you return these you will not be refunded. If you wish to return a bra back to us, then this must be unworn in its original packaging with all original tags attached. If you need any further assistance, please do not hesitate to contact us at our email address which is – info@habibelondon.com – Thank you