You have the right to cancel your order, or any item purchased online from NoorOfficial if item(s) have not yet been dispatched and it’s within 8 hours of purchase. If order has not been dispatched and within 8 hours of purchase, please contact [email protected] as soon as possible to arrange a cancellation before the order is dispatched for a full refund with delivery fees.
All order cancellations must be made in writing to [email protected] quoting your order reference number with receipt or proof of purchase, within 8 hours. If your order has already been processed and dispatched to you, it will be necessary for you to return the goods following our return procedures detailed below so that we can process your refund. We will issue a full refund for item(s) purchased online that are returned excluding shipping costs even when bought with free delivery as a promotion. REFUND POLICY below will be followed.
Item(s) must be returned in original resaleable packaging, unworn, unwashed, with original tags intact and no smell, marks or perfumes indicating wear.
Customer will be responsible for all return costs and the care of the item till it gets to us, therefore we recommend returned items to be sent in a form of recorded delivery, insure the parcel for the value of the goods and retain all records of delivery. We will not accept responsibility for items lost in transit. NoorOfficial will not reimburse the cost of return shipping costs. *NoorOfficial will not be responsible to pay for Customs duties in order to receive our items, so a customer needs to make provision for that in return costs.
EXCHANGE POLICY
We will exchange sale or non-sale items which are returned to us within 14 days of buyer receiving item(s). To be eligible for exchange we must receive item(s) in its original resaleable packaging, unworn, unwashed, with original tags still intact and no smell, no marks or perfumes indicating wear.
All order exchanges must be made by emailing us on [email protected] quoting your order reference number and proof of purchase (receipt/invoice) within 14 days of customer receiving item(s). You should state which item(s) you would want to return for exchange in your writing. You will then get a response within 48 hours with further details on how to exchange the item(s). Our return policy must be followed to return any item(s) eligible for returns to us for exchanges.
No exchanges are offered on skincare, underwear, food and perfumes due to hygiene reasons.
In the interest of hygiene and covid reasons, hijabs and under caps will only be accepted for a return to be exchanged if they have not been worn, tried on, no marks and with original packaging and tags intact.
Customer will be responsible for all return costs and the care of the item till it gets to us, therefore we recommend returned items to be sent in a form of recorded delivery, insure the parcel for the value of the goods and retain all records of delivery. We will not accept responsibility for items lost in transit. NoorOfficial will not reimburse the cost of return shipping costs.
NoorOfficial will not be responsible to pay for Customs duties in order to receive our items, so a customer needs to make provision for that in return costs.
Exchanges will be made by deducting initial shipping costs from customer’s initial purchase. Customer will also have to pay any difference in price of the newly selected item after initial shipping fees are deducted.
*Customer will have to pay for additional shipping fees (rate in shipping policy according to location) for us to send exchanged item.
Depending on how busy we are it may take up to 10 days to process your exchange from the day it is being received back and during Ramadan/Eid it may take up to 21 days.
If an exchange is not accepted due to returns policy not adhered to, we will have to return the order back to purchaser at an additional delivery cost. We reserve the right to hold unaccepted returned item till the additional return shipping fees is paid.
We reserve the right to refuse exchanges if the exchange and returns procedures have not been followed.
RETURNS POLICY
Any customer wishing to return any item(s) for exchange, refund or already dispatched cancellations must email us first on [email protected] quoting your order reference number and proof of purchase (invoice/receipt) within 14 days of customer receiving item(s). You should state which item(s) you would want to return and reason for return. You will then get a response within 48 hours with further details on how to return the item(s) to us.
We will only accept returns of sale or non-sale items which are returned to us within 14 days of buyer receiving item(s). To be eligible for returns in order to exchange or get a refund, we must receive item(s) in its original resaleable packaging, unworn, unwashed, with original tags still intact and no smell, no marks or perfumes indicating wear.
If any free items were sent with your order as part of a promotion, these items must be returned along with the purchased item to receive a full refund excluding shipping fees.
No exchanges or returns for refunds are offered on skincare, underwear, food and perfumes due to hygiene reasons.
In the interest of hygiene and covid reasons, hijabs and under caps will only be accepted for a return if they have not been worn/tried on in their original state with all tags attached.
REturn of SALE ITEM – Sale items may be returned for an exchange only. No return for refund is offered on sale items. Please ensure you are mindful when purchasing a sale item. If you require more product and/or sizing information, please email us on [email protected]
before purchasing.
Customer will be responsible for all return costs and the care of the item till it gets to us, therefore we recommend returned items to be sent in a form of recorded delivery, insure the parcel for the value of the goods and retain all records of delivery. We will not accept responsibility for items lost in transit. NoorOfficial will not reimburse the cost of return shipping costs.
NoorOfficial will not be responsible to pay for Customs duties and charges in order to receive our items, so a customer needs to make provision for that in return costs.
All exchanges or refunds will be made by deducting initial shipping costs from customer’s initial purchase payment. Customer will also have to pay any difference in price of the newly selected item(s) after initial shipping fees are deducted. *Customer will have to pay for additional shipping fees (rate in shipping policy according to location) for us to send exchanged item.
If a return is not accepted based on a customer not following all our return policy, the return will be refused, and the item(s) will be returned to the purchaser. If we must return the returned item(s) back to you in this instance, a shipping fees will be applied with the cost based on our shipping policy depending on customer’s location. The item will remain on hold until this fee is paid.
If you received a promotional offer when you placed your order and are no longer eligible for this promotion as a result of a return, this will be reflected in the refund received.
Please note that original shipping charges are non-refundable and if your shipping fee was waived (thanks to free-shipping promotion), refund will be excluding shipping fees.
We reserve the right to refuse returns if the exchange and returns procedures have not been followed.
Depending on how busy we are it may take up to 10 days to process your return from the day it is received back and during Ramadan/Eid it may take up to 21 days.
You will receive refund on accepted returned items based on our refund policy.
HOW TO RETURN AN ITEM IN GHANA – For items purchased online in Ghana, please email us on [email protected] with your order reference number, proof of purchase (invoice/receipt) and reason for return. You will then receive a reply within 48 hours with further details on how to return the item. Please note all shipping costs are incurred by the buyer. *All return policies must be followed.
HOW AN INTERNATION CUSTOMER CAN RETURN AN ITEM – Please email us on [email protected] with your order number, proof of purchase (receipt/invoice) and reason for return. You will then receive a reply within 48 hours with further details on how to return the item(s). If you are returning item(s) to us from outside Ghana, you must complete a customs declaration when shipping, clearly stating that the package contains ‘RETURNED GOODS’. If your return parcel is stopped at Ghana Customs and a charge levied, we will refuse payment and the package will be returned to the sender(customer). Under no circumstances can NoorOfficial pay customs duty in order to receive back our items. *All return policies must be followed.
REFUNDS
When will I receive my refund? Once the return has been approved (This can take up to 10 days on normal weekdays or up to 21 days on busy times like Ramadhan/Eid, once item(s) has been received back) you will receive a confirmation email indicating that your refund has been approved (excluding shipping costs) and processed. You will receive your refund via the same means used to make your purchase or unless advised otherwise.
Remember that payments to your credit card always depend on your bank/building society and can in some cases take 7-10 working days to reach your account after processing refund.
We will refund non-sale items provided the item(s) is returned to us in it’s original resaleable packaging, unworn, unwashed, with original tags still intact and no smell, marks or perfumes indicating wear within 14 days of customer receiving item(s).
Items on sale are not eligible for refunds but can be exchanged within 14 days of customer receiving item(s).
All Refunds will be made excluding shipping fees.
If an item returned for refund does not conform to our return policy, the return will be refused and item will be returned back to purchaser. Refund will also be refused. Customer will have to pay for additional delivery cost for the unaccepted returned items to be returned. We reserve the right to hold items till the additional shipping fee is paid for item(s) to be shipped.
If you received a promotional offer when you placed your order and are no longer eligible for this promotion as a result of a return, this will be reflected in the refund received.
Please note that original shipping charges are non-refundable and if your shipping fee was waived (thanks to free-shipping promotion), refund will be excluding shipping fee.
We reserve the right to refuse refunds if the returns procedures have not been followed.
