Delivery and order information

My Order & Delivery:

Delivery Costs & time estimates

Other Information:

I haven't received everything I ordered:

Items you ordered from IslamicGoodsDirect.co.uk may sometimes be sent in more than one delivery, even if you've requested that you receive them all together. For example, you may receive multiple deliveries if your order contains an oversized item that needs to be dispatched separately.

Regardless of the number of deliveries you receive, you'll only be charged the amount that was originally quoted to you at the time you placed your order. To find out if the missing items are on the way, check Your Account.

If you accounts status shows ‘Part Despatched, then it means we have partially despatched your order and the remaining items are waiting to be despatched, as soon we get more stock. Normally it shouldn’t take longer than a week but if there are any further delays, we should let you know via email. Please remember that you are never charged for items until they are actually available with us to be despatched.

If you order status shows ‘Part Despatched/Closed’ it means that we have despatched whatever was in stock and your order is now closed.

Occasionally, after you have placed order, we discover that an item(s) that you ordered is either damaged and is not in a saleable condition or we simply can’t find it on our shelves. We can normally get more stock very soon, however, in some cases this is not possible. In that case, we have to partially despatch your order and close the rest. However, rest assure that you will not be charged for non available items at all.

I have missed my Delivery

If an attempt was made to delivery your order but you were not at home, our courier would have left you a card with their phone number on it to rebook your parcel. Please ring them directly to book a convenient day for redelivery. Please do not call us to book redeliveries because we do not have the re-booking facility, only your local depot can help, therefore, please call the number on the card. Thanks.

My order is damaged

In the unfortunate event of your parcel been damaged, and it showing obvious signs of damage to the outside, you should notify the courier driver at the time of delivery and should not sign acceptance note without making a note on it about the damage. If you prefer, you may reject the parcel due to damage but please make sure that you have obtained a proof from the driver that the packet is returned or is not accepted because it is damaged. In most cases drivers will have digital scanners and notepads, in which case you will just have to make sure that the driver has made a digital record of the damage and has asked you to sign it. If this has not happened then please notify us within 24 hours by either sending us and email from your account or by phoning our Customer Service helpdesk.

In most cases, it is just the external box or packet that is damaged but the contents inside remain unaffected. Therefore, you may open the packet and inspect inside and if the contents are not damaged, you may accept the order. However, even in that case please tell the driver to make a note on his digital notepad or issue you a written note (in case driver doesn’t carry digital notepage/scanner) to say that the parcel was damaged. We would also appreciate if you immediately notify us that although you have accepted the packet but it was damaged. This helps us, and the couriers, to keep a check on quality and to make sure that your packets are handled with greater care next time.

If you have returned the packet, we will send you a replacement, as soon as we have been notified by our couriers that the original packet is coming back to us.

In the unfortunate event that the packet from outside was ok, however, when you opened it the contents inside were damaged, please notify us immediately, preferably within 24 hours, but no later than 48 hours, to allow us sufficient time to submit your claim to the courier (within their 72 hours deadline). Any damage claims made by you after 48 hours will be rejected. However, this does not affect your statutory rights.

If you have followed the instructions above, and we have successfully made a claim on your behalf, we will then arrange for a replacement order sent out to you at no extra cost to you.

Something that I ordered is deffective

You have the right to return a faulty item within a reasonable period of time. Please keep all the warranty information that accompanies your item as this will be needed should there be a fault. In the unlikely event that you have a faulty item, you may find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you. However, if you wish to contact us regarding this, please login (hyper) to your account(hyper) via our homepage(hyper) and then clicking on View the Orders that I have Made, and by following the instructions from there.

Once we have received the faulty item back, we will coordinate with the supplier/manufacturer to seek their approval to send you the replacement. We have to do this because supplier/manufacturer has a right to inspect the defective item to establish the cause of defect. If they think the defect was there and the cause was not due to your fault, they will authorise us to either issue you a replacement. However, if we do not have the item in stock, we reserve the right to issue you a refund for the cost of the defective item.

In the rare case of item found not to be defective, or the item becoming defective due to your fault, you will be informed about it and you will be asked to either pay for the cost of having the item delivered back to you. We also reserve the right to charge you for any additional costs incurred by us for shipping item to the supplier/manufacturer.

I have received wrong item(s)
oops!

First of all, our sincere apologies. We are all humans, and despite all our efforts, sometime we can make a mistake. As soon as you find out we've sent you an incorrect item, E-mail Us and let us know. We'll send you the correct item as soon as we can. Send the original item back to us (customer service will provide instructions on how to do this) and we'll make sure you are not charged for it.

Note: in the event of IslamicGoodsDirect.co.uk sending you a replacement for an incorrect item, you must return the original item to IslamicGoodsDirect.co.uk within 30 days. IslamicGoodsDirect.co.uk reserves the right to charge the price of the replacement to the payment card used for the original order if the item is not returned within 30 days of the date on which IslamicGoodsDirect.co.uk confirms we will issue a replacement.

And if you've grown quite attached to the item and want to keep it, just E-mail us and we'll charge the cost of the item to the card you used to place the original order.

I want to return something

No problem. Read Our Returns Policy help pages to find out what to do.

I want to cancel my order

If you've accidentally placed an order or just changed your mind, don't worry. You can cancel or amend any order by emailing us, but before we have changed the status of your order to ‘Processing’ , ‘Despatched’ or ‘Part Despatched’. In that case, you will need to wait until the order is delivered to you before you can cancel the order. Read Our Returns Policy to find out more.

To Cancel your order click here

For more information on returning items, See Our Returns Policy

How long will it take for my order to arrive

DELIVERY TIMES

Delivery time is not the total time it will take for your order to arrive. Total time is also dependent on the Availability of the item/s in your order.

An order's delivery time is the time it takes to get to its destination after leaving our fulfilment centre.

DELIVERY TIMES

Estimated Delivery Times:

UK Mainland:

Super Saver: 3-5 working days

Guaranteed Next day (by 10AM, by 12 Noon etc):
As selected by you (e.g. if selected ‘by 10 Am, you should get it by or before 10 AM)

Saturday Delivery: Anytime on Saturday, unless you have selected timed delivery.

International: Please check our International Delivery Guide

AVAILABILITY GUIDE

An item's availability is the estimated time it will take us to get it, pack it and prepare it for dispatch. The availability of an item enables you to calculate how long it will take to receive it after you place your order:

AVAILABILITY GUIDE

Note: availability is not the total time it will take for your order to arrive. Total time is dependent on the destination of your order and the delivery options you choose. See Delivery Times.

Despatched within 24 hours or Despatched within 48 hours: item is in stock and will take up to 48 hours to pack and prepare for dispatch

any other specific length of time (eg: Despatched within 5 days, Despatched within a week): item is not in stock and will take this amount of time to receive from the supplier, pack and prepare for dispatch

not yet available/published: you can still order this item; it will be sent to you as soon we receive it from the supplier. The latest release-date information we have from the suppliers may also be displayed

OUT of STOCK: this item may be out of stock with our supplier or out of print. If you would like to purchase it, we recommend you either BACK ORDER it or occasionally check this page to see if it has become available.

Delivery costs & Delivery time to a UK destination

Following your feedback, we have revised our delivery costs and have also said good bye to Royal Mail because a large majority of you were not happy with the amount of stress caused due to delivery delays caused by Royal Mail, and the hassle of waiting 10 working days before you (or we) could start a claim and send you a duplicate order. We now use a group of reputable UK & International couriers, who aim to deliver on time (mostly next day on Mainland UK, even if it is Super Saver, though not guaranteed unless you have selected Special delivery), and offer a fully tracked service where you know exactly where you order is at a particular moment, and if things go missing, it is quick to trace or start a claim. No more waiting for 10 days!

As an icing on the cake, we will now text you before we attempt to delivery to yoru door, so that you (or someone on your behalf) is at home to accept delivery. This avoids unnecessary delays caused due to missed deliveries and to rebook another attempt. Also, this means you don’t have to be at home all day long, everyday, after we have informed you that your order has been despatched (which was the case before when we used Royal Mail).

Obviously all this comes at a cost, but we have tried to kept the costs low, without passing the entire expense on to you. We no longer offer weight based deliveries. There is one simple delivery charge for orders weighing upto 25 kilos, as long as they fit into one box or packet. If your order is more than a certain value, chances are we offer a FREE shipping within Mainland UK, but this will be automatically worked at the Check Out.

For Mainland UK:

Super Saver: £4.99
Delivered within 3-5 working days after being despatched from our fulfilment centre.