At Qalbi we want you to be completely satisfied with your purchase. If for any reason you're not happy with your thobe, we offer a straightforward returns process. Please review the conditions below to ensure a smooth return. Please note all returns will incur a flat restocking rate of £2.00 per item. The return shipping cost will be at your own expense unless the item is damaged/faulty in which case Qalbi will bear the cost of the returns. Should we attempt to deliver your goods 3 times without success your order may be returned to us in which case you will be refunded the full amount less £8.00 to cover admin/handling/delivery costs. Refunds for undelivered items will only be processed upon return of the goods (subject to them being in their original condition).
Returns Process:
·Eligibility for Return:
1.Returns must be made within 14 days from the date of purchase.
2.The thobe must be unworn, unwashed, and in its original condition, with all tags and packaging intact.
3.We do not accept returns for items that have been altered, washed, or damaged after purchase.
·How to Return Your Thobe:
1.To begin the return process, please use our live chat and click the "Returns" option and provide your order number and the reason for return.
2.Once approved, you will receive instructions on how to return your item.
3.Please ensure the thobe is securely packaged to prevent any damage during return shipping.
·Return Shipping Costs:
1.Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.
2.We recommend using a tracked shipping service to ensure your return is safely delivered to us- please note we only accept returns from DPD/Royal Mail
·Refund Process:
1.Upon receiving your returned thobe and confirming it meets our return policy criteria, we will process your refund within 5–7 business days.
2.Refunds will be credited to the original payment method used at checkout.
·Exclusions:
1.If you purchased an item on sale, your refund will be based on the price you paid, not the original price before the discount
2.Damaged or Faulty Items: If your thobe arrives damaged or faulty, please contact us immediately with photographs of the damage and your order details. We will work with you to resolve the issue, either by offering a replacement or a full refund.
3.If you have any questions regarding our returns policy, please don’t hesitate to get in touch with our customer service team. We're here to help!