Refund policy

Personalised and Custom Orders

  • Each personalised and custom-made item is crafted specifically for the individual customer.  Due to the customised nature of these items, all sales of personalised and custom-made products are final. However, customers are granted a 24-hour period from the time of purchase to cancel their order. Beyond this 24-hour window, cancellations and refunds will not be accommodated.

  • We urge customers to ensure all personalisation details and specifications are correct at the time of order. Errors in the information provided by the customer are not the responsibility of ilhaam. As such, we cannot offer exchanges or refunds for personalised or custom made items that are incorrect due to customer error.

Non-Personalised Items

  • Returns or exchanges for non-personalised items will only be accepted if the product is defective upon arrival. Customers must contact us within 7 days of receiving their order with photographic evidence and a description of the defect.

  • To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Handmade Discretion 

Handmade items may have minor imperfections or variations that are inherent to the nature of their creation. These imperfections are not considered defects but rather unique characteristics that highlight the handcrafted nature and individuality of each piece.

  • Please note that minor imperfections such as small air pockets and variations in colour, texture, and finish can occur in resin products due to the nature of how resin moves and the curing process.  This is normal and not considered as a defect.

  • Due to the unique nature of the resin curing process, no two pieces will ever be identical. Each item will have its own distinct variations in texture and finish. These differences highlight the handcrafted quality of each piece and make every product truly one of a kind.

Damages and issues

  • Please inspect your order as soon as it arrives. If you notice any damage, defect or receive an incorrect item, please contact us immediately so we can assess the issue and and make it right.

Items Damaged During Transit

  • In the unfortunate event that an item is damaged during transit, it is the customer's responsibility to open a claim with the courier company. Ilhaam is not liable for damages that occur during shipping. We recommend retaining all packaging materials and photographs of the damage to support your claim.

 

General Policy

  • All returns and exchanges must receive prior approval. Customers are requested to contact our customer service team at hello@ilhaam.co.uk to initiate the process.

  • Approved returns must be returned in their original, unused condition with all packaging and tags intact. We reserve the right to refuse returns that do not meet these criteria.

  • Shipping fees are non-refundable, and the customer is responsible for return shipping costs unless the item is defective or damaged.

  • Refunds, when applicable, will be issued to the original payment method within 10 business days of receiving the returned item.

  • We cannot accept returns on sale items or gift cards.

 

To start a return, you can contact us via the contact form

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Refunds

 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund to your account