Refund policy

Last Updated: October 2026

Returns at a Glance (UK Customers)

Feature	Policy Summary
Notification Window	14 calendar days from delivery to request a return
Posting Window	14 calendar days from label issue to drop parcel off
Return Shipping Fee	£4.50 deducted from your refund (Royal Mail pre-paid label)
Pre-Paid Label Limit	Maximum 2 items per return label
Bulk Returns (3+ Items)	Customer must arrange and pay for own tracked return courier
Exchanges	Direct exchanges not offered (return for refund and re-order)
Processing Time	Up to 14 days from receipt at our warehouse

Our Promise

At Noble Deen UK LTD, we want you to be delighted with your purchase. If you need to make a return or cancel an order, our process is designed to be straightforward, fair, and fully compliant with UK and international consumer regulations.

1. Order Cancellation Prior to Dispatch

UK Orders

We pride ourselves on rapid fulfilment. UK orders are often picked, packed, and booked with our courier within minutes of receipt.

If you wish to cancel an order, you must contact us immediately at help@nobledeen.co.uk.
We will make every effort to halt processing; however, once an order has entered our packing workflow or been handed to the courier, cancellation prior to transit is technically impossible. In such cases, please receive the parcel and initiate a return through our standard returns portal.

European Union (EU) Orders

In accordance with EU consumer regulations, customers located in the European Union have the statutory right to cancel their order at any point up until fulfilment and dispatch.

To support this right, EU orders are subject to a minimum 24-hour fulfilment processing window before dispatch.
You may cancel your order at any stage prior to fulfilment directly through your customer account or by contacting us at help@nobledeen.co.uk for an immediate, full refund (including outbound shipping).
Once an EU order has been fulfilled and dispatched, cancellation is no longer possible prior to transit; you may instead exercise your 14-day statutory right of withdrawal upon delivery using our standard returns procedure.

2. Statutory 14-Day Return Window

Under UK distance selling laws and the EU Consumer Rights Directive, you have 14 calendar days from the date your order is delivered to notify us of your intent to return your items for a refund.

To qualify for a refund, all items must be returned:

Completely unworn, unwashed, and in pristine, resalable condition.
With all brand tags, security ribbons, and protective covers intact.
Free from marks, makeup, cosmetic transfers, deodorant, pet hair, perfume, or incense/bakhoor fragrance.
In their original individual branded protective packaging.

3. Discretionary Returns (15 to 28 Days)

Return requests submitted between 15 and 28 calendar days after delivery are granted solely at our discretion.

If approved, eligible items returned in pristine, unworn condition will be issued Store Credit (provided as a digital gift card valid for 12 months).
Return requests submitted after 28 days from delivery will be declined.

4. How to Return Your Items

All returns must be initiated through our Online Returns Portal. Items sent back without prior registration may experience severe processing delays or be returned to sender.

A. UK Customers (1 to 2 Items)

You can generate a pre-paid Royal Mail tracked return label via our portal.
A flat-rate fee of £4.50 will be deducted from your final refund total to cover return shipping costs.

B. UK Customers (3 or More Items — Bulk Returns)

To keep our retail prices fair and minimise excessive multi-size ordering, our pre-paid return label service is strictly limited to a maximum of 2 items per return.
If you are returning 3 or more items, you must arrange and pay for your own return shipping using a reputable, tracked, and insured courier service.
Noble Deen UK LTD accepts no liability for, and cannot refund, self-arranged return parcels lost or damaged in transit.

C. European Union & International Customers

Due to higher international transit costs, our minimum order value for European Union destinations is £150.00.
International and EU customers must arrange and pay for their own return shipping using an established tracked courier service.
Important Customs Declaration: You must clearly mark the parcel exterior and customs documentation with "RETURNED GOODS". Noble Deen UK LTD is not responsible for foreign customs fees or import surcharges incurred due to incorrect parcel declarations; any such charges will be deducted from your final refund.

5. Return Dispatch Deadlines

Once your return request is approved and your label is generated:

Recommended Action: Please deposit your parcel at a Post Office or courier drop point within 7 days to ensure quick processing.
Statutory Limit: Items must be handed to the courier and scanned into the tracking network no later than 14 calendar days from the date your return was authorized.
Labels showing no courier scan after 14 days will be automatically deactivated and the return request closed in our system.

6. Delivery Charges, Promotional Thresholds & Refunds

Once your return is received, inspected, and approved by our quality control team, please allow up to 14 days for your refund to be processed back to your original payment method. Depending on your bank or card issuer, funds typically take an additional 3 to 5 business days to clear into your account.

Standard Outbound Shipping: If an entire order is returned, the original standard outbound delivery fee will be refunded.
Express & Upgraded Shipping: If you chose an enhanced or timed service at checkout (such as Royal Mail Special Delivery or Next Day Delivery), these supplementary shipping costs are strictly non-refundable under UK Consumer Contracts Regulations and EU law. Only the cost of our standard basic delivery tier is refundable.
Partial Returns: Outbound delivery charges are non-refundable if only part of an order is returned.
Conditional Free Shipping Threshold: Promotional free delivery offers (e.g. free standard UK shipping on orders over £100) are conditional upon retaining qualifying goods. If items are returned and the revised retained order value falls below the promotional threshold, our standard outbound shipping fee (£4.99) will be applied and deducted from your refund balance.
Return Label Fee: The standard £4.50 pre-paid return label fee will be deducted separately from the refund total where applicable.

7. Exchanges

We do not offer direct exchanges. If you require an alternative size, style, or colour:

Register a return for your original item through our portal for a refund.
Place a new order online for your replacement item.

(Please consult our detailed garment size guides before ordering. Authentic Moroccan Thobes and Djellabas feature a traditional, loose-fitting drape).

8. Inspection, Damage Claims & Strict Signs of Wear

All items undergo thorough multi-point inspection upon arrival at our warehouse.

Mandatory Pre-Wear Inspection: Customers must thoroughly inspect garments and packaging upon arrival before removing labels, breaking packaging seals, or trying garments on.
Wear Voids Damage Claims: Any garment exhibiting signs of wear, laundering, altered stitching, missing security tags, makeup marks, or body odour will be considered accepted by the customer in good condition. Such items are strictly ineligible for subsequent claims of being "received damaged" or "defective" and will be rejected or returned to sender at the customer's expense.
Genuine Faults or Discrepancies: If an item arrives damaged, defective, or incorrect, you must report it within 48 hours of delivery by emailing help@nobledeen.co.uk with your order number and clear photographs of the defect. Once verified, we will issue a complimentary pre-paid return label. The 2-item return limit does not apply to verified faulty goods. Sizing preference or fit discrepancies do not constitute manufacturing faults.

9. Hygiene Restrictions & Special Conditions

Hygiene Seal Policy

Under UK Regulation 28(3)(a) of the Consumer Contracts Regulations and EU Directive 2011/83/EU, goods sealed for health protection or hygiene reasons cannot be returned once unsealed. The following items cannot be returned once the internal protective packaging seal has been broken:

Headscarves, Shemaghs, Hijabs, and Veils.
Undergarments (including under-trousers, leggings, long johns, and inner wear).

Please inspect the colour, weave, and fabric through the clear internal packaging before opening the seal.

Other Specific Categories

Swimwear: Must be returned unworn with all original hygiene protection strips intact.
Fragrances & Home Scenting: Must be returned unopened, unused, and in original shrink-wrapped or sealed packaging.
Personalised & Custom Items: Bespoke, custom-made, or altered garments are strictly non-refundable.
Sale & Clearance Items: Eligible for a full refund within the standard 14-day window. Returns submitted between 15 and 28 days are eligible for store credit only.