0
Cart is Empty

Exchange & Returns

RETURNS

CLOTHING

If for any reason you wish to obtain a refund/exchange, you may return your item(s) to us within 14 days of receiving your order.

If you require a replacement returns form please email us at info@thecloakedroom.com, stating your name and address to request a form to be emailed to you 

 

REFUND REQUESTS

Please allow a period of up to 5 working days, following receipt of your returned parcel, for your refund to be processed (excluding weekends and public holidays); a confirmation message will be sent to you upon completion. You will receive the refund amount via the same payment method used for the initial purchase and will exclude postage. The approximate time is up to 10-14 days, depending on your bank.

We will only offer a refund for clothing if the garment/s is/are unused, unwashed, in perfect resalable condition with the relevant tag(s) still attached. We cannot accept returns that have been torn, soiled or damaged due to incorrect washing or use.

 

SCARVES (HIJABS) & PLAIN HIJAB CAPS 

In the interests of hygiene, we have a strict no refunds/exchange policy on scarves (hijabs) and hijab caps which have been opened by the customer. All requests for a refund or exchange on any unopened scarf (hijab) or hijab cap must be made in accordance with guidance above*

We reserve the right to refuse refunds if the above procedures have not been followed.

Any item(s) returned with damage caused by the customer (from personal use, wear or insufficient packaging when returning the item(s)) shall be returned to the customer.

 

ACCESSORIES & BRIDAL SCARVES (HIJABS)

In the interests of hygiene, all of our accessories (including embroidered hijab caps, embroidered hijab/head bands, bridal scarves (hijabs), hijab pins and all jewellery) have a strict no refunds/exchange policy.  Please ensure you have carefully read all product descriptions, fabric compositions and measurements to help you make an informed decision before placing your order. For additional product information please contact us at info@thecloakedroom.com

 

CLEARANCE/OUTLET, SALE AND VINTAGE ITEMS

Any Clearance/Outlet/Sale items cannot be refunded/exchanged. Please ensure you have carefully read all product descriptions, fabric compositions and measurements to help you make an informed decision before placing your order. For additional product information please contact us at info@thecloakedroom.com

 

SWIMWEAR

In the interests of hygiene, all of our swimwear/burkinis have a strict no refunds/exchange policy.  Please ensure you have carefully read all product descriptions, fabric compositions and measurements to help you make an informed decision before placing your order. For additional product information please contact us at info@thecloakedroom.com

 

ARABIC TATTOO

In the interests of hygiene, all of our arabic tattoos have a strict no refunds/exchange policy.  Please ensure you have carefully read all product descriptions to help you make an informed decision before placing your order. For additional product information please contact us at info@thecloakedroom.com

 

 

EXCHANGE REQUESTS

All requests for an exchange will be subject to availability.

UK Customers

If you wish to exchange your item for a different size or colour of the same design (with the same product value), you may return your items to us within 14 days of receiving your order, and we will send you the replacement size/item to the delivery address used for your initial order (free from any additional postage charges).

If you wish to exchange your item for a different product, or wish to exchange an Unopened Hijab/Unopened Hijab Cap, you will need to place a new order. The funds for your returned item will be refunded to your original method of payment. All exchange requests are subject to availability. Please allow a period of up to 5 working days, following receipt of your returned parcel, for your exchange to be processed (excluding weekends and public holidays); a confirmation message will be sent to you upon completion and your replacement item(s) shall be dispatched within 3 - 4 working days thereafter. If you require an urgent exchange we recommend placing a new order. UK customers will be refunded for the postage cost of their new order once the returning parcel has been received and processed (only if the new order placed was for the same item as the initial order but in a different size/colour, and at the same price). Customers must inform us if an ‘Urgent Exchange’ order has been placed, by emailing info@thecloakedroom.com with your new order reference.

If following receipt of your exchanged item, you require a 2nd exchange for the same product, you will need to complete a new order inclusive of a new shipping fee. The funds for your returned item will be refunded to your original method of payment. Alternatively, we can send you a credit note to the value of the item, leaving the outstanding balance for a shipping fee only.

We cannot accept returns that have been torn, soiled or damaged due to incorrect washing or use.

 

International Customers

All International Exchanges are subject to completion of a new order.

If you wish to exchange your item for a different size/colour or product, you may return your items to us within 14 days of receiving your order.

You may place your new order before your returning parcel is received; once your parcel has been processed we will issue a refund to the value of the returned goods.

 

TERMS & CONDITIONS

We will only offer a refund/exchange for clothing if the garment/s is/are unused, in perfect resalable condition with the relevant Tag/s still attached. Any item(s) returned with damage caused by the customer (from personal use, alteration or insufficient packaging when returning the item(s)) shall be returned to the customer. Any fees which THE CLOAKED ROOM shall incur by returning the damaged items/items not in their original saleable condition, to the sender must be settled prior to any further action being taken (fees will vary depending on the location of the sender and will be confirmed prior to goods being sent). This can either be done by deducting the return postage fee from any eligible refund money due or an additional payment can be made (liaison shall take place with our team via email correspondence should such a situation arise).

If you are returning item(s) to us from outside of the EU, you must complete customs declaration, clearly stating that the package contains ‘RETURNED GOODS’. If your parcel is stopped at UK Customs and a charge levied, we will refuse payment and the package will be returned to the sender. Under no circumstances can THE CLOAKED ROOM pay customs duty in order to receive back our items.

When trying on items of clothing, please ensure that you are not wearing perfume, make-up or deodorant which may leave a scent or mark on the item. 

Postage costs from the initial purchase will not be refunded unless there are proven instances of a severe manufacturing defect or as a result of fault on the part of THE CLOAKED ROOM.

Please note, in the case of a full refund being demanded, all complementary items received within the package must be returned too. If your item was a part of a promotional package, for e.g.. Buy one get one free; the free item must also be returned, otherwise, the cost of the free item will be deducted from the refund amount initially due. 

We recommend using a form of Recorded Delivery (if based within the UK) to return your items to us as we cannot accept any responsibility for items lost or damaged in transit. Please do not return items solely using the clear packaging bag.

 

THE CLOAKED ROOM will not reimburse the customer for the cost of return shipping costs.

We reserve the right to refuse refunds if the above procedures have not been followed.

 


* Policy effective from 01/07/2014