Refund policy

Refund & Exchange Policy

At Makkah Official, we are committed to delivering premium, carefully crafted garments. If you experience any issues with your order, please review our return and exchange policy below.

Eligibility for Returns

  • Faulty or Defective Items: Returns are accepted only for items that are faulty or have manufacturing defects. Items must be unworn, with tags attached, and in their original packaging.
  • Return Period: You have 14 days from the date of receipt to request a return for faulty or defective items.
  • Proof of Purchase: A receipt or proof of purchase is required to process your return.


How to Initiate a Return

To request a return, please contact us at sales.makkahthelabel@gmail.com with your reason for return and photographic evidence of the fault. Once approved, we will provide instructions on how to send your package back. Returns without prior approval will not be accepted.


Non-Refundable Items

  • Change of Mind or Sizing Issues: Refunds are not offered for change of mind or sizing concerns. Store credit may be provided at our discretion.
  • Hijabs & Headwear (Hygiene Policy):
    • For hygiene reasons, all hijabs and headwear are non-refundable.
    • If hijabs or headwear are unopened, unworn, and in their original packaging, we are happy to offer an exchange only, within the 14 day exchange period. No refunds will be provided.
  • Delivery Costs: Shipping fees are non-refundable, and return shipping costs are the customer’s responsibility.
  • Sale Items: All sale items are strictly non-refundable, non-returnable, and non-exchangeable.

 

Customs Duties & Taxes

Customs duties and taxes are not included in your order total. These must be paid directly to your local customs office before delivery. For details, please contact your local customs authority.

If an order is returned to us due to unpaid customs fees, taxes, or being unclaimed, our customer service team will email you regarding the returned package. You will have 48 hours to choose one of the following:

  1. Re-pay for shipping to have the package resent.
  2. Leave the package with us, resulting in automatic cancellation for store credit only.

If no response is received within 48 hours, store credit will be issued automatically. Refunds will not apply.


Damages and Issues

Please inspect your order upon arrival. If your item is defective, damaged, or incorrect, contact us immediately at sales.makkahthelabel@gmail.com so we can resolve the issue promptly.


Exchanges

  • Exchange Period: You have 30 days from the date of receipt to request an exchange.
  • Exchanges are subject to stock availability and item condition (unworn, with tags attached, in original packaging).
  • For headwear and hijabs, items must be unopened to be eligible for exchange (please note the exchange for hijab is 14days).
  • We do not offer refunds for exchanges; approved exchanges will be processed as store credit only, which you can then use to place a new order.

 

To request an exchange, email us at sales.makkahthelabel@gmail.com. Our team will guide you through the process. Once your return is received and approved, store credit will be issued so you can place a new order.


Refunds

Once we receive and inspect your return (for faulty or defective items only), we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to complete the process. If more than 15 business days have passed since approval, please contact us.


Order Cancellations

To cancel your order, email sales.makkahthelabel@gmail.com with your order number.

While we will do our best to accommodate your request, cancellations cannot be made once the parcel has been invoiced or dispatched.

All order cancellations, including pre-orders, are eligible for store credit only. Refunds will not apply.

 

Pre-Order Cancellation Policy

Pre-orders may only be canceled for store credit if the pre-order period is still open and production has not started. Once production begins, cancellations will not be accepted.


Contact Us

For all return, exchange, or cancellation enquiries, email sales.makkahthelabel@gmail.com.