Refund policy
If something is wrong with your order, we fix it. This policy sets out exactly what we cover and what we cannot.
Contact us first, always. Email info@keepinithalalbrand.com with your order number before sending anything back. We respond within 2 business days.
Damaged, defective, misprinted or wrong items
We replace the item free of charge, or refund you in full if a replacement is not possible, in every one of these cases: the item arrived damaged; the item has a manufacturing fault such as a misprint, peeling print, faulty stitching or misaligned embroidery; or you received the wrong item, wrong size or wrong color compared with what you ordered.
Email us within 30 days of delivery with your order number and a clear photo showing the problem. A photo is required. If several items carrying the same design are affected, include one additional photo or video with all affected items visible in a single frame. Add a photo of the packing slip or shipping label if you received the wrong item.
There is no need to send the item back. You are never asked to pay return shipping on a damaged, defective or wrong item.
Wrong size or color ordered, and change of mind
We are not able to accept returns, refunds or free exchanges when the wrong size or color was selected at checkout, or for change of mind. Please check the size guide on the product page before ordering, and email us before you buy if you are between sizes.
Small measurement differences are normal. A garment that measures within 1 inch of its size guide is within tolerance and is not treated as a fault. Where a size guide publishes its own tolerance figure, that figure applies.
Cancellations
You can cancel for a full refund at any time before your order enters processing. Once processing has started, an order cannot be cancelled or changed.
Lost parcels
If tracking stops and the parcel does not arrive, contact us and we will open an investigation with the carrier. Please do this within 30 days of the last tracking update. If the carrier confirms the parcel is lost, we replace it free or refund you in full. Orders lost because an incorrect or incomplete delivery address was given at checkout are not covered.
Tracking says delivered but you do not have it
Please check with everyone at the address, with neighbours and with your local depot, and allow 48 hours. Parcels marked delivered do sometimes turn up. If it still has not appeared, contact us within 14 days of the delivered scan and we will raise it with the carrier. If the carrier confirms delivery to the correct address and finds no fault on their side, we are not able to refund the order.
Parcels returned to us
Parcels come back when the address is incomplete, the parcel goes unclaimed, or customs charges are refused. Once a parcel is confirmed as returned to us, we refund the value of the items, less the original shipping cost. If you would prefer it reshipped, we can do that at your cost.
Wrong delivery address
Email us straight away. If your order has not entered processing, we correct it free. If it has already shipped, we can send a replacement, but the cost of the replacement and its shipping falls to you.
Sale items
Sale and clearance items are covered for damage, defects and wrong items in exactly the same way as full price items.
How refunds are issued
Approved refunds go back to your original payment method. Your bank or card issuer usually takes 5 to 10 business days to post the refund after we release it.
Contact
info@keepinithalalbrand.com. If your situation is not covered here, email us with your order number and we will look at it individually.
This policy does not affect any statutory rights you may have under the laws of your country.