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ORDER + SHIPPING PROCESS

You will receive a confirmation email once an order is placed. It is advisable to check the junk email folder in case the email is not received. All ready products are dispatched within 3 working days and tracking details are sent on the email address submitted to us.

In case of made-to-order products, the lead time will be confirmed by us on email after we receive your request and finalise a production schedule for the same. Unless requested otherwise we ship all items of your order together, to make the shipping cost-effective.

 

Below are few points to note to help timely order delivery: 

  1. Choose an address where someone will be available to receive the order. Most shipments require to be signed by the receiver.
  2. In case of any discrepancy in the provided information, address or phone number, our team will contact you via email/phone call to get this information.
  3. It is impossible to schedule a delivery without us having all the required information. In case your details are incomplete and we fail to connect with you even after making three attempts to do so, we will be forced to cancel your order and refund the full amount back via the same method we received the payment.

*Delivery days are Monday to Friday, incase you are not available to receive the order, please look for door tags provided by the courier company with details on how to reschedule your delivery or how to collect your order from them.  

*Order delivery will be attempted 3 times by the courier company before initiating its return to us.

*You will be liable for any extra charges that occur due to an address change after the order is dispatched. Incase you notice any error in the contact details filled by you after placing the order, please email the same to customercare@noorjehan.org as soon as possible to help us correct the same before the dispatch of your order. 

*We will not take responsibility of a missing shipment due to a wrong address  provided to us and you will be liable to pay the extra charges to the courier company for delivery to the correct address or in case the order has to be returned to us.

INTERNATIONAL CUSTOMS + TAXES

We make all possible efforts to have your shipment custom-cleared and delivered to your doorstep. It is still possible that specific duties or taxes may be levied in your country or state. These will need to be paid by you to the courier company directly in order to take delivery of your goods.

RETURNS

We sincerely hope you are happy with your Nur purchase. If however, you are unhappy or if there is any problem at all, kindly contact us at customercare@noorjehan.org at your earliest convenience. 

Refunds or exchanges are available on full price items excluding the following: fabric sold by the meter, made to order products, personalised items, registry items, on sale products, special offer products, limited edition products, products purchased with a discount code. 

Kindly make sure the products to be considered for return are in their original condition and are returned to us within 2 weeks of receipt. The cost of the courier to send the goods back to us and the cost of the credit card transaction charges of 2.75% will both have to be borne by the customer. Damaged products are not eligible for return, even if the damage occurs during trial or first use.

Incase of receipt of a damaged product, kindly contact our customer care at customercare@noorjehan.org within 48 hours of your courier delivery with pictures of the products in question. Post examining the content of your email, we shall get back to you and arrange a replacement delivery where applicable at the earliest.

 

INTERNATIONAL SHIPPING

We ship all over the world, we use your shipping account if you have one or take a quotation from our shipping partners and submit the charges to you based on actuals. When you review your order in the checkout you will see the total shipping amount for the items that you have selected. Our team will share the shipping cost separately via email. Taxes, duties etc. at the destination will be to the account of the customer and will not be included in the freight estimate we submit to you.

 

Please allow 7-10 working days time from dispatch for your order to arrive.

 

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