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Burhani Store

Dawoodi Bohra Marketplace

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FAQ

Order Issues

1. Check if the items were sent separately

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.

If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you’re not missing anything.

2. Contact us

If an item is missing, please contact our Customer Care team by choosing one of the below options with the order number and the missing item’s name and number. We will resolve the issue for you as quickly as we can.

We want to sort out any issues with faulty items straightaway.

As soon as you discover a fault, please contact our Customer Care Team by choosing one of the below options with:

  • The order number
  • The faulty item’s name and number
  • A description of the fault

Delivery

1. Check the delivery date

Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive. It’s also worth checking if there are any local delays in your area – just click here.

2. Track the order online

You’ll be able to follow your order if it’s been sent with a trackable service. To check this, all you need to do is log into ‘My Account’ and view your order. If the status shows ‘Track This Order’, just click the link and you’ll be able to follow your parcel. If the status shows ‘Shipped’, your order has been sent with your local postal service and isn’t trackable.

Your tracking link will be able to provide up to date information on the status of your order.

3. Contact us

If your estimated delivery date has passed and you haven’t received your order, contact our Customer Care Team by clicking on one of the below options.

You can find all International Delivery information by clicking here. Simply select the relevant country in the dropdown and you’ll be presented with the different delivery methods available and costs.

Contents
–     What are the basics?
–     How much does delivery cost?
–     Can I track my order?
–     When will my order be delivered?

What are the basics?
Standard and Express delivery services are available for most of the countries that we ship to. Once you’ve entered your delivery address, you’ll be able to see the available delivery services.*

In some countries, Nominated Day delivery is also available. If this service is available in your country, it’ll show as an option at checkout.
Your order will be sent out via the most suitable carrier, dependent on size and weight.

How much does delivery cost?
Shipping costs are calculated automatically at the checkout page when both the destination and delivery service are selected. To find out more information about delivery costs, please click here.

Can I track my order? 
Tracking is available on some Standard Delivery services and on all Express Delivery services. You’ll receive a shipping confirmation email from the warehouse with a tracking link for your parcel so you can follow its journey.

Once your order has arrived in your country, it will be passed on to an internal postal service, according to standard delivery procedures.

When will my order be delivered?
Our carriers deliver during normal business working hours and may require a signature on receipt, so we suggest your order is delivered to an address where someone will be available to accept it.

If you’re not in when your parcel arrives, the carrier will leave a card telling you where it is. It might be left in a safe place or there will be details on how to pick up your order or rearrange delivery.

Please be advised that on any public holiday dates in your country, deliveries will not be made. In this instance, please expect your order to arrive the next business day.

Just one more thing…
**We try our hardest to meet all delivery times, but, very occasionally, there may be delays, especially during busy periods (including sale). There might also be other factors, too… stuff like postal/delivery partner delays, traffic delays, logistics, bad weather or if our delivery partners are unable to access the delivery address. We’ll keep you as updated as we can, though, and you should be able to track your parcel’s progress. If you have any other issues, feel free to contact Customer Care. Please see the checkout page for up-to-date estimates of delivery and cut-off times, as occasionally (e.g., the reasons above) these delivery services may not be available, or order cut-off times may need to be amended and/or delivery times may need to be extended. However, we’ll always work hard to keep these temporary changes to a minimum. We can’t be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the delivery partner.

If your order has been sent to you using a trackable service, you can follow its journey to you. You’ll receive a shipping confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.

To view a full list of shipping information, click here and select your country in the dropdown.

Returns & Refunds

You can find all International Delivery information by clicking here. Simply select the relevant country in the dropdown and you’ll be presented with the different delivery methods available and costs.

Contents
–     What are the basics?
–     How much does delivery cost?
–     Can I track my order?
–     When will my order be delivered?

What are the basics?
Standard and Express delivery services are available for most of the countries that we ship to. Once you’ve entered your delivery address, you’ll be able to see the available delivery services.*

In some countries, Nominated Day delivery is also available. If this service is available in your country, it’ll show as an option at checkout.
Your order will be sent out via the most suitable carrier, dependent on size and weight.

How much does delivery cost?
Shipping costs are calculated automatically at the checkout page when both the destination and delivery service are selected. To find out more information about delivery costs, please click here.

Can I track my order? 
Tracking is available on some Standard Delivery services and on all Express Delivery services. You’ll receive a shipping confirmation email from the warehouse with a tracking link for your parcel so you can follow its journey.

Once your order has arrived in your country, it will be passed on to an internal postal service, according to standard delivery procedures.

When will my order be delivered?
Our carriers deliver during normal business working hours and may require a signature on receipt, so we suggest your order is delivered to an address where someone will be available to accept it.

If you’re not in when your parcel arrives, the carrier will leave a card telling you where it is. It might be left in a safe place or there will be details on how to pick up your order or rearrange delivery.

Please be advised that on any public holiday dates in your country, deliveries will not be made. In this instance, please expect your order to arrive the next business day.

Just one more thing…
**We try our hardest to meet all delivery times, but, very occasionally, there may be delays, especially during busy periods (including sale). There might also be other factors, too… stuff like postal/delivery partner delays, traffic delays, logistics, bad weather or if our delivery partners are unable to access the delivery address. We’ll keep you as updated as we can, though, and you should be able to track your parcel’s progress. If you have any other issues, feel free to contact Customer Care. Please see the checkout page for up-to-date estimates of delivery and cut-off times, as occasionally (e.g., the reasons above) these delivery services may not be available, or order cut-off times may need to be amended and/or delivery times may need to be extended. However, we’ll always work hard to keep these temporary changes to a minimum. We can’t be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the delivery partner.

We want to give you a hassle-free way to return anything, so you can return any item to us within 28 days of receiving your original order, including sale items.

If you’re returning order from any of the below countries, please click on the country name for some more information:

Step 1
You can return your parcel using any postal service. To view a list of available returns options, click here and select the country you’re returning from.
Please note – you’ll need to cover the postage and any relevant duty costs yourself. It’s a good idea to mark your parcel as ‘returned goods’ to avoid being charged any duties.

Step 2
Pop your returns note in the parcel with your order number and which items you’re returning for a refund marked on it.

Step 3
Remember to ask for proof of postage as the parcel remains your responsibility until it arrives with us so if your parcel goes missing in the mail, you’ll have proof you’ve sent it.

Step 4
It can usually take up to 21 working days (excluding weekends and public holidays) for your return to be delivered back to our warehouse in the UK, depending on your location and which postal service you use. Please see the below timeframes as a guide:

 

 Ireland14 working days 
 Canada14 working days
 Rest of Europe14 working days
 Rest of World21 working days

 

Step 5
We’ll send you an email as soon as we’ve received your return back at our warehouse in its original condition. Once received, we’ll refund your original payment method – this is usually done within 24 hours.

Step 6
It can then take up to 10 working days for the funds to appear back in your account depending on your bank or card issuer. If you’ve returned more than one order in the same parcel, please allow up to 24 hours for all returned items to be refunded.

 

Can I exchange an item?
We can’t offer an exchange on returned items but you can send something back for a full refund and then place a new order for the size, color or item you’d prefer.

Returning a faulty or incorrect item?
If you’re looking to return a faulty or incorrect item, please click here for more information on faulty items, or click here for more information on incorrect items.

Need a new returns note?
You can print one off using the attachments section. We have returns notes for several countries – if yours isn’t listed, you’ll need to select the ‘Rest of World’ returns note. Your returns note will have the returns address on it.

 

Just one more thing…
All returned items should be sent in their original condition and packaging including tags. In the unlikely event that an item is returned to us in an unsuitable condition or outside of the 28 day return policy, we reserve the right not to refund you. If you want these returned to you, we may request that you cover the delivery cost.

If you’re an International customer please click here for information about returns. If you’re looking to return a faulty or incorrect item, please click here for more information on faulty items, or click here for more information on incorrect items.

We’re not able to offer an exchange on returned items and all returned items will be refunded once they’ve been received by our warehouse. If you need a different size or colour of an item, then you’ll need to place a new order.

To return your order, please follow the below steps:

 

Step 1

Pop your returns note in the parcel with the following details marked on it:

  • Your order number
  • Which items you’re returning for a refund

If you need a new returns note, you can print one off using the attachments on the right.

Step 2

Return your parcel to us. To view the available returns options for your country, please click here. We ask that you obtain a proof of postage receipt so that if your parcel goes missing on the way back to us, you’ll have proof you sent it.

Step 3

Allow up to 21 working days (excluding weekends and public holidays) for your parcel to reach our warehouse. Once we receive it in its original condition, we’ll issue your refund and drop you an email to let you know once this has been done. Once you’ve been refunded, it can take up to 10 working days for the funds to show back into your account.