Refund policy
We want you to love your purchase! If something isn’t quite right, we are happy to help you with a return or exchange. You have 14 days after receiving your item to request a return.
Return guidelines
To qualify for a return, items must be unworn or unused, with original tags attached, and in their original packaging, free of makeup, deodorant, or perfume scents. Unfortunately, we cannot accept items that show these signs of use and will have to return them to you. Please ensure all return procedures are followed to avoid a refusal.
Please have your receipt or proof of purchase ready.
To start a return, you can contact us at utamimodesty@gmail.com. Include your reason of return and your order number, then we’ll get back to you with next steps. Items sent back to us without first requesting a return will not be accepted.
Customers are responsible for all return shipping costs. We strongly recommend using a trackable shipping service, as we cannot be held liable for items lost in transit. The original shipping fees are non-refundable.
International returns
If returning from outside the UK, please clearly mark your parcel as "RETURNED GOODS" on your customs declaration. We will not pay customs duties; if a package is held due to unpaid fees, it will be refused and returned to the sender.
Refunds & Processing Time
- Processing Your Return: Once we receive your parcel, it usually takes up to 14 days to process or up to 21 days during our busy Ramadan season.
- Issuing the Refund: Once approved, you’ll receive an email confirmation. Refunds are issued to your original payment method. Depending on your bank, it may take 7–10 working days for the funds to appear in your account.
A quick note: If a return does not meet these guidelines, we reserve the right to refuse the refund. If we have to send an item back to you due to these reasons, we will need to charge a shipping fee, and the item will be held until that fee is settled.
You can always contact us for any return question at utamimodesty@gmail.com.
Damages and issues
If your order arrived damaged or incorrect, please reach out to us within 48 hours of delivery. Claims made after this timeframe will not be accepted.
Non-returnable items
For hygiene reasons, certain types of items cannot be returned or exchanged such as Hijabs, Hijab Caps/ Undercaps.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.