RETURNS & EXCHANGES
We’ll explain these steps in detail further down the page, but here’s a quick summary of how our returns and exchanges work:
- Submit a return via the following URL.
- Send the return back with DHL.
- Receive notification that we have processed your return and issued store credit or refund.
- Use the store credit to place an exchange order or new order.
SHUKR wants you to be happy with your purchase and not have to return it. Most returns from online clothing stores are made because of sizing issues. SHUKR has therefore gone to extra lengths to make choosing the correct size an almost risk-free affair. We offer two charts to help customers choose the correct size: a body size chart and a garment measurements chart. These 2 charts can be found together on each product page in the tab called “Size Guide”, found underneath the “Add to Cart” icon. Use the body size chart to take the measurements of your own body and the garment measurements chart to see the measurements of the actual clothing itself, which you can then compare to any item of clothing you already own to see if it is similar or not. If you use both charts then you will be guaranteed the correct clothing size, inshaAllah.
Returns and exchanges policies
Returns should only be shipped by DHL.
If all else fails and you need to make a return then we are here to make your returns and exchanges as easy as possible. We work with our chosen courier, DHL, to enable you to make your return or exchange from the comfort of your home. All you need to do is submit an online return form (see below) and we will send you a pre-paid DHL return label. Simply print it out and our DHL driver will pick up your return from your home or place of work on the day / time that you have specified.
- Item is not worn outside of the house
- Item is in its original new condition
- Item has not been washed
- Item is in original packaging and has all original tags attached
- Item is mailed within 30 days from the date of receiving the order
We reserve the option not to refund or exchange items that do not meet our conditions for return.
The initial shipping charges for sending the products to you are not refunded, except in cases where SHUKR is at fault for sending an incorrect product.
Store credit versus refunds
When returning items you have the option of choosing store credit or a refund. By default, we issue store credit because of the benefits this has over refunds (like entitling you to free return shipping – see section below).
Your store credit works the same way as cash. You can use the credit in conjunction with any special discounts or promotional sales that may be offered. Store credit does not expire. Store credit can also be refunded in cash for up to 6 months after it is issued; after that, it can only be used for SHUKR product purchases.
However, if you prefer to receive a refund then please let us know when filling in the return request and we will happily provide a refund via your original mode of payment. The refunded amount will normally appear in your bank within 5 working days.
Cost of returns shipping for refunds
If you choose to return your item(s) for a refund then the cost of return shipping is based on the number of items you wish to return. Returns shipping costs $9.95 for the first item and $4.95 for each additional item. So, for example, returning 1 item will cost $9.95; 2 items will cost $14.90; 3 items will cost $19.85, and so on.
The amount will be deducted from the amount you paid for the products. The cost of the return is a highly subsidized rate. The actual cost that SHUKR pays DHL for each shipment is typically at least double the rate that we charge our customers.
We charge a returns shipping fee per item in order to avoid misuse of our shipping offers. Sometimes customers will order tens of items in order to try on various colors and sizes and then return almost all of them. This can cost us hundreds of pounds in shipping costs, is unfair to other customers because we cannot offer the cheapest shipping options we would like to, and increases the carbon footprint in our world. As explained above, we have gone to extra lengths to make choosing the correct size an almost risk-free affair by providing very detailed sizing information in 2 size charts.
FREE returns shipping for store credit
However, we will completely subsidize the return cost and give you FREE return shipping if you opt for Store Credit instead of a refund. Return shipping refers to the items sent from you, the customer, back to SHUKR.
Any new order, or exchange, placed thereafter is considered a new order and outward shipping fees apply again. Outward shipping refers to items sent from SHUKR to the customer. Shipping on all orders over $150 is FREE, shipping for orders between $75 - $150 is $9.95, and shipping for orders under $75 is $14.95.
If you choose store credit but then later change your mind and ask for this store credit to be refunded in cash within 6 months of its issue, then the return shipping cost which was waived when you opted for store credit will be deducted from your refund total.
How to submit a return
Click on the following URL and follow the instructions to submit your return.
Our Customer Service team will review your request and contact you within 24-48 business hours. Please note that Friday and Saturday are weekend days at our customer service center in Amman, Jordan, and responses will not be given on these days.
You can view the status of your returns at any time by clicking on the above URL and entering the order number and your email. There you will find all your submitted return requests and their status.
Notification that your return has been processed
It normally takes a maximum of 5 business days for your return sent with DHL to be received back at our distribution center. Providing that the returned item(s) meet the return criteria mentioned above, we will then process your store credit or refund and send you an email notification to this effect.
Using store credit to place an exchange or new order
Once you have received notice of your store credit you can then use it to place an exchange order, like ordering a different size or color for the style you returned. You can also place an order for a completely different product or products. And, if you don’t want to place a new order at this moment in time, then you can rest assured that your store credit does not expire and you can place another order at any time in the future, inshaAllah.
Cancellation of orders
If you want to cancel an order after just placing it and before it is shipped to you, then please contact us immediately. We process your order very quickly after it is placed, sometimes in just a few hours, and so the time frame is very short.
- If you cancel your order before it has been shipped, we will refund it and you will not be charged anything.
- If you cancel your order after it has been shipped, you will be charged for both the outward shipping and return fees.
- If you refuse the DHL shipment, or DHL are unable to reach you and we are forced to retract the shipment, you will be charged for both the outward shipping and return fees.
If you need any further assistance, please contact us using the Returns and Exchanges option.
If you have any queries about the shipping status of orders placed, please contact us using the “About My Order” option, and we will track your package.
For more information, please contact us using the “General Queries” option.