CUSTOMER SERVICE HOURS
Monday – Friday: 9am - 6pm GMT
Customer Service for UmranAysan.com is predominately email based. Please allow up to 1 business day for your inquiry to be addressed. Customer Service associates are not available on national holidays or weekends.
SHIPPING & ORDER PROCESSING
Free shipping on UK orders.
All deliveries are made from ÜMRAN AYSAN are delivered between 9am and 5pm, Monday to Friday.
We use Royal Mail Tracked Service or DHL Express Domestic services to deliver the majority of our customer parcels in the United Kingdom and DHL Express for international orders.
We do not currently offer a guaranteed Next Day or Saturday delivery.
Orders in the UK may take 3-5 working days to arrive and 7-10 days for international orders.
REST OF THE WORLD
Free shipping on orders above:
£150 (GBP), $200 (USD), €180 (EUR)
Fixed shipping on orders below free shipping limit:
£15 (GBP), $20 (USD), €18 (EUR)
International rders may take 7-10 working days to arrive.
We use DHL Express for international orders.
International orders designated for shipment to countries outside of the UK and EU are subject to taxes, brokerage fees, customs duties, and fees levied by the destination country (“Import Fees”). The recipient of the package is the Importer of Record in the destination country, and will be responsible for payment of any associated fees at the time of delivery. We are not able to estimate these fees in advance.
Import Fees may include the following charges:
- Duties: the amount charged by the country for an individual item
- Freight: transportation costs incurred by the carrier
- Insurance: the amount for insuring the package
- Taxes: the Value Added Tax (VAT) charged by the country
- Brokerage: the amount charged by the broker to clear customs
- Disbursement: the amount the carrier charges to disburse the costs to the country
- Other Fee(s): the transaction fee and any additional costs that may be incurred (e.g., rural-area charges, extra fees for a particular country, etc.)
If the Import Fees on an international package are not paid upon receipt, the package will be returned to us. If the shipment is refused, the package is undeliverable, or the Import Fees are not paid, you will be responsible for the original shipping charges as well as the return shipping and Import Fees.
Delivery dates are estimated and are not guaranteed, although we make every reasonable effort to deliver the products by any quoted delivery date.
Some of our products are handmade items with limited stocks and the stocks may not be replenished when sold out. If this is the case, we will inform you via email. You then have the right to amend or cancel your order with a full refund.
Estimated delivery times are to be used as a guide only and commence from the date of dispatch. UmranAysan.com is not responsible for any delays caused by destination customs clearance processes or any other factors.
Orders placed before 1pm GMT are typically shipped out the same business day. Any orders placed after 1pm GMT will be shipped the following business day (this includes orders with expedited shipping). Each order is subject to product availability. Customer service will reach out via email in the event that any item(s) are unavailable. Once the package has shipped, you will receive an automated email containing tracking information.
Please note that we do not process or ship orders on weekends or holidays, and we cannot ship to P.O. boxes or APO addresses. Signature upon delivery is required.
If your tracking information shows that your package was delivered, but you have not received it, please contact Royal Mail (for domestic orders) or DHL (for international orders) for the missing shipment. Note: we do not take responsibility for lost/missing packages that show successful delivery to the order address.
Orders cannot be modified after they have been submitted. If you wish to cancel your order please send an email as soon as possible to email@example.com. We will make every effort to accommodate your request, however, there may be some instances where we are unable to cancel your order before it ships. If your order has already shipped out, our normal return policy will be in effect.
Please carefully double check the sizing information and make sure your purchase is correct.
You have 14 days to return an order after receiving it. Unless arrangements are made with us (for incorrect deliveries or faulty products), you cover the cost of the return.
Returned merchandise must be unworn, with all tags attached. Upon receipt of returned goods, UmranAysan.com reserves the right to deny refund if the merchandise does not meet policy requirements.
We will not accept carriage due or payment on delivery – these are at your own cost and it is your responsibility to ensure a tracked and recorded service is used. We are unable to refund any lost, missing, or damaged parcels.
Returns on final sale items are not accepted. If you return an order that was placed at a discounted price, you will be refunded the amount that was paid at the time of purchase.
We do not offer exchanges. Merchandise may be returned for a refund to the original form of payment or to store credit in accordance with our returns policies. You can then place a new order.
In the unlikely event that your order is processed incorrectly or your item(s) arrived damaged, please contact us at firstname.lastname@example.org to let us know. We ask that you send over photos of the incorrect/damaged merchandise for our reference.
If you have any questions, please contact us at email@example.com
For shipping inquiries on international orders, please call DHL International at 0844 248 0844. You may also contact us at firstname.lastname@example.org.
When we receive and accept your return we will refund the credit card that was used for payment on your original order.
Refunds will normally show on your records within 72 hours of being processed however, the speed of this processing is beyond UmranAysan.com's control and unfortunately some card issuers may take up to 10 days to reallocate your funds.
Once your return has been accepted you will receive a return confirmation email.