FAQs

 

Most popular questions  

100% OF OUR COLLECTION IS UK MADE

Where is my order? 

Once your order has been dispatched, you will receive an email which will contain tracking information and an estimated delivery date.  

How do I return an item? 

If you are not completely satisfied with your purchase, you can return the item(s) to us within 14 days from receipt and we will issue a full refund. Your refund shall include return charges (you will be reimbursed the standard delivery charge for returned products). This does not affect your statutory rights. In all cases, items that are being returned must be in their original condition. All goods will be inspected on return. Any items received in an unsuitable condition will be sent back to you. Please note that it is your responsibility to return the items within 14 days of receipt – furthermore the goods are your responsibility until they reach our warehouse. All returns must follow the above procedure to avoid delays in processing exchanges or refunds. We have 1 option for returning items, by post for more details contact us on info@nabzsaad.com

Have you received my returns? 

Please allow up to 5 working days for your parcel to be returned to Nabz Saad. Once your refund has been processed you will receive an email letting you know. Please allow 7-10 working days for this to happen once we have received your return. If you have not heard anything from us after the 7-10 working day timescale, please contact our customer service team with your order number and details of items and we can investigate this for you. 

Can I have an exchange instead of a refund? 

Unfortunately, we don’t offer exchanges online right now. You can return your item to us for a refund, and then place a new order for the items of your choice. 

Can I amend or cancel my order? 

Changing or cancelling your order depends on the status of your order. Unfortunately, if your order is awaiting dispatch or has already been dispatched, we would not be able to alter the information you’ve provided. However, if the order has not been dispatched and is just sitting at approved, please contact our customer service team on info@nabzsaad.com 

Where do you deliver to? 

We deliver to all mainland UK, including the Highlands and Islands, Isles of Scilly, Isle of Man, Northern Ireland and BFPO. We also offer International Deliver. 

Will I be charged for custom or import duties? 

Custom or Import Charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as Custom and Import charges vary from country to country. We advise that you find out what these charges may be before you place an order. 

Why won't my discount code work? 

Your code: Have you entered the code correctly? Our codes are case sensitive, try copying and pasting the code into the Promo Code box just before checkout.
Expiry Date: Please look at the terms and conditions of the discount code to make sure this offer is still valid. 

HOW DO I KNOW MY PAYMENT INFORMATION IS SAFE? 

Security is Paramount at Nabz fashion. The Nabz fashion website is secured by Stripe as we use Shopify payments, the world’s leading Security Certificate provider, in addition to our own encryption software – this means that your information is always protected. All payment partners are also secured to further ensure that shopping at Nabz fashion online is just as safe as shopping in one of any clothing stores. 

WHAT PAYMENT METHOD DO YOU ACCEPT? 

We accept the following major credit and debit cards: Visa, Visa Electron, MasterCard, Maestro, Shopify payment, AMEX, Google Pay and Apple Pay. You can also pay using PayPal (please see www.paypal.co.uk for more details on signing up for a PayPal account). 

CAN I USE DIFFERENT CURRENCIES TO MAKE A PAYMENT? 

We currently accept UK Pound Sterling only. To view the price of our items in your currency, just select the appropriate option from our country selector in the left-hand corner. 

WHEN IS THE PAYMENT TAKEN FROM MY CARD/ACCOUNT? 

Payment is taken at the time of the transaction for credit/debit cards and PayPal payments. 

WHY WILL MY CARD PAYMENT NOT GO THROUGH? 

We understand that it can be frustrating if your order will not go through and apologise for any inconvenience caused. Unfortunately, we aren’t always able to provide specific reasons for payment failure, as the process involves not only our processing systems but your bank’s clearing systems also. As best practice, we will encourage customers to ensure all information is entered correctly and exactly the way it appears on your statements/cards. If you still experience problems, try another payment card or payment method such as PayPal. If you require assistance with your order, please info@nabzsaad.co.uk and a member of the team will happily help. 

WHERE IS MY ORDER? 

Once your order has been dispatched, you will receive an email which will contain tracking information and an estimated delivery date.

CAN I AMEND OR CANCEL MY ORDER? 

Changing or cancelling your order depends on the status of your order. Unfortunately, if your order is awaiting dispatch or has already been dispatched, we would not be able to alter the information you’ve provided. However, if the order has not been dispatched and is just sitting at approved, please contact us and provide all the required information you wish to be changed. We cannot guarantee that your order will be changed but we will do the best we can - if your order cannot be changed, we will notify you. 

HAVE YOU DISPATCHED MY ORDER? 

Once your order has been dispatched you will receive an email. If you don't receive your order in the designated delivery period, please contact us, stating your name and order number. We will investigate any issues for you and get back to you with relevant information regarding your order. 

PART OF MY ORDER IS MISSING, WHAT SHOULD I DO? 

Firstly, please check your invoice to ensure the item(s) are not arriving separately. If your invoice does state that the item should be included in that specific order, please contact us stating your order number, name, product code/description, size and quantity of the item(s) that are missing.

We will attempt to send out the missing item as soon as possible. If we are unable to do so, we will contact you for refund the value of the missing item. 

THERE IS A MISTAKE WITH MY ORDER, WHAT SHOULD I DO? 

We do apologise for any mistakes with your order. Please contact us we will then attempt to resolve the issue as best we can. 

I HAVE RECEIVED MY ORDER AND IT DOES NOT LOOK LIKE THE IMAGE DISPLAYED ON THE WEBSITE, WHY IS THAT? 

We do our best to ensure all products on our website are displayed as accurately as possible. If you have received a product that may seem to be a slightly different colour, shape or print, this product will not be deemed faulty. 

CAN I USE MORE THAN ONE DISCOUNT CODE ON MY ORDER? 

Discount codes can't be used in conjunction with any other offer or promotion or in addition to any discount you may be entitled to (unless otherwise stated). Only one discount code is permitted per order. 

HOW DO I USE A DISCOUNT CODE? 

At the checkout you can enter your discount code into the ‘Promotion Code’ and then click ‘Apply Code’. Your discount will not be applied to delivery charges or sale items and cannot be in conjunction with any other offer. 

Delivery

 Please refer to ‘Shipping Information’

What if my parcel does not arrive? 

We ask that you wait patiently until after the estimated expected delivery date. If you have still not received your order after this time, please contact us, quoting your name and order number and we can look into this for you.  

DO I HAVE TO PAY FOR RETURNING AN ITEM? 

‘For UK’ Your refund shall include return charges (you will be reimbursed the standard delivery charge for returned products). Unfortunately, we cannot offer you a Free Returns service for International order. Please see the ‘Refunds Policy’ tab for more information. 

WHEN WILL I RECEIVE MY REFUND? 

We will process your refund as soon as we possibly can; please allow at least 7-10 working days after we receive your returned Item(s). You will receive an email confirming the refund and the original order value with the refunded amount. After you receive the refund confirmation email please allow for at least 5 working days for the money to be returned to your account. 'Refunds Policy'

Please note that your card issuer or bank is responsible for crediting your account, therefore we do not have any control over this time frame. If your card has expired or has been declined, we will contact you to arrange an alternative method of payment. 

I'VE LOST MY RETURNS NOTE, WHAT SHOULD I DO? 

Keep the return tracking number for your return package to monitor delivery status. We are not responsible for lost or stolen packages.

I HAVE RECEIVED MY REFUND, BUT YOU HAVE NOT REFUNDED THE DELIVERY CHARGE, WHY IS THAT? 

For UK’ Your refund shall include return charges (you will be reimbursed the standard delivery charge for returned products). Unfortunately, we cannot offer you a Free Returns service for International order. Please see the ‘Refunds Policy’ tab for more information. 

WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM? 

We’re sorry to hear that you’ve received an incorrect or faulty item!

Please contact us stating your order number and items that are incorrect/faulty and we will investigate this for you.