Returns & exchanges

Request eligible returns within 14 calendar days of delivery. No processing or restocking fee. Customers cover shipping for change-of-mind returns and exchanges; we cover necessary shipping for confirmed faults or fulfilment errors.

Preorder cancellations & returns

You may cancel an unshipped preorder item before dispatch by emailing info@wearblackcamels.com with your order number and the items to cancel. We refund the amount paid for those items to the original payment method, with no cancellation, processing or restocking fee. If the whole order is cancelled before dispatch, we refund the full amount paid, including shipping and applicable taxes. Gift-card or store-credit payments return to the original balance. This preorder cancellation provision also applies to discounted preorder items and takes priority over our ordinary sale-return restrictions.

After delivery, preorder items follow the same eligibility, condition and shipping-cost rules as other items under this policy. The 14-calendar-day request window begins when you receive the item, not when you place the preorder. A preorder is not automatically final sale. Any final-sale restriction must be clearly disclosed before purchase and does not remove mandatory consumer rights.

For delayed dispatch, the cancellation and refund protections in our Shipping & delivery policy apply.

Start a return

Sign in at My account & orders using the email used for your purchase. Open your order and select Request return for eligible items. Submit your reason and wait for approval and shipping instructions. For exchanges, or if you cannot submit a request online, email info@wearblackcamels.com with your order number and the items concerned. International customers can use the same account link or email address.

Eligibility

Request an ordinary return or exchange within 14 calendar days of delivery. Items must be unworn, unwashed, unaltered, undamaged and free from makeup, stains, perfume, smoke and other signs of use. Keep original tags and any attached return seal intact. Try garments on carefully indoors. Return all pieces supplied as a set, including any inner, belt or included hijab. Separately purchased accessories are assessed separately. These change-of-mind conditions do not restrict rights concerning faulty or incorrectly supplied goods.

U.S. returns & label costs

No return label is included in your original delivery. After approval, we will confirm the actual return-label cost before you proceed. Once accepted, we will email the prepaid label and instructions. Prepaid means postage is paid before shipping; it does not mean the return is free. We deduct that label cost once from your approved refund. We do not charge a processing, service or restocking fee. Use our approved label unless we authorize your own tracked shipping. If you pay the carrier directly, we will not deduct another return-label charge.

U.S. exchanges

For change-of-mind exchanges, you pay both return shipping and shipping for the replacement. We confirm shipping charges and any product-price difference before proceeding. Replacements depend on available stock; submitting a request does not reserve an item. We dispatch after inspection and payment of any amount due. If your preferred item is unavailable or a replacement costs less, we will confirm the applicable refund or store-credit arrangement before completing the exchange. We will not substitute an item without your agreement.

International returns & exchanges

Start through My account & orders or email info@wearblackcamels.com with your order number, items and return reason. Wait for approval and our return address and customs instructions. You arrange and pay for tracked international return shipping; we do not provide prepaid international return labels. Customs declarations must be accurate and identify returned merchandise where appropriate. International exchanges are a return and a separate new purchase, subject to the new order's shipping charges and applicable duties and taxes. Duties and customs charges are generally non-refundable after fulfilment, except where required by law. Tax and VAT refund treatment depends on the order and applicable requirements; we will confirm the refund breakdown. No processing, service or restocking fee applies.

Dispatch, packing & lost returns

For ordinary returns, hand the parcel to the carrier within 7 business days after receiving approval and shipping instructions. Contact us before this deadline if you need help. Carrier transit delays do not by themselves make a timely dispatched return late. Pack securely, include your order number and approved return details, and obtain approval before combining separate orders. Keep tracking and proof of carrier acceptance until resolved; creating a label is not proof of dispatch. For customer-arranged domestic or international shipping, we are not responsible for parcels lost or damaged in transit, except where required by law. Consider suitable insurance and pursue claims with your carrier. If a label we supplied is used, contact us with your drop-off receipt so we can investigate with the carrier. Refund handling follows the investigation and applicable rights.

Inspection & refunds

We aim to inspect and process returns within 7–10 business days after receipt and email the outcome. Refunds reflect the amount actually paid for returned items after allocated discounts, less any agreed return-label cost. Original outbound shipping is not refunded for ordinary change-of-mind returns, except where required by law. Approved refunds go to the original payment method, subject to the sale terms below. Gift-card or store-credit payments return to the corresponding balance; split-payment refunds follow the original allocation. Allow a further 3–5 business days for your provider to post the refund, although some providers take longer. Email info@wearblackcamels.com if you need help locating a refund.

Sale, final-sale & promotional purchases

Under our voluntary policy, eligible sale or discount-code purchases can be exchanged or returned for store credit. This does not restrict an original-payment refund required by law. Items clearly marked Final Sale before purchase are excluded from change-of-mind returns and exchanges. For hygiene-sealed items, exclusions after opening apply only where permitted by law. Faulty-item and statutory rights remain unaffected. Refunds never exceed the amount paid for returned items. Special bundle or promotional-gift return conditions must be disclosed with the offer before purchase. We do not offer retrospective price adjustments.

Declined returns

If inspection identifies wear, missing pieces, damage or another eligibility issue, we will explain the reason and available next steps. Where appropriate, we will arrange return-to-customer shipping at your expense and disclose that cost before proceeding. We will not apply an undisclosed percentage penalty. Contact us before sending items that do not belong to the approved return.

Faulty, damaged, missing or incorrect items

Contact info@wearblackcamels.com promptly with your order number, a description and relevant photographs where available. Do not pay return postage or ship the item before contacting us. For confirmed faults or fulfilment errors, we arrange the appropriate remedy and cover necessary shipping costs. Ordinary change-of-mind deadlines and tag conditions do not remove applicable statutory rights. Damage caused by misuse or incorrect care is not treated as a manufacturing fault.

Cancellations & refused deliveries

Contact info@wearblackcamels.com as soon as possible if you need to cancel or correct an order. Processing can begin quickly, so changes cannot be guaranteed. Refusing or failing to collect a delivery does not replace a cancellation or return request. Any proposed deduction for actual return-to-sender costs will be explained and applied only where permitted by law. We do not automatically charge an undisclosed penalty.

Your consumer rights

Mandatory consumer rights take priority over conflicting voluntary policy terms. Where EU or UK statutory withdrawal rights apply, you may notify us within 14 days of delivery and have a further 14 days after notification to send the goods back. Notify us through your account or by a clear statement to info@wearblackcamels.com; a reason is not required for statutory withdrawal. For withdrawal from the whole order, refunds include standard outbound delivery, but not the additional cost of an express upgrade. We refund within the applicable statutory deadline and may withhold reimbursement until goods are received or proof of return is supplied, where permitted. You may inspect goods as you would in a shop; any lawful reduction for handling beyond this must reflect actual diminished value. No processing or restocking fee applies. Faulty-product rights and mandatory tax-refund requirements are preserved.

Contact & working days

info@wearblackcamels.com
Customer account: My account & orders
Working days: Monday–Friday; closed on weekends. Obtain approval and the correct return instructions before shipping.