Refund policy
Return and Refund Policy
At SITR, we want you to feel confident when shopping with us. If you are not fully happy with your order, you may request a return within 14 days of receiving your item.
Order Cancellations
You may request to cancel your order by contacting us as soon as possible by email at:
info@sitrstore.co.uk
You can also contact us directly through the chat button on our website.
If your order has not yet been dispatched, we will do our best to cancel it before shipping. If your order has already been dispatched, you may still request a return after receiving it, following the return process below.
Return Eligibility
To be eligible for a return, the item must be:
• Unworn and unused
• In its original condition
• Free from perfume, makeup marks, stains, damage, or signs of wear
• Returned with the matching hijab included
• Returned in its original packaging where possible
Every abaya at SITR includes a matching hijab in the same colour. If you return an abaya, the matching hijab must also be returned.
How to Request a Return
To request a return or cancellation, please contact us by email at:
info@sitrstore.co.uk
You can also contact us directly through the chat button on our website.
Please include your order number, full name, and the reason for your return or cancellation request.
Return Timeframe
You have 14 days from the day you receive your order to tell us that you would like to return it. After notifying us, you have another 14 days to send the item back.
Return Shipping
Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.
We recommend using a tracked delivery service and keeping proof of postage until your return has been processed.
Refunds
Once we receive and inspect your returned item, we will notify you if the refund has been approved.
If approved, your refund will be issued to your original payment method within 14 days of us receiving the returned item or receiving proof that it has been sent back.
Original standard delivery charges may be refunded where required by law. Express or upgraded delivery charges are not refundable beyond the standard delivery cost.
Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible by email at:
info@sitrstore.co.uk
You can also contact us directly through the chat button on our website.
Please include your order number and clear photos of the issue so we can help resolve it quickly.
Exchanges
At the moment, we do not offer direct exchanges. If you would like a different size or colour, please return your item and place a new order.
Non-Returnable Items
We cannot accept returns for items that have been worn, washed, damaged, marked, altered, or returned without the matching hijab included.
This does not affect your statutory rights.