DELIVERY & RETURNS

🌙 Important Notice: Order Update for Ramadan & Eid 2025 Deliveries 🌙

Dear valued customers,

As we approach the holy month of Ramadan, we want to ensure that your orders are delivered on time to enhance your celebrations.

All orders placed in December 2024, will be processed as priority in January 2025, and delivered as soon as possible. 

To guarantee delivery before Ramadan, we have set a cut-off date of February 2nd 2025. Orders placed on or before this date will be prioritised for dispatch and should arrive before the commencement of Ramadan.

For orders placed after the cut-off date, we will make every effort to deliver them before Ramadan. However, we cannot guarantee delivery and it will be subject to our standard lead time of 2-4 weeks. We appreciate your understanding and patience in this matter.

DELIVERY

All products at Doors of Mercy are made to order specially for you. Once the order is placed, we will allow 1 hour to e-mail us with any changes, or cancellations. Unfortuantely, after this time we will not be able to accept any cancellations, returns, or changes. Please see our returns policy for more. We will aim to deliver your item within 2-4 weeks after your order is placed. Delivery is currently free on all orders.

Once you have placed your order, you will receive an order confirmation e-mail (this may be in your junk inbox). If you have not received this, please contact us so we can confirm your order. When your item is completed and has been shipped, you will receive another e-mail and tracking number.

As these products are specifically made for you, we have implemented the following return and refund policy:

RETURNS:

    • All orders are made to order and therefore we generally do not accept returns.
    • However, if your product arrives damaged, defective, or significantly different from what was agreed upon, we will gladly accept a return and offer a refund or replacement.
    • Please notify us within 3 days of receipt of the product to initiate the return process.
    • Returned products must be unused, in their original packaging, and accompanied by the original receipt or proof of purchase.
    • Please note that our products are hand-made & made-to-order. Therefore due to the delicate nature of our hand-made products, we will not be held liable for any damages reported after 14 days of receiving your item.

REFUNDS:

    • Once the returned product is received and inspected, we will notify you of the approval or rejection of your refund.
    • If approved, the refund will be processed and credited back to your original form of payment within 7 working days.

CANCELLATIONS:

Orders for made-to-order products cannot be cancelled or modified once production has started.

      • If you decide to cancel your order before production begins, a refund may be issued subject to a cancellation fee, which will vary based on the progress made on your order.

Due to the nature of our hand-made products, there may some slight imperfections. Please take care when using our products.

Please note that these policies are subject to change and may vary depending on the specific product or service.

We encourage you to carefully review the terms and conditions provided during the ordering process or contact our customer service team for any further clarification.