INTERNATIONAL SHIPPING INFORMATION

Shipping & Returns

Thank you for your interest in our shipping information for international customers. Currently, we do not offer shipping to USA, Canada, and other countries outside of Europe and the UK. However, we are actively working on expanding our shipping services to reach more countries in the near future.

For customers within Europe, we can only ship limited products due the nature of our products & custom procedures. Please note that the maximum value of items in your basket must not exceed £135 (not including delivery). This restriction is in place to avoid further delays with customs procedures.

We apologise for any inconvenience this may cause and appreciate your understanding. Please keep an eye on our website for any updates regarding our shipping availability to other countries. Please ensure you have checked that your item is available for Europe shipping, and your basket does not exceed the £135 limit. We have the right to cancel your order and we will notify you in 3-5 working days if we are not able to fulfil your order. If you have any further questions, please feel free to contact our customer support.

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. Unfortunately, after this time we will not be able to accept any cancellations or returns. Please see our returns policy for more.

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.

Orders can take up to 2-4 weeks to process and then approximately 5 working days for delivery. We are trying out utmost best for your orders to be reached sooner than this, inshallah. Especially, in time for Ramadan & Eid. 

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.
    • At the moment we do not have any products that are not made-to-order, and readily available. 

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 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.

Terms & Conditions

By accessing and using this website, you agree to comply with and be bound by the following terms and conditions. If you disagree with any part of these terms and conditions, please do not use our website.

This website is intended for use by residents of UK & Europe and is specifically designed for the sale of goods in UK & Europe. The content, information, and products displayed on this website are subject to the laws of the United Kingdom and Europe.

Terms and Conditions for Sale of Goods to Europe:

  1. Pricing and Payment:
    • All prices listed on the website are inclusive of applicable taxes.
    • Payments must be made in the currency specified on the website.
    • We accept various payment methods, such as credit/debit cards and bank transfers.
  1. Order Acceptance:
    • Placing an order on our website constitutes an offer to purchase goods.
    • We reserve the right to accept or decline your order at our discretion.
    • Once an order is accepted, we will send a confirmation email with the relevant details.
  1. Product Availability:
    • All products listed on our website are subject to availability.
    • We make efforts to ensure accurate and up-to-date stock levels, but in case a product is out of stock, we will notify you and provide alternatives if possible.
  1. Delivery:
    • We provide delivery services within Europe, subject to specified delivery charges.
    • Delivery times may vary depending on the shipping address and other factors.
    • We will provide tracking information once the order is dispatched.
  1. Returns and Refunds:
    • In case you are not satisfied with your purchase, you may be eligible for a return or refund.
    • You must notify us within a specified period, typically within 3 days of receipt, and adhere to the return process laid out on our website.
  1. Intellectual Property:
    • All content, trademarks, logos, and intellectual property on this website are owned by us or our licensors.
    • You may not use, reproduce, or distribute any of the content without prior written permission.
  1. Limitation of Liability:
    • We strive to provide accurate and reliable information on our website, but we do not guarantee its completeness or accuracy.
    • We shall not be liable for any direct, indirect, incidental, consequential, or punitive damages resulting from the use or inability to use our website or products.
  1. Governing Law:
    • These terms and conditions are governed by the laws of the United Kingdom and Europe.
    • Any disputes arising from the use of our website or purchase of goods shall be subject to the exclusive jurisdiction of the courts of the United Kingdom.

By using our website and purchasing goods, you acknowledge that you have read, understood, and agreed to these terms and conditions. Please ensure that you review our Privacy Policy, Cookie Policy, and other relevant policies, which are incorporated into these terms and conditions.

While we strive to ensure smooth shipping experiences for our European customers, we want to explicitly state that we are not liable for any delays that may occur due to customs processes or any related issue beyond our control. Customs procedures vary in different countries, and the time taken to clear goods through customs cannot be accurately predicted or guaranteed. We strongly recommend customers to be aware of any potential customs fees, duties, or taxes that may apply to their imported goods and to comply with all necessary documentation and regulations required by relevant authorities. Any costs, damages, or inconveniences resulting from customs delays are the sole responsibility of the customer, and our company shall not be held accountable.