Shipping Policy
This is the place to get delivery information both before and after you place your order.
- If you’ve already placed your order, but it hasn’t arrived or there was a problem with the delivery, click Got a Problem With a Delivery?
- To find out about calculating how long it will take to receive your order, click How Long Will It Take?
- To see delivery rates for all destinations in the world, find out whether we can deliver your item to your chosen destination, and for estimated delivery times, click Delivery Rates.
- If you’ve received your order and you want to return it, click Returns & Refunds
Click the links in the “Browse Dispatch & Delivery” box on the left to find out more.
Got a Problem with a Delivery?
If your order hasn’t arrived, you’ve received the wrong stuff or you’ve got other problems with your delivery, click the links in the “Browse Got a Problem with a Delivery?” box on the left for more information.
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If you recently placed an order and you’re wondering why you haven’t received it yet, you should first check whether we’ve dispatched it to you:
This means your order is still in queue and hasn’t yet processed. You can see a delivery estimate next to each item which is based on the availability of the items you ordered and the delivery preference you chose during the order process. If there are items with different availabilities (eg: 24 hours and 4-6 weeks), everything will be sent to you when the entire order is ready, unless you opted to have items sent to you as they become available (at extra postage cost) when you placed the order. If you’d like us to dispatch the available items:
This means your order is now in processing stage. It will leave our fulfilment centre as soon as it is ready, usually within the next 24 hours. You cannot change or cancel an order once it has entered the processing. Note: we do not debit any money from Your Account until just before the order is dispatched. This means your order left our fulfilment centre on the date specified. Despite our efforts, there can sometimes be unforseen delivery delays. Please wait three working days after the estimated delivery date before contacting us about a missing order. You can find your estimated delivery date in My Account During that time, we recommend that you ask you local postal sorting office if they’ve already tried to deliver it and ask your neighbours if the package has been left with them. You should also check that the delivery address you gave us is correct. Click the “View Order” button next to the order to view the delivery address. If your order hasn’t arrived three days after the estimated delivery date, please E-mail Us and we’ll do our best to locate it. If we havn’t got any of item, ordered by you, in our stock and that is expected to take long to arrive then we will prepare your order as per available items and you will not be charged for non available items, however we will be in contact with you via E-mail. This means your partly order left our fulfilment centre on the date specified. Despite our efforts, there can sometimes be unforseen delivery delays. Please wait three working days after the estimated delivery date before contacting us about a missing order. You can find your estimated delivery date in My Account This means your order is cancelled/rejected. It might be because we havn’t recieved payment by you or you have changed your mind and don’t want to buy requested items. Once your order is cancelled, you have to place new order to buy items. However, we will inform you with valid reason when we cancel your order. Note: we do not debit any money from Your Account until just before the order is dispatched. |
Why Does My Order Show More Than One Delivery?
Items you order from IslamicGoodsDirect.co.uk may sometimes be sent in more than one delivery, even if you’ve requested that you receive them all together. For example, you may receive multiple deliveries if your order contains an oversized item that needs to be dispatched separately.
Regardless of the number of deliveries you receive, you’ll only be charged the amount that was originally quoted to you at the time you placed your order.
There’s a Problem with a Delivery I’ve Received
What’s the problem?
i) You sent me a damaged or defective item
ii) I haven’t received everything I ordered
iii) I ordered the wrong thing and want to return it
iv) You sent me the wrong stuff
v) I haven’t received anything. Where’s my order?
vi) Where’s my Marketplace order?
i) You sent me a damaged or defective item
- Damaged items: if you take delivery of an IslamicGoodsDirect.co.uk package and the contents have been damaged in transit, you can return the item(s) to us within 30 days of receipt for exchange.
- Defective items: you have the right to return a faulty item within a reasonable period of time. Please keep all the warranty information that accompanies your item as this will be needed should there be a fault. In the unlikely event that you have a faulty item, you may find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you.
Note: in the event of IslamicGoodsDirect.co.uk sending you a replacement for a damaged or defective item, you must return the original item to IslamicGoodsDirect.co.uk within 30 days. IslamicGoodsDirect.co.uk reserves the right to charge the price of the replacement to the payment card used for the original order if the item is not returned within 30 days of the date on which IslamicGoodsDirect.co.uk confirms we will issue a replacement.
ii) I haven’t received everything I ordered
Items you order from IslamicGoodsDirect.co.uk may sometimes be sent in more than one delivery, even if you’ve requested that you receive them all together. For example, you may receive multiple deliveries if your order contains an oversized item that needs to be dispatched separately.
Regardless of the number of deliveries you receive, you’ll only be charged the amount that was originally quoted to you at the time you placed your order.
To find out if the missing items are on the way, check Your Account as follows.
- Click My Account at the top of any page.
- Click “Go” next to “Open and Recently Dispatched Orders”.
- If you can’t see an open or recent order for the missing item(s), it’s likely that you didn’t order it in the first place.
- If the item(s) is displayed as “Recently Dispatched” or “Dispatching Soon”, it’s on the way.
- If it has been dispatched but the estimated delivery date is some time ago, it might be lost in the post. Check with neighbours and your local sorting office.
- If it’s displayed as “Items Not Yet Dispatched”, you’ll see a delivery estimate next to the order.
If you need further help, E-mail Us
iii) I ordered the wrong thing and want to return it
No problem. Read Our Returns Policy help pages to find out what to do.
iv) You sent me the wrong stuff
As soon as you find out we’ve sent you an incorrect item, E-mail Us and let us know. We’ll send you the correct item as soon as we can. Send the original item back to us (customer service will provide instructions on how to do this) and we’ll make sure you are not charged for it.
Note: in the event of IslamicGoodsDirect.co.uk sending you a replacement for an incorrect item, you must return the original item to IslamicGoodsDirect.co.uk within 30 days. IslamicGoodsDirect.co.uk reserves the right to charge the price of the replacement to the payment card used for the original order if the item is not returned within 30 days of the date on which IslamicGoodsDirect.co.uk confirms we will issue a replacement.
And if you’ve grown quite attached to the item and want to keep it, just E-mail us and we’ll charge the cost of the item to the card you used to place the original order.
v) I haven’t received anything. Where’s my order?
Check the Where’s My Stuff? page to find out how to check the status of your order.
BFPO Addresses:
BFPO addresses must be entered into the fields in our online order form in a specific format, as shown below, ensuring that the BFPO number is entered into the postcode field:
Full name: Service Number, Rank, Name
Address line 1: Company
Address line 2: leave field blank
Town/City: Regiment
County: leave field blank
Postcode: BFPO ### (eg: BFPO 123)
Country: United Kingdom
Phone number: enter a contact number, either your own or the recipient’s
We ask for a contact number in case there’s a problem with delivery. If you don’t want to enter one, type “N/A” in the relevant box. This will allow you to proceed.
Note: BFPO addresses are eligible for free Super Saver Delivery. See Terms and Conditions.
AFPO Addresses:
At present we have no way of dispatching items to US military personnel and their families stationed beyond US shores using the APO/FPO mail system.
If the item you wish to purchase is offered by our American store IslamicGoodsDirect.com, you can order the item there and pay a local dispatch rate to have your item sent through the APO/FPO system. However, if you cannot purchase the item from our US store, you can buy the item from IslamicGoodsDirect.co.uk and ask for it to be delivered internationally to your APO/FPO address in the US. Please note that as this method would involve dispatching your order from the UK to the US, you will incur an international dispatch charge. See Delivery Rates.
Five packages going to five different addresses? No problem
With our multi-address delivery feature, you can fill up your Shopping Basket with items for everyone and visit the checkout only once–even if you’re sending packages to more than one address.
Just fill up your Shopping Basket with gifts, proceed to the checkout and click the “Send to Multiple Addresses” button on the Address page. From there, it’s easy to specify which items should be sent to which addresses.
Submit your order and relax while we take care of delivery.
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Note: delivery time is not the total time it will take for your order to arrive. Total time is also dependent on the Availability of the item/s in your order.
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Note: availability is not the total time it will take for your order to arrive. Total time is dependent on the destination of your order and the delivery options you choose. See Delivery Times. Availabilities are as follows:
To keep you fully informed of the progress of your order, we’ll send you one e-mail when we receive it and another when we dispatch it from our fulfilment centre. You can also track the progress of your recent orders in My Account Bulk ordering affects availability If you place a bulk order, there’s a chance you’ll order more of the item than we have in stock. This means we’ll have to get more from the supplier before we can fulfil your entire order, increasing the availability estimate for the item. |
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Similarly, as new Region 1 DVDs are sold from the USA or Canada, you may be subject to import duties and taxes which are levied once the package reaches your country. Click here for more information on VAT and import duty chargeable on Region 1 DVDs. Generally, customs forms for international packages will list the value of the contents of your order by product type. For instance, orders containing CDs, videos, books and software will generally be listed in a way similar to the following example:
Your privacy is important to us and we know that you care about how information about your order is used and shared. We would like our international customers and customers dispatching products internationally to be aware that cross-border deliveries are subject to opening and inspection by customs authorities. Also, we may provide certain order, delivery and product information, such as titles, to our international carriers and such information may be communicated by the carriers to customs authorities in order to facilitate customs clearance and comply with local laws. If the order is a gift, the package is marked “Gift” but the cost of the item is still stated on the customs form. Customs authorities require us to state the value of the gift item directly on the package. |
Some books take more time and effort for us to locate than others. In these cases we add an additional handling charge of £1.99 (excluding VAT) per item to the cost of the order.
Any applicable extra charges are listed on individual product information pages. They’re also listed as part of your delivery charge when you get to the last step in the order process before you confirm your order.
Note: any extra charges apply only to orders from IslamicGoodsDirect.co.uk and do not, therefore, apply to orders from IslamicGoodsDirect.co.uk Marketplace, Auctions or zShops.
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