Refund policy
Returns & Refund Policy
We want every Nusuki piece to be right for you. If it is not, this policy explains how returns, exchanges and refunds work, what condition items must be in, and which items cannot be returned. Please read it before you order.
1. Return window
You may request a return within 14 days of the delivery date. Requests after this period will not be accepted unless the item is faulty (see section 7).
2. How to return
All returns must be authorised before posting. Email info@nusuki.uk or WhatsApp +44 7444 404535 with your order number, the item(s) and the reason for return.
If approved, you will receive a Return Authorisation number and the return address. Parcels sent without an authorisation number, or to any other address, are processed last and will take longer to refund.
3. Sending your return
Once approved, the item must be posted within 14 days. You are responsible for the return postage cost and for the item until it reaches us, so please use a tracked service and keep proof of posting.
If a return goes missing in transit, we can only refund once you provide the carrier's proof of posting. Returns sent without tracking or proof of posting cannot be refunded if they do not reach us.
4. Condition of returned items
Items must be unused, unworn, unwashed, free of odours (perfume, smoke, cooking, bakhoor), with all tags, labels and original packaging intact.
You may inspect an item as you would in a shop. If it has been used or handled beyond that, we will deduct an amount reflecting the loss in value, up to the full price of the item. Typical deductions apply to:
- Thobes or prayer dresses that have been worn
- Prayer mats with marks or wear
- Items missing tags or packaging
- Sets (musalla sets, bundles) returned incomplete
5. Thobes and prayer dresses
Every thobe ships with a Nusuki return tag attached at the collar. You may try the item on with the tag in place, as you would in a shop. If the tag has been removed or cut, the item is treated as worn and a deduction of up to the full price will be applied to any refund.
Items showing signs of wear are refunded with a deduction reflecting the loss in value. Signs of wear include creasing at the seat or knees, marks at the collar or cuffs, deodorant or perfume traces, loose threads from ironing, and missing packaging.
Size exchanges are offered once per order, subject to stock. You will be asked to confirm your height and chest measurement against our size chart. If the size you ordered matches your measurements, the exchange is at your cost both ways.
Thobes that have been hemmed, tailored or altered at your request cannot be returned or exchanged unless faulty.
Thobes must be returned folded in the original garment bag. Items returned loose in a mailer are assessed for creasing and marks and refunded with a deduction where the item can no longer be sold as new.
6. Items that cannot be returned
For hygiene and safety reasons, the following cannot be returned unless faulty:
- Perfumes, bakhoor, incense, air and fabric fresheners once opened or with the seal broken
- Soap and other hygiene products once unsealed
- Personalised, engraved, tailored, altered or made-to-order items
- Gift cards
7. Faulty, damaged or incorrect items
Please check your order on delivery. If an item arrives damaged, faulty or is not what you ordered, contact us as soon as possible, ideally within 48 hours, with your order number and clear photos of the item and the packaging. Reporting quickly helps us claim from the courier.
Once confirmed, we will cover the return cost and offer a replacement, repair or full refund. Your rights under the Consumer Rights Act 2015, including the 30-day right to reject a faulty item for a full refund, are not affected.
Damage caused by misuse, washing against care instructions or normal wear is not covered.
8. Refunds
Refunds are issued only after the return has been received and inspected. We will email you the outcome within 5 working days of receipt.
Approved refunds go back to your original payment method within 14 days. Your bank may take a further 3 to 5 working days to show it.
If you return your entire order under your cancellation right, the standard delivery charge you paid is refunded. If you return part of an order, delivery charges are not refunded. Any deduction for wear or missing packaging is shown on your refund confirmation.
9. Exchanges
Exchanges are offered for size on thobes, prayer dresses and ihrams only, subject to stock. You cover both return and re-delivery postage.
For any other item, please return it and place a new order.
10. Undelivered or refused parcels
If a parcel comes back to us because the address you gave was incomplete or incorrect, or it was not collected from the carrier, the carrier's return fee will be deducted from your refund. If you refuse delivery, we treat this as a cancellation and refund the order less the carrier's return fee.
11. Fair use
We monitor return activity. We may decline future orders from customers with an unusually high rate of returns, or with repeated returns that do not meet the conditions above.
Last updated: September 2026
Nusuki United Kingdom · info@nusuki.uk · +44 7512 041744