FREQUENTLY ASKED QUESTIONS

Here's how you can check the status of your order:

1. Log in to your customer account on our website by clicking on the ‘user’ icon in the top right of our homepage and entering your email address. A One Time Password (6 digit code) will be sent to your email address.
2. Here you'll find a comprehensive overview of your previous and current orders. The current status of your order is displayed at the top of the order. You can click any specific order for more information.

If you have any specific questions or concerns regarding your order status, please feel free to reach out to our customer support team. You can contact us at customerspupport@mashallah-dubai.com, and we'll be happy to assist you further.

We understand that sometimes you may need to make changes to your order. We'll do our best to assist you with your request.

Here's how you can proceed:

If you would like to change your order, we recommend reaching out to our customer service team as soon as possible. You can contact us by sending an email to customersupport@mashallah-dubai.com or use the contact form provided on our website. In your message, please include the following information:

• Your order number
• Your name and contact information

In most cases, we will cancel your existing order so you can place a new one with the desired changes.

Please note that once an order has been processed or shipped, changes may not be possible. In such cases, you may need to initiate a return process for the items you wish to change. Please see the Exchange & Return part of our FAQ for necessary instructions and assistance.

We offer a range of secure and convenient payment options ensuring a seamless shopping experience for our customers in the United Arab Emirates and neighboring countries. Here are the payment methods currently available:

1. Credit Cards:
We accept all major credit cards, including Visa, Mastercard, and American Express. When making a purchase, simply enter your credit card details at the checkout, and Stripe will securely process your payment.

2. Debit Cards:
We also accept debit cards with the Visa or Mastercard logo. You can use your debit card to complete your purchase just like a credit card, by providing the necessary card details during the checkout process.

3. Apple Pay:
For customers using Apple devices, Apple Pay offers a convenient and secure payment method. If you have Apple Pay set up on your device, you can select it as your payment option during checkout and complete your purchase with just a few taps.

4. Google Pay:
With Google Pay, you can make payments using your saved credit or debit cards linked to your Google account. If you have Google Pay set up on your device, you can choose this option during checkout and complete your transaction quickly and securely.

5. Cash on Delivery:
At our discretion, we may offer a Cash On Delivery (COD) option for certain orders, allowing customers to make payments in cash at the time of product delivery. When selecting the COD option, you agree to pay the total order amount, including any applicable taxes, shipping fees, and handling charges, directly to the delivery personnel upon receipt of your order.

This service is available within the United Arab Emirates (UAE) and most neighbouring countries. Simply choose "Cash on Delivery" as your preferred payment method during the checkout process.

Please note that the availability of payment options may vary based on factors such as device compatibility and location.

We strive to process and ship your order as quickly as possible. Here's the timeline for when you can expect your goods to be shipped based on the time of your order:

Orders Placed Before 7:00 pm
If you place your order before 7:00 pm (local time), we will make every effort to ship your goods on the same day. Our team will process your order promptly, and it will be handed over to our shipping partner for delivery. Please note that this applies to business days (Monday to Friday), excluding weekends and public holidays.

Orders Placed After 07:00 pm
For orders placed after 07:00 pm (local time), our team will process your order as soon as possible on the following business day, ensuring it is prepared for shipping.

Please keep in mind that the shipping timeframes mentioned above are our general guidelines, and occasional exceptions may occur due to unforeseen circumstances or high order volumes. We appreciate your understanding in such cases.

Once your order has been shipped, you will receive a shipping confirmation email containing tracking information. This will allow you to track the progress of your shipment and estimate the delivery time.

We are delighted to offer shipping services from the United Arab Emirates (UAE) to multiple neighbouring countries. Here's a list of the regions we currently ship to:

• United Arab Emirates
• Oman (by Air)
• Bahrain (by Air)
• Saudi Arabia (by Air)
• Qatar (by Air)
• Kuwait (by Road)

For all orders, we are pleased to offer FREE shipping at this time. This applies to each order, regardless of the size or weight of the package.

The estimated delivery time depends on your location and the destination of your order. Here are the general delivery timeframes:

Orders within the United Arab Emirates (UAE):
For orders delivered within the UAE, you can expect your package to arrive the next day, if the order is placed before 07:00 pm. Our dedicated shipping partners work diligently to ensure prompt delivery to all Emirates within the UAE.

Bahrain, Saudi Arabia, Qatar, and Kuwait:
If you are placing an order to one of these neighbouring countries, the delivery time may take slightly longer. Please allow an estimated delivery time of 2 to 4 business days for orders to reach your destination. Factors such as customs clearance and international shipping processes contribute to the longer timeframe.

Oman
If you are placing an order to Oman, the delivery time may take slightly longer because we do not use air freight to this destination. Please allow an estimated delivery time of 5 business days for orders to reach your destination.

Please note that the mentioned delivery timeframes are general estimates, and occasional delays may occur due to factors beyond our control, such as unforeseen circumstances or seasonal peaks.

We understand that circumstances may change, and you may need to cancel an order. Here's how you can proceed:

If you wish to cancel an order, we recommend reaching out to our customer support team as soon as possible via email: customersupport@mashallah-dubai.com.

In your communication, please include the following information:

• Your order number
• Your name and contact information
• A clear request to cancel your order.

Our dedicated customer support team will review your request and check the status of your order. If your order has not yet entered the shipping process, we will cancel it for you.

Please note that once an order has entered the shipping process, it cannot be canceled. In such cases, we recommend following our standard return procedures upon receiving your order. You can find detailed instructions in our Return Policy and in the FAQ section Exchange & Return.

Please ensure the items are unused, in their original condition, and with all tags attached. Once we receive the returned items and confirm they meet our return policy criteria, we will process your refund according to our refund policy.

We currently provide a standard shipping option through Naqel Express for all orders. This is our default shipping method for domestic and international shipments.

Please note that we continuously evaluate and explore new shipping options to enhance our service and provide more choices for our customers. We are actively working to expand our shipping options in the future.

Currently, we do not offer international delivery beyond specific regions. We primarily ship to the United Arab Emirates (UAE) and selected neighbouring countries, including Oman, Bahrain, Kuwait, Saudi Arabia, and Qatar. We apologise for any inconvenience this may cause for customers outside these regions.

Yes, we do accept returns. We want you to be completely satisfied with your purchase, and we understand that sometimes a return may be necessary. Here are some important details regarding our return policy:

Eligibility for Returns:

• To be eligible for a return, the item(s) must be unused, in its original condition, and with all tags attached. Please ensure that the product is in the same condition as when you received it to qualify for a return.
• We kindly request that you take proper care when trying on or handling items, as products returned in a used or damaged condition may not be eligible for a refund.

Return Process:

• If you wish to initiate a return, please follow our standard return procedures. These instructions will guide you through the return process step-by-step.
• Once we receive the returned item(s) and confirm that they meet our return policy criteria, we will process your refund according to our refund policy.

Please see our Shipping & Returns section for more information.

We understand that you may want to exchange an item for a different size, color, or style. To provide you with the quickest and most efficient solution, we recommend following our standard return procedure and placing a new order for the desired item. Here's how you can proceed:

1. Initiate a Return:
Start by initiating a return for the item you wish to exchange. Please refer to our return policy and follow the provided instructions to ensure a smooth return process. Make sure the item meets the eligibility criteria for returns, such as being unused, in its original condition, and with all tags attached.

2. Place a New Order:
Once you have initiated the return for the item, visit our website and place a new order for the desired size, color, or style. This will ensure that you secure the item you want without delays.

3. Return Processing and Refund:
As soon as we receive the returned item and confirm that it meets our return policy criteria, we will process the refund for the returned item according to our refund policy. The refund will be issued to your original payment method or offered as store credit, depending on our policies.

Please note that processing times for returns and refunds may vary depending on factors such as shipping, item inspection, and payment provider timelines. We will strive to process your return and refund as quickly as possible to minimize any inconvenience.

Yes, when initiating a return or exchange, you will be responsible for covering the shipping costs associated with sending the item back to us. Here are the details regarding the shipping costs for returns/exchanges:

For all returns and/or exchanges, a flat rate shipping fee of 25.00 AED will apply. This fee helps us cover the cost of processing and handling your return or exchange request. This amount will be deducted from the total refund amount.

For your convenience, we offer a hassle-free goods collection service for returns. Instead of providing a return label, the dedicated team from Naqel Express will arrange to collect the goods directly from your specified address.

When you initiate a return request, our customer support team will review your request and approve the return if it meets our return policy criteria. Once approved, you will be contacted via phone call or text message to schedule a suitable appointment for the pick-up.

We do not charge any additional fees for the goods collection service.

The Mashallah Dubai Polos are made with premium fabrics treated with a rinse wash for added softness. Containing detailed trimmings, high-end labeling, and our every-stitch-matters philosophy, this beautiful Mashallah Dubai garment reflects our respectful and meticulous approach in creating a piece of clothing to cherish always.

The Mashallah polo fits slim. So pick the usual size if you want your fit to be tight. Pick a size larger if you want a more relaxed fit.

If you are not sure about your size, please see our Style & Fit Guide PDF here.

Yes, our clothing items are all machine washable. To help you properly care for your garments and extend their lifespan, we recommend reading the Care Label carefully before washing: The care label provides specific instructions for washing, drying, and ironing the item. It may include symbols or text indicating the appropriate care methods.

Yes. You can download our Style & Fit Guide here.

• Proper care is essential to preserve the quality and longevity of your clothing. Here are some standard instructions to help you care for your garments:
  
  1. Read the Care Label:
  Always refer to the care label attached to the garment for specific care instructions. The care label provides valuable information regarding washing, drying, ironing, and any special care requirements for the item.
  Sorting and Separating: Sort your clothing items by color and fabric type before washing. This helps prevent color bleeding and allows for appropriate care based on fabric sensitivity. Wash delicate items separately or use a laundry bag to protect them during the wash cycle.
  

2. Machine Washing:

• Select the appropriate washing cycle and water temperature based on the care label instructions.
  
• Use a mild detergent suitable for the fabric type and avoid using bleach or harsh chemicals unless specified on the care label.
  
• Avoid overloading the washing machine to ensure proper cleaning and prevent excessive wrinkling.

3. Hand Washing:

• For delicate fabrics or items with specific care requirements, consider hand washing. Gently agitate the clothing item in a basin of lukewarm water with a mild detergent. Rinse thoroughly and carefully squeeze out excess water without wringing.
  
  4. Drying:
• Check the care label for recommended drying instructions. Some garments may be suitable for machine drying, while others require air drying.
• If machine drying, select the appropriate temperature and cycle to prevent overheating or shrinkage.
• Air dry delicate items by laying them flat or hanging them on a drying rack to maintain their shape.

5. Ironing:

• Follow the care label instructions for ironing. Different fabrics may require different ironing temperatures and techniques.
• If ironing, adjust the iron to the appropriate heat level for the fabric and iron on the reverse side when necessary.
• Alternatively, use a steamer to remove wrinkles or freshen up your garments.

6. Storage:

• Proper storage helps maintain the quality of your clothing items when not in use.
• Clean garments before storing them to prevent stains from setting in.
• Fold or hang items according to their fabric type to avoid stretching or deformation.
• Store in a cool, dry place away from direct sunlight and moisture to prevent damage.

Please note that these are general care instructions, and specific garments may have unique care requirements. Always refer to the care label for the most accurate and tailored instructions.

If you have any further questions or concerns about caring for your clothing items, please feel free to reach out to our customer support team. We are here to provide further guidance and assist you in maintaining the quality of your garments.

We are here to assist you with any questions, concerns, or assistance you may need. To reach our customer support team, please follow the options below:

Email:
You can contact our customer support team by sending an email to customersupport@mashallah-dubai.com. Simply compose your message, including details about your inquiry, and our team will respond to you promptly.

Contact Form:
Alternatively, you can use the contact form available on our website. Visit our website and navigate to the "Contact Us" page. Fill out the required fields, provide your message, and click the submit button. This will send your inquiry directly to our customer support team.

Response Time:
We value your time and strive to provide timely assistance. Our customer support team is committed to responding to all inquiries within 24 hours from the time of receipt. Please note that our business hours may affect response times, especially during weekends and public holidays.

Additional Information:

• When reaching out to our customer support team, please provide as much detail as possible regarding your question or concern. This will help us better understand your needs and provide you with the most accurate and relevant assistance.
• If you have a specific order-related inquiry, kindly include your order number or relevant details in your message. This will allow us to access your information quickly and provide more personalised support.

We appreciate your patience and understanding as we work to address your inquiries in a timely manner. Our customer support team is dedicated to providing excellent service and ensuring your satisfaction.

Our customer support team is available to assist you via email. We understand that timely support is crucial, and we strive to address your inquiries as quickly as possible.

You can reach our customer support team by sending an email to customersupport@mashallah-dubai.com at any time, day or night. We have a dedicated team of support agents who work diligently to provide you with the assistance you need. Our team is committed to responding to all inquiries within 24 hours from the time of receipt. This includes business days, weekends, and public holidays.