Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your original item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase as well as photographs and videos of the items and their related issues. 

To start a return, you must contact us at support@shopfaisal.com. Returns require the customer to pay a shipping fee. While we do provide free shipping to customers, the customers must pay for the return shipping fee to the original warehouse the order was shipped from; We don't provide shipping labels, so return shipping costs are the customer's responsibility. To ensure we can track the journey of your return, please use a tracked shipping method.

If your return is accepted, we’ll send you a return shipping address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return questions at support@shopfaisal.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns or refunds on sale items or gift cards.

Additionally, receiving batteries a few days after receiving jackets is not a valid reason for returns/refunds, as we've made it clear in our shipping information before purchase.

Returns are only available in the UK and the US.

We'd like to kindly ask you to show off your photographic skills and take a picture of the item before sending it back to us. This way, we'll be able to evaluate its condition. Thanks for your help!

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. While we offer free shipping to our customers, customers are required to pay the shipping fee for returns for exchanges.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

Once we receive your item, we will inspect it to ensure it meets our return criteria. If your return is approved, we will provide you with a Store Credit equal to the paid price of the pieces returned. You will receive your store credit in the form of a gift card via email. The gift card has no expiration date and can be passed on to someone else. Please note: As a small brand, we are unable to offer any cash refunds. We are also unable to make any exceptions due to the item being out of stock or for any other reason.

Disclaimer

At Faisal®, we are not responsible for shipping carrier delays, as these are beyond our control.

Our team ensures orders are processed and handed off to shipping carriers promptly. Once in transit, delivery timelines depend on carrier logistics, weather conditions, and seasonal demand. Unfortunately, these factors are not within our control.

Refunds can only be issued after you have received your order and returned the order to us - orders cannot be refunded until the order has been returned and reprocessed. Orders are processed immediately, so we cannot make changes to an order after it has been placed. If the order has already been processed and packaged through our shipping department and facility, we cannot retrieve it for an address change or cancellation. The only case where an address change is possible is if our carriers request a different address other than a PO box for an order(s).

Additionally, while we understand the importance of timely deliveries for birthdays, holidays, or special events, unforeseen carrier delays do not qualify as valid reasons for refunds or returns. We encourage customers to place orders well in advance of these occasions to account for potential delays.

This policy ensures consistency and fairness while helping customers plan effectively.