Shipping & Return Policy

Shipping Policy

Worldwide Shipping

We ship worldwide from our warehouse in Luxembourg (EU) and the UAE. There are no extra customs fees for any products shipped within the EU or the UAE.

Where possible, we ship with P&T Luxembourg. Within Luxembourg, France, Belgium, and Germany, we always ship with P&T Luxembourg. Internationally, we ship with either P&T Luxembourg, DHL, or UPS.

Shipping is calculated at checkout.
No shipping fees for Luxembourg, Germany, Belgium, and France (no minimum order). Shipping fees are free for EU orders over 150 euros. For orders under 150 euros, shipping fees apply—these will be shown at checkout.

We currently ship our orders twice a week. Please allow up to 5 business days for your order to be processed. If you require expedited delivery, please contact hakoum.studios@gmail.com, and we will do our best to accommodate your request.

Domestic delivery within Luxembourg and the UAE takes 2-3 business days. Delivery within the EU usually takes 3-10 business days, if not otherwise stated on the product page, and worldwide 8-15 business days, if not otherwise stated on the product page. Please note that shipping time does not include processing time.

VAT is always included in the price.

Important note: Specific taxes and import duties for delivery to a non-EU country must be declared and paid to the relevant authorities of the importing country by the purchaser of the goods.

Shipping Confirmation & Disclaimer

Once an order is sent off from our warehouse, a shipping confirmation email is sent to the address you have submitted to us. The shipping confirmation email entails (1) order number, (2) overview of item(s) ordered, (3) payment and delivery details and (4) a postal tracking number.

HAKOUM does not guarantee that all items included in the HAKOUM webshop are in stock at the time of your order. If an item happens to run out of stock before the status has been updated on the webshop, HAKOUM will notify you about this by either email or phone. Customers will then have the option to choose an alternative item or cancel the order in question and receive a refund of the purchase.

Return Policy

If you need to return an item you purchased, follow this easy guide to ensure a smooth process. Remember, you can return your item by mail within 14 days of receipt for a full refund, excluding shipping costs.

Step 1: Check Your Eligibility for Return

Time Limit: Ensure it has not been more than 14 days since you received the item.
Condition: The item must be unused, unworn, and in the same condition you received it. It should also be in its original packaging.
Type of Item: Only regular-priced items are eligible for returns. Sale items, made-to-order, and custom pieces are not returnable or refundable.

Step 2: Prepare Your Item for Return

Packaging: Re-pack the item in its original packaging to prevent any damage during shipping.
Documentation: Include the receipt or proof of purchase in the package. You may also need to email this to hakoum.studios@gmail.com if required.

Step 3: Ship the Item

Choose a Carrier: Select a postal service or courier to send your item back to us.
Return Address: Check the original parcel for the return address as it should be sent back to the location from which it was dispatched.
Shipping Costs: You are responsible for paying for the return shipping costs.
Tracking and Insurance: If the item is worth over 75 €, consider using a trackable shipping service or purchasing shipping insurance. This is crucial as we are not liable for items that are lost or damaged in transit.

Step 4: Email the Proof of Shipping

Send Confirmation: Once you've shipped the item, email the tracking number and any relevant shipping information to hakoum.studios@gmail.com to help us anticipate its arrival and expedite your refund.

Step 5: Wait for Confirmation and Refund

Processing: Once we receive the returned item, we will inspect it to ensure it meets all return criteria.
Refund: If the return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment. Please note this may take some time to reflect in your account.

Notes on Partial Refunds

Partial refunds may be issued for items that are returned in a condition that does not meet all our criteria (e.g., items that are damaged, not in their original condition, or are missing parts for reasons not due to our error).

Final Reminder

Keep a copy of all correspondence and documentation related to the return and shipment. This will help resolve any issues that might arise during the return process.

By following these steps, you can ensure your return is handled efficiently and your refund processed promptly.

Exchange Policy

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.

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. Same conditions apply as above for the return.

Refunds

As mentioned above, we will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.