Once your order has been dispatched from Al Narjis, you’ll receive a dispatch e-mail with your tracking link. You can then track the parcel directly with the courier. Orders are normally dispatched same day or next business day. If you can’t find in your e-mail make sure you double check your junk/spam folders.

Once an order has been placed unfortunately it cannot be cancelled or amended. You can return your order using returns service, or you can refuse delivery with the courier. The parcel will then be returned to us and we'll refund you. We’re hoping to be able to cancel or amend orders in the future!

We've gone paperless so you won't receive any paperwork in your parcel. You'll still get your order confirmation and dispatch via e-mail.

At present we use Royal Mail as our main couriers for all orders.

If you think you have been sent the incorrect tracking link, please try either of these tracking websites before contacting us:

https://www.royalmail.com/track-your-item

If your order is showing as delivered and you can’t locate it, firstly check with your neighbours, anyone else in your household and any safe places it could have been left. If you track your parcel using the tracking number in the shipping e-mail, you should be able to see if the parcel was left in a safe place or with a neighbour. If you still can't locate it, get in touch with Customer Services via email or live chat and someone will investigate further. We’ll also ask you to fill out a denial of receipt form and ask you a few questions so we can go back to Royal Mail. Once our investigation is complete we’ll then look at resending your order or refunding you.