REFUND POLICY
Last updated: November 2026
At Manzil al-Qalam, every piece is made to be treasured. If something isn’t right with your order, we’re here to help. Please read this policy before placing your order.
1. Personalised pieces
Pieces made with a name, word, initials or any other text you choose are made individually for you. For this reason, personalised pieces cannot be returned or exchanged for change of mind, and they are excluded from the statutory right of withdrawal. This does not affect your rights if a personalised piece arrives damaged, defective or different from what you ordered (see section 5).
Please check the spelling of your personalisation carefully before completing your order. We reproduce the text exactly as submitted.
2. Non-personalised pieces: 14-day returns
You may return non-personalised pieces within 14 days of delivery, for any reason. This also applies to items bought on sale or with a discount.
To be eligible, the piece must be unworn, undamaged and returned in its original packaging. For hygiene reasons, earrings can only be returned if their protective seal is unopened.
To start a return, email us at manzilalqalam@gmail.com with your order number within 14 days of delivery. We will send you the return instructions and address. Please send the item back within 14 days of telling us you want to return it.
Return shipping costs are paid by the customer, unless the item is damaged, defective or incorrect. We recommend using a tracked service, as we cannot be responsible for returns lost in transit.
Once we receive and inspect your return, we will refund the price of the item and the original standard delivery cost to your original payment method within 14 days. We may wait to issue the refund until we have received the item back or you have sent us proof of postage, whichever comes first.
3. Changes to your order
You can change the spelling of your personalisation or your shipping address within 12 hours of placing your order. Email us at manzilalqalam@gmail.com with your order number and the correct details. After 12 hours, your piece may already be in production and we can no longer guarantee changes.
4. Cancellations
Personalised orders can be cancelled within 12 hours of purchase, before production starts. Non-personalised orders can be cancelled at any time before they are shipped. Once a non-personalised order has shipped, you can use our 14-day return policy instead.
5. Damaged, defective or incorrect items
If your piece arrives damaged, defective, or different from what you ordered (including a personalisation that doesn’t match the text you submitted), please email us within 14 days of delivery with your order number and clear photos. Once confirmed, we will send a free replacement or, if that isn’t possible, issue a full refund. Your statutory rights as a consumer are not affected by this policy.
6. Lost or missing parcels
If the carrier confirms that your parcel has been lost, we will send a replacement at no extra cost. If your tracking shows your parcel as delivered but you have not received it, please contact us within 7 days so we can open an investigation with the carrier. Orders returned to us because of an incorrect or incomplete address provided at checkout can be reshipped at the customer’s cost.
7. Contact
For any question about returns or refunds, email us at manzilalqalam@gmail.com. We reply on the same day. Please include your order number in every message.