Orders, Returns and Refunds


Change or cancel an order

We're sorry that in most circumstances it's not possible to make changes to your order once you've placed it.

  • To add products to your order, please place a new order for these items

  • To change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team for advice on 07512 10 20 68 between 9am and 5pm, 7 days a week, or email us at info@buraqxpress.uk (to arrange returns only). Please be ready to quote your order number and order date

  • If your order has already been dispatched or delivered, then you'll need to follow our Returns procedure in the event of any unwanted products

  • If you're an international customer, find out more here

  • There are some products which we cannot cancel, refund or exchange, including perishable and made-to-order items; see below for more details


Consumer Contracts Regulations 2013

This legislation offers you the following cancellation rights when you buy online or by phone:

  • You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services

  • Your right to return products does not apply to goods made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly

  • If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them

  • To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address

  • You can cancel by email: customerservices@buraqxpress.uk, or call 07512 10 20 68

  • If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery)

  • We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied


Track your order

To check your order status, just sign in to your account at the top of the page, followed by View orders.

  • Order received means your order hasn't been processed yet

  • Order processing means your order could be at any point between the warehouse receiving it and dispatching your goods

  • Dispatched means your order has left our warehouse. You'll receive an email confirming dispatch. Depending on our chosen carrier, you may receive a separate email from us that will detail how to track your order when it has left the warehouse

  • Cancelled means your order has been cancelled either by you or us

If you find that your order has only been partially delivered, this may be because other items are being dispatched from a different location.

However, if your order is obviously incomplete, over-delivered or damaged, please email our Customer Service team, or call us on 0208 123 5070, 9am - 5pm, 7 days a week.


Missing, incomplete or damaged orders

If your order hasn't arrived, or arrives incomplete, first of all please view your order status online by signing into your account and selecting View orders.

If your order is incomplete, please bear in mind that products may be sent out from multiple locations and so arrive separately; please allow a little extra time before contacting us.

For damaged products, incomplete orders or dispatched orders that don't arrive within the expected time period, please email our Customer Services team, or call us on 07512 10 20 68  9am – 5pm, 7 days a week. If you prefer, you can also return damaged goods to us via the returns methods listed below.


Your purchase history

To find more information on your past orders, please sign into your account here.

You past orders will be displayed if you signed in to your account before checking out.

To check for items that you've returned to us, view the original order and they'll show up as 'Returned'; do get in touch if this isn't the case.


Returns procedure

Depending on the product type and size you can return Buraq Xpress orders via Royal Mail or a courier service such as myHermes.

  • Fill out your reason(s) for return on the back of the delivery note

  • Enclose the delivery note with the product, ticking the reason for return, and package up securely

  • Please use original packaging if possible, but remove original labels

  • Use the pre-paid Royal Mail Returns label from the delivery note and obtain a certificate of postage when you visit the Post Office

  • If you have lost the returns label provided you can visit the Royal Mail website (opens in a new window) to print a new label. Your parcel can then be taken to the Post Office

See below for full details of our returns and refunds policy, and for international returns, see below.

  • Your refund will be processed within 14 days from when you return your order. If after this time you haven't received your refund, please contact us.

  • We'll refund the credit or debit card of the person who originally placed and paid for the order

  • Items returned this way will show up as returned on the order stored in My account as long as you signed in to place it originally


Refund policy

We want you to be happy with your purchase. If you're not, just return the product to us and we'll exchange or refund it to the credit or debit card of the person who originally placed and paid for the order. Please see below for products excluded from this policy.

Under Consumer Contracts Regulations 2013, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receipt. This includes any delivery charge, but excludes the products listed as exceptions below.


Terms & conditions

  • If you're unhappy with your purchase or any of the products are faulty, please let us know within 30 days of purchase

  • If you return your item within 30 days of purchase we'll exchange it another item or refund the original debit or credit card used to purchase

  • It's important that any unwanted item is returned in a re-saleable condition. We'd expect this to mean that you've kept all original packaging and labels, and that it's undamaged and unused

  • We'll refund any delivery charges you've paid if you return an entire order (UK orders only)


Products we're unable to cancel, refund or exchange

We can't offer refunds or exchanges, unless faulty or not as described, on the following items:

  • Products which have been personalised for you, such as stationery or gifts

  • Computer software or audio CD that has been opened

  • Gift cards

Where a product has been specially ordered for you, unless faulty, we're unable to refund or offer an exchange. We're unable to accept cancellations for these orders, unless within 48 hours of the order being placed. We'll make this clear when you place your order.

This does not affect your statutory rights.