Terms & Conditions
These terms may have changed since you last reviewed them.
Currently there are no changes.
Where to find information about us and our products
You can find everything you need to know about us, (Islamic Relief UK, Islamic Relief Worldwide, and TIC International) and our products on our website before you order. We also confirm the key information to you in writing after you order by email, and in your online account.
When you buy from us you are agreeing that:
- Confirmation of order.
- Sometimes we reject orders.
- We charge you when you place your order.
- We pass on some increases in VAT.
- We’re not responsible for delays outside our control.
- Products can vary slightly from their pictures.
- Product pricing is clearly marked.
- How to make payments
- We have made guidance available for buying clothes.
- Pre-ordered items
- Delivery costs
- If you bought online by mail order, or at an event, you have a legal right to change your mind plus extra rights under our guarantee.
- You can end an on-going contract.
- You have rights if there is something wrong with your product.
- We can change these terms.
- We can suspend supply (and you have rights if we do).
- We can withdraw products.
- We may offer discounts from time to time.
- We can end our contract with you.
- We don’t compensate you for all losses caused by us or our products.
- We use your personal data as set out in our Privacy Notice.
- You have several options for resolving disputes with us.
- Other important terms apply to our contract.
- Contacting us
Confirmation of order
You will be charged as soon as the order has been placed and an email confirmation of the order will be sent to you. You will receive another email update to confirm shipping of your product.
We pass on some increases in VAT
We’re not responsible for delays outside our control
If our supply of your product is delayed by an event outside our control such as problems with our supplier or nominated courier, or a technical failure, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team at [email protected] to end the contract and receive a refund for any products you have paid for, but not received.
Products can vary slightly from their pictures
Product pricing is clearly marked
The prices on the website are clearly marked and are inclusive of VAT, where VAT is applicable. We are able to change the prices of the products on the website at any time.
How to make payments
We accept payments by Visa and Mastercard. Your card will be debited immediately upon placing and paying for an order.
If your payment is not received and you received your order, you must either pay or return the product to us within 14 days of receiving the product in the same condition you received them at your own expense. We may charge you for any and all damage to the unpaid products.
Ordering Clothing
If you are ordering clothing then please make sure you take measurements where possible and make use of our size guide here as the sizing of garments may differ from other brands.
Pre-ordered Items
Any products available for pre-order will be clearly specified on the website.
Products that are available for pre-order are not immediately ready for delivery and will be delivered on the estimated delivery date stated on the website. You will be notified if there are any significant delay or change in the estimated delivery time.
Delivery
We offer next day delivery on all orders.
Delivery will be to the address specified in your order.
You may be charged for redelivery.
We may charge you additional sums for redelivery if you don’t give us correct address details, information we’ve asked for about how we can access your property for delivery or if you do not take delivery of your item following our reasonable attempts.
If you bought online, you have a legal right to change your mind plus extra rights under our guarantee.
Your legal right to change your mind. For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
Our goodwill guarantee. In addition, we, TIC International offer our UK customers a goodwill guarantee for most products however they are purchased, which is more generous than your legal rights in the ways set out below. This goodwill guarantee does not affect your legal rights if there is something wrong with your product (for more on those rights see You have rights if there is something wrong with your product).
| Your legal rights | How our goodwill guarantee is more generous |
| 14 days to change your mind online, telephone, mail order and doorstep sales only | 30 days to change your mind however you bought the product |
| You pay costs of return | We pay costs of return |
When you can’t change your mind. You can’t change your mind about an order for:
- products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them. This includes all food products that we supply on our website whether they are fresh or frozen.
- goods that are made to your specifications or are clearly personalised; and
- goods which become mixed inseparably with other items after their delivery.
How to let us know
To let us know you want to change your mind, contact our Customer Service Team via [email protected].
Returning the product
You have to return your product (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are free, as part of our goodwill guarantee. You can:
- contact us via your Shopify account or contact our Customer Service Team on [email protected] and we will arrange the delivery for you.
We only refund standard delivery costs. We don’t refund any extra you have paid for express delivery or delivery at a particular time.
We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new” (i.e the condition in which you received the product), price tags have been removed, the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team: 0121 517 0137 can advise you on whether we’re likely to reduce your refund.
When and how we refund you. If you tell us you’ve changed your mind about a product that hasn’t been delivered or one that we’re collecting from you, we refund you as soon as possible and within 14 days. If you’re sending your product back to us, we refund you within 14 days of receiving it (or receiving evidence you’ve sent it to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.
You can end an on-going contract (find out how)
We tell you when and how you can end an on-going contract with us (for example, for a subscription to goods) during the order process and we confirm this information to you in writing after we’ve accepted your order. If you have any questions, please contact the Customer Service Team.
You have rights if there is something wrong with your product
If you think there is something wrong with your product, you must contact our Customer Service Team: [email protected]. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that you have several options for resolving disputes with us.
| Summary of your key legal rights |
| The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: Up to 30 days: if your goods are faulty, then you can get a refund.Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back. |
We can change these terms
We can make changes to our website, policies and these Terms and Conditions at any time. You will be bound by the Terms and Conditions that is in effect at the time of your order from our website. Please check the top of the page to see when these Terms and Conditions were last updated.
We can withdraw products
We may offer discounts from time to time
We may offer discounts through our website from time to time. These may be withdrawn or modified at any time at our sole discretion without notice. Discounts cannot be combined with any other offers or discounts unless explicitly stated. Discounts will apply to the total value of the order excluding delivery costs and will be subject to any specific promotional terms and conditions.
We can end our contract with you
We can end our contract with you for a product and claim any compensation due to us [(including enforcement costs)] if:
- you don’t make any payment to us when it’s due and you still don’t make payment within 7 days of our reminding you that payment is due;
- you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product;
- you don’t, within a reasonable time, either allow us to deliver the product to you or collect it from us. If you have said you will collect the product but you don’t do this within 7 days then we treat your order as cancelled and refund the purchase price.
We don’t compensate you for all losses caused by us or our products
We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:
- Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
- Caused by a delaying event outside our control. As long as we have taken the steps set out in the section we’re not responsible for delays or failures arising from any cause which is beyond our reasonable control.
- Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
- A business loss. We will not be responsible for any business loss or any other indirect or consequential loss that you suffer in connection with your trade, business, craft or profession.
We use your personal data as set out in our Privacy Notice
How we use any personal data you give us is set out in our Privacy Notice. We will keep your personal information on a secure server and fully comply with all UK data protection laws and consumer rights.
Your personal data will be used in the processing of your order; and if you agree, to let you know about any products or special offers that we may have.
You have several options for resolving disputes with us
Our complaints policy. Our Customer Service Team: [email protected] will do their best to resolve any problems you have with us or our products as per our Complaints policy.
Other important terms apply to our contract
We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract.
You can only transfer your contract with us to someone else if we agree to this. We may not agree, however, you can transfer our guarantee (as explained in Our goodwill guarantee) to a new owner of the product. We can require the new owner to prove you transferred the product to them.
Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.
Contacting us
For any general product or delivery related queries, please contact [email protected].
For complaints, please contact us via [email protected].