Nowayer Trading — Frequently Asked Questions (Returns, Shipping & Orders)
Below are answers to the most common questions about orders, shipping, returns, and exchanges. These FAQs form a customer‑facing guide and should be read alongside our Terms of Service, Shipping Policy, and Refund Policy.
Orders & Account
Q1: How do I place an order?
Add items to your cart and complete checkout on www.nowayer.co. You’ll receive an order confirmation by email.
Q2: Can I change my order after placing it?
Ready‑to‑wear orders may be cancelled only before dispatch. Custom or pre‑order requests cannot be modified or cancelled after confirmation.
Q3: Do I need an account to order?
No, but creating an account lets you track orders and view order history.
Pre‑Orders & Custom‑Made Products
Q4: What counts as a custom or pre‑order item?
Made‑to‑measure garments (e.g., abayas and caftans) and items marked as “pre‑order.”
Q5: How long do custom/pre‑order items take to produce?
Typically 1–2 weeks. Production times may extend during peak periods due to high demand or increased production volume.
Q6: Can I cancel or modify a custom/pre‑order item?
No. Custom and pre‑order items are final once confirmed and cannot be modified or cancelled.
Q7: Are custom/pre‑order items returnable?
No, unless the item is defective due to Nowayer’s error.
Q8: What if the custom item doesn’t fit?
Fit issues resulting from customer‑provided measurements are not eligible for return or refund. Please measure carefully.
Shipping & Delivery
Q9: Where do you ship?
Within Qatar, to all GCC countries, and internationally (subject to courier availability and import rules).
Q10: How long does delivery take after dispatch?
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Qatar: 1–3 business days
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GCC: 5–10 business days
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International: 10+ business days (subject to customs and local courier)
Q11: What are the processing times?
Orders are usually processed in 2–5 business days after payment confirmation (custom/pre‑orders follow production timelines above).
Q12: Who pays duties and taxes for international orders?
The customer is responsible for all duties, VAT, import taxes, and clearance fees at destination.
Q13: What if my parcel is delayed or lost in transit?
Once products are handed to the carrier, Nowayer is not liable for delays, loss, or non‑delivery caused by the carrier, customs, or force majeure. Please follow up directly with the carrier; we can assist with tracking information.
Returns, Exchanges & Refunds
Q14: What items are non‑returnable?
- Pre‑order and custom‑made abayas/caftans
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Perfumes, oud, oud oil, incense
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Personal‑use accessories (e.g., jewelry, prayer beads)
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Sale/Clearance items (unless defective)
Q15: What is the window for returns on ready‑to‑wear?
You must initiate a return within 7 days of delivery. Items must be unused, unworn, unwashed, and returned with all tags and original packaging.
Q16: How quickly must I report damage/defects?
Within 24 hours of receipt. Include clear photos of the issue and packaging.
Q17: How do I start a return?
Email customercare@nowayer.co with your order number, reason for return, and photos (if defective). We will provide a return authorization and instructions. Unauthorized returns may be refused.
Q18: Who pays return shipping?
If the return is due to Nowayer’s error (defective, incorrect, or damaged item), we cover return shipping. Otherwise, the customer pays return shipping.
Q19: Do you offer exchanges?
Yes, for defective or incorrect items only, subject to availability. If a replacement is unavailable, we will issue a refund.
Q20: What is refunded?
Approved refunds cover the product cost only. Shipping fees, duties, taxes, and handling charges are not refunded unless required by law.
Q21: How long do refunds take?
Typically 7–21 business days after approval, depending on your bank/payment provider.
Q22: Can I cancel an order?
Ready‑to‑wear: only before dispatch. Custom/pre‑orders: no cancellation once confirmed.
Carrier Responsibility & Force Majeure
Q23: Are you responsible for carrier/customs delays?
No. We are not responsible for delays caused by customs, shipping companies, or circumstances beyond our control. Nowayer assumes no responsibility once the product has been delivered to the shipping company.
Contact & Support
Q24: How do I contact customer service?
Helpful Tips for Smooth Returns
- Keep the original packaging and tags until you’re satisfied with your order.
- Inspect items immediately upon delivery; report issues within 24 hours.
- For custom garments, double‑check measurements before submitting your order.
