FREQUENTLY ASKED QUESTIONS
Welcome to our FAQ page, where we’ve gathered everything you need to know about shopping with us. From sizing and shipping to returns, we’ve got you covered.
How long will it take to receive my order?
We usually dispatch orders on the same day they’re placed, with UK delivery typically taking up to 48 hours after dispatch via Royal Mail. These timings are estimates, not guarantees.
Please allow extra time during busy holiday periods and around bank holidays, when dispatch and delivery may take longer.
How can I track my order?
Once your order has been shipped, you will receive an email with tracking information. You can also log into your account to check your order status anytime.
Can I change or cancel my order after it's been placed?
We strive to process orders quickly, but if you need to make a change or cancel, please use the contact us form . We’ll do our best to accommodate your request.
What is your return policy?
Want to arrange a return? Contact us with your order number within 30 days of receiving the last item in your order, and we’ll explain the next steps.
We aim to inspect returned items and issue any refund due within 3–5 business days of receiving them. We’ll email you once your refund has been issued to your original payment method. Your bank or payment provider may take additional time to show the funds.
Please see our full Returns & Exchanges policy for details.
How do I initiate a return or exchange?
To start a return or exchange, please use contact us form.
Do you offer free returns?
We currently do not offer free returns. Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.
Can I return sale items?
Items marked as “Final Sale” cannot be returned or exchanged. Please review product pages for details before completing your purchase.
How long does it take to process a refund?
Refunds are typically processed within 3-5 business days after we receive your return. It may take additional time for the funds to appear in your account depending on your bank or payment provider.
How do I know which size to order?
Need help choosing a bag or strap? Email sales@sumuud.com or use our contact form with the product name and the measurements you need. We’ll help you choose before you order.
Where are your products made?
Our products are manufactured in Jordan by Palestinian refugees exiled from the West Bank. More information is available on ‘Our Story ‘page.
Are your materials sustainable or ethically sourced?
We are committed to ethical and sustainable practices. Our packaging is recyclable / reusable materials.
What payment methods do you accept?
We accept all major credit cards, PayPal, Apple Pay, Google Pay, and other secure payment options listed at checkout.
Can I use multiple promo codes on one order?
Only one promo code can be applied per order unless otherwise stated in the promotion’s terms and conditions.