PremiumDirect

Most of our orders require a 1-2 week processing time or longer as most orders are made to order, Regardless of quantities purchased.

Please note if your order is bespoke it will take longer to process your order, we advise speaking with us before placing your order.

However non-custom orders can take a similar time to dispatch. To check an estimated time on when you can expect to receive an item expand the ‘Delivery and return policies’ tab on a listing page. If you are unsure or require your order to be dispatched sooner, please message us, you are expected to agree this with us prior to placing your order.

We use 3rd party courier services to dispatch your orders, we are not responsible for delays caused by courier companies as they are ‘estimated’ delivery times. We recommend allowing additional few days for your deliveries. Please consider this when placing your orders.

Please message us if you notice your order appears to be stuck or hasn’t updated since last 48 hours. We can help get in touch with the courier, but please note we need to wait 48 hours before we get a response back from couriers.

Currently 100% of our orders have been delivered within the timescale, please use the ‘deliveries and return policies’ section to get an estimate on when your order is likely to be delivered.

All international orders require customs documentation which we send with every international order.

Customs may take longer to process the documentation and release the parcel. We are never informed of an estimated time for this but it is usually within 24 hours. Please note we are not responsible for any delays in customs.

Customs may decide to request additional information or to verify the information on the documentation - this is at random selection, these checks are mandatory for security reasons and whilst we provide all information upfront we are not responsible for any delays. We recommend placing your orders earlier to avoid disappointment.

For wedding favours we recommend planning this in advance so you aim for a delivery 3 weeks prior to your event.

For international orders any delays in customs and or with the local courier delivery it allows sufficient time for the order to reach. A seller cannot GUARANTEE a delivery date - all delivery dates are ESTIMATED. If you want a guaranteed delivery date an additional delivery charge is applicable. It is your responsibility to place orders in good time a seller will not refund orders which have arrived later than expected.

We can also send replacements in good time should your parcel arrive damaged. We require photo proofs of the damage before we can process any damage claims.

If your order arrives damaged, we require image proofs of the damage, we inform courier services that the item contains glass so we expect them to transition / deliver the parcel with care. Providing image proofs allows us to raise a claim. If you fail to provide image proof we cannot send replacements. You must do this within 2 working days, or we do not cover damage claims.

If your order is not what you expected, you are required to return those items, informing us of the reason. At point of when we receive the items, we will issue a refund. We provide replacements for personalised items, but we do expect you to return original items.

You are responsible for return postage.

Over 95% of our products are handmade/ made to order hence they require notice. We sell via several different channels and we believe our processing time is a correct representation of timescales based on our order volumes.

If you require your order urgently we recommend speaking to someone before placing your order. We will update you within 1 hour of your message. Please note we are based in the uk so we will respond to messages within 1 hour if your message is sent between 9-10pm UK time.

We are more than happy to help with any custom requests you may have, please drop us a message and we will update you within 1 hour. Please note we are based in the uk so we will respond to messages within 1 hour if your message is sent between 9-10pm UK time. Response time may be 2-3 hours during busy times.

You can contact us via the Etsy messages and we will respond to you within 1 hour. Please note we are based in the uk so we will respond to messages within 1 hour if your message is sent between 9-10pm UK time. During busy times response times may be 2-3 hours.

If you are looking to purchase Islamic lecture but not able to afford the books, or would like the translation in your language, please email us on: sales@premiumdirectsupplies.co.uk and someone can help to provide majority of the Islamic books in pdf format for you to use for personal use only. This includes Hadith lecture. Please advise us about the topic you are looking for and someone will be in touch within 4-5 working days. This is a free service.

We also offer free English Qurans to non-Muslims or new Muslims who would like a copy.