Frequently Asked Questions

Choose the product and any available option, select your quantity and add it to your bag. When you are ready, open your bag and continue to the secure checkout. You will be asked for your contact, delivery and payment details before reviewing and completing your order.

The payment methods currently available are displayed securely at checkout. Payment is processed through Shopify and its authorised payment providers. Sakinah does not normally receive or store your full card details.

A confirmation email is sent after your order has been completed successfully. Please check your spam or junk folder if it does not appear in your inbox. If you still cannot find it, contact us with the name and email address used at checkout.

Please contact us as soon as possible. We will always try to help, but we cannot guarantee a change or cancellation once preparation or dispatch has begun. Your statutory cancellation rights remain unaffected.

A payment may be declined because of incorrect details, insufficient funds, a security check or a restriction applied by the card provider. Please check the information carefully or contact your bank. If the difficulty continues, contact us and we will help where we can.

Our collection includes handmade, artisan made and carefully sourced pieces. The product description explains what is known about the making and origin of each item. Handmade pieces may carry gentle variations, which are part of their individual character rather than faults.

We aim to represent every item as accurately as possible. Colours can appear slightly different because of lighting, screen settings and the natural variation found in materials, stones, fabrics and handmade finishes.

Available sizes and measurements are shown on the product page. Please read them before ordering, particularly for clothing, jewellery and decorative pieces. Contact us before purchase if you need help with a measurement.

Keep jewellery away from water, perfume, creams, cleaning products and excessive heat. Wipe it gently with a clean, soft cloth after use and store each piece separately in a dry place. Natural stones can vary in tone, pattern and texture, and should be handled carefully.

Place the burner on a stable, heat resistant surface in a well ventilated area. Keep it away from children, pets, fabrics and flammable items. Never leave burning charcoal, bakhoor, incense or a candle unattended. Allow the burner to cool fully before touching, cleaning or moving it.

Some pieces may return, while limited, seasonal or handmade items may not be available again. Please check the website or stay close through our newsletter and social pages for restock announcements.

We currently deliver throughout the United Kingdom. We hope to make Sakinah available to more destinations in the future.

Standard UK delivery costs £3.99 for orders below £50. Standard UK delivery is complimentary for orders of £50 or more. The delivery options and final charges available for your order are shown at checkout.

Orders are normally prepared within one to two working days, Monday to Friday, excluding UK bank holidays. Preparation may take slightly longer during Ramadan, Eid, product launches and other busy periods.

Standard delivery is estimated to arrive within two to four working days after dispatch. Express delivery is estimated to arrive within one to two working days after dispatch. These times are estimates and can occasionally be affected by couriers, weather, seasonal demand and remote postcodes.

You will receive a dispatch confirmation email when your parcel leaves us. Tracking information will be included where it is available for the selected service.

Please contact us as soon as possible with your order number. If the parcel has arrived damaged, keep the packaging and include clear photographs of the parcel and item so we can investigate promptly.

Read our complete Delivery Information.

If you purchase goods online, you normally have fourteen days after receiving them to tell us that you wish to cancel. After notifying us, you normally have a further fourteen days to return the goods. Items should be unused, in a resaleable condition and returned with their original packaging, labels and accessories where reasonably possible.

For hygiene and safety reasons, opened bakhoor, opened fragrance products, opened perfume oils, earrings, personal care products, personalised items, bespoke items and gift cards cannot normally be returned unless they are faulty or not as described. This does not affect your statutory rights.

You are responsible for return postage unless the item is faulty, damaged, incorrect or not as described. We recommend a tracked postal service because we cannot accept responsibility for a return parcel that is lost in transit.

Please contact us promptly with your order number and clear photographs where possible. We will review the issue and arrange an appropriate repair, replacement or refund in accordance with your rights under UK consumer law.

Once the returned item has been received and inspected, an eligible refund will be processed within fourteen days using the original payment method. Your bank or payment provider may require additional time to show the funds in your account.

Read our complete Returns and Refunds policy.

Yes. Sakinah is built around meaningful gifting, with pieces selected for occasions such as Ramadan, Eid, weddings, a new home, a new baby and personal moments of faith and remembrance. Each product page explains the item and any presentation included with it.

Every order is prepared with care and thoughtfully packaged. Presentation can vary according to the product, size and delivery requirements, but our aim is always for your purchase to feel considered and special from the moment it arrives.

The welcome offer is available to customers who have not purchased from Sakinah before. Use the code shown in the welcome popup at checkout. The offer applies only while active and may be subject to the terms shown with the promotion.

Discounts can be combined only where Shopify checkout permits them to work together. If two offers cannot be combined, checkout will apply the eligible option or ask you to choose one.

Availability and customer quantity limits are shown on the website. If you are planning an event or require a larger quantity, contact us before ordering. We will let you know whether additional stock or a suitable alternative may be available.