| Situation | Customer should: |
Hiba will: |
| Customer does not receive the order after five working days | Email editor@hibamagazine.com with the order number or Whatsapp the same to 03362806295 | Investigate and expedite |
| Customer receives items that are defective | Within 12 hours of receiving the order, snap a photo of the defective item, Whatsapp it to 0336-2806295 with the order number, and check that the message is seen / acknowledged | Investigate, then dispatch and replace the defective piece (ONLY if the complain is received and acknowledged within 12 hours of order receipt) |
| Customer receives incomplete order | Within 12 hours of receiving the order, snap a photo of the complete order as received, Whatsapp it to 0336-2806295 with the order number, and check that the message is seen / acknowledged | Investigate, then dispatch the missing items (ONLY if the complain is received and acknowledged within 12 hours of order receipt) |
| Customer does not like the order items as a personal preference | Email the feedback to editor@hibamagazine.com | Not exchange or refund |
| Customer ordered extra items by mistake | Email the feedback to editor@hibamagazine.com | Not exchange or refund |
| Customer ordered items without reading complete description and items are not as per expectation | Email the feedback to editor@hibamagazine.com | Not exchange or refund |
| Rider did not return the change | Email the details to editor@hibamagazine.com | Investigate the issue and refund the extra amount |
| Rider was rude & unprofessional | Email the details to editor@hibamagazine.com | Investigate with the courier company and take due action |
| Courier company marked the order as “Consignee refused” whereas the customer did not. | Keep the phone active so that hiba’s team member can be in touch and take timely action | Request the courier company to hold the parcel for 24 hours while it tries to get in touch with the customer. If the customer does not respond, the order will be returned and hiba will charge the customer advance payment for future orders. |
