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.