A quick summary of our key policies on orders, payment and offers — taken from our Terms & Conditions so everything is clear before you order.
Orders
Orders are prepared within 1–3 working days of confirmation. An order is only confirmed once we've confirmed it and payment or the agreed deposit is complete; you'll receive a confirmation with the order details, value and estimated time. Orders can be changed or cancelled before preparation begins; once production of a personalised item has started, changes and cancellations are not accepted.
Payment
All available payment methods are shown at checkout before you complete your order. All prices are final, in Qatari Riyals, with no added taxes; should a tax be introduced by future legislation, it applies only to later orders and is disclosed before payment. Delivery fees are shown clearly before checkout, and no undisclosed fees are ever added.
Personalised Products
You are responsible for the accuracy of the names, dates and text sent for printing or engraving; returns are not accepted for spelling errors in the details provided. When we share a preview or initial design, please review and approve it in writing before production begins. Colours may differ slightly between photos and the actual product due to screens and lighting, and handmade items may show small differences from piece to piece — that's their nature, not a defect.
Cancellation
Orders can be cancelled with a full refund before preparation or production begins; personalised items cannot be cancelled once production has started. Activity and workshop bookings: early cancellation before the date is refunded according to the booking terms; late cancellation or no-show without notice may not be refunded. If we have to cancel or postpone an activity, you choose between rescheduling or a full refund.
Quality
Every item is checked and carefully wrapped before shipping. If your item arrives damaged, please contact us within 24 hours with clear photos of the item and packaging so we can resolve it quickly and document it with the delivery company — this timeframe only speeds things up and never affects your legal right to a repair, exchange or refund when there is a fault.
Offers & Discounts
Offers run for a set period or until stock runs out, whichever comes first. Coupons and discounts cannot be combined on one order unless the offer terms say otherwise, and discounts do not apply retroactively to orders confirmed before the offer began. When an item bought under an offer is returned, the amount actually paid after the discount is refunded.
Customer Service
We reply within one to two days on WhatsApp +974 3006 0071 or by email thehadiea@gmail.com. You always have the right to file a complaint with the Consumer Protection Department at the Ministry of Commerce and Industry on hotline 16001.