First off, we would like to extend our sincere apologies for the recent lapse in communication. We also want to acknowledge that, while we remain in regular contact with Hirbawi, updates regarding restocks have been limited. This, coupled with personal matters, reduced staffing, and illness, has affected our ability to maintain the level of communication we strive for. 

Shopify currently restricts us from sending emails to customers who have not explicitly subscribed to our newsletter. This is a common issue faced by many Shopify stores. While we strictly adhere to these restrictions to ensure compliance with GDPR regulations, there is confusion regarding the types of emails that can be sent. Shopify’s system prevents us from sending crucial order-related updates—such as shipping notifications, order confirmations, and billing issues—to customers who haven’t opted into our newsletter, even though these types of communications are directly related to your purchase and are typically exempt from GDPR limitations.

We recognize how important it is for you to stay updated on the status of your order, and we are actively working on a solution to ensure that all customers receive necessary order-related communications, regardless of their newsletter subscription status. This workaround will allow us to meet GDPR requirements while ensuring that you receive vital updates about your purchase.

To further improve our communication and service, we have also expanded our team and hired new staff dedicated to managing customer communications. We are confident that with new hires and increased capacity, we can once again actively address support requests and inquiries, which many of you may have already noticed improvements over the past few weeks, leading to more timely and effective communication with our Abú Wear Community.

Pausing Pre-orders

At this time, we have made the strategic decision to temporarily pause pre-orders in order to address a series of operational challenges and to improve the overall experience for our customers. Pre-orders have  allowed Hirbawi and Abú Wear to manage demand and provide essential financial support to the factory in Palestine, which depends on the certainty of having committed buyers for their products. However, in recent months, the factory have encountered significant logistical difficulties. These challenges include supply chain issues, causing extended production delays, primarily caused by geopolitical factors in Palestine. These unforeseen delays have made it difficult for us to provide accurate delivery estimates, and we recognize the frustration this causes for our customers. By pausing pre-orders, we aim to regain control of our supply chain and ensure we can offer a better, more predictable service when pre-orders resume.

Additionally, it is important to understand that Abú Wear, as an authorized distributor, receives a portion of the output from the Hirbawi factory on a rotational basis, along with other global distributors. This means we are not always able to restock as quickly as the factory itself, which has the advantage of being the manufacturer. Our allocation of kufiyas depends on when it is our turn in this rotation, which can add to delays when there are production or shipping disruptions. By pausing pre-orders, we are ensuring that we can clear the current backlog and manage the stock we receive from Hirbawi more effectively, so we can fulfill outstanding orders before reopening orders/pre-orders in the future.

This temporary pause also allows us to focus on improving other key areas, such as inventory management, customer communication, and overall logistics, so that when orders/pre-orders resume, we are better equipped to provide timely delivery and enhanced service. We understand the trust that our customers place in us, and we are committed to delivering the quality and reliability you deserve. We sincerely appreciate your patience and support as we work through these challenges and take the necessary steps to ensure a smoother and more transparent pre-order experience in the future.

Please rest assured that once the kufiya allocated to your pre-order arrives in Belfast, we will dispatch it promptly, providing fully tracked shipping for your convenience. We have been an authorized distributor for over three years and remain committed to delivering these important cultural items as swiftly as possible.

New 24/7 Chat System for Faster Support

We are excited to announce the implementation of our new 24/7 chat system, designed to provide quicker, more efficient support for our customers. This system is now available around the clock to help address many of our most frequently asked questions (FAQs). Whether you have questions about shipping times, product availability, etc. the chat system is equipped to assist you immediately, without the need to wait for email responses.

This new service is part of our ongoing commitment to improve communication and make it easier for you to get the information you need. Our chat system is available directly on our website and offers instant, accurate responses to a wide range of queries. It’s designed to help you quickly resolve any concerns, access essential updates, and stay informed throughout your shopping experience.

We believe this new system will greatly improve response times, reduce delays in communication, and provide a more seamless experience for our customers. As always, our customer service team is also available to handle more complex inquiries, but we encourage you to take advantage of the new chat feature for fast and easy access to the most common questions and updates.

There are some outstanding issues with this that are solely on the shopify side, as they limit the timeframe that we can allow the chat to lookup order statuses, but we have an request with them to allow us to expand this timeframe, which will allow you to check in on your order status. Currently, it only allows orders from the last 60 days on a rolling basis, which isn't ideal, but hopefully shopify revert soon. We need to reiterate though, that although this will give a level of certainty to those who are concerned the orders were not captured correctly, this functionality, if shopify approves, will still not provide an ETA. As mentioned many times before, as much s we would like to, in terms of the Hirbawi Kufiya, we can't give individual order updates.

Addressing Misleading Negative and Abusive Reviews Impacting Abú Wear’s Reputation

In recent months, we have faced a wave of negative reviews, many of which are not only deeply misleading but, in some cases, abusive. While we’ve been transparent from the outset about the challenges and complexities involved in delivering authentic Palestinian kufiyas, there has been a misunderstanding around the logistics of our operations and the broader situation in Palestine. We want to address these attacks on Abú Wear’s reputation directly, as they misrepresent the reality of what we—and our partners at the Hirbawi factory—are facing.

Despite claims from some reviewers that they fully understand the logistical and geopolitical challenges in Palestine, it’s clear that many of these assumptions are incorrect. We’ve consistently communicated the impact of production delays, customs issues, and the broader challenges related to the occupation of Palestine, all of which can lead to unpredictable delays. Unfortunately, these nuances are often overlooked or misunderstood, leading to unrealistic expectations that we are unable to meet under the circumstances.

Some reviews have gone beyond expressing frustration, escalating to personal attacks and abusive language, which we cannot condone. While we understand the disappointment that delayed orders can cause, especially when you’re eager to support Palestinian artisans, it’s disheartening to see this frustration manifest in accusations that are completely untrue. These reviews not only damage Abú Wear’s reputation but also harm the very cause they claim to support—sustaining the Hirbawi factory and advocating for the resilience of Palestinian craftsmanship. By spreading misinformation and engaging in abusive commentary, these individuals are inadvertently undermining the hard work we’ve dedicated to this mission.

We have always been upfront about the complexities we navigate to deliver authentic kufiyas from Palestine. We are not the manufacturer, we are an authorized distributor, however we will work tirelessly to manage these challenges and fulfill every order as soon as possible.

We are deeply committed to supporting the Hirbawi factory, preserving cultural heritage, and standing in solidarity with Palestine. Attacks on our reputation, based on misunderstandings or false assumptions, not only harm our business but also hinder the important work we’re doing to support the Palestinian cause. We ask our community to approach these issues with patience, understanding, and a commitment to the broader mission of supporting artisans working under immense pressure.

We take every piece of feedback seriously, and we’re continuously working to improve our operations and communication. However, we must also stand firm against misleading and abusive reviews that fail to grasp the realities we’ve been clear about from the beginning. Abú Wear remains committed to transparency, resilience, and providing a platform for Palestinian craftsmanship to thrive, even in the face of these challenges.

To those who stood and continue to stand by us

We want to take a moment to celebrate and deeply thank those who have stood by us with unwavering support. To everyone who has sent us kind emails, DMs, or taken the time to express love and compassion in person, we are profoundly grateful. Your understanding of our mission, your patience, and your solidarity mean the world to us. You have recognized that Abú Wear is doing its absolute best in a situation far from ordinary. Your faith in us and your encouragement keeps us going, and we want you to know that we have listened to every word from our community.

We have been in constant communication with Hirbawi, but the harsh reality remains that the root of these delays is the Israeli occupation of Palestine. The restrictions, checkpoints, and escalating violence create enormous challenges for the Hirbawi factory and every part of the supply chain. This occupation, which disrupts lives and livelihoods daily, is the real cause behind the delays and difficulties. In normal circumstances, we would be able to deliver your orders within a reasonable timeframe, but the ongoing oppression in Palestine has made this increasingly challenging.

Your support reminds us that our mission is about more than just delivering a product—it's about standing in solidarity with Palestine and bringing attention to the struggles faced by those on the ground. Thank you for not losing sight of the bigger picture, for understanding that we are navigating forces beyond our reasonable control, and for standing with us as we continue to fight for justice through our work. Your compassion, patience, and love empower us to keep pushing forward.

Thank you for your understanding, patience, and continued support. If you have any further questions or concerns, please don't hesitate to reach out, and we will be happy to assist.

In Solidarity,

Abú Wear