Refund policy
We want every customer to be satisfied with their order. If there is an issue with your purchase, please contact our customer support team as soon as possible after receiving your order.
Exchanges
We operate primarily on an exchange-first policy.
If you would like to change your item, you may choose from the following options:
1. Exchange for Another Product
You may purchase another item from our store and exchange the original item at the same time. The exchange of the original item will be arranged without an additional exchange fee, subject to eligibility.
2. Keep the Item
If you prefer to keep your original item, we may provide you with a 20% discount on your next order.
3. Exchange for the Same Item
If you wish to exchange the item for the same product, size, colour, or another available variation, an exchange and delivery charge equivalent to 20% of the original product value may apply.
Eligibility for Exchange
To qualify for an exchange:
-
The item must be unused, unworn and in its original condition.
-
All original packaging, accessories and included items must be returned.
-
The item must not show signs of wear, damage, alteration or misuse.
-
Proof of purchase or the original order details must be provided.
-
The exchange request must be submitted within the applicable exchange period after delivery.
Items returned in a condition different from how they were delivered may be refused.
Damaged, Defective or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us immediately with your:
-
Order number
-
Photos or videos clearly showing the issue
-
Brief explanation of the problem
Once verified, our team will arrange an appropriate replacement, exchange or other resolution.
Refunds
Refunds are not automatically provided for change-of-mind requests where an eligible exchange solution is available.
Where a refund is approved due to exceptional circumstances, a verified defect, an incorrect item, or where we are unable to provide a suitable replacement, the refund will be processed through the appropriate payment method.
For Cash on Delivery orders, our team may request bank or payment details in order to process an approved refund.
Any original delivery, return, processing or exchange charges may be deducted where applicable unless the issue resulted from an error on our side.
Non-Returnable Items
We may refuse returns or exchanges for:
-
Items that have been used or worn
-
Items damaged after delivery
-
Items with missing packaging, accessories or included components
-
Personalised or customised items
-
Items specifically marked as final sale or non-returnable
-
Items that cannot be resold for hygiene or safety reasons
Order Cancellations
If you wish to cancel an order, please contact us before it has been dispatched.
Once an order has been shipped or handed to the delivery team, cancellation may no longer be possible and the standard exchange/return conditions may apply.
Refused & Unaccepted Deliveries
Customers are responsible for ensuring that the delivery details and contact information provided are accurate.
Repeated refusal of confirmed Cash on Delivery orders, failure to respond to the courier, or intentionally providing incorrect delivery information may result in future orders being restricted.
Processing
Once a returned item has been received, it will be inspected before an exchange or refund is approved.
Processing times may vary depending on the payment provider, bank, delivery company and nature of the request.
Contact Us
For any exchange, return or refund request, please contact our customer support team and provide your order number and registered phone number so we can assist you as quickly as possible.
We reserve the right to update this policy where necessary. The version published on our website at the time of the request will apply, subject to applicable UAE consumer protection laws.