1- RETURNS & EXCHANGE
We offer a 15 day no questions asked return policy from the time the customer receives their order. Customer satisfaction is our highest priority. Refunds will be sent back to the original method of payment. Please note that we cannot accept returns on items on sale and items that have been substantially used.
- How do I start a return for an online purchase/order?
To initiate a return purchased online, please send an email to email@example.com
Shipping charges incurred for returning any items will be the responsibility of the customer.
All returns will need be sent to our warehouse.
- Can I exchange the items purchased online?
At this time, we are not able to process exchanges for online purchases unless the product has been delivered damaged.
- When can I expect my refund?
When returning an item back to our warehouse, please allow up to 15 days for our warehouse to receive and process your refund. You will receive an email notification letting you know your refund has been processed.
- Can Discounted items be returned?
No, all Last Call items or marked down merchandise is final sale and cannot be returned or refunded.
2- ORDERS & SHIPPING
- What if I was sent the wrong item or something is missing from my order?
Please contact firstname.lastname@example.org with your order number and our customer service team will remedy this for you and make sure you receive the correct items.
- What if an item arrived broken or damaged?
Please email email@example.com and include a photo of the item and a description of the damage.
Please keep our environment in mind, and respect that we only send out replacements if a product is damaged to the point that it is unusable.
- Can I cancel or change my order/shipping address?
An order cannot be cancelled after it has been placed and you have confirmation. We are not able to make any exceptions.
Additionally, we are not able to edit or modify orders in any way after they have been placed, including shipping address. If you made a mistake in your order, please email firstname.lastname@example.org when you receive it and we will work out a return or other solution.
- When will my order ship?
All in-stock orders will be processed within 24 hours of placement Monday- Friday. If you place an order after 1pm EST on a Friday, your order will fulfilled on that following Monday. Please keep in mind that this may change or be delayed during holidays and holiday weekends.
- What if an item I ordered is on back order?
If we cannot fulfil your order completely, we will email you to let you know that certain item(s) are on backorder. Your credit card will be refunded for the backordered item(s).
- Do you ship to PO Boxes?
No, we currently do not ship to PO Boxes at this time.
- How much does shipping cost?
All orders over 250 AED after discounts have been applied, ship for free. Orders under 250 will incur a shipping charge for courier transportation.
- Where do you ship? Do you ship Internationally?
We ship within the UAE at the moment.
- Where is my order?
Once a package has been shipped, you will receive an email notification with your tracking number. If you have not received the email (even in your “promotions” or “spam” folders), please email email@example.com and we can help troubleshoot.
- Where is your warehouse located?
Our warehouse is located in the UAE.
- What if something I ordered is back ordered or out of stock?
If we cannot fulfill your order completely, we will email you to let you know that certain item(s) are on backorder.
Your credit card will be refunded for the backordered item(s).
- I received a notification that my order was delivered, but I don't see it at my house.
First, check with a neighbour to see if they signed for you or check in various places on your doorway.
If the package is still nowhere to found after 24 hours of the attempted delivery time, please email us at firstname.lastname@example.org
- What forms of payment do you accept?
We accept debit cards, Visa, MasterCard, and Paypal. We do not accept international credit cards.
3- ORDERS & SHIPPING
- I’d like to try something specific. Can you send a sample to me?
We offer samples of our newest products based on their availability so you can enjoy a new experience.
- Are the products you carry cruelty free?
Yes! All the products we carry are cruelty free.