Cancellation & Return
It is our intention to ensure our customers are satisfied with their purchases from us. Learn more about our return and cancellation policy below.
We fully understand that sometimes you might change your mind regarding your purchase. If you change your mind before receiving your order, contact our Customer Service Team at +971563982766 or email us at email@example.com to cancel your order and we will cancel it providing your order has not yet been processed. If your order has already been processed, such cancellation will be treated as a return. Please refer to our Return section below for further information.
You may return the product(s) to us:
- For orders within UAE, you may request a return by contacting our Customer Service via email or WhatsApp. We will facilitate a complimentary pick-up service through our trusted courier partner and the full order amount will be refunded.
- For orders outside UAE, you may request a return by contacting our Customer Service via email or WhatsApp. Our trusted courier partner will then arrange for a pick-up of the item. Please note that the refund amount will only cover the price of the item purchased excluding the shipping fees.
- All products must be returned to us unused and with all Etoile security tags, if any, still attached and in the same condition as received, in their original box and packaging, along with the original invoice within 14 days of the date of receiving your order. We will not accept any returns if the tags are removed or tampered with.
We do not accept returns of socks, lingerie, earrings, jewellery, accessories, hair clips or scrunchies due to hygiene conditions.
Returns that are damaged or soiled may not be accepted and may be returned to you.
Once we have received and inspected the returned product(s) and approved the return by email to you, we will refund the price paid by you for the product(s), with the exception of applicable import duties and delivery and return charges.
If you receive a wrong product, or a product received by you is damaged or defective, or if you simply wish to return your product for any reason, please contact the customer service to schedule your return. in order to start the return process. Our Customer Service will contact you to assist you with your return request within three (3) business days.
For all defective items outside of our Return Policy, please contact our Customer Service Team at firstname.lastname@example.org or +971563982766 should you receive an item that is not in perfect condition please contact us immediately.
If you paid:
- By credit/debit card, we will process the refund by crediting the same credit/debit card used when the order was placed. Please note that refunds can take up to fourteen (14) business days to show on your account due to varying processing times between payment providers;
Once we receive your return request via the customer service email or contact number we will email you a return airway bill that you would need to print and attach to the return order and we will organize for the courier company to pick up the return order from the address you shared during the time of placing your order.
If you received an item as a gift and wish to return it, please contact our Customer Service who will be happy to assist you in your request. All products must be unused and with all Etoile tags still attached and in the same condition as received, in their original box and packaging, with the original invoice within 14 business days of the date of your order.