CANCELLATION & RETURN POLICY
It is our intention to ensure our customers are satisfied with their purchases from us.
We fully understand that sometimes you might change your mind regarding your purchase. If you change your mind before receiving your order, just call our Customer Service Team at +971563982766 to cancel your order and we will use all reasonable endeavors to cancel it providing your order has not yet been processed. If your order has already been processed, such cancelation will be treated as a return. Please refer to our Return section below for further information. In all circumstances, you can always contact our Customer Service who will be happy to assist you.
You may return the product(s) to us either:
- (For all countries) by courier: You can request a return, free of charge, via our Customer Service will arrange for a free pick up via our partner courier service.
- Available only in United Arab Emirates : by visiting the Etoile “La boutique” store across the United Arab Emirates.
- 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 7 days of the date of receiving your order for orders placed within United Arab Emirates & within 14 days of the day of receiving your order for orders placed outside of United Arab Emirates. We will not accept any returns if the original packaging has been opened or tampered with.
We do not accept returns of socks, lingerie, earrings, jewellery, accessories, hairclips 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 taxes or 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 +971563982766 Should you receive an item that is not in perfect condition please contact us immediately.
Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.
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;
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 7 business days of the date of your order.