Return & Refund

    Orders

    When you place an Order with us, then subject to your rights to cancel or return the items, you commit to buy the items described in that Order, at the price indicated including any delivery fees, taxes and duties where applicable.

    Orders are subject to our acceptance, which we may withhold in our sole discretion including for reasons such as ineligibility, inability to confirm payment authorization, suspected fraud, shipping restrictions, and stock availability. Items in your Website cart are not reserved until your Order is paid for.

    The Website may contain or provide information regarding the availability of merchandise. This information can be used to estimate the likelihood that an item will be available immediately upon Order placement. Unfortunately, we cannot guarantee that an item stated to be available will actually be available right away, as inventory can change significantly throughout the day. In rare cases, a product may be available when you place an Order but sold out by the time we process the Order. Should this happen, we will notify you.

    Receipt of your Order will be acknowledged by email. However the Order is only confirmed when you receive a notification from us confirming dispatch of the relevant item(s). No party other than us has the authority to confirm acceptance of the Order.


    Payment

    We currently only accept payment at the store. Cash-on-delivery (COD) is applicable only for Merchandise items and the SmashBox. A policy of “No Cash, No Delivery” shall be applied for orders using COD as a payment method.

    Prices

    Prices on the Website are displayed in AED and exclude any services you may elect to pair the purchase with, delivery costs, taxes or duties to which the purchase may be subject. Any such additional costs will be displayed before your final check out.

    Where you purchase using a payment card denominated in a different currency to AED, the payment will be subject to the currency exchange rate applied by your card issuer at the time your payment is completed.

    The destination you ask us to deliver to, the items & services you select, and the method of delivery you choose will dictate what delivery charges, taxes and duties apply (if any). 

    Although we make every effort to ensure prices displayed on our Website and in our communications are correct, errors may occur. If an error occurs and your Order:

    1. has already been processed, then we may at our discretion:

      1. cancel the Order (or part thereof), arrange for collection of the mis-priced item(s) from your original Order delivery address in the UAE and issue you a full refund including original Order delivery fees, taxes and duties (if applicable);

      2. where the price you paid is lower than the actual price of the item, honour the price in your Order; or

      3. where the price you paid is higher than the actual price of the item, refund you the difference;

    2. has not yet been processed, then we will notify you as soon as possible and only process the Order (or part thereof) once you have confirmed you are happy to buy at the correct price or otherwise cancel the Order (or part thereof) and refund your payment in full.


    Returns and Exchanges

     

    Ordinary Returns

    Subject to meeting the conditions set out in this Returns and Exchanges section, we offer a free returns policy which allows you to return delivered items to us for any reason up to 14 days from delivery of your Order, free of charge.

    We will issue a refund of the full face value of undamaged items duly returned (excluding, where applicable, the original delivery charges, cash handling fees): (i) to your original tender type if you paid by payment card or (ii) by issuing you with an online credit for the Website for Orders paid for via our cash on delivery service. Please note that for systems reasons, in order to receive an online credit, guest check out customers will need to create a Website Account and register their details with us.

    Damaged Goods/Incorrectly fulfilled Orders

    If an item in your Order is received damaged by you or is not what you ordered, then please arrange for the return of the item to us using the Returns Process. The item must be returned in the same condition you received it within 14 days of receipt for a full refund including, where applicable, original order delivery charges, cash handling fees, taxes and any duties. Replacement may be available.

    Returns Process:

    Items can be returned by arranging collection from your delivery address in the UAE by either:

    1. contacting us; or

    2. logging into the My Account/Order History section of the Website.

    General conditions applicable to Returns

    In order to qualify for a refund, all items (including promotional gift items accompanying the Order) must be returned to us within 14 days of Order receipt:

    • Unaltered, unused and in full saleable condition (or the condition in which they were received from us or our agents);

    • In their original packaging/box/dust-cover and with all brand and product labels/tags/instructions still attached; and

    • Accompanied by the original Order confirmation.

    Please take care to preserve the condition of any product packaging as it may prevent re-sale and may mean that we cannot give you a full refund. Our team may ask to check returned items at the point of collection but that initial inspection does not constitute a guarantee of your eligibility for a full refund.

    We reserve the right to monitor returns and to refuse Orders from customers with excessive returns levels. However nothing in this Returns section is intended to affect any consumer rights that you may have under UAE law.


    Exchanges

    We are only able to offer Exchanges to Merchandise items. To do so, you may contact our team for assistance. We will then process your request as per our discretion.


    Cancellation

    You may contact us at any time prior to your Order being marked as “Processed" on our online Order tracking system to cancel or change it. If you do so, we will at your request either: (i) cancel it free of charge and issue you with a full refund or (ii) do our best to change it, subject to stock availability and any applicable price adjustment. If the Order has been processed, please await delivery and use the Returns process.