If you receive the wrong item, please arrange for the return of the item through the Order Details page, selecting "incorrect items received" as the return reason. Please note, the item must be returned in the same condition it was received in within 30 days of receipt for a full refund including, where applicable, original Order delivery charges, cash handling fees, taxes and any duties.
For any missing items in your order, please visit the Contact Us section and send us an e-mail with your order number and the missing item's name and number. Our team will look into your request and back to you in 2-3 business days.
If you receive a damaged item, please arrange for the return of the item through the Order Details page, selecting "Parcel damaged on arrival" as the return reason. Please note that depending on stock, a replacement may not be available, and that defective items may also benefit from a manufacturer's defects warranty.
You can add a gift note to any order through your cart on the My Bag page, by pressing on the Add Your Gift Note section. If you would like to add a note after you made your order, simply give us a call — please note, the request needs to be completed before your item is shipped.
Cancellation requests are final. To receive the items, simply make a new order.
For orders made in the UAE, invoices are not included with the order. For orders outside the UAE, the invoice is a mandatory part of the order due to customs and shipping, and cannot be removed.
The search bar allows you to search by brand, keyword, Product ID or description. The bar can be found on the top-left corner of the website, or at the top of the homepage on the app.
Any item that is sold out will mention Out of Stock on the product page. In rare cases, a product in your cart may become out of stock as you're in the check-out process and a notification will pop-up during the process. For out-of-stock items, keep them saved in your wishlist in case they come back in stock.
Currently, gift cards aren't available. However, we are working to add this feature so stay tuned! For more on gifting and rewards, please see the Amber Card section.
Ounass is exclusive to the UAE, KSA, Bahrain, Kuwait, Oman and Qatar. We currently do not ship to anywhere else in the world.
Simply browse the site, click on the desired item then click on the Add to Bag button. The item will then be in your cart, which you can visit by clicking on the bag icon on the top-right corner on desktop or at the bottom of the app. Continue shopping and once you're ready to place your order, revisit your cart and press on Secure Checkout. Follow the simple prompts to complete the checkout process.
After placing your order, you will receive an e-mail to inform you that your order has been received. However, this does not mean that your order has been confirmed. If paying by payment card or PayPal, your order will only be accepted once your card details or PayPal payment have been approved, the delivery address has been verified and the items are located and shipped. From here, you will then receive a second e-mail from us confirming your order. In the event of a problem, however, you will quickly be informed and your payment will not be processed. For all Cash on Delivery orders, a courtesy call will be made to confirm your address and telephone number. Your items will then be dispatched.
Currently, this service is not available. To change or add an item, the order has to be cancelled or another order has to be made. However, we're working on developing this option, so stay tuned.
Yes, however, this option is only available in the UAE and for Cash on Delivery payments Simply call us with the details of the items you wish to order at our number. Our Customer Care team is available every day from 10am - 10pm, and can also be reached via e-mail at firstname.lastname@example.org or WhatsApp at +971529291013.
No, we do not charge any duties or customs tax.
No, we can currently only ship to one address per order.
Although items do come back in stock, product availability depends on the brand's stock so we cannot identify when an item will be back on the website. To keep track, simply add the item to your wishlist and subscribe to our newsletters to stay updated. You can also check the New In section every Monday for all new additions. Items that are restocked will feature the Back in Stock tag.
This depends on the item and the brand, the packaging is specified on the product's page under the description.
We are sorry to hear that, please wait 10 minutes as it may be a delay from our system. If you still haven't received your confirmation with your invoice, please contact our Customer Care team through the Contact Us page.
Get early access to coveted collections ahead of the official launch. Pre-ordering ensures that you will secure the item before it sells out. Once your order is placed, we will deliver it to you as soon as it’s available.
All Pre-Order items must be paid for in full at the time of placing the order.
You can pay for your Pre-Order item by debit card, credit card, Apple Pay or opt to pay in monthly installments with Payfort. Unfortunately no other payment methods will be accepted at this time.
Your item will be shipped according to the expected release date, as indicated on the product page of the item.
Yes, Pre-Order is available in all regions we currently ship to (UAE, Saudi Arabia Bharain, Kuwait, Oman and Qatar).
You can check the status of your Pre-Order item and track it's shipment on the My Orders page.
You will be sent an email, Push Notification and SMS informing you once the item has been dispatched from our warehouse.
You can cancel your Pre-Order item at any time. Simply visit the My Orders section on the app. Please note that in the case of Pre-Order items the only mode of refund is store credit, the refund order value will be credited to your Ounass store credit account and will not be transferred to your issuing bank for Debit/Credit card/Apple Pay accounts.
You will not see a refund on your bank statement as we will be crediting the money on your Ounass store credit account, and you can use this money for your future purchases on Ounass.
You can cancel your Pre-Order item within 30 days of receiving it. Simply visit the My Orders section on the app. Please note that in the case of Pre-Order items the only mode of refund is store credit, the refund order value will be credited to your Ounass store credit account and will not be transferred to your issuing bank for Debit/Credit card/Apple Pay accounts.
You will not see a refund on your bank statement as we will be crediting the money on your Ounass store credit account, and you can use this money for your future purchases on Ounass.
To use your store credit balance you can follow these steps: log into your account, add your desited items to cart and visit your shopping bag. There, select the option to use your store credit balance then proceed to the checkout. Your amount will automatically be deducated from the total cost of your order. For more help, feel free to call our Customer Care team.
We currently accept payments through Visa, Mastercard, American Express, PayPal, mada, KNET, Apple Pay, Cash on Delivery, Buy Now Pay Later options in select regions (Tabby and Tamara) and store credit. Cash on Delivery is only permitted for orders of up to 50,000 AED in the UAE, 50,000 SAR in KSA and 1,000 BHD in Bahrain. Cash on Delivery is currently not available in Qatar, Oman and Kuwait.
This may happen for a few reasons, like the CVV number not matching your card, the card number is wrong, or that your card has insufficient funds. In these cases, you will see an instant message on your order review screen. If the error presists, please contact your bank to see if there's an issue with your card.
Promotional codes are valid only in accordance with their terms, until the date stated, are not redeemable for cash and cannot be used in conjunction with any other offer, sale or promotion. Some codes are also only available for a single use.
Unfortunately, you can only use one code at a time.
If an item you purchase goes on sale within 5 days of your purchase, your item qualifies for the discounted price. Please note, the item must be in the same size and colour that was purchased. The difference between the purchase price and the sale price will be provided through a coupon code with no exclusions or expiry. Sale items with further reductions do not qualify for Price Difference. To claim the discount, contact us through our Contact Us page.
If your bank offers instalment plans with Ounass, you have the option to convert your purchases into monthly instalments, subject to the Terms & Conditions of your bank. This option will be made available to you during checkout, where you can select the period of time over which you want to spread the payments for the purchase along with any fees or interest, if applicable.
No, bank instalment payments plans are currently only available on orders placed in the UAE and KSA.
No, bank instalment payments plan are only available on purchases made via credit cards.
Please see the Partner Banks list on the Instalments Guide page for more information.
After you complete your order with us, it will take 2 days to send your information to your bank. An additional 3-5 working days will be taken by your bank to convert the amount into instalments. A total of 5-7 days will be required for the purchase to show up on your credit card statement. If the bank instalment payments plan is converted by your bank, you will also receive an SMS confirmation from them.
We will cancel the order and refund the complete order amount to your bank. However, please contact your bank to cancel the bank instalment payments plan. In case of cancellation, the Processing Fee might not be refunded, therefore please confirm the refund policies with your bank.
Please communicate with your bank for more details about your bank instalment payments plan. To find out which purchases were made on instalment, please visit the Order Details page under My Account, where you will be able to see your selected instalment plans under Payment Information.
We now accept Apple Pay to facilitate payment on our app and devices that support Apple Pay. If you are using Apple Pay on a Mac device, you will only see this payment option available on Safari browsers whilst using iOS. You can pay with Apple Pay using a Visa, Mastercard or American Express. To pay using Apple Pay, add the items to your bag and when you are ready to place your order, select Apple Pay at checkout.
The currency will default to the currency of the region you are shopping from, which you can change at the top left hand side of the homepage. For mobile app, this can be changed from the menu.
No, we can currently only ship to one address per order.
For the UAE, if you have missed all 3 delivery attempts, please get in contact with us to rearrange your delivery.
To change your delivery time, please get in touch with the Customer Care team and they will fulfil your request.
If you have not received your free gift, it means the stock has finished. Please note that gifts are only available until stock lasts.
You can cancel your order when your order status is set as Ordered, before it's shipped. To cancel, simply visit the Order Details page through My Account, and select the Cancel button. If the payment has already been deducted from your account, you will be refunded in 7-10 working days.
If you order has already been processed and shipped, please wait for delivery then schedule a return by selected the Return Items button on the Order Delivery page.
Please get in touch with our Customer Care team and have your Order ID and the correct address ready. We will look into your request and get back to you within 4 working days.
Tracking your order is very easy, simply visit My Orders under More on the app or My Account on desktop. You will see the status of your order as Ordered, Shipped or Delivered. You can also visit Track My Order, available on the app menu and the footer of the website.
Orders made within KSA, Oman, Bahrain, Qatar and Kuwait may take 2-6 days to be delivered. To check the status, pelase visit Track My Order or My Orders. If we were unable to reach you at the scheduled deliver time, our team will have 2 more attempts — if you miss all deivery attemps, the package will be returned to our warehouse and your order will be cancelled. You will then receive your refund within 7-10 business days.
Simply contact our Customer Care team to change your address or reschedule your delivery. However, if your order has been shipped or if you placed your order via PayPal, you will not be able to change your address. Please note, any address changes need to be within the original country of delivery.
Free delivery for orders above 500 AED.
Dubai: For orders below 500 AED, a fee of 25 AED applies for next-day and 2-3 day delivery, 35 AED for same-day delivery and 50 AED for 2-hour delivery.
Rest of UAE: For orders below 500 AED, a fee of 50 AED applies for next-day and 2-3 day delivery, and 100 AED for same-day delivery.
Please see the delivery timelines below for each country:
Store credit can only be added to your account if you have intiated a return for your Cash on Delivery order or any promotional activity from Ounass.
Returns are extremely easy and simply, just visit My Orders from More via app or My Account via desktop, then click on your specific order and press on the Return button then add the return reason. For orders outside the UAE, continue to selecting your pick-up date, time and place then submit your request. Please make sure you have your Air Way Bill printed, if you don't find it in your box, please contact our Customer Care team and we will send it to you within 48 hours.
The return air waybill (AWB) will be inside your delivery box. If you lost the paper or have not received it, please request it from Customer Care team and we will send it to you within 48 hours.
To check the refunded amount, please check your return request confirmation e-mail which will include the breakdown of your refund and the credit memo.
Editing a return request is not possible. However, you may simply do so at pick-up, by adding in all the items that you would like to return even if they have not been requested in your official return request. We will then process the refund once they have reached our warehouse and the quality check is performed.
As per our policy, the eligible items can be returned up to 30 days only.
Before creating a return request, please make sure that your order status is marked as Complete. If the status has not been updated yet, please send us an inquiry with your order number and we will get back to you confirming that you can proceed with your return. If you have already placed a Return Request for an order, you will not be able to place a second one for the same order before the process is complete.
Kinldy contact our Customer Care team and they will cancel your request.
Requesting an exchange is easy and simple, just visit My Orders from More via the app or My Account via desktop, then click on your specific order and press on the Exchange button, select the relevant item and new size and complete the process.
We will follow the below steps for a size exchange:
Return Request We will first collect the item(s) that did not fit well. Please note that some items may not be eligible for exchange. Quality Check Returned items will be checked for their condition in our warehouse, including the packaging. Exchange Order Processing If the item(s) pass the quality check, the exchange request will be processed. Exchange Validity Period Exchange is only available within 30 days from delivery of the order.
Currently, we only enable size exchange for an item. Kindly note that certain items may not be eligible for size exchange. This could be due to possible reasons such as:
Kindly note you can return these items.
Yes, you can cancel the Exchange request from the App and Website under My Order Details page. If the Exchange order is created, you can simply cancel the order under My Order Details page.
Please note that once the return is completed and during the exchange process, the exchange order is cancelled by the customer, or due to any technical reason, the customer will receive the refund in their account as store credit.
As per our policy, the eligible items can be exchanged for up to 30 days only.
Before creating an exchange request, please ensure your order status is marked as Complete. If the status has not been updated yet, please send us an inquiry with your order number and we will get back to you confirming that you can proceed with your exchange. If you have already placed an Exchange or a Return Request for an order, you will not be able to place a second one for the same order before the process is complete.
You can monitor your exchange through My Orders via More on the app or My Account on desktop.
The statuses indicate the following:
We offer a 30-day exchange policy. Items must be unworn, unused, in the original packaging with the tags still attached and in a resellable condition. Please note that the following items cannot be exchanged: Beauty, grooming, underwear, earrings, candles, face masks and vintage pieces.
Once your Return Request is submitted and the order has been collected, the items return go through a quality check where our specialists evaluate the item within 2-3 days. You will then receive an e-mail confirming the approval or rejection of your request. If approved, you will receive your refund within 7-10 days. If rejected, the item will be sent back and you will not receive a refund. Please see below for the refund methods for each type of payment:
For any gift returns, please contact our Customer Care team and they will be able to assist you. Please note that when a return is made, the account from which the order was made will receive an automated notification for the return.
You can monitor your return through My Orders via More on app or My Account on desktop. The statuses indicate the following:
Cash on Delivery orders are refunded as store credit and can be use anywhere across the website, however, receiving back the cash is not available.
We offer a 30-day returns policy. Items must be unworn, unused, in the original packaging with the tags still attached and in a resellable condition. We do not currently offer exchanges however, we do offer full refunds on eligible returns. Please note that the following items cannot be returned: beauty, grooming, underwear, earrings, candles, face masks and vintage pieces.
We love to hear your thoughts and create an even more luxurious experience, you can share your feedback by using this form. You can also send us your feedback through the e-mail you will receive to evaluate your experience.
Returns are cost-free.
On your app, visit More on the bottom right corner then click on your name and visit My Addresses. On Desktop, visit My Account then click on My Address Book. Select the address with the number you'd like to update, click Edit then press on Save once the change has been made.
On your app, visit More on the bottom right corner then click on your name and visit My Addresses. On Desktop, visit My Account then click on My Address Book. Select the address you'd like to update, click Edit then press on Save once the change has been made.
Simply visit My Orders through More on your app or My Account on your desktop.
To unsubscribe, go to Settings on your app by clicking on More, or visiting Account on desktop and clicking on Communication Preferences. From there, you can edit your subscription preferences. If you used your Apple ID to subscribe, please make sure you're using the same e-mail when you're unsubscribing. To check which e-mail is associated with your account, just visit My Account.
You can contact our Customer Care team via phone on the details listed below or through e-mail at email@example.com or WhatsApp at +971529291013. The Customer Care toll-free numbers per country are:
For more on careers, please visit Al Tayer at https://www.altayer.com/ and visit Careers.
You do not need an account to shop at Ounass by checking out as a guest. However, having an account means exclusive member benefits including sales and VIP offers, new season previews and new additions updates, saving your wishlist items, saving your address and payment details for fast checkout, easy order tracking and updates and much more.
If you are a registered user and forget your password, click on Forgot Password at log-in and you will receive an e-mail with instructions on how to reset it. For any other technical difficulties, please contact our Customer Care team.
Personal Shopping Benefits is a program exclusively designed for our most dedicated customers. It offers a range of special benefits, including Personal Styling with dedicated fashion advisors, Shopping on Behalf, Try and Buy, and more.
The Personal Shopping Benefits are rewarded to our most avid shoppers. To qualify, you need to achieve and maintain a minimum annual spend. These are the spending thresholds for each country:
Eligible spending is calculated based on all completed orders (excluding returns and cancellations) over one year, starting from 31 days ago. Orders within the last 31 days are not counted until they are no longer returnable. For instance, if today is September 1st, the eligible spending will be calculated for orders placed between August 1st of the current year and July 31st of the previous year.
Membership in the Personal Shopping Benefits lasts for 12 months from the joining date.
Once you've joined, you can enjoy the program for 12 months. To renew for another year, your Confirmed amount needs to meet the minimum spending thresholds for your country.
The Confirmed amount represents the amount you've spent on completed orders since joining the Personal Shopping Benefits, excluding returns and cancellations. This amount determines your renewal for another year.
The Pending amount is what you've spent on orders still within the returnable period. It becomes Confirmed after 31 days from order placement, provided there are no returns. Orders placed within 31 days before joining are counted as Pending and will become Confirmed after the returnable period ends. All orders placed in the last month of the membership will be counted as Pending and will become Confirmed for the next year if renewed.
Ounass operates in several countries in the GCC. Your Ounass account is linked to your "home country", where the account was created. When you join the Personal Shopping Benefits, your home country's conditions, including currency and eligibility thresholds, apply. Purchases made in different countries are converted to your home country's currency, which might result in a slight difference in the amount paid and calculated as pending or confirmed.
These amounts are calculated for every purchase made with your Ounass account, excluding returns and cancellations. Make sure to use the same Ounass account linked to the Program.
You can easily monitor your spending and eligibility status by logging into your Ounass account. In the "Personal Shopping Benefits" section, you'll find a dashboard displaying your pending and confirmed spending amounts. This real-time tracking allows you to stay informed about your progress within the program.
If your Confirmed amount doesn't meet the minimum threshold, access to the program's benefits will be revoked. However, you can rejoin the program once your eligibility spending reaches the minimum threshold.
As a member, you enjoy exclusive benefits, such as Personal Styling with dedicated fashion advisors, Shopping on Behalf, Try and Buy, personal Lookbooks, and Special offers. You'll be notified when new benefits are added.
The program is currently available only to existing Personal Shopping customers, but soon, every customer with an Ounass account who meets the eligibility criteria will be able to request to join.
Currently, the program is available only for customers using the Ounass iOS app. More devices will be supported in the future.
The program is available to customers in all countries where Ounass operates.
Currently, the program is available only for existing Personal Shopping customers by invitation. Soon, all eligible customers with an Ounass account will be notified and provided with instructions on how to request to join.
No, the benefits offered are completely free of charge.
You can find your dedicated personal shopper's contact details on the Personal Shopping Benefits dedicated page.
You can track personal shopping orders from the "My Orders" section, just like any other order.
The return policy for personal shopping orders is the same as for any other order, which is 30 days.
No, the Personal Shopping Benefits are intended for personal use.
Your personal shopper is available to assist you as often as you need.
Yes, Personal Shopping Benefits members have access to special events and promotions, and your personal shopper will keep you informed.
While pausing the program is not an available option, you have the flexibility to terminate your participation at any time by reaching out to your dedicated personal shopper. They will assist you in the process, ensuring that your eligibility and confirmed spending are appropriately updated. Please keep in mind that, upon termination, you'll have the opportunity to rejoin the program when you wish, provided you meet the eligibility criteria.