Subject to meeting the conditions set out in this Returns and Exchanges section, we offer a “no questions asked" free-returns policy which allows you to return delivered items to us for any reason up to 30 days after the delivery of your Order, free of charge.
In order to qualify for a refund, all items (including promotional gift items accompanying the Order) must be returned to us within 30 days of Order receipt with the following conditions:
Items can be returned by arranging collection from your delivery address in the UAE by following the steps below:
Refunds will only be processed after completing the Return Process and the item/s returned have been approved. After approval, we will issue a refund of the full face value of undamaged items duly returned (excluding, where applicable, the original delivery charges and cash-handling fees).
Any Amber points accrued on a returned purchase will be debited from your Amber account. Points will accrue on replacement items where applicable. Returned purchases which were paid for using Amber points will receive an online store credit for the Website equal to the Amber points redemption value instead of Amber points being recredited. 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.
If you receive an item that is damaged or not the product you ordered, please arrange for return of the item to us using the Returns Process above. The item must be returned in the same condition you received it in within 30 days of receipt to qualify for a full refund. Where applicable, the refund will include the original Order delivery charges, cash-handling fees, taxes and any duties. Replacements may be available depending on stock. If an item has a manufacturing defect, it may also benefit from a manufacturer’s defects warranty. If you believe your item is defective, please call us on our UAE toll-free number at 800-OUNASS .
Shoe returns will only be accepted if the items are in brand-new condition and without any damage to the items or their packaging. To avoid damage, shoes should only be tried on carpeted surfaces. Any items returned with scuffing, scratches, dents, any type of damage and visible signs of wear will not be accepted and will be returned to the customer with a rejected refund request.
Beauty and grooming items (including skincare, fragrance, make-up and haircare), underwear, face masks, earrings, candles and vintage pieces cannot be returned. In addition, all furniture orders are final and non-returnable.
Please take care to preserve the condition of any product packaging as, for example, damaged shoe boxes may prevent re-sale and may mean that we cannot give you a full refund. Our agents may ask to inspect returned items at the point of collection but that initial inspection does not constitute a guarantee of your eligibility for a full refund.
Gifted items and items in gift orders can only be returned with a refund given to the purchaser of the gift.
We are not currently able to offer Exchanges. Instead, all items should follow the returns process, and a new Order placed for the replacement items.
We pride ourselves on the highest quality, luxury product at Ounass. So, if your product is damaged or has a fault, we want to know about it. Please contact our customer care team from 10am-10pm on our UAE toll free number 800686277, email [email protected].
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.