Welcome to www.ounass.com, the definitive home of luxury. We strive to ensure our customers receive an effortless shopping experience and we hope that you enjoy all our website has to offer.
www.ounass.com (the "Website") is owned and operated by Al Tayer Insignia LLC trading as Ounass, for its own benefit and the benefit of its affiliates and subsidiaries (together “we" or “us") in the United Arab Emirates. Al Tayer Insignia LLC is a limited liability company incorporated under the laws of the United Arab Emirates, with commercial license number 583233 and its registered office at PO Box 2623, Dubai, United Arab Emirates.
We aim to make the Website and its associated services available to as many of you as possible. However, we do require that you are at least 18 years of age, able to lawfully: (i) make payment through one of our accepted tender types; (ii) agree to these Terms; and (ii) enter into binding Orders with us. In addition, only Orders with delivery addresses within the UAE can currently be processed via the UAE Website. Please refer to the Delivery section below. The Website is for your personal or gift use only and commercial usage is not permitted. We reserve the right to decline Orders where we suspect commercial usage.
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 basket are not reserved until your Order is paid for.
The Website (or our Website Call Centre) 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.
We hope you enjoy your free gift, complimentary with purchases made on Ounass. Please be aware that items purchased on the site, will be non returnable if the free gift has been opened or if the packaging has been tampered with.
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.
Delivery of Pre-Order items are subject to availability.
Pre-Order items can only be paid for by debit card, credit card, Apple Pay or with Payfort Instalments. Unfortunately no other payment methods will be accepted at this time.
Unfortunately other payment methods including Cash on Delivery, Paypal and Buy Now Pay Later (for example Spotii, PostPay, Tabby) are not available on Pre-Order Items.
Cancellation Policy: Your Pre-Order item can be cancelled at any time prior to delivery, or up to 30 days after receipt. All refunds wil be issued as Ounass Store Credit.
Refund Policy: 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 to your Ounass store credit account, and you can use this money for your future purchases on Ounass.
We currently accept the following tender types for Orders placed on our Website: Visa, Mastercard, American Express, PayPal, Apple Pay, Cash on Delivery and online credit. We also offer a payment in instalments option via third party providers (each a "Delayed Payment Provider") on orders above 1000 AED and subject to you meeting the Delayed Payment Provider's eligibility criteria and entering into a contract with the Delayed Payment Provider. Cash on Delivery is permitted for Orders of up to 50,000 AED. Amber Reward Programme points may also be earned and redeemed on Website purchases (excluding any delivery costs, or duties) subject to the Terms and Conditions of the Amber Programme available here. Payment will be taken at the time you place your Order. By entering payment details onto our Website, you warrant that you are duly authorized to pay using those details. We reserve the right to decline orders without liability to you where we believe payments are not authorized, the payment method is not valid or where we do not think you are authorized to use to utilize the relevant tender type.
Ounass provides all possible payment options for our customer's convenience. For payments made via Credit Card, Debit Card or Apple Pay, we may request additional personal documents, such as a passport copy or ID card with photo, in order to confirm your order. For payments made via a Delayed Payment Provider you may be asked to provide additional personal documents and be subject to credit checks. This is required to verify the identity of the buyer and protect the cardholder against any possibility of fraudulent payments. Ounass reserves the right to suspend or terminate the payment options available on your account and refuse any and all current or future use of the payment options available on the site (or any portion thereof) if it suspects there is fraudulent or suspicious activity. The Website is not liable or bound to inform or send specific communication to the user regarding the changes to your payment options on the website (or any portion thereof). It is the customer’s responsibility to get in touch with Ounass in order to get the payment options reactivated. Our website may contain links to websites owned and operated by third parties and which are there for your convenience. We have no control over, assume no responsibility for, and do not endorse or verify the content, privacy policies, or practices of any third party sites or services (including for the avoidance of doubt the Delayed Payment Provider). We make no warranties or representations about the accuracy, completeness or timeliness of any content posted on our website or our Apps by anyone other than us. We strongly advise you to read all third-party terms and conditions and privacy policies.
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 at the time of Secure 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. We also provide instalment options through Delayed Payment Providers. The type of delayed payments on offer plus the eligibility requirements may differ depending on the vendor. Use of a service offered by a Delayed Payment Provider is subject to the vendor's terms and conditions and we shall have no liability for the acts or omissions of the Delayed Payment Provider.These payment options will be made available to you at the time of Secure 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.
Please note that if you return or cancel an item where you have opted to break the purchase price into installments, then you must contact your bank to cancel the instalment plan or address any processing fees that may apply. If you have paid using a Delayed Payment Provider, your refund will be processed in accordance with the vendor's terms & conditions.
Orders completed through PayPal will be redirected to a PayPal page.
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). Please refer to our Delivery section for further details on delivery options.
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:
For details of our Price Match, please click here
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. Coupon code will be valid for 6 months only, exclusions apply. Sale items with further reductions do not qualify for Price Difference. To claim the discount, contact Customer Care at 800686277.
Promotional codes are valid only in accordance with their terms, until the date stated, can be used only once, are not redeemable for cash and cannot be used in conjunction with any other offer, sale or promotion. They are personal to you and cannot be transferred to third parties. Inner Circle discounts are currently not available for Orders placed through the Website.
Get 10% off your first app order when you log in or create an Ounass account. Offer valid on full-price items only, excluding fine jewellery and select brands. This offer cannot be used in conjunction with any other offer or promotion. Enter ‘APP10’ at checkout, one use per person.
Unless otherwise stated, fine jewellery and select brand exclusions apply to all promotional codes and offers. If the item is not eligible for the offer, the discount will not be reflected.
For any gift with purchase, regional exclusions and minimum spending requirements may apply. Gifts apply on orders from the brands listed in the offer banner only. Until stock lasts. For any returns, the gift should be sent back with the returned item in the same condition it was received in.
Gift tags and gift messages can be added to your Order free of charge by selecting this on our Order check out page.
Ounass delivers across the GCC, with the delivery methods outlined below. We’re constantly striving to improve your experience, and are working on introducing more delivery methods across our channels. Kindly continue checking back for any updated. Deliveries take place between 9:00am - 11:59pm. The following options are available for delivery to your requested address in the UAE.* Orders above 500 AED qualify for free shipping, with the exception of same-day delivery in the UAE:
* Orders placed outside of working hours (9am-8pm), after the cut-off time and/or during any UAE public holiday will be deemed placed on the first UAE working day following the Order's submission. Delivery timelines are estimates, see further details below. Order delivery may face delays during promotional activity, sale season and bank holidays — during this time, 2-hour delivery and next-day delivery may not be available. We reserve the right to impose a re-delivery charge where your Order is not accepted at the address supplied to us on the confirmed date of delivery. Please note that orders paid for by Cash on Delivery attract a 25 AED delivery fee.
Scheduled Time Slots
You can now schedule your delivery by picking a time slot most convenient for you at checkout. The first available time slot is 9am-11am and then every hour until 11pm. Orders must be placed by 8pm in order to receive them the same day. If you place your order after 8pm you will select a delivery time for the next day.
General Delivery Conditions: Although we are strongly committed to delivering in the timelines estimated in our Order confirmation or displayed on our Website or above, delivery timelines are estimates only. Time shall not be considered of the essence. Timelines start from Order confirmation. However, if we have not delivered your Order within 30 days of Order confirmation, we will provide you with a full refund. We are not responsible for failures to deliver for reasons outside our reasonable control, including where you are not available to take delivery of your Order or request postponement.
Orders are delivered daily excluding UAE public holidays. It is your duty to ensure appropriate access for deliveries, including in particular but without limitation on Fridays. Please note the courier will make up to four phone calls to book the delivery time slot with you. And up to three attempts to deliver before your Order will be cancelled.
Additional conditions for delivery of Furniture/Bulky Items: When your Order is ready for delivery, we will contact you to agree a delivery date. Once agreed, you will be responsible for accepting delivery and arranging appropriate means of access and installation on that date. It is your responsibility to ensure that our delivery team has access to the delivery address, and that sufficient space for the goods is available, hallways are measured and doors and lifts can grant full access.
Delivery on the first floor and above requires service elevator access arranged by you and it is your responsibility to notify us of any potential problems with access to the premises, building, service elevators, etc… and make any related delivery arrangements. Where delivery is complicated by such factors, additional charges may apply. If delivery is not accepted on the agreed delivery date, goods shall be kept in storage free of charge for a period of up to thirty (30) days. If you fail to agree a revised delivery date falling within thirty (30) days of the initial delivery date, we retain the right to cancel your Order, retain all monies paid and resell the goods with no further liability.
If on the delivery date our delivery team is unable to obtain access to the delivery address, a reasonable re-delivery charge may be applied. We will pre-inform you of this charge. In the absence of negligence, we will not be liable for loss or damage to the goods or your property, including where caused by: (i) us following your specific instructions; (ii) limited or no access to your nominated premises; and/or (iii) goods not fitting into your property. Any request to hang, erect or build items shall be at our discretion and we will not be responsible for any damage to your home in connection with such hanging, erection or building, nor for the integrity of such hanging, erection or building. Additional charges for such services may apply.
As the health and wellbeing of our customers and staff is our top priority we are implementing the innovative new service of Contactless Delivery, available only within the UAE. Contactless Delivery can be chosen under the Select Packaging section within the checkout process, and will include Eco-Friendly Packaging only. You acknowledge that upon electing Contactless Delivery, we shall not be responsible for any loss or damage to your Order upon delivery. You acknowledge that upon selecting Contactless Delivery, you shall be deemed to be in receipt of your Order upon delivery of the Order to your delivery address without requiring you to sign a receipt of delivery or any other proof of delivery. We will contact you by phone prior to the delivery using your registered contact details. In the event that you are not available to receive delivery of your Order and the Order is left outside your door, we will not be responsible for any loss or damage to the Order upon its delivery. We shall confirm delivery of your Order via an SMS message.
The above table of delivery times does not apply to Pre-Orders. Your item will be shipped according to the expected release date, as indicated on the product page of the item.
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 from delivery of your Order, free of charge.
Refunds will only be processed after 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).
Your refund will be processed via the following methods:
Where you have returned an item that has benefitted from our Price Match guarantee, special conditions apply. Please click here for details.
Returns are only available within 30 days of receiving the order. All refunds for any Pre-Order item will be refunded as store credit only. Please get in touch with our Customer Service representatives if you have any questions or concerns.
If an item in your Order is received damaged by you or is not what you ordered, then please arrange for return of the item to us using the Returns Process. The item must be returned in the same condition you received it in within 30 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. Defective items may also benefit from a manufacturer’s defects warranty. Please call us on our UAE toll free number800-OUNASS if you believe your goods have a manufacturing defect.
Shoe returns will only be accepted if the shoes 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, or 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.
Items can be returned by arranging collection from your delivery address in the UAE by either:
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:
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.
We don’t accept returns for beauty products (including skincare, haircare, make-up, perfume), underwear, earrings. Unless the product has been damaged during shipping and retains its original packaging.
We regret but we cannot offer returns on the following categories of products: products not purchased via the Website/Website Call Centre, products sold on other Al Tayer Group websites, including www.ounass.com sales originated outside of the United Arab Emirates. Gift items can only be returned with a refund given to the purchaser of the gift. The above is without prejudice to any rights you may have to return defective products.
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.
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.
Where you have returned an item that has benefitted from our Price Match guarantee, special conditions apply. Please click here for details.
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.
In addition to our 30 day returns policy, certain product items may benefit from a manufacturer’s warranty. Please call us on our UAE toll free number800-OUNASS if you believe your product has a manufacturing defect.
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.
By placing an Order through our Website, you acknowledge and agree that full liability for the products rests with the manufacturer and that we carry no product liability for those items save as described in the Returns section in relation to returning the products and refunding the price paid (where applicable).
Title to the items in your Order will pass to you on the later of the day on which: (i) you pay us in full for those items; or (ii) the day you receive the items. Risk in the items in your Order passes to you on delivery to the address detailed in the Order.
Your use of the Website and its contents does not grant you any copyright, design, trademark or other intellectual property rights relating to the Content (as described in the Content section below), including our software, HTML or other code contained in the Website. All such Content including third party trademarks, designs, and related intellectual property rights mentioned or displayed on this Website is typically protected by national and international intellectual property laws and treaties. You are permitted to use the Content only as expressly authorized by us or the licensor of such Content. Any reproduction or redistribution of the Content is prohibited and may result in civil and criminal penalties. Without limiting the foregoing, linking, commercially exploiting, copying and use of the above listed materials on any other server, location or support for publication, reproduction or distribution is expressly prohibited. However, you are permitted to make one copy for the purposes of viewing Content for your own personal use.
In addition to the Intellectual Property rights mentioned above, "Content" is defined as any graphics, photographs, including all image rights, sounds, music, video, audio or text on this Website. We have made every effort to ensure that the information on the Website accurate and complete but we cannot promise that Content is error-free. We also do not promise that the functional aspects of the Website or Content will be error free or that this Website or the servers that make them available are free of viruses or other harmful components. We always recommend that you have up to date virus checking software installed.
By providing a review you agree to be solely responsible for the content of all information you contribute. You also grant us a right to use any content you provide for our own purposes including republication in any form or media. Comments may be moderated and may not be displayed immediately but we do not commit to checking all content and will not be liable for third party posts. If you have a complaint about any posts please contact us here. We reserve the right in our sole discretion not to publish or to remove any comment including those that we believe may be unlawful, defamatory, racist or libelous, incite hatred or violence, detrimental to people, institutions, religions or to people's privacy, which may cause harm to minors, is detrimental to the trade marks, patents and copyrighted content, contains personal data, improperly uses the medium for promoting and advertising businesses. This Website is available to the public and therefore information you consider confidential should not be posted to this Website.
Our Website may include hyperlinks to other websites or resources operated by third parties. We are not responsible for the content or accuracy of any pages that are not on our Website or their availability. We do not endorse and are not liable, directly or indirectly, for the privacy policies of such websites, including (without limitation) any advertising, products or other materials or services on or available from such websites or resources, nor for any damage, loss or offence caused by, or in connection with, the use of or reliance on any such content, goods or services available on such external websites or resources.
At the time of publication on our Website, all product descriptions are believed to be accurate. We also strive to represent the products on our Website as accurately as possible, however colours and resolution may vary depending on your monitor’s display. All measurements and weights are approximate.
In an effort to contribute to sustainability and eco-consciousness, the term “sustainability” is used to refer to any brand that contributes to a greener planet by adopting eco-friendly processes. The campaign acknowledges labels that are trying to make a difference in their own ways. For the Ounass guidelines that qualify labels to our Sustainable Steps initiative, please click here
Except as otherwise provided in these Website Terms or required by applicable law, we make no representation, covenant or warranty and offer no other conditions, express or implied, regarding any matter, including, without limitation, the merchantability, suitability, fitness for a particular use or purpose, or non-infringement of Website membership, any Content, or any products purchased through the Website.
Your use of the Website is at your sole risk and it is provided on an "as is" and "as available" basis. We reserve the right to restrict or terminate your access to the Website at any time. Save as required by law, we make no warranties that access to the Website will be uninterrupted or error-free; that the Website will be secure; that the Website or the server that makes the site available will be virus-free; or that information on the site will be correct, accurate, adequate, useful, timely, reliable or otherwise complete. If you download any content from the Website, you do so at your own discretion and risk. You will be solely responsible for any damage to your computer or loss of data that results from the download of any such content. No advice or information obtained by you from the Website shall create any warranty of any kind.
Save for death or personal injury arising out of our negligence or as required by law, under no circumstances shall we, our affiliates, employees, directors, officers, agents or suppliers be liable to you or to any other person for any indirect, special, incidental or consequential losses or damages of any nature arising out of or in connection with the use of or inability to use the Website, including, without limitation, damages for loss of profits, loss of goodwill or loss of data. Without prejudice to the foregoing, in no event will we be liable for any amounts in excess of the amount paid by you for the product(s) in respect of which the claim arose.
Nothing in this Agreement is intended to impact any rights you or we may have under applicable law. We are committed to respecting individual rights including but not limited to moral, cultural and religious rights as enshrined in applicable law.
You agree to defend, indemnify and hold us, our directors, agents, affiliates, licensors and suppliers harmless from and against any and all claims, damages, costs and expenses, including legal fees, arising from or related to your use of the Website and/or your breach of any representation, warranty, or other provision of the Website Terms, including the use by third parties accessing the Website using your account caused by your action or inaction.
You acknowledge and agree that these Website Terms constitute the complete and exclusive agreement between us concerning your use of the Website and any purchase by you of any items through the Website, and supersede and govern all prior proposals, agreements, or other communications.
Nothing contained in these Website Terms shall be construed as creating any agency, partnership, or other form of joint enterprise between us.
We may assign our rights under this Agreement to any entity under the ultimate beneficial control of the Al Tayer family.
Any failure to exercise or any delay by either party in exercising its rights or remedies under these Website Terms shall not be construed as a waiver thereof. The rights and remedies provided by these Terms are cumulative and are not exclusive of any rights or remedies provided by law.
If any provision of these Website Terms is held to be illegal or unenforceable, the remaining Website Terms (or parts thereof) will not be affected and will remain in full force and effect.
These Website Terms are published in English and Arabic. If there is any inconsistency between the English text and the Arabic text, the English text will apply.
These Website Terms are governed by the federal laws of the United Arab Emirates and the laws of the Emirate of Dubai and all disputes arising here under are subject to the exclusive jurisdiction of the courts of Dubai, United Arab Emirates.