Frequently Asked Questions

MY ACCOUNT

  • Do I need to set up an account?
    • You do not need an account to shop at Ounass. However, you will be able to enjoy a whole host of additional benefits if you register with us, such as:

      • Tracking your orders and reviewing past purchases
      • Requesting a return directly from your account
      • Adding the products to your Wish List including sold out items
      • Previewing new collections and receiving emails on our latest news and New In items
      • Saving your address and card details for a faster shopping experience when you visit us next time
  • Will my personal information be confidential?
    • We take data protection very seriously here at Ounass. Information you provide to us via our Website is stored on secure servers. Any payment transactions carried out through our Website will be encrypted using Secure Socket Layer technology. Your card details and passwords are not available to any of our employees. However, please do note that it is your responsibility to keep any Website passwords or login codes issued to or chosen by you, confidential. We do share information with carefully selected third parties but we take care in doing so.For full details on how we handle data, please read our Privacy Policy.

  • How do I search for a specific item?
    • Using the search bar in the top right hand corner of the page, you will be able to search by brand, Product ID and description. If you are unable to locate the item you are looking for, please contact our customer care team from 10am-10pm on our UAE toll free number800686277 or email [email protected].

  • How will I know if an item is out of stock?
    • A 'Sold Out' banner will be displayed by an item if it is out of stock. 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.

  • Are Gift Cards available?
    • Currently we do not offer Gift Cards. However, we are developing this service so check in regularly for further updates online or with our customer care team. Please also see the section on Amber cards for further gifting and rewards options.

  • When does Ounass go into Sale?
    • Our seasonal sales take place twice a year. Register for email updates to be notified on sale dates and further reductions.

  • How do I contact Customer Service?
  • What should I do if I am having trouble logging in to my Ounass account?
    • If you are a registered user and forget your password, click on "forgot password" and you will receive an email with instructions on how to reset it. For any other technical difficulties, please contact our customer service team from 10am-10pm on our UAE toll free number800686277, [email protected].

  • How do I opt-In/out of Ounass communications?
    • Manage your communication preference by going to "my account" and then "newsletter subscription".

  • How can I update my account?
    • Once signed in, you can access your account details by clicking on your name in the top right hand side of the page. Once you have accessed your 'account', you can go to 'account information' to update your details.

MY ORDER

  • How do I make a purchase?
    • It couldn’t be easier to make a purchase with Ounass. Browse the site via the labeled categories i.e Clothing, Bags, Shoes etc. Click on your desired item, select the size and click ‘Add to Bag’. Your chosen item will appear in your shopping bag on the top right of the page.

      Continue shopping by clicking the Continue Shopping icon. When you are ready to place your order, revisit your Shopping Bag and select Proceed to Checkout. Follow the simple prompts to complete the checkout process. For further help or technical issues, please contact our customer care team from 10am-10pm on our UAE toll free number800686277 or email [email protected].

  • What payment methods does Ounass accept?
    • We accept Visa, MasterCard, online credit and PayPal. Cash on delivery payments on orders up to 50,000 AED are also available subject to payment of an 25 AED cash handling fee. However, we do not accept cheques.

  • How do I select a payment currency?
    • The currency will default to the currency of the region you are shopping in which you can change at the top left hand side of the homepage.

  • Where does Ounass ship to?
    • Ounass is exclusive to the UAE, KSA and Qatar. We do not currently ship to anywhere else in the world.

  • How will I know if Ounass has received my order?
    • After placing your order, you will receive an email 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/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 email 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.

  • I have not received my order?
    • Please contact our customer care team from 10am-10pm on our UAE toll free number800686277, [email protected]. All our orders are delivered either Same Day or Next Day, depending on the time of order, your delivery location and the items you have selected. Please see our Shipping Policy and Terms and Conditions for more information.

  • How do I change my delivery address or scheduled delivery date?
    • Our customer care team will be happy to assist with changing your preferred delivery date and address. Contact them from 10am-10pm on our UAE toll free number800686277 or email [email protected].

      If, however, you have received an email informing you that your order has been dispatched, we won’t be able to change your address. Please note that a change to an address outside of the original delivery country cannot be accepted,. Please see our Shipping Policy for more information.

  • Can I change or amend the items in my order once it has been placed?
    • Currently no however, we are developing this service so check in regularly for further updates online or with our customer care team.

  • Am I able to place an order via telephone?
    • Yes, this option is currently available for cash on delivery orders - Simply call us with the details of the items you wish to order. Customer care is available between from 10am-10pm on our UAE toll free number800686277 or email [email protected].

  • How can I track my order?
    • A tracking number will be provided by SMS. You will then be able to use the tracking number to track your order by contacting the customer care team from 10am-10pm on our UAE toll free number800686277 or email [email protected].

  • What is the returns policy?
    • We offer a 30 day returns policy. Items must be unworn or unused and must be in a fully re-saleable condition, in their original packaging with tags still attached. We do not currently offer exchanges however, we do offer full refunds on eligible returns and credit to use on the site. Certain items may not be returned, for instance, items that have been personalized for you, any toiletries, and refurbished items. You can read our full returns policy here.

  • How can I return a product?
    • For our full returns policy, click here. You can also contact our customer care team from 10am-10pm on our UAE toll free number800686277, email [email protected] or fill in an online form here.

  • How can I share my feedback about my experience?
    • We would love to hear your feedback to help improve our service. You can contact the customer care team from 10am-10pm on our UAE toll free number800686277, email [email protected] or fill in an online form here.

  • Does Ounass offer a repairs service?
    • We do not currently offer a repairs service. However, we are developing this service so check in regularly for further updates online or with our customer care team.

  • How long will it take to deliver my package?
    • We also offer a "two to three day" (instead of 48 hours) delivery for KSA and Qatar. Please refer to our T&C's for further details.

  • How much is the cost for shipping and returns?
    • Shipping and returns are free for orders within the UAE. Please note though, that a cash handling fee applies to orders paid for by cash on delivery.

  • Is my package insured and will I need to sign for it on arrival?
    • Yes, your package is insured right up to its reception. A signature will be required on arrival however someone can sign on your behalf if you are unavailable.

  • Is there a cost for duties and tax?
    • No, all retail prices are inclusive of duties and tax.

  • Does Ounass ship to multiple addresses?
    • Unfortunately, no. We can only currently ship to one address per order.

  • What should I do if my item is faulty or damaged?
    • 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 the customer care team from 10am-10pm on our UAE toll free number800686277 or email [email protected].

  • What is Amber?
    • Amber is the Al Tayer Group loyalty program. Amber members can earn points for their transactions and redeem them with over 100 brands. Our Amber members also receive exclusive offers, promotions and event invitations. To learn more about the Amber program and become a member, go to www.myamber.ae

  • How do I log in to my Amber account?
    • If you are not logged in, click 'sign in / register' followed by 'Amber connect' and log in with your username and password. If you are already logged in, go to ‘My Account’ and click on 'My Amber.' Alternatively, you can log in at the checkout by clicking on ‘My Amber’.

  • How do I join Amber?
    • Becoming an Amber loyalty programme member is simple. Enrolment can happen at any Amber Participating Store across the UAE, Saudi Arabia, Bahrain, Kuwait and Qatar, on our Amber App or online at myamber.ae, mamasandpapas.ae and Ounass.com. Store staff will be happy to guide you through the enrolment process. Once you have enrolled, you can start earning Amber Points right away.

  • Is there a minimum spend amount or a joining fee to become an Amber member?
    • No, there is no minimum spend to become an Amber member.

  • How do I start earning points?
    • To start earning points, simply show your digital card or membership card any time you shop in any of our participating stores across fashion, beauty, F&B and motors.

  • Can I earn points on all purchases?
    • With Amber, you can earn points on every purchase of full priced items, in any of our participating stores. You can now earn points on sale items only when you shop on mamasandpapas.ae and Ounass.ae.

  • How long does it take for points to reflect in my account?
    • Points will reflect in your account immediately after each purchase.

  • Can I still earn Amber points if I forget to link my Amber card at the time of purchase?
    • Yes you can, please send a copy of your receipt along with your Membership Number to [email protected] and our team will have your account updated within 7 days.

  • How soon can I redeem my points after purchase?
    • Once you reach the 10,000 points redemption threshold, you can redeem your Amber points on your next purchase in store or online with any of our participating brands.

  • What do I need to redeem my points?
    • Your Amber card or digital card on the Amber app must be presented in store in order to redeem your points, to pay fully or partially for any purchase. In order to redeem online, you must log in to your Amber account at checkout.

  • What happens to the Amber Points I’ve earned on my Amber card?
    • The Amber Points you’ve earned on your Amber card will continue to be valid. You can spend them on across all Amber participating stores including our new brand websites.

  • Can my friend redeem my points?
    • Unfortunately, for your security only you can redeem your Amber points.

  • How do I move up the Amber tiers if I join as a Classic member?
    • The more points you earn, the more rewards you'll enjoy across your favourite brands, stores and malls. Collect 20,000 Amber points in a 12 month period and you’ll be upgraded to Amber Select. Collect over 150,000 Amber points in a 12 month period and you’ll be upgraded to Amber Plus.

  • How do I update my Amber profile?
    • You can update your Amber Membership Profile by logging into your account online, on our Amber app or by contacting our Amber Assist team on 800 26237 (U.A.E), 800 04113 (Bahrain), 22219195 (Kuwait), 4423 1333 (Qatar), 800 8971926 (KSA).

  • If I lose my membership card, how do I get a replacement?
    • Instead of replacing your card, you can download our digital card on the Amber app. If you prefer to have a physical card then please contact our Amber Assist team on 800 26237 (U.A.E), 800 04113 (Bahrain), 22219195 (Kuwait), 4423 1333 (Qatar), 800 8971926 (KSA) or visit our Amber desks in Bloomingdales or Harvey Nichols, Dubai.

  • If I request a replacement card, will it have the same account number?
    • In the interest of your security, replacement cards will have a new account number. If you wish to retain your remaining account details you can download our Amber App which will have all your existing information.

  • Since my replacement card has a new account number, what happens to the accumulated points on my old card?
    • Don't worry – the points from your old card will be transferred instantly to your new account number.

  • If I return an item, what happens to the points that I had earned?
    • If you return an item to one of our participating stores, the number of points earned for this item will be deducted from your account.

  • How do I check my points balance?
    • You can now check your points balance through our app, by logging into your account online, in store and on your receipt after a purchase.

  • When do my points expire?
    • Your points will expire at the end of two years (24 months) from the date of your first purchase.

  • How can I receive communication from Amber?
    • By enrolling in the Amber Programme, you accept the Amber Terms and Conditions which enables you to receive promotional messages. Update your profile now to make sure you don't miss out on any exclusive invitations, sale previews, Amber Bonus Points offers and much more.

      If you are not an Amber Member, find out how you can join our programme.

  • How do I unsubscribe from Amber communication?