RETURN AND REFUND POLICY
Please note that all products featured on our promotional page are non-refundable, non-exchangeable, and non-returnable unless they are damaged or not as described. For customers with bulk orders, please contact our customer care service for more information regarding your orders.
RETURN POLICY FOR LINGERIE PRODUCTS:
All lingerie or undergarment products ordered online are non-returnable and non-refundable. We prioritize maintaining proper hygiene and do not accept the return or exchange of products that may pose a hygiene risk for others.
RETURN POLICY FOR COSMETICS/MAKEUP PRODUCTS:
In line with our commitment to maintaining hygiene and ensuring customer safety, we do not accept returns of cosmetics or makeup products. Additionally, products that are unsealed, broken in their packaging, or found to be used will not be accepted for return. Makeup accessories applicable on the face, lips, or other areas (e.g. lipsticks, lip liners, lip gloss, eye shadows, foundation, eyeliners, mascara, etc.) cannot be returned under any condition. If we receive non-applicable makeup items, such as makeup tools, storage, or accessories, in our Returns Department, we will thoroughly inspect them to ensure they are in original condition. If we find that they are broken or used, they will be immediately disposed of, and customers will not receive a refund.
RETURN POLICY FOR ONLINE PAYMENTS:
When making online payments through platforms such as PayPal, debit cards, credit cards, or any other online payment method, customers may avail a payment discount of 3% off the total ordered amount. However, in the case of a return, the refund will be processed after deducting any coupons or discounts applied by the customer at the time of order, resulting in the final total amount paid at the time of order.
Please note that courier charges for returns will be applicable as per the return policy, which is as follows:
1. If the product is not as described or different from the showcased image.
2. If the product is naturally damaged at the time of delivery.
In case of a return due to dislike of the product or a size change, customers will be responsible for paying the return charges to the courier upon receiving the product.
All discount offers or coupons will be deducted from the total amount, regardless of whether the order is accepted or a return is requested by the customer. The refundable amount will be calculated based on the amount paid at the time of order, with each item being calculated separately.
Customers requesting returns will be charged AED 10 to AED 20 for each pickup, and the amount will be deducted from their Login Wallet Account recharge. Refunds will be issued through the original mode of payment. Returns are not accepted for items purchased during promotions or sales. Only items not included in the promotion will be eligible for return. Product color or shade may differ due to studio lighting and photography.
For your convenience, we have provided answers to commonly asked customer questions regarding returns:
1. Disliking the Product, Its Quality, or Change of Mind:
If you are dissatisfied with the product, or its quality, or have changed your mind about a product or the entire order, you will be responsible for the shipping charges for both return and initial delivery, even if the initial delivery was free. If a promotional coupon code was applied to the order and a return is requested, the amount refunded will be the discounted price, which will be credited to your DOD Wallet Account. After deducting the shipping fees, the remaining amount from your order will be transferred to your DOD Wallet Account, which can be used for your next order once the returned items are received. Home essential products are carefully packed by manufacturers after thorough quality and damage inspections. Opened, installed, or dismantled products cannot be accepted for return as they cannot be repacked. Please note that cash refunds are not available.
2. Damaged Item, Wrong Item, or Missing Items in Order:
If you receive an order that contains an incorrect, damaged, or missing item, please contact our customer service helpline as soon as possible within 7 days. We will arrange for a courier to pick up the damaged or wrong item, and upon receiving it, our warehouse team will inspect it. After inspection, a refund will be initiated to your DOD Wallet Account. The same process applies to missing items.
3. Products/Orders That Cannot Be Returned:
Orders will not be accepted for return if the packaging is missing. Lingerie, undergarments, swimwear, beachwear, or makeup items cannot be returned due to hygienic reasons. Used or reconditioned products, as well as those with broken or removed tags, will not be accepted for return, nor will dirty products.
Customers can create their return request by logging into their account on our website. Once logged in, they can navigate to the "Order History" section, select the desired order, and click on the "Return" button next to the respective item. Follow the prompts to complete the return request, and our customer care team will review and provide further instructions on how to proceed with the return.
If there are any issues or difficulties with creating a return request through the website, customers can contact our customer care team directly for assistance.
Note: The original shipping charges are non-refundable.