Exchange and refund policy

Are you looking to return or exchange unwanted merchandise? Here, you will find everything you need to know about our exchange policies, timeframes, and eligible items.

Return and Exchange Process

We offer a hassle-free returns and exchange policy within the United Arab Emirates (UAE). You have up to 14 days to exchange items for any reason from the date of receiving your online order or the purchase receipt.

To be eligible for an exchange, items must meet the following criteria:

  • Unused and in resalable condition, free from any damage or wear.
  • In their original condition with all original tags and packaging intact.
  • All included components, such as plastic wrapping, cables, ties, and product documentation, must be in the original packaging.
  • If your order included a free promotional gift, you must return the gift along with the related items.

Please note that the following items are non-exchangeable and non-returnable:

  • Items on sale or previously exchanged.
  • Personalized or made-to-measure products.
  • Bundled items sold together, which cannot be returned or exchanged separately.
  • Certain items, including skincare, makeup, cosmetics, underwear, swimwear, linen, furniture, perishable goods, and jewelry, except in cases of damage or faults as per global retail industry standards.
  • Deposits, Gift Cards, e-Cards, e-Vouchers, Gift Lists, and event tickets are non-refundable, non-exchangeable, and not transferrable for cash or other payment methods.

Online Return and Exchange Process

After receiving your item along with the receipt, we will process your refund/exchange as follows:

  • For non-faulty items, you can exchange the item for another or request a return.
  • Refunds will generally be processed using the original online payment method. Credit card payments may take up to 14 business days for refunds to be completed. Cash on delivery payments will be refunded with an e-voucher equal to the item's purchase price, valid for 12 months from the issuance date, usable both in-store and online.
  • If you wish to exchange an item without visiting the store, you can initiate a return and repurchase the desired item following the refund process. Please note that online exchanges are currently unavailable.
  • If an item is out of stock and already paid for, we will cancel it from your order, refund the out-of-stock items using the original payment method, and dispatch the remaining items.
  • We do not charge a restocking fee. However, please be aware that you are responsible for 'Return Shipping Charges' and 'Return Custom Charges,' if applicable. Original 'Shipping Charges' are non-refundable, and we will only refund the value of the returned goods.

How to Exchange or Return Your Purchased Items

IN-STORE Exchanges & Returns at Galeries Lafayette – The Dubai Mall

  • Present your Purchase Receipt or Sales Invoice at the Customer Service Desk or any Cash Desk to process exchanges or returns.
  • In case your receipt is lost, please visit our Customer Service desk for further assistance.
  • You can also arrange to ship your items to our store, but please use trackable courier services, ensuring the receiver's name, signature, and stamp are provided. We cannot accept damaged garments or products. If the courier rejects the return, we will notify you via email, and you will have 14 days to pick up your item.

ONLINE Returns – Items Purchased at galerieslafayette.ae

  1. On our website, navigate to "My Orders" in the "My Account" section, select the order you want to return, and follow the provided steps.
  2. Our team will review your return request and keep you updated via email.

After approving your return request:

  • For credit card payments, you will receive an email confirming your refund, which will be credited within 14 business days.
  • For cash payments, you will receive an e-voucher, valid for 12 months from issuance, usable both in-store and online.

Return Shipping Fee

Returns are free of charge within the UAE. However, for remote areas and outside the UAE, a return shipping fee will apply. The courier representative will contact you within 5 days of processing your return/exchange request to schedule a pickup time.

Faulty Items

If you receive a faulty or damaged item, please email photos of the item to Customerservice@galerieslafayette.ae within 3 days of delivery. Our Customer Service will investigate the case and respond within 48 hours to guide you through the procedure.

Complaints

For quality-related issues with altered items, please contact our Customer Service Department within 24 hours of receiving your order. We will aim to resolve any disputes as promptly as possible.

Additional Information

For further details on our returns process and policy, please contact our Customer Service team.

General

We reserve the right to modify our Terms and Conditions at any time. We will not be held responsible for any delays or failures in complying with our obligations under these Terms and Conditions due to circumstances beyond our reasonable control.