Exchange and refund policy

Looking to return or exchange unwanted merchandise? You will find here everything you need to know about our exchange policies, the timeframes and the items that can be returned.

Return and exchange process

In referral to our Exchange and Refund section, we offer a free-returns policy allowing you to exchange purchases made for any reason up to 14 days after you received or collected your online order or from the date of your purchase receipt valid within the United Arab Emirates (UAE).

Refund is made in case of faulty items/manufacturer defect or out of stock. No refunds are accepted after 7 days of delivery date.

The Purchase Receipt or Sales Invoice or Order Confirmation or E-commerce Order Reference is mandatory to process either Exchange or Refund.

Products eligible for exchange must be:

(a) Unused, in good re-saleable condition, undamaged in any way, without any kind of apparent damage or tear;
(b) In the same condition as supplied, with original tags and packaging;
(c) With all its components to include but not limited to: plastic wrapping, cables, plastic ties and all product documentation must be in the box;
(d) If the order contained a free promotional gift, the gift must be included with the return of any related items

Products non-exchangeable nor returnable:

Your right to return a product does not apply to certain types of products. The following list provides a non-exhaustive list of the types of products you cannot cancel or return:

(a) For product purchased in promotion or discounted for more than 50% of its price;
(b) For product previously exchanged;
(c) For products personalized, made to measure;
(d) Items bought together as a bundle cannot be returned or exchanged separately;
(e) In accordance with global retail industry standards, we are unable to accept exchange of skincare, make-up and cosmetic goods, underwear, swimwear, linen and jewelry unless damaged or faulty;
(f) Deposits, Gift Cards, e-Cards, e-Vouchers, Gift Lists and event tickets are neither refundable nor exchangeable, or transferrable against cash or other payment method;
(g) We are not responsible for lost, stolen or used gift cards and vouchers;
(h) We are unable to accept exchange on merchandise damaged by the customer;
(i) Perishable products are not eligible for exchange;
(j) CDs, DVDs or computer games and headphones that have been opened, tested or partially used;
(j) Beauty items and cosmetics that have been opened, tested or partially used.

Return and exchange conditions:

After we receive your item with the receipt, our team of experts will inspect the item and will process your refund/exchange.

(a) For non-faulty items, customer shall either exchange his item by another, or get a Gift Card valid for 6 months or get a Return Voucher, valid for 12 months only;
(b) We are not responsible for lost Gift Cards or value vouchers;
(c) If an item is out of stock and amount already paid, we will cancel it from your order and refund the out-of-stock items (in the same method as the original form of payment) and dispatch the rest of the order;
(d) For faulty Item(s), refund will be made in the same method as the original form of payment. In case, the payment was made by credit card it may take up to 15 business days to complete the refund to the card;
(e) We do not charge a restocking fee; however, please note: (i) You are responsible for ‘Return Shipping Charges’ and ‘Return Custom Charges’ if applicable (ii) Original ‘Shipping Charges’ are non-refundable. We will only refund the value of the goods returned

How to exchange or return your purchased items:

IN STORE – in Galeries Lafayette – at The Dubai Mall. You can visit our store during our usual opening hours

(a) Present your Purchase Receipt or Sales Invoice at the Customer Service Desk to process either Exchange or Refund;
(b) If your receipt is lost, please visit our Customer Service desk and ask for further assistance;
(c) You might arrange to ship your items to our store. When choosing this option via our service provider, the shippment must be made via trackable courier services, where name, signature and stamp of the receiver must be provided. We cannot accept return of damaged garments or products. We make sure you are notified by email. Also, you will be asked to pick up your item within 14 days from the date of email in case the courier refused to send them back to you;
(d) You can also choose for us to arrange a complimentary return collection for you where an additional pick up fee will be charged. Our Customer Service will inform you on the amount of the extra fee to pay;

ONLINE – returns must go through our Customer Service. The customer may send an email to Customer Service at Customerservice.uae@galerieslafayette.ae and our team will contact you to process the return or refund.

Return shipping fee

Inside core areas and Dubai, returns are free of charge. For remote areas and outside Dubai, return shipping fee will apply.

The courier representative will contact you within 5 days from the day you processed a return/exchange request and schedule a pickup time.

Once returns are received and accepted, returns will be processed. We will refund the value of the goods returned, by issuing a ‘Return Voucher’ to be used for a future purchase, but will NOT refund the value of any shipping paid. You will be notified by email once voucher has been generated/completed through email.

Faulty items

In the rare case where you might receive a faulty item, we aim to provide you with the ideal solution. We advise our customers to send photos of the faulty item, via email to Customerservice.uae@galerieslafayette.ae a maximum of 3 days after delivery. Our Customer Service will further investigate the case and revert to you within 48 hours to inform you of the procedure.

Complaint

If there is any issue related to the quality of items altered, please contact our Customer Service Department within 24 hours after receiving your order for assistance. We will always aim to resolve any dispute as swiftly as possible.

Information

For more information on our returns process and policy, please contact our Customer Service team here

General

We reserve the right to change our Terms and Conditions at any time. We will not be responsible to you for any delay or failure to comply with our obligations under these Terms and Conditions if the delay or failure arises from any cause beyond our reasonable control.