How do I return an item?

You have 14 days to return online purchased products.

• Returned items should be in their original and re-sellable condition, with all tags attached and packaging intact.
• Accompanied with a valid receipt.

Please follow the below process based on items for return:

• Home Accessories – return to a store near you. Product(s) should be in their original condition and packaging.
• Large Items and Furniture – contact Customer Service to arrange an inspection and pick up of unused products in their original packaging.

Customer Delivery Service contact numbers:

• {{customerDeliveryService}}

What is your return policy?

We offer a 14-day return policy. Returned items should be in their original and re-sellable condition, with all tags attached, packaging intact and accompanied by a valid receipt.

Please note that an order made through our Made to Order (MTO) program is not capable of being cancelled or refunded once placed by you. This in no way affects your rights in respect of faulty or non-conforming goods.

We are unable to accept returns for refund or exchange on:

• Special order items (MTO)
• Personalized, monogrammed products.
• Products damaged through normal wear and tear.
• Products without an original receipt. If your purchase is faulty, we will offer an exchange or refund.

Orders may be cancelled up to 24 hours after the order was placed for a refund or exchange.

Furniture items purchased at Alshaya home furnishing stores cannot be refunded or returned after delivery. Please contact your local store directly to discuss cancellation of your order.

Items purchased from our stores/online in one country are considered non-refundable and non-returnable in any other country. This policy also applies to items purchased by a third party or a reseller on behalf of the customer.

For more details on our returns policies, please visit our terms & conditions of sale.

Are there any items that cannot be returned?

Yes, certain items may be non-returnable due to hygiene or safety regulations. These typically include fragrances, or other products that are personalized to your order. Additionally, gift cards are non-returnable once purchased.

We will be happy to exchange or refund any other item(s) as long as they are returned in unused condition and in their original packaging within 14 days of receiving your order, along with a copy of the invoice.

Can I return items bought on sale?

Yes, you can return any item if it falls within the designated return period and is not classified as a non-returnable item (such as fragrances, or other products that are personalized to your order). Please note that if you received a free item as part of a promotional offer with your purchase, you need to return that item along with the main item you are returning.

Can I return an order after the specified return period?

Unfortunately, we cannot accept returns after the specified return period has expired.

How many days do I have to initiate a return?

You have 14 days to initiate a return, whether it's in-store or online.

Can I create a return for an order that has not been delivered yet?

Unfortunately, you cannot create a return for an order until it has been delivered. Once you receive your order, you will be able to initiate the return process if needed.

Can I create multiple return requests for different orders?

Yes, you can create multiple return requests for different orders. Each return request should be initiated separately for each order you wish to return.

Please make sure to follow the return process outlined on our Returns & Refunds page.

Do I need to return the free item I got with the returned item(s)?

Yes, if you received a free item as part of a promotional offer with your purchase, you typically need to return that item along with the main item you are returning.

What if the returned package included an item which I mistakenly added?

If you accidentally included an item in your returned package that you did not intend to return, please reach out to our customer service team as soon as possible at {{gcsPhoneNumber}}. Provide them with your order details and specify the item in question. We will assist you in resolving the situation, which may include returning the mistakenly added item to you or determining the best course of action.

How do I exchange an item?

If you would like to exchange any products, you may:

• Visit the nearest store to return your products.
• Purchase the new products through a new transaction.
• In case of a refund, it will be processed within 14 days.

Please note:

• Exchanges cannot be made without returning the original product(s) and processing a new transaction.
• Exchange process is only applied on small items (Accessories).

What is the exchange policy?

If you would like to exchange any products, you may visit the nearest store to return the items & purchase the new products.

Please note:

• Exchanges are subject to availability and is per our applicable policies.
• Exchanges cannot be made without returning the original product(s) and processing a new transaction.
• Exchange process is only applied on small items (Accessories).

How do I request a refund?

You can request a refund by returning your items in-store.

You have 14 days to return your item in its original condition and packaging. Please bring the relevant invoice with you to process your refund.

Please note that refunds may take up to 14 working days to be credited back to your original payment card.

When will I receive my refund for the returned item?

Once the item is returned and processed, your refund will be issued to your credit card or bank account using the original payment method. Please note that your bank or card issuer may take up to 14 working days to process the refund transaction.

What is the refund policy?

We will be happy to exchange or refund any item(s) as long as they are returned in an unused condition and in their original packaging within 14 days of receiving your order with a copy of the Invoice.

Note: We are unable to accept returns or exchanges of products in the following categories: fragrances or other products which are personalized to your order.

In the case of faulty, damaged or incorrectly supplied goods, we may offer you a substitute or replacement product or we will give you a full refund through the possible means, including any delivery charges you paid for (if any). In any case you must return the faulty, damaged or incorrect products to us as soon as possible in the same condition as supplied.

For more information about our refund policy, please visit our Terms & Conditions of Sale page.

How can I check if I am still eligible to return my order?

If you have an account on our website, log in to view your order history.

Locate the specific order you are inquiring about, and you may find information regarding return eligibility, including the date of purchase.

Generally, your order is eligible for return if it falls within the designated return period and it is not classified as a non-returnable item (such as fragrances or other products which are personalized to your order).

How do I check the status of my refund?

To track your refund, you can use the Chatbot located in the bottom right corner of the website.

The Chatbot will show you the status of your refund.