How to Return an Item

DubaiStore offers a 15-day return period from the date you have received your order. Check our Return Policy help page in our help section to know more about our Returns terms and conditions. Make sure all seals, tags and accessories are left intact and that the item is in its original packaging.

Read below for more details about the return process.

Step 1: Submitting A Return Request

Step 2: Return Request Review by the Merchant

Step 3: Collection of the Returned Product by DubaiStore Courier

Step 4: Inspection and Final Decision by the Merchant

Step 5: Refund, if the Return Request was Approved

Step 1: Submitting A Return Request

a. Login to your DubaiStore account and click on “My orders” in your Account section.

b. Look for and click on your order to view its details.

d. Select a reason from the “Return Reason” drop down field

e. Upload supporting images if needed. You have the option to add up to 10 pictures to support your claim, to show if the item arrived damaged, or to show that you are returning it in an original packaging/condition.

f. Write a brief description

g. Select a pickup location for our courier to pick up the product from to take it back to the merchant in case the return request was approved by the merchant for inspection.

h. Click the “Send Request” button to confirm.

Step 2: Return Request Review by the Merchant

After you submit your return request, it is checked by the merchant you have bought the items from. At this point the merchant can either Accept the request for further product inspection or may reject the request if it return is not as per DubaiStore Return Policy.

Case A. Merchant accepts the return request for inspection. In such case, you will be notified via SMS and Email and you will be contacted to arrange for the product pickup. Make sure the product you wish to return is still in its original packaging, original tags and seals.

Case B: Merchant rejects request. You will be notified by Email and SMS if your return request was not approved by the merchant. In this case, you may either communicate with the merchant through your Communication Center, or you can escalate it to our customer Service team if you believe the return should be approved, by sending an email to Care@DubaiStore.com.

Step 3: Collection of the Returned Product by DubaiStore Courier

If the merchant has approved your return request for further inspection, you'll be notified by email and an SMS. Our courier team will contact you to arrange a pickup time from the address you specified in the return request. No shipping charges will apply for this process.

Pack your product according to the return conditions. Include all original tags, accessories or free gifts you received.

Step 4: Inspection and Final Decision by the Merchant

After our courier delivers the product back to the merchant you bought the product from, the merchant will physically inspect the returned items and will either Approves or Rejects the return request. If the rejection reason is not sufficient, you can escalate this to our customer service to look into the matter by sending an email to Care@DubaiStore.com or call 600 500 403.

Step 5: Refund, if the Return Request was Approved

If your return was approved by the merchant, you will be notified by email and SMS.

Refund to your credit card: If you have originally paid by Credit Card, we will process the refund immediately, but keep note that it usually takes up to 14 business days for a credit card refund to go through due to the payment gateway and bank processes.

Refund to your DubaiStore Digital Wallet: If you originally paid for your order with Cash-on-Delivery (COD), the value you paid for your returned item at the time of purchase will be refunded to your Dubaistore wallet where you can use that credit during checkout when you are placing any new orders. You will be able to see the credit amount at checkout.