FREQUENTLY ASKED QUESTIONS (FAQs)
WHAT ARE THE BENEFITS OF CREATING AN ACCOUNT?
By creating an account, you get access to your own Wish list and Shopping bag, meaning every product you add gets stored and saved for your next attuale.com visit. In addition, you get access to ‘Your orders’ for purchases history and to track any order on the way. Lastly, you become part of the ATTUALE community and we will make sure to keep you updated on our initiatives and works.
DID YOU FORGET YOUR PASSWORD?
To re-set your password, follow the ‘Forgot your password?’ link on SIGN IN page and enter your email address. You will then receive an email allowing you to reset the password. For further assistance, you may CONTACT US.
ARE PERSONAL AND BANKING INFORMATION KEPT PRIVATE?
CAN I CHANGE MY PERSONAL INFORMATION?
Yes, you can. To change or update your personal information, LOG-IN to your account and click on ‘Details’. From here, you will be able to update your personal information.
ORDERS AND DELIVERIES
HOW TO PLACE AN ORDER ONLINE?
Follow the easy steps for a successful order:
- Browse the Site: narrow your search based on categories, brands or edits
- Add to the Shopping bag the item(s) you wish to purchase
- When satisfied with the selected items, proceed to checkout
- Sign in to your account if not done so already. Or, if you do not have an account, simply use ‘Guest checkout’
- Enter your personal and payment information
- As soon as the order is complete you will receive an email confirmation with a summary of the order and order number.
CAN I PLACE AN ORDER OVER THE PHONE?
We can assist customers via WhatsApp or Phone Call to facilitate the order, however we cannot take card details and process the order.
Whats app us on +971507192755.
WHERE DO I RECEIVE MY ORDER NUMBER?
Once the order is complete you will receive a confirmation email with your order number provided. You may also find both past and present order numbers under MY ACCOUNT when you log in from the Site. If you do not have an account simply CONTACT US for assistance.
HOW CAN I MODIFY OR CHANGE AN EXISTING ORDER?
We can accommodate you should you wish to cancel, change sizing or edit your billing and shipping details as long as it is done before the order has been prepared for dispatch. Simply contact us on [email protected] with your name, order details, and amendments. Unfortunately, we are unable to add items to an existing order, but feel free to place a new order for any additional pieces.
HOW DO I TRACK AN ORDER?
For all Credit Card, and PayPal orders: Once the order has been confirmed you will receive an email with your order number. Once the order is dispatched, you will receive a shipment confirmation email with your DHL tracking number.
Insert your tracking number here https://www.dhl.com/en.html
Please note that deliveries during busy periods may be subject to slight delays however our delivery partner will keep you notified.
DO YOU OFFER SAME-DAY DELIVERY?
At the moment, we offer next day delivery within UAE
See our comprehensive SHIPPING AND RETURNS page for further information.
HOW MUCH ARE DUTY AND TAX COSTS?
All prices on the Site are inclusive of the duties and taxes [VAT] for UAE. For orders outside of the UAE, extra charges will apply subject to the duties imposed by each applicable countires jurisdiction. Such additional costs will be displayed before completing your purchase.
WHAT DESTINATIONS DOES ATTUALE SHIP TO?
Throughout our reliable partner DHL, we are able to ship to most destinations worldwide. At checkout, you will be able to select the country of destination from the dropdown.
Please CONTACT US should you have any questions.
CAN A SPECIFIC DELIVERY TIME BE CHOSEN?
To do so, please contact your local DHL specifying the preferred delivery window.
DHL Customer service:
UAE +971 600 567 567
Saudi Arabia +966 138827777
CAN SOMEONE ELSE RECEIVE THE PACKAGE FOR ME?
Yes, you can. A signature is required from the receiver even if the name is not the same of the customer.
CAN I SURPRISE A LOVED ONE AND SEND THEM A GIFT?
Surely, you will find a dedicated message box at checkout where you can write your personal note. We will print the note and send it out with the package.
CAN I RETURN A GIFT THAT WAS SENT TO ME?
Unfortunately, we do not accept returns on gifts. All gifts are considered final sales.
WHAT IF I MISSED A DELIVERY?
The delivery partner DHL will get in touch soon to schedule a new delivery date. DHL will reach out to you 2 additional times after the initial attempt before moving on to their next order. If you are unable to receive your order even after the initial attempt, please CONTACT US immediately and someone will get back to you soon with an update.
We reserve the right to levy an additional charge for re-delivery.
RETURNS AND EXCHANGES
WHAT’S THE RETURN POLICY?
You can request for a refund within 14 days of your delivery date using our free returns service.
Items must be returned with their security tags intact and in the same condition as the point of sale. Items sold under special discounts or promotions are not eligible for returns.
We do not accept returns from items falling under the ‘Beauty’ category on our Site.
Once a return is requested, pickup of the product[s] will be arranged from the deliver partner DHL. If all conditions are met, we will process a full [or partial] refund based on the assessment.
I RECEIVED A DAMAGED/DEFECTIVE/INCORRECT ORDER - WHAT DO I DO?
This is our mistake and it should not happen. At ATTUALE, we strives for the optimal quality and highest respect for our customers. Our brand and delivery partners take tested control measures to ensure that the products reach you in the best conditions. However, in the case that an order has arrived damaged, defective or incorrect, please CONTACT US immediately and we will help you resolve the issue.
PAYMENTS AND CURRENCIES
WHAT DIFFERENT PAYMENT METHODS DO YOU ACCEPT?
ATTUALE accepts Visa, MasterCard and PayPal. When selecting PayPay at checkout, you will be redirected to the PayPal site for you to log-in and pay. Please note that PayPal only accepts payments in $. Payment is only debited from your payment method at the time of purchase.
HOW CAN I CHOOSE THE CURRENCY I PAY IN?
You can select the currency from the drop-down box on the bottom left side of the site.
IS IT SAFE TO USE MY CREDIT CARD ONLINE?
Yes, it is. All information is secured by our payment gateway provider Checkout.com which is PCI and DSS certified. Your card details and passwords cannot be accessed by any of the employees and you can put in a request to delete your card details from our system at any time.
HOW CAN I USE MY DISCOUNT CODE?
You may enter the code in the promo code box after selecting ‘Checkout securely’ in your Shopping Bag. The final amount of your order will automatically adjust itself based on the provided discount.
WHERE CAN I FIND THE SIZE GUIDE?
Click on ‘Size Guide’ on the item’s page to view the conversion chart. ATTUALE also provides fit information and model measurements for each style under the ‘Size + Fit’ tab.
CAN I ORDER A CUSTOMISED ITEM?
We recommend you CONTACT US with your requests and we will let you know if we can accommodate you.
IS THERE A REWARD AND LOYALTY PROGRAM?
Sign up to the newsletters to stay up-to-date with ATTUALE’s latest initiatives. We also share special treatments to our VIP clients through our one-on-one customer service.