ATTUALE has a 14-day (from the received date) regular returns policy if you are not satisfied with the products ordered (except for items sold under special discounts or conditions). If you would like to return the item(s), please return them in the same condition and packaging as received. Any returns that do not meet the policy will not be accepted and will be sent back to you. Please note that if the refund conditions are not met, ATTUALE reserves the right to refuse or grant a partial refund. Products can be returned by arranging collection from your delivery address.
The products delivered with return tag/label/seal will only be accepted if below instructions are followed and the tag/label/seal is intact and completely attached. Non-compliance with these requirements may result in the refusal of your return.
- Pack the goods using as much of the original packaging as possible;
- Arrange the pick-up of your return with DHL:
- Contact the DHL Customer Service using this number: 600 567567;
- Provide the account number: (965440570); and
- Provide the return Air Waybill number.
- Make sure to hand the two (2) Air Waybill labels to the DHL courier, as these documents are required for the return.
- A confirmation receipt will be sent to you once the return package is received by our warehousing team;
- A refund of the approved return item(s) will be processed as soon as possible. Once approved, it will be credited back to your account through the original method of payment used.
- For returns outside of the U.A.E., please fill in the 2 copies of the Return Commercial Invoice. Select and tick the items you wish to return, and the reason(s) for the return.
- Pack the goods using as much of the original packaging as possible.
- Be sure to include the tags on the items.
-Arrange the collection of the return with DHL:
- Contact your local DHL Customer Service;
- Provide the account number: 965440570; and
- Provide the return Air Waybill number.
- Make sure to put the 2 Return Commercial Invoices, along with the 2 Air Waybill labels inside the package, as these documents are required for customs.
- A confirmation receipt will be sent to you once the package is received by our warehousing team.
- A refund of the approved returns will be processed as soon as possible. Once approved, it will be credited back to your account through the original method of payment used.
- Items must be returned unworn, undamaged and unused, with all authenticity cards/tags/labels/instructions attached including the original packaging. It must be in its original condition.
- Shoes and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping. When trying on the shoes, stand on a carpeted surface to protect the soles.
- Fragrances, toiletries and beauty products (such as skincare, cosmetics, make-up and haircare) are final sales, and are not subject for returns.
- Lingerie and swimwear must only be tried on over your own undergarments, without removing the protective adhesive strip. Once the adhesive strip is removed, the return will not be accepted.
- Any customized or altered pieces are considered damaged and are not eligible for returns.
- Items sold at a reduced price are not eligible for returns.
- Return will only be accepted from the country which it was originally shipped. Otherwise, you will bear the costs for all the related taxes and customs duties of the return.
- We reserve the right to monitor returns and to refuse future orders from customers with high number of returns.
- Upon receipt of the return, ATTUALE will verify compliance of all the above conditions. If all conditions are fulfilled, ATTUALE will refund the relevant purchase cost back into your account. In any event, ATTUALE reserves the right to reject the return for justified reasons at our discretion.
- Refund of the approved returns will be processed as soon as possible.
- Refund will be credited back to your account in the same currency and on the same original payment method used.
- Processing time of the refund depends on the payment method or credit card provider.
- If the returned items were purchased with promotional code, the amount of the refund will equal to the amount actually paid only. If returned partially, refund will be proportionately reduced by the value of the voucher.
- Sales Tax (V.A.T.) for returns originally delivered within U.A.E. will be included in the refund. Customs duties and taxes for those returns originally delivered outside U.A.E. are non-recoverable.
At this time, we unfortunately do not offer exchanges. Please proceed with your refund and you may place a new order online for the new item required. For further assistance, contact our customer care at [email protected] and we will be happy to assist you.
DAMAGED GOODS OR INCORRECTLY FULFILLED ORDERS
Our brand and delivery partners take extensive control measures to ensure that our products reach you in the best conditions. However, in the case your order has arrived damaged, defective or incorrect, please CONTACT US immediately and we will work to help resolve this issue as soon as possible. We strive for the utmost quality and respect in our services and want our beloved customers to feel valued at all times.