Returns & Exchanges
If you decide you don’t like your order we will be happy to accept returns and refund you for the item as long as it is returned to us within 5 days of purchase. Returned products must be in the same condition as was received, complete with tags attached. Unfortunately, we can’t refund the cost of shipping. You can either return it by yourself at our warehouse or alternatively, we can arrange to pick it up from our partners at AED 20 within Dubai and Sharjah and AED 30 to the rest of the Emirates. Used or customer-damaged items cannot be refunded or exchanged.
If you find your product has a defect, please take the photographic evidence & email us at [email protected] The product must be presented to us before we can proceed with our return policy.
If your order arrives with you damaged from the delivery on its way out to you, and you would like to return it, we will of course be happy to reimburse for the item and the cost of shipping as long as you let us know about the damaged basket within 5 days of receiving your item/s.
If I pay for my order with a Credit or Debit Card, how long will it take to process my refund?
If you’ve paid by Credit or Debit Card, here’s how long it will take:
- Within 5 business days to receive your returned items.
- 2 business days to perform a quality check and issue the refund.
Your bank or card issuer may take an additional 4-15 business days to process the transaction.
I’ve just returned my Cash on Delivery order. Will my Cash on Delivery charge be refunded?
It depends on whether you return your order fully or partially. If you return the entire order, your Cash on Delivery charges will be refunded. If you return only part of your order, your Cash on Delivery charges will not be refunded.
How long will delivery take?
While we try our best to deliver your orders within 1 business day, under exceptional circumstances your delivery may vary due to factors beyond our control. Please bear with us in these situations.
Here’s how delivery works:
Orders placed before 11:00 AM on business days will be delivered the same day or the next day to select locations in Dubai and Sharjah.
For the rest of the Emirates, orders will be delivered in 2-3 business days.
Delivery charges for orders from the Online Shop?
AED 20 – delivery charge within Dubai and Sharjah only
AED 30 – delivery charge within Abu Dhabi, Fujairah, Ras Al Khaimah, Ajman & Umm Al Quwain
*Free delivery on orders above AED 300 (Dubai & Sharjah), Free delivery on orders above AED 500 (The rest of the Emirates)
I was unavailable each time your delivery partner tried to contact me. Can you ask them to call me again?
Of course! Kindly email us at [email protected] and we’ll sort it out.
Do the items in the picture look exactly the same?
Please note that all our products are made of raw materials and the color or texture may vary from item to item. Minor imperfection and rustic appearance is part of the charm of our artworks. As this is a handmade product, allow 1-3 measuring deviations to our pieces from those shown in the photographs.
Do you deliver to multiple addresses?
We only deliver to the address specified on the order. If you’d like us to deliver to multiple addresses, send your purchases as separate orders to different addresses. You can store multiple addresses in the My Account section.
Can I change my delivery address after I've placed my order?
No, you won’t be able to change it online. Please contact us immediately to arrange your new address delivery. If you choose to do that, though, remember that it may delay the delivery.