FAQs

Orders & Payments

Is Cash on Delivery (COD) available?

Yes! We now offer Cash on Delivery (COD) as a payment option. Please note that a small additional COD handling fee will be applied at checkout to cover processing costs.

Why is there an extra fee for COD?

COD orders involve additional handling and logistics costs. The extra fee helps us continue offering this convenient payment option for our customers.

What payment methods are accepted?

We accept the following payment options:

  • Debit/Credit Cards
  • Cash on Delivery (COD) — with a small handling fee
  • Tabby — shop now and pay later in 4 easy instalments, interest-free

Is my payment secure?

Yes. All online transactions are processed through trusted and secure payment gateways with encryption and fraud protection.

 

Shipping & Delivery

Where are your products shipped from?

All orders are shipped from our Dubai, UAE warehouse — ensuring fast and reliable delivery across the UAE.

Do you deliver across UAE and internationally?

Yes. We deliver across the UAE and select international locations.

What are the delivery timelines?

UAE

  • Standard delivery: 2 working days
  • Same Day Delivery: 1 working day with Extra Charges to be borne by the customer.

International Orders

  • Standard delivery: 7–10 business days
  • Express delivery: 4–6 business days

Delivery timelines may vary due to courier operations, customs clearance, or unforeseen delays.

Will I have to pay customs or import duties?

For international orders, customs duties or import charges (if applicable) are determined by destination country regulations and may be payable by the customer.

 

Exchanges & Returns

What is your return and exchange policy?

Returns and exchanges are accepted within 7 days of delivery for the following reasons:

  • Damaged or defective product
  • Wrong product received
  • Wrong size received

What resolution options are available?

Conditions:

  • Item must be unused, with original packaging and tags intact
  • Subject to quality inspection and approval
  • A pickup fee of AED 15 per order will be deducted from your refund to cover the cost of collection from your address.
  • All Pre-order Items and Items brought under any SALE are treated as final sale and cannot be returned or exchanged.

You can choose between:

  • Exchange — swap for a different size or product
  • Store Credit — receive credit to use on your next order

Please note: cash refunds are not offered except in cases of verified manufacturing defects or fulfilment errors.

Will shipping charges be deducted from my store credit?

Yes. Original shipping charges are non-refundable and will be deducted from the store credit value. Only the product amount will be credited to your account.

How do I raise a return or exchange request?

Submit your request through our Returns Portal within 7 days of delivery. Requests submitted after this window will not be accepted.

How long do store credits take to process?

Approved store credits are issued within 3–5 business days after we receive and inspect the returned item.

 

Unboxing Requirement (Important)

Do I need to record an unboxing video?

Yes. To ensure a smooth return or exchange process, customers are required to record a clear unboxing video while opening the package.

The video should:

  • Start before opening the parcel
  • Show the shipping label and packaging condition
  • Capture the full unboxing in one continuous recording
  • Clearly display the product, tags, and packaging

Requests without an unboxing video may not be eligible for exchange or store credit.

 

Size & Fit

How do I choose the right size?

Please refer to the size chart available on each product page before placing your order.

Can I get help selecting my size?

Yes. Our support team is happy to assist with sizing guidance before purchase.

 

Order Changes & Cancellation

Can I cancel my order?

Orders can be cancelled within 24 hours of placing them, only if they have not been shipped. Once dispatched, cancellations are not possible.

Can I change my delivery address after placing an order?

Address changes may be possible only before dispatch. Please contact support immediately after placing your order.

 

Product Information

Will the product look exactly like the images?

We try to display products as accurately as possible. Slight variations in color may occur due to lighting and screen differences.

Are all items brand new?

Yes. All products are new, quality-checked, and shipped with original packaging and tags.

 

Support

How do I contact customer support?

Email: support@thedesirewear.com
Response time: Within 24–48 working hours