Customer Service

Store Policies

Transparent guidelines for our customers across the UAE and worldwide.

Refund & Exchange Policy

Please review our terms regarding returns and replacements.

All sales are final. No refunds or exchanges for change of mind.
Defective or Incorrect Items: Refunds or exchanges are only accepted for defective, damaged, or incorrect items.
Timeframe: Issues must be reported within 48 hours of delivery where possible, accompanied by photo/video evidence.
Condition: Items must be unused and in their original condition and packaging, unless the defect prevents this.
Exclusions: Damage caused by misuse, scratches, or improper handling is not eligible.
Shipping Costs: Customers cover delivery fees for optional services. For verified defects or incorrect items, return delivery is fully covered by bilingual.

Information on dispatch, delivery, and courier logistics.

Checkout Calculation: Delivery fees are calculated directly at checkout based on location.
Courier Delays: We are not responsible for delays caused by third-party courier services.
Accurate Address: Customers must provide complete and accurate delivery information (address and contact numbers).
Re-delivery: Additional delivery attempts due to customer errors or unavailability may incur extra delivery fees.

How your personal data is handled and protected.

Usage of Data: Customer information is used strictly for processing orders, deliveries, and providing customer service.
No Third-Party Sale: Personal information is never sold, traded, or rented to third parties.
Trusted Partners: Information is shared only with trusted payment processors (e.g., Ziina, card gateways) and delivery providers when strictly necessary to fulfill your order.
Data Protection: We implement appropriate industry-standard security measures to safeguard all customer information.

Rules regarding canceling orders before and after dispatch.

Before Dispatch: Orders can only be canceled prior to order processing or dispatch from our warehouse.
After Dispatch: Once an order is dispatched, it cannot be canceled due to a change of mind.

Legal Compliance: All store policies are subject to and fully compliant with applicable UAE consumer protection laws and regulations.