Shouldergrace

OUR RETURN POLICY:

For UAE orders, the item(s) must be returned to us within 7 days of first receiving the parcel, including faulty products.
Items must be unworn, unwashed, free from dirt, dust, hair, fragrances, foreign odor including smoke, free of makeup stains, with all tags & original packaging.
We do not accept returns on Accessories, Jewelry & Masks for sanitary reasons.
Return shipping within the UAE will be covered by us.

Shipping cost is non-refundable for cases of customer changing their minds, or incorrect choice of sizing, the shipping cost will only be refundable in case the item received by the customer is defective.

How do I initiate a return or an exchange?
To initiate a return/exchange, please follow these steps:

• Log in to Your Account: Visit our website and log in to your account using the email address you used to place the order, you will receive a code on your email to login on the account.
• Navigate to Orders: Once logged in, go to the "Orders" section, locate the order you wish to return by searching with your order number.
• Initiate Return: Click on the "Request Return" button next to the order you want to return.
• Choose Items: Select the specific items from the order that you wish to return, also mention the reason for return for further improvement to our services and products.
• Return Shipping: Pack your items securely and wait for the courier to ship them back to us.

Processing Time: Once we receive your return, our team will inspect the items and process your refund to the same payment method used.

If you have any further questions or need assistance, please don't hesitate to contact our customer support team.

SALE ITEMS:
We do not offer refunds for Any Sale Items. Sale Items can either receive store credit for the same value of the product(s) or Exchange with the same product of different size.
 
OUR EXCHANGE POLICY:
For UAE orders, the item(s) must be returned to us within 7 days of first receiving the parcel, including faulty products.
Items must be unworn, unwashed & with all tags & original packaging.
If you have received an item which you think maybe faulty or damaged, please notify our customer care team within 48 hours. Once your item(s) have been received and checked by the quality control team you will receive a confirmation email.
We provide free collection for the first return or exchange. From second collection onwards, a fee of AED20 is applicable.
 
PROCESSING TIME:
We process all of our returns within 7 days of receiving the item(s).
You will receive an email approving your return/exchange within 48 hours from the time of your request.

Shipping Policy

Thank you for shopping with us! We strive to ensure your order reaches you in a timely manner. Please take note of the following shipping guidelines:

Shipping Time:

• Once your order has been processed, shipping typically takes 5-10 business days.
• Please note that shipping times may vary depending on your location and external factors beyond our control.

Customized Items:

• Some items in our inventory are customized according to your preferences. Due to the personalized nature of these items, please allow up to 15 business days for processing and shipping.
• We take special care to ensure each customized item meets our quality standards before it is shipped out to you.

Shipping Costs:

• Shipping is charged at AED25, and orders exceeding AED400 qualify for free shipping. You can view the shipping costs at checkout before completing your purchase.
• Please note that shipping costs are non-refundable for changes of mind or incorrect choice of sizing; however, they will be refunded solely in the case of defective items.

Order Tracking:

• Once your order has been shipped, you will receive a shipping confirmation email containing a tracking number. You can use this tracking number to monitor the status of your shipment.

Shipping Delays:

• While we strive to ensure timely delivery of all orders, please note that shipping delays may occur due to unforeseen circumstances such as weather conditions, natural disasters, or carrier issues. We appreciate your patience and understanding in such situations.