Return & Exchange Policy
A key area of our business that we pride ourselves on is customers and therefore, if you are not entirely satisfied with your order, we are able to accept returns.
Our Return Policy
- Customers within the UAE have 7 days from the date of receiving the item(s) to return. We provide customers with store credit ONLY (valid for 1 year from the date of purchase).
- Customers ouside the UAE have 14 days from the date of receiving the item(s) to return. We provide customers with store credit ONLY (valid for 1 year from the date of purchase).
- Items must be unworn, unwashed & with all tags & original packaging.
- We do not accept returns on SALE items nor are they eligible for store credit.
- We do not accept returns on BLACK FRIDAY / CHRISTMAS / EID / & YEAR END SALE items nor are they eligible for store credit.
- In the event that any sale items are returned - they will be shipped back to the customer at the customer's expense or discarded within 30 days.
- In order for Paula London to accept returns, customers are required to gain authorization before returning said item(s) by contacting us via email at email@example.com.
- For international returns, after authorisation, we will send our shipping agent to collect the item from your preferred address.
- International return shipping charges, customs duties and any other charges to be paid by the customer. The customer will receive an email notifying them once the return has been processed, after which the customer will be provided with store credit.
- Return shipping within the UAE will be covered by us.
Our Exchange Policy:
- Our policy lasts 7 days - Within 7 days of receiving your order, you need to send an email to our customer care team at firstname.lastname@example.org with your order number, state the items you wish to return. After 7 days we will not accept any returns or exchanges.
- Sale items are not eligible for exchange or store credit.
- If you have received an item which you think may be faulty or damaged, please notify our customer care team within 24 hours by contacting us via email at email@example.com.
- Once we receive your item(s), it will be checked by our quality control team and you will receive a confirmation email. We process all of our returns within 7 days of receiving the item(s).
- You will receive an email approving your return once it has been received and inspected
- For UAE, first time return and exchange shipping will be covered by us and thereafter, there will be a charge of AED 20.
- For International orders, unfortunately, we do not offer free returns or exchanges. If you would like to exchange any item it will be treated as a return and you must place a new order for the item(s) replacement. Return shipping charges, customs duties and any other charges to be paid by the customer.
- Paula London does not charge any restocking fees but please note that we reserve the right to decline returns.