Returns Process

Please note that certain items are not returnable and we will label the items non-returnable either in the item description page or at checkout, so make sure you verify this before you place your Order. However, non-returnable items may still be returned to us if you accidentally received the wrong item in your Order, or if the item was received damaged.

To be accepted by us and qualify for a refund, all items in the Order (including promotional or complimentary gift items received with the Order) must be returned to us:

unaltered, unused and in their original condition (or the condition in which they were received by you from us or our agents);
in their original packaging/box/dust-cover and with all brand and product labels/tags/instructions still attached;
authenticity cards, where provided, should also be returned;

Remember to complete and include the returns label you received with your Order package to avoid delays in processing your return. we will aim to process your return within 3-5 business days from us receiving the package back, and if accepted, the refund will be issued to your original form of payment, unless stated otherwise in these Terms of Service. If you do not have an Ounass account and placed the Order as a guest, you will need to register as a user to be able to request a return online.

Exchanges

Items can be exchanged by arranging collection from your delivery address and the following conditions apply:

You can exchange an item for a different size only if it’s the same product.

The exchange order is only created after the return is approved.

If there are technical issues during order creation after the return, the customer will get store credits regardless of the original payment method.

On placing an exchange request the same can be cancelled at any point.

You can exchange an item multiple times.

Orders paid with Paypal, Buy Now Pay Later options and Amber will not be eligible for an exchange request.

Exchanges are only for eligible items with the same price, located in the same warehouse, and must be returnable.

Orders placed using coupon codes will not be eligible for exchange.

Note: this feature is only available for UAE customers who are eligible for Size exchange as per above conditions.