Returns, Cancellation & Refunds

At Etoile La Boutique, we understand that sometimes your purchase may not be exactly what you expected. Please review our returns, cancellations, exchanges, and refunds policy below to ensure a smooth and convenient experience.

Returns:

We offer convenient return options across the UAE and the Kingdom of Saudi Arabia (KSA). Eligible orders can be returned at any Etoile La Boutique store in either country, regardless of whether the original order was fulfilled through domestic delivery, cross-border delivery between the UAE and KSA, or Click & Collect.

In-Store Returns – UAE & KSA:

You can return your eligible order at any Etoile La Boutique store in the UAE or KSA, regardless of the country from which your order was fulfilled. The 14-day return period applies to all eligible orders, including domestic deliveries, cross-border deliveries, and Click & Collect orders.

Online Returns & Courier Collection:

For eligible home delivery orders, you can submit a return request through the Orders section of your account on our website. Courier collection usually takes 2–3 days from the date your return request is submitted. If the courier has not arrived to collect your return within this timeframe, please contact our Customer Care team via WhatsApp and/or email so we can check the reason for the delay and assist you.

Click & Collect Returns:

Click & Collect orders can only be returned in-store at any Etoile La Boutique store in the UAE or KSA. Online return requests are not available for Click & Collect orders, as no delivery address is captured when the order is placed. The return period for Click & Collect orders is 14 days from the collection date.

DHL Return Documentation:

For all orders originally shipped via DHL, you must print the return shipping label and invoice before handing over your return to the courier.

To obtain these documents:

1. Submit your return request through the Orders section of your account on our website.
2. Contact our Customer Care team via WhatsApp and/or email after submitting your return request.
3. Our team will share the return shipping label and invoice with you.
4. Print both documents and have them ready when the courier arrives to collect your return.

Please ensure both documents are available for the courier collection.

Return Conditions:

To be eligible for a return:

1. Items must be returned within 14 days of the delivery date or collection date, as applicable.
2. Items must be unused, unworn, unwashed, and in the same condition in which they were received or collected.
3. All original packaging, accessories, authenticity cards (where applicable), and other order contents must be included.
4. All security tags, where attached, must remain intact and unaltered.

Returns will not be accepted if:

1. The item has been worn, used, washed, altered, or damaged.
2. The item is returned in an unsellable condition.
3. Any security tag has been removed, replaced, or tampered with.

Items that do not meet the above return conditions will be sent back to the customer, and no refund will be issued.

Damaged or Incorrect Items:

If your order arrives damaged or you receive an incorrect item, please contact our Customer Care team via WhatsApp and/or email within 14 days of delivery or collection so we can assist you.

Exchanges:

Etoile La Boutique does not offer direct exchanges through our website. If you wish to purchase a different item, colour, or size, you will need to return your original item in accordance with our return policy and place a new order for your preferred item. Please note that the new order is subject to product availability and the applicable delivery terms.

Refunds:

Once your returned item has been received and inspected, and the return has been approved, your refund will be processed according to the original payment method used when placing your order.

Credit & Debit Card Refunds:

Refunds for online payments made using credit cards, debit cards, American Express, and Mada are typically processed within 14–21 business days. The time taken for the refund to reflect in your account depends on the processing timelines of our bank and your card-issuing bank. If your refund has not appeared in your account after this timeframe, please contact our Customer Care team via WhatsApp and/or email for assistance.

Tabby & Tamara Refunds:

Refunds for orders paid through Tabby or Tamara are typically completed within 10–14 days, including the payment provider's processing time. Etoile La Boutique processes the refund from our side, after which Tabby or Tamara is responsible for crediting the applicable amount back to you. The time taken for the refund to reflect may depend on the provider's processing timelines and your payment arrangement. If you have not received your refund within the expected timeframe, please contact our Customer Care team for assistance.

Cash on Delivery (COD) Refunds:

Refunds for orders paid using Cash on Delivery (COD) are processed via bank transfer only.

To arrange your refund:

1. Contact our Customer Care team via WhatsApp and/or email.
2. Provide your bank account details as requested by our team.
3. Once the required details have been received and verified, we will arrange the refund via bank transfer.

Cash refunds are not available for Cash on Delivery orders. All COD refunds will be made exclusively via bank transfer.

Cancellations:

Orders can only be cancelled while their status is ‘Placed’. Once an order enters processing, it can no longer be cancelled. In exceptional circumstances, Etoile La Boutique reserves the right to cancel an order. If this occurs, you will be notified via WhatsApp and/or email within 1–2 business days.

Cancellation Refunds:

1. If you cancel your order while it is still eligible for cancellation, a full refund will be issued.
2. If Etoile La Boutique cancels your order, a full refund will be issued using the original payment method, where applicable.

Refund processing times depend on the payment method and the relevant payment provider or bank.

Customer Care:

Our Customer Care team is available via WhatsApp and/or email from Monday to Friday, 9:00 AM – 6:00 PM (UAE time, GMT+4) to assist you with return requests, courier collection delays, return documentation, cancellations, and refund enquiries.