FREQUENTLY ASKED QUESTIONS
Returns & Credit
- Returns Policy
Please note, all items must be returned from the original shipping country, unworn and unwashed with all original packaging and tags attached within 14 days from delivery date. You can only apply one return request per order. Unfortunately we do not offer refunds on any goods purchased at Airam, we provide exchange and credit note solutions.
Return Fee Label Charges:
|
Countries |
Return Label Fee |
|
United Arab Emirates |
FREE Returns |
|
Saudi Arabia |
33 AED |
|
Egypt, Lebanon, Jordan |
33 AED |
|
Qatar |
33 AED |
|
United States / Asia |
33 AED |
|
Canada |
51 AED |
|
United Kingdom |
44 AED |
|
Europe |
44 AED |
|
Rest Of the World |
66 AED |
- How do I return items?
Please use the email address you used when placing your order. Once your return has arrived at our warehouse, our team will then check that the items are in their original condition. This process typically takes 5-10 business days. Once your return is accepted, a credit note will be issued.
- Can I exchange an item for an incorrect size, colour or item itself?
We offer free exchanges within 30 days from the delivery date, as long as your item is in its original condition with all packaging and tags. Please note we can only exchange for a different size, and not a different style, exchanges are available only in the UAE.
If you are located outside of the UAE and you wish to exchange, simply return your item(s) ordered for a refund and purchase the new item separately.
- How can I track my return?
You can track your return by using the tracking link provided in the email we sent you with your returns email request.
Once the refund is processed you will receive an email to update you. The process typically takes 5-10 business days from the day we receive your return at the warehouse.
- Have you received my returned items?
You can track your return on its journey back to us by using the tracking link provided in the email we sent you with your returns label.
Once your return has arrived at our warehouse, our team will then check that the items are in their original condition. This process typically takes 5-10 business days.
Once your return is accepted, a credit note will be issued for future purchases.You will be informed of your credit note via email confirmation.
*Please note that if your item does not pass our checks, you will be notified via email and it will be sent back to you at your cost.
Our business days are Monday to Friday.
- Will I have to pay for my return?
All returns and exchanges are FREE of charge.
Please note there is no cost to exchange your purchase, although if you’re based outside the UK or EU, taxes and duties are applicable.
- Can I claim my taxes and duties back if I return my order?
As taxes and duties are payable to DHL and Aramex, unfortunately we cannot refund these and we apologize for any inconvenience.
We recommend that you contact DHL and Aramex directly to make a claim.
- Will you refund my shipping fees if I make a return?
Your delivery charge will be refunded in some circumstances, for example if your entire order was faulty or incorrect, or if your order was canceled.
Delivery & Shipping
- What are the shipping times and charges?
Orders are processed from Monday to Saturday during working hours processed the next working day (not including public holidays). When your order has left our warehouse, you will be updated throughout its journey. Please use the tracking link provided in the shipping email for the most up to date status of your order. Shipping times differ by destination.
We offer a bespoke express solution with DHS, for further information email us on: connect@airamatelier.com
|
Country |
Charges |
Delivery Time |
|
United Arab Emirates |
Free Shipping On Orders Over 1450 AED |
1 - 2 Business Days |
|
Saudi Arabia |
Free Shipping On Orders Over 1450 AED 30 AED Delivery Charges On Order Below 1450 AED |
2-3 Business Days |
|
Egypt, Lebanon, Jordan |
Free Shipping On Orders Over 1450 AED 30 AED Delivery Charges On Order Below 1450 AED |
3-5 Business Days |
|
Qatar |
Free Shipping On Orders Over 1450 AED 30 AED Delivery Charges On Order Below 1450 AED |
2-3 Business Days |
|
Bahrain |
Free Shipping On Orders Over 1450 AED |
1 - 2 Business Days |
|
United States |
Free Shipping On Orders Over 600 AED |
5 - 7 Business Days |
|
Canada |
Free Shipping On Orders Over 1600 AED |
5 - 7 Business Days |
|
United Kingdom |
Free Shipping On Orders Over 1600 AED 30 AED Delivery Charges On Order Below 1600 AED |
5 - 7 Business Days |
|
Europe |
Free Shipping On Orders Over 600 AED 30 AED Delivery Charges On Order Below 1600 AED |
4-6 Business Days |
|
Rest Of World |
Free Shipping On Orders Over 1600 AED 30 AED Delivery Charges On Order Below 1600 AED |
8- 10 Business Days |
Unfortunately, we are sorry to inform you that we do not ship to the below countries:
- Crimea Region (Russia or Ukrainian zip codes between 95000 and 98690)
- Democratic Republic of Congo,
- Iran
- Iraq
- Libya
- North Korea
- Russian Federation, Somalia
- What if I am not there to receive my order?
The courier will normally reattempt delivery within 48hrs, however, to avoid any delays we recommend contacting DHL here to reschedule the delivery at your earliest convenience to avoid the parcel being returned to us.
Please be aware that once a parcel is returned to our warehouse, we will be unable to reship your order back to you.
- Do you ship in my country?
We are pleased to confirm that we offer worldwide shipping!*
*Please note that we are unable to deliver to some countries and we apologize for any inconvenience caused. We are currently unable to deliver to the countries below:
Crimea Region (Russia or Ukrainian zip codes between 95000 and 98690), Democratic Republic of Congo, Syria, Iran, Iraq, Libya, North Korea, Russian Federation, Somalia, Sudan
- Where do you ship from?
We ship all of our orders from the United Arab Emirates, where our warehouse is based.
- Do you offer express shipping?
We currently offer express shipping for all international orders.
- Can I redirect my order to a different shipping address?
Unfortunately, we are unable to redirect orders to a different address once they have been shipped.
- Can you deliver to a P.O. Box address?
We are currently unable to ship to PO Box and APO addresses.
- Couriers have requested additional information from me before they can deliver my parcel. What should I do?
Occasionally couriers will require additional information such as a passport copy, or an updated contact number before they can make a delivery.
Please respond to a courier as soon as possible, to avoid your order being returned back to us. Please note that we cannot reship orders that have been returned to our warehouse. If your order is returned to us, please let us know so we can make sure your refund is processed accordingly. Please see our returns policy here for further information.
Orders
- Where is my order?
Orders are processed from Monday to Saturday during working hours processed the next working day (not including public holidays). When your order has left our warehouse, you will be updated throughout its journey. Please use the tracking link provided in the shipping email for the most up to date status of your order. Shipping times differ by destination.
|
Country |
Charges |
Delivery Time |
|
United Arab Emirates |
Free Shipping On Orders Over 1450 AED |
1 - 2 Business Days |
|
Saudi Arabia |
Free Shipping On Orders Over 1450 AED 30 AED Delivery Charges On Order Below 1450 AED |
2-3 Business Days |
|
Egypt, Lebanon, Jordan |
Free Shipping On Orders Over 1450 AED 30 AED Delivery Charges On Order Below 1450 AED |
3-5 Business Days |
|
Qatar |
Free Shipping On Orders Over 1450 AED 30 AED Delivery Charges On Order Below 1450 AED |
2-3 Business Days |
|
Bahrain |
Free Shipping On Orders Over 1450 AED |
1 - 2 Business Days |
|
United States |
Free Shipping On Orders Over 600 AED |
5 - 7 Business Days |
|
Canada |
Free Shipping On Orders Over 1600 AED |
5 - 7 Business Days |
|
United Kingdom |
Free Shipping On Orders Over 1600 AED 30 AED Delivery Charges On Order Below 1600 AED |
5 - 7 Business Days |
|
Europe |
Free Shipping On Orders Over 600 AED 30 AED Delivery Charges On Order Below 1600 AED |
4-6 Business Days |
|
Rest Of World |
Free Shipping On Orders Over 1600 AED 30 AED Delivery Charges On Order Below 1600 AED |
8- 10 Business Days |
Unfortunately, we are sorry to inform you that we do not ship to the below countries:
- Crimea Region (Russia or Ukrainian zip codes between 95000 and 98690)
- Democratic Republic of Congo,
- Iran
- Iraq
- Libya
- North Korea
- Russian Federation, Somalia
- I want to change my order
We’re unable to make any changes to your order once you’ve hit the ‘place order’ button, this includes the following:
- Changing the item or size, delivery /billing address
- Adding items to your order
- Shipping method
Email us on: connect@airamatelier.com
- I ordered the wrong item or to the wrong address
In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:
- Your order number
- The name of the item you receives in its place
- The name of the item you did not receive
- A clear photograph of the item you have received, including logo
Email us on: connect@airamatelier.com
ALL CLAIMS FOR ORDERS ARRIVING WITH AN INCORRECT ITEM MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.
- I received the wrong item, what should I do?
If you have received what you believe to be a faulty item, please provide following information so we can look into this for you:
- Order number
- A description of the fault
- Pictures of the fault
Email us on: connect@airamatelier.com
- An item is missing from my order, what should I do?
The missing item(s) may have gone out of stock. Please check your emails, including your junk mail, to see if we have contacted you about this.
If not, please provide following information so we can look into this for you:
- Order number
- Details of the missing item(s)
- Any invoice associated with the order
Email us on: connect@airamatelier.com
- I didn’t receive an order confirmation, what should I do?
Please check your emails, including your junk mail, to see if we have contacted you about this.
If not, please provide following information so we can look into this for you:
- Email Address
- Your name
- Contact number
- The last four digits of the card number that was used to place the order
Email us on: connect@airamatelier.com
- My order is showing as delivered, but I haven’t received it. What should I do?
If your order has not arrived, please check your tracking details which you can find in your shipping confirmation email. It may be that no one was home when a delivery attempt was made, so the courier will attempt to re-deliver this to you on the following working day.
If you're unable to locate the package, email us on: connect@airamatelier.com
- I received the wrong tracking number for my order, what should I do?
We are so sorry that you have been sent the wrong information.
Please provide your order number so we can look into this for you.
Email us on: connect@airamatelier.com
- My parcel arrived damaged, what should I do?
If your parcel has arrived to you in a damaged state, please provide following information so we can look into this for you:
- Order number
- Pictures of the damaged parcel
- A description of the damage
- Can I cancel my order?
Please note that our Customer Care team is not able to cancel or amend your order for you and we apologize for any inconvenience caused.
- How do I track my order?
Log into your account through our online store, check out the fulfilment status against your order. If the order has been fulfilled, click onto the order information & you can find your tracking information here.
As soon as your order has been fulfilled, you'll receive a shipping confirmation email. You will then be able to track your order through the tracking link on the email.
If you haven't received an email yet, not to worry! Your order will usually take around 24-48 hours to be dispatched.
*Please note, tracking can take around 24-48 hours to update after dispatch.
Payment Methods
- What are the available payment methods?
You can use any of the payment methods below to place an order:
- Master Card, Visa Card, Mada Card.
- When do you charge the credit card?
When you are placing your order and click on the pay now button the transaction will automatically be deducted from your bank account.
- What currencies can I use to pay?
We currently offer payments only in AED currency.
We are looking to expand our currency options in the future!
- My payment failed, but I was still charged. What should I do?
If your payment failed but you were still charged, it may be that your bank has taken the funds as a pre-authorization and the money will bounce back to your account.
As we don't have visibility of this, we recommend contacting your bank directly if the funds don't bounce back.
If you are still having issues, please provide the following information so we can assist you further:
- Email address that was used for the attempted purchase
- Order amount
- Time and date for the attempted order
- Last four digits of the card used for the attempted purchase
Email us on: connect@airamatelier.com
- My payment was declined. What should I do?
If your payment was declined we recommend that you check the following:
- Check that your card's details (such as the security code, billing address, expiry date etc.) match what you've entered into our system.
- Check whether your card has expired
- Try using another card
If you are still having issues placing an order, we recommend contacting your bank directly as they may have another reason to decline or block the payment. Your bank won't share this information with us, so we will be unable to tell you why the payment has been declined.
Technical Problems
- Problems trying to login into your account?
If you're facing troubles signing in into your account, other than incorrect password or username. Email us on: connect@airamatelier.com
- Delete your account
We're very sorry to see you go, to delete your account please reach out to us by email: connect@airamatelier.com
- Forget your password or username
If you've forgotten your password or username, go to the login screen and click the ‘forgot password’ or ‘forget username’ button. On the next page, you'll be asked to enter your email address.
You will receive an email asking you to change your password. To change your password, open the email and click the link. You'll be taken to a new screen where you can enter your new password.
General Information
- Contact Us
Email: connect@airamatelier.com
Telephone: +971 52 591 4200
- Careers
Looking for an opportunity to join an exciting creative team? We’d love to hear from you, email us on connect@airamatelier.com