If you receive the wrong item, please arrange for the return of the item through the Order Details page, selecting "incorrect items received" as the return reason. Please note, the item must be returned in the same condition it was received in within 30 days of receipt for a full refund including, where applicable, original Order delivery charges, cash handling fees, taxes and any duties.
For any missing items in your order, please visit the Contact Us section and send us an e-mail with your order number and the missing item's name and number. Our team will look into your request and back to you in 2-3 business days.
If you receive a damaged item, please arrange for the return of the item through the Order Details page, selecting "Parcel damaged on arrival" as the return reason. Please note that depending on stock, a replacement may not be available, and that defective items may also benefit from a manufacturer's defects warranty.
You can add a gift note to any order through your cart on the My Bag page, by pressing on the Add Your Gift Note section. If you would like to add a note after you made your order, simply give us a call — please note, the request needs to be completed before your item is shipped.
Cancellation requests are final. To receive the items, simply make a new order.
For orders made in the UAE, invoices are not included with the order. For orders outside the UAE, the invoice is a mandatory part of the order due to customs and shipping, and cannot be removed.
The search bar allows you to search by brand, keyword, Product ID or description. The bar can be found on the top-left corner of the website, or at the top of the homepage on the app.
Any item that is sold out will mention Out of Stock on the product page. In rare cases, a product in your cart may become out of stock as you're in the check-out process and a notification will pop-up during the process. For out-of-stock items, keep them saved in your wishlist in case they come back in stock.
Currently, gift cards aren't available. However, we are working to add this feature so stay tuned! For more on gifting and rewards, please see the Amber Card section.
Ounass is exclusive to the UAE, KSA, Bahrain, Kuwait, Oman and Qatar. We currently do not ship to anywhere else in the world.
Simply browse the site, click on the desired item then click on the Add to Bag button. The item will then be in your cart, which you can visit by clicking on the bag icon on the top-right corner on desktop or at the bottom of the app. Continue shopping and once you're ready to place your order, revisit your cart and press on Secure Checkout. Follow the simple prompts to complete the checkout process.
After placing your order, you will receive an e-mail to inform you that your order has been received. However, this does not mean that your order has been confirmed. If paying by payment card or PayPal, your order will only be accepted once your card details or PayPal payment have been approved, the delivery address has been verified and the items are located and shipped. From here, you will then receive a second e-mail from us confirming your order. In the event of a problem, however, you will quickly be informed and your payment will not be processed. For all Cash on Delivery orders, a courtesy call will be made to confirm your address and telephone number. Your items will then be dispatched.
Currently, this service is not available. To change or add an item, the order has to be cancelled or another order has to be made. However, we're working on developing this option, so stay tuned.
Yes, however, this option is only available in the UAE and for Cash on Delivery payments Simply call us with the details of the items you wish to order at our toll-free number: 800686277. Our Customer Care team is available every day from 10am - 10pm, and can also be reached via e-mail at [email protected] or WhatsApp at +971529291013.
No, we do not charge any duties or customs tax.
No, we can currently only ship to one address per order.
Although items do come back in stock, product availability depends on the brand's stock so we cannot identify when an item will be back on the website. To keep track, simply add the item to your wishlist and subscribe to our newsletters to stay updated. You can also check the New In section every Monday for all new additions. Items that are restocked will feature the Back in Stock tag.
This depends on the item and the brand, the packaging is specified on the product's page under the description.
We are sorry to hear that, please wait 10 minutes as it may be a delay from our system. If you still haven't received your confirmation with your invoice, please contact our Customer Care team through the Contact Us page.
To use your store credit balance you can follow these steps: log into your account, add your desited items to cart and visit your shopping bag. There, select the option to use your store credit balance then proceed to the checkout. Your amount will automatically be deducated from the total cost of your order. For more help, feel free to call our Customer Care team.
We current accept payments through Visa, Mastercard, American Express, PayPal, mada, KNET, Apple Pay, Cash on Delivery and store credit. Cash on Delivery is only permitted for orders of up to 50,000 AED in the UAE, 50,000 SAR in KSA, 347 OMR in Oman, 274 KWD in Kuwait or 1,000 BHD in Bahrain. Cash on Delivery is currently not available in Qatar.
This may happen for a few reasons, like the CVV number not matching your card, the card number is wrong, or that your card has insufficient funds. In these cases, you will see an instant message on your order review screen. If the error presists, please contact your bank to see if there's an issue with your card.
Promotional codes are valid only in accordance with their terms, until the date stated, are not redeemable for cash and cannot be used in conjunction with any other offer, sale or promotion. Some codes are also only available for a single use.
Unfortunately, you can only use one code at a time.
If an item you purchase goes on sale within 5 days of your purchase, your item qualifies for the discounted price. Please note, the item must be in the same size and colour that was purchased. The difference between the purchase price and the sale price will be provided through a coupon code with no exclusions or expiry. Sale items with further reductions do not qualify for Price Difference. To claim the discount, contact us through our Contact Us page.
If your bank offers instalment plans with Ounass, you have the option to convert your purchases into monthly instalments, subject to the Terms & Conditions of your bank. This option will be made available to you during checkout, where you can select the period of time over which you want to spread the payments for the purchase along with any fees or interest, if applicable.
No, instalment plans are currently only available on orders placed in the UAE and KSA.
No, instalment plan are only available on purchases made via credit cards.
Please see the Partner Banks list on the Instalments Guide page for more information.
After you complete your order with us, it will take 2 days to send your information to your bank. An additional 3-5 working days will be taken by your bank to convert the amount into instalments. A total of 5-7 days will be required for the purchase to show up on your credit card statement. If the instalment plan is converted by your bank, you will also receive an SMS confirmation from them.
We will cancel the order and refund the complete order amount to your bank. However, please contact your bank to cancel the instalment plan. In case of cancellation, the Processing Fee might not be refunded, therefore please confirm the refund policies with your bank.
Please communicate with your bank for more details about your instalment plan. To find out which purchases were made on instalment, please visit the Order Details page under My Account, where you will be able to see your selected instalment plans under Payment Information.
We now accept Apple Pay to facilitate payment on our app and devices that support Apple Pay. If you are using Apple Pay on a Mac device, you will only see this payment option available on Safari browsers whilst using iOS. You can pay with Apple Pay using a Visa, Mastercard or American Express. To pay using Apple Pay, add the items to your bag and when you are ready to place your order, select Apple Pay at checkout.
The currency will default to the currency of the region you are shopping from, which you can change at the top left hand side of the homepage. For mobile app, this can be changed from the menu.
No, we can currently only ship to one address per order.
For GCC countries, please get in touch with the couirer to rearrange your delivery by providing them with your tracking number.
To change your delivery time, please get in touch with the Customer Care team and they will fulfil your request.
If you have not received your free gift, it means the stock has finished. Please note that gifts are only available until stock lasts.
You can cancel your order when your order status is set as Ordered, before it's shipped. To cancel, simply visit the Order Details page through My Account, and select the Cancel button. If the payment has already been deducted from your account, you will be refunded in 7-10 working days.
If you order has already been processed and shipped, please wait for delivery then schedule a return by selected the Return Items button on the Order Delivery page.
Please get in touch with our Customer Care team and have your Order ID and the correct address ready. We will look into your request and get back to you within 4 working days.
Tracking your order is very easy, simply visit My Orders under More on the app or My Account on desktop. You will see the status of your order as Ordered, Shipped or Delivered. You can also visit Track My Order, available on the app menu and the footer of the website.
Orders made within KSA, Oman, Bahrain, Qatar and Kuwait may take 2-6 days to be delivered. To check the status, pelase visit Track My Order or My Orders. If we were unable to reach you at the scheduled deliver time, our team will have 2 more attempts — if you miss all deivery attemps, the package will be returned to our warehouse and your order will be cancelled. You will then receive your refund within 7-10 business days.
Simply contact our Customer Care team to change your address or reschedule your delivery. However, if your order has been shipped or if you placed your order via PayPal, you will not be able to change your address. Please note, any address changes need to be within the original country of delivery.
Free delivery for orders above 500 SAR, and a 50 SAR shipping fee for orders under 500 SAR.
Please see the delivery timelines below for each country:
Store credit can only be added to your account if you have intiated a return for your Cash on Delivery order or any promotional activity from Ounass.
Returns are extremely easy and simply, just visit My Orders from More via app or My Account via desktop, then click on your specific order and press on the Return button then add the return reason. For orders outside the UAE, continue to selecting your pick-up date, time and place then submit your request. Please make sure you have your Air Way Bill printed, if you don't find it in your box, please contact our Customer Care team and we will send it to you within 48 hours.
The return air waybill (AWB) will be inside your delivery box. If you lost the paper or have not received it, please request it from Customer Care team and we will send it to you within 48 hours.
To check the refunded amount, please check your return request confirmation e-mail which will include the breakdown of your refund and the credit memo.
Editing a return request is not possible. However, you may simply do so at pick-up, by adding in all the items that you would like to return even if they have not been requested in your official return request. We will then process the refund once they have reached our warehouse and the quality check is performed.
As per our policy, the eligible items can be returned up to 30 days only.
Before creating a return request, please make sure that your order status is marked as Complete. If the status has not been updated yet, please send us an inquiry with your order number and we will get back to you confirming that you can proceed with your return. If you have already placed a Return Request for an order, you will not be able to place a second one for the same order before the process is complete.
Kinldy contact our Customer Care team and they will cancel your request.
Unfortunately, exchanges are currently unavailable. Instead, please return your item within 30 days and make a new order.
Once your Return Request is submitted and the order has been collected, the items return go through a quality check where our specialists evaluate the item within 2-3 days. You will then receive an e-mail confirming the approval or rejection of your request. If approved, you will receive your refund within 7-10 days. If rejected, the item will be sent back and you will not receive a refund. Please see below for the refund methods for each type of payment:
Please note that MADA refunds take longer when the refund is processed after 14 days (post purchase date). Hence, according to MADA Guidelines, the refund doesn’t happen automatically but a manual request is shared with the bank to refund the amount to your account.
Therefore, once your Return Request is submitted and the order has been collected, the items go through a quality check where our specialists evaluate the item within 2-3 days. You will then receive an e-mail confirming the approval or rejection of your request. If approved, you will receive your MADA refund within 2-3 weeks once bank has processed the refund request.
Alternatively, if you opt for store credit refund, amount will be refunded to your account as store credit within 24 hours.
For any gift returns, please contact our Customer Care team and they will be able to assist you. Please note that when a return is made, the account from which the order was made will receive an automated notification for the return.
You can monitor your return through My Orders via More on app or My Account on desktop. The statuses indicate the following:
Cash on Delivery orders are refunded as store credit and can be use anywhere across the website, however, receiving back the cash is not available.
We offer a 30-day returns policy. Items must be unworn, unused, in the original packaging with the tags still attached and in a resellable condition. We do not currently offer exchanges however, we do offer full refunds on eligible returns. Please note that the following items cannot be returned: beauty, grooming, underwear, earrings, candles, face masks and vintage pieces.
We love to hear your thoughts and create an even more luxurious experience, you can share your feedback by using this form. You can also send us your feedback through the e-mail you will receive to evaluate your experience.
Returns are cost-free.
On your app, visit More on the bottom right corner then click on your name and visit My Addresses. On Desktop, visit My Account then click on My Address Book. Select the address with the number you'd like to update, click Edit then press on Save once the change has been made.
On your app, visit More on the bottom right corner then click on your name and visit My Addresses. On Desktop, visit My Account then click on My Address Book. Select the address you'd like to update, click Edit then press on Save once the change has been made.
Simply visit My Orders through More on your app or My Account on your desktop.
To unsubscribe, go to Settings on your app by clicking on More, or visiting Account on desktop and clicking on Communication Preferences. From there, you can edit your subscription preferences. If you used your Apple ID to subscribe, please make sure you're using the same e-mail when you're unsubscribing. To check which e-mail is associated with your account, just visit My Account.
You can contact our Customer Care team via phone on the details listed below or through e-mail at [email protected] or WhatsApp at +971529291013. The Customer Care toll-free numbers per country are:
For more on careers, please visit Al Tayer at https://www.altayer.com/ and visit Careers.
You do not need an account to shop at Ounass by checking out as a guest. However, having an account means exclusive member benefits including sales and VIP offers, new season previews and new additions updates, saving your wishlist items, saving your address and payment details for fast checkout, easy order tracking and updates and much more.
If you are a registered user and forget your password, click on Forgot Password at log-in and you will receive an e-mail with instructions on how to reset it. For any other technical difficulties, please contact our Customer Care team.