Returns

Last updated: 21 October 2026

Our returns policy

Our products are sent to you directly by our suppliers, and they take back only items that are faulty, damaged or wrong. So our policy follows theirs, on top of your legal rights:

• Faulty, damaged or wrong item? We'll make it right for free. Tell us within 30 days of delivery. You pay nothing: we cover any return postage, and we may ask for photos and may not need the item back.
• We do not accept returns for a change of mind. That includes an item you no longer want or that does not fit, as long as it is as described and works as it should. Please check the description, sizes and measurements on the product page before you buy.

Some items have their own rules, always shown on the product page before you buy:

• Hygiene and sealed items cannot come back once opened or used, unless they are faulty.

How to return something

If you have an account

1. Sign in and go to Your account > Returns. Delivered orders with items you can still return are listed there.
2. Choose the items, tell us what is wrong, and choose a refund to your original payment method or store credit.
3. You get a return reference (it starts with RMA-) straight away. We check your request, usually within one working day.
4. Once it is approved, write the return reference on the parcel and send it to the address we give you (we may not need it back, and we will say so). Then press "I've sent it" on the return.
5. You can follow the return in your account, and cancel it any time before you send it.

By email

If you checked out as a guest, or prefer email, contact us with your order number (for example VS-2026-000123) and the items you want to return. We will reply with a return reference and the address to send it to.

Sending it back

Please send items back with any tags and accessories and, where possible, in the original packaging. Keep your proof of sending until your refund arrives. We cover the cost of returning faulty, damaged or wrong items.

Refunds and replacements

• Once we have received and checked the item, we will refund you to your original payment method, add store credit to your account if you chose it, or send a replacement of the same item if you asked for one.
• Store credit appears in your account as soon as the return is checked. A refund to your card usually takes a few working days to appear, depending on your bank.
• If you paid cash on delivery, we will agree with you how to refund you, or add store credit to your account if you prefer.
• When you send back the whole order because it is faulty, damaged or wrong, we also refund the standard delivery charge you paid.

Damaged, faulty or wrong items

If something arrives damaged, faulty or is not what you ordered, tell us within 30 days of delivery: start a return in your account or contact us with your order number. Photos help us sort it out quickly. We cover the return postage (and may not need the item back), and we will send a replacement or give you a full refund, including the delivery charge when the whole order is affected.

Your legal rights

Faulty goods

Under UAE Federal Law No. 15 of 2020 on Consumer Protection, goods must match their description and be free from defects. If they are not, you may be entitled to have them repaired or replaced, or to a refund, as that law provides.

Nothing on this page affects your rights under UAE consumer protection law.