FREQUENTLY ASKED QUESTIONS (FAQ)

General Enquiries

Who can buy from Dune London?

Any individual 18 years of age and legally allowed to shop in the Saudi Arabia can shop at Dune London. They need to possess a valid credit/debit card (Visa/Mastercard) issued by an authorized bank.

How do I shop at Dune London?

You can visit our how-to shop section link at the end of every page.

How can I contact Dune London?

You can call us at Tel. No +971 800 3852 633 between 9:00 am to 9:00 pm (ET) and speak to our customer service representative or email us at support@dunelondon.ae for any inquiries you have about Dune London or your order and we’ll get back to you within 1-3 working days.

How can I stop Dune London e-mails from landing in my spam mail folder?

We take care to not spam our valuable customers' mailboxes. However, sometimes our emails may land in your spam/junk mail folder. You will need to add Dune London mail ids (support@dunelondon.ae) into your trusted sender list.

How do I unsubscribe from the mailing list?

To unsubscribe, please login to your account on our website and follow these steps:

1- Click on the 'My Account' button at the bottom of the website

2- Click on the 'Subscription'

3-Un-tick the "Email Subscription" check box and click 'Save'

4- If you wish to subscribe to the newsletters again at any time, simply navigate to this section, tick the box and click 'Save'.

Payments

How can I make a payment?

Payment can be made via all Credit Cards and Debit Cards (Visa/Mastercard), and Cash on Delivery,Tabby and Apple Pay

Do you accept payment through Cheque or Demand Draft?

No, presently we are not accepting payment through Cheques or Demand Draft.

Can I buy Dune London gift card online?

Yes, you can buy a online gift card, which can be redeemed on Dune London. However, the same gift voucher cannot be redeemed in store. Once gift cards are ordered shall not be canceled or returned.

How can I stop my payment in case my card has been misused or a purchase made fraudulently?

You may report the incident to your card issuing bank.

What should I do if my credit card has been compromised?

Please refer to our privacy policy, which mentions that we do not collect or receive your credit card information, and your money is collected directly on the bank payment gateway. If you think that your credit card has been compromised, then immediately report the same to your card issuing bank.

Can I pay in-store for a product bought online?

No, we currently do not support this facility.

Merchandise

Is there any difference between the merchandise sold at Dune London and Dune London stores?

Dune London offers the same quality of merchandise as sold in Dune London stores.

What do we use your information for?

We collect information from you when you register on our site or fill out a form. When ordering or registering on our site, as appropriate, you may be asked to enter your name or e-mail address. You may, however, visit our site anonymously.

How do I know my size? Do you have any size charts?

We provide size charts for men and women on the Dune London website. Go to the Size Chart section to know the best size for you.

Cancellation / Returns / Refund

What happens when an item goes out of stock?

- If an item is out of stock while you are adding it to your shopping bag, you will be informed immediately and the merchandise won't get added to the shopping bag.

- If the item is out of stock after it has been added to your shopping bag but before check out is completed, you will be informed at the time of check out. You then need to remove it from your bag before proceeding to check out.

- If an item goes out of stock after you placed the order and received an order confirmation, then we will do our best to fulfill the order by sourcing the selected item. In circumstances that we are not able to source it for you, or if it's going to take longer than 9 days to ship, we will inform you about the delay and cancel the order and shall reverse any charges made to your credit/debit card.

Is there a limit to the quantity of items I can order?

No, however, when the order quantities are large, we may verify in order to ensure your security, to confirm that you have indeed ordered for these items.

How can I cancel my order?

You can cancel the order fully or partially before it is shipped. However, you cannot cancel your order for the loyalty points or gift vouchers, once placed. To check the status of whether your order has been shipped or not, click on the "Track My Order" button at the bottom of the page, and then go to the specific order, which will indicate the shipping status of each merchandise in your order.

What is your return/exchange policy?

We offer a 14-day refund and exchange policy, which is applicable to most products sold on Dune London. Please refer to our returns policy for more details.

In case I change my mind about the color/size picked up, can I have it exchanged?

Yes, for most products, you can exchange unused items. Some products are excluded from this for hygiene reasons. For more details on which products cannot be exchanged or returned, please refer to our returns policy.

How can I return a product?

You may return a product using one of the following methods:

1. Most products can be returned by logging in to your account under My Orders>Return.We shall process the return subject to receipt of the merchandise in unused condition in its original packaging along with original tags and invoice.

2. You may call Dune London customer care on +971 800 3852 633, and request a return or exchange. We will arrange for the merchandise to be collected from the delivery address through courier, and returned to us. We shall process the return subject to receipt of the merchandise at our location in unused condition in its original packaging along with original tags and invoice.Failing return/exchange/refund may be possible. For Details please refer to our returns policy.

Can I return or exchange a product by mail/courier?

Yes, this is possible. You will need to call our Customer Service Representative(+971 800 3852 633) and register your request. After we receive your request, we would get in touch with you and explain the process of returning the product through courier. For more details, please refer to our returns policy.

How can I return/exchange a product if there is no Dune London store in my city?

You may call Dune London customer service, and request to them a return or exchange. We will manage for the merchandise to be collected from the delivery address through courier and returned to us. We shall process the return subject to receipt of the merchandise at our location in unused condition in its original packaging along with original tags and invoice, if failed then the return/exchange/refund may not be possible.

How do I get a refund for the product which I have returned or canceled?

You will receive your money in the same method in which you paid for the purchase. However, for COD (Cash on Delivery)returns, you will be provided with a credit note which you can utilize to shop at any of our physical stores.

Can I get warranty/guarantee for the product I purchased?

If manufacturer warranty/guarantee is associated with the item, it would be mentioned along with the other product details.

Shipping

Where do you deliver?

We currently deliver to major cities in the Saudi Arabia.

What is your shipping policy?

Please refer to our Delivery section for details.

Are there any places/items for which delivery might take longer?

Expected time taken to dispatch the shipment is given against each product on the respective product details page. Typically all Saudi Arabia deliveries are completed within 1-2 days once we receive your order we make all attempts to deliver within the committed time. However, it might take longer than expected in some far to reach areas, due to poor logistics connectivity.

What happens in case I am not available when you deliver the order?

Our shipping company will come again to your delivery address. You should plan and coordinate the purchase in a manner that someone will accept the merchandise in your absence.

What if only part of my order has arrived?

In some cases, some items may not be ready to ship, and so we may ship a partial order of the order which is ready to ship. The remaining items shall be shipped as soon as they become available, but not later than 9 days from your order. If we are not able to ship the item within 9 days from your order, we will cancel the unshipped items and shall inform you about it. For more details you can check order status in My Account section.

What do I do if my order arrives damaged?

If you find that the order is damaged before accepting the delivery, please refuse the delivery and immediately inform us. Once you have accepted the delivery and realized that the order is damaged, then please feel free to get in touch with us within 14 days of receiving the order. For more details please refer to our returns policy.

Can I change the shipping address of my order?

You can change the shipping address before your order is billed and shipped by calling Customer Care on +971 800 3852 633 from 9:00 am to 9:00 pm (ET) Sunday through Saturday.

Can you hold my order in case I am not available?

You can call us at Customer Care to inform us about such situation, and we shall try to accommodate your instructions. However, we cannot hold your orders for shipment beyond 9 days from the date of the order.

What are the shipping charges and/or is there are any additional delivery charges?

If you want more information, you can see our delivery policy.

Does the ordered product's price include shipping charges?

The shipping charges and service tax will be added to your order amount on the billing page after you have indicated the recipient's shipping address.

How can I Track my Order?

You can check through "Track My Order" on the Dune London website in My Account section.

Do I have to pay shipping to return an item?

If you are not satisfied with your purchase of an item for any reason and wish to return the product as per the Returns Policy through courier pickup arranged by us, you do not have to pay any courier charges for the return of the product for the shipment purpose.

What should I do if I get a different item than what I have ordered?

We will take utmost care of your order. Rarely do the orders get mixed up. If this happened, you can contact us within 24 hours of receiving the delivery.

Privacy / Security

What is your privacy policy?

Be assured that we do not store your card details. When you enter the card details you are redirected to the respective bank's secure payment site. Bank exchanges the data provided by you with your card issuing bank through a Secured Socket Layer. Your card issuing bank authorizes or rejects the transaction, based on which we process or reject the order. At no point do we receive/store your card details. Please refer to Secure Shopping for more details.

Is the information I enter encrypted?

Yes, we encrypt all credit/debit card or payment information using 128-bit encryption programs.

Registration

Is registration on the website compulsory?

No, it is not compulsory to register to shop at Dune London to browse.

Is my personal information secure?

You can check our privacy policy Secure Shopping commitment.

How do we protect your information?

We implement a variety of security measures to maintain the safety of your personal information when you access your personal information.

Is there any charge for registration on the website?

We offer free registration on the Dune London website.

When does my registration expire?

Registrations do not expire. If your account is inactive for a long period of time we will suspend it or de-activate it, in which case, you can immediately contact our Customer Service Representative on phone to activate the account. We will reactivate your account after verification to confirm your identity.

What is the purpose of registering?

If you are a registered member, you will get the following benefits:

1. Checkout - Sign in and proceed to checkout for quick ordering.

2. Order History - Review details of your Order.

3. Address Book - Create and save addresses of your family & friends for faster check out.

What happens if I forget my password?

We can retrieve your password when you go to the forgot password page, and enter your email ID registered with us. We will reply through email to create a new password.

Can I edit my personal information?

Yes, it is possible to change your information; this can be done in the My Account section under edit profile tab. You will be able to modify your name, gender, and date of birth, and phone number.

What happens in case I forget my Login ID?

You can write to us at support@dunelondon.ae while writing the following details: date of birth, first name, last name, address, and past order number if any.