Refund policy

1. Overview

At Charmolé Studio, we want you to be completely satisfied with your purchase. We offer a straightforward, customer-friendly return and refund policy that complies with UAE and KSA consumer protection regulations. If you’re not happy with your order, we make it easy to return it. This policy applies to orders delivered within the UAE and to the Kingdom of Saudi Arabia (KSA).

2. Return Window

You have 14 days from the date you receive your order to initiate a return. The return window is calculated from the delivery date shown in your tracking information. For KSA orders, the 14-day window begins from the date shown on Shipa Delivery’s delivery confirmation. After 14 days, returns cannot be accepted.

3. Eligibility for Returns

For your return to be accepted, the item must meet the following conditions:

  • Item must be unused and in its original condition
  • Original packaging may be opened, but the item inside must not have been used
  • All original tags, labels, and packaging materials must be included
  • Item must not show signs of wear, damage, or misuse

4. Defective or Damaged Items

If your item arrives damaged, defective, or not as described, you are eligible for a full refund or replacement regardless of the 14-day return window. Please contact us immediately with photos of the damage or defect and your order number. We will investigate and resolve the issue promptly.

5. How to Initiate a Return

To start a return, email our customer support team at info[at]charmole.com. Use the subject line format below and include the following details in your email:

Subject line: “Return Request for Order [Your Order Number]”

Example: “Return Request for Order #12345”

In your email, please include the item(s) you wish to return (product name and quantity).


6. Return Shipping

UAE Orders

A return shipping fee of AED 44 will be deducted from your refund to cover the two-way delivery costs: our initial shipment to you and Quiqup’s pickup of your return. You will receive an email with pickup instructions and a packing slip to print. Items must be sealed in original packaging for collection. Quiqup couriers will attempt to collect your return the next business day and send you a WhatsApp confirmation. Alternatively, you may drop off your return at a Quiqup pickup point to avoid the pickup fee. Please contact us at info[at]charmole.com to arrange a drop-off location.

KSA Orders

A return shipping fee of AED 40 will be deducted from your refund to cover the cost of the reverse cross-border shipment back to our UAE warehouse. Returns from Saudi Arabia are handled via Shipa Delivery. To initiate a return, email us at info[at]charmole.com and we will coordinate the reverse pickup with Shipa Delivery. Please note that returns from KSA can only be collected after you have acknowledged and signed receipt of the original shipment. Any customs duties or VAT incurred on the return shipment back to our UAE warehouse will also be deducted from the refund amount.

7. Refund Processing

Once we receive your returned item, we will inspect it to ensure it meets the return eligibility criteria outlined in Section 3. If approved, your refund will be processed within 5 business days. The refund will be credited to your original payment method. Please allow 5–10 business days for the funds to appear in your bank account or payment platform, as this depends on your financial institution.

8. KSA Delivery Timelines

Orders to Saudi Arabia are shipped via Shipa Delivery (cross-border door-to-door from UAE). The estimated delivery timeline is 3 to 6 business days from the date of dispatch. Please note the following regarding dispatch schedules:

  • Orders placed before 11:00 AM are eligible for same-day dispatch
  • Orders placed after 11:00 AM will be dispatched the following business day
  • There is no dispatch on Sundays
  • There is no delivery in KSA on Fridays

Delivery timelines are estimates only and may be subject to delays due to customs clearance, public holidays, force majeure events, or other circumstances outside our courier’s control.

9. Non-Returnable Items

The following items cannot be returned for change-of-mind reasons, though they may be eligible for return if defective or damaged:

  • Custom-made or personalised items

  • Items that have been used or show visible signs of wear

  • Items missing original packaging or tags

  • Items purchased on final sale (if applicable)

10. Warranty and Defect Claims

If your item arrives defective or damaged, you are entitled to a full refund or replacement at Charmolé Studio’s discretion, regardless of the 14-day return window. Please contact us immediately at info[at]charmole.com with photos and details of the defect or damage. We will investigate and resolve the issue promptly. Defect claims are separate from standard returns and do not count against your 14-day return window.

11. Refund Methods

Refunds will be issued to the original payment method used at checkout. If you paid by credit card, debit card, or digital wallet, the refund will be credited to that account. Original shipping costs are non-refundable unless the return is due to a defect or error on our part.

12. Disputes and Complaints

If you have a dispute regarding a return or refund, please contact our customer support team at info[at]charmole.com with your order number and details. We will work to resolve the issue fairly and in accordance with applicable consumer protection laws. UAE customers may lodge a complaint with the relevant consumer protection authority in their emirate. KSA customers may refer disputes to the relevant Saudi consumer protection authority.

13. Contact Information

For questions about returns or refunds, please contact us at info[at]charmole.com. Our customer support team is happy to assist you with any inquiries.

14. Policy Updates

Charmolé Studio reserves the right to update this Return and Refund Policy at any time. Changes will be effective immediately upon posting to our website. We recommend reviewing this policy periodically for updates.

Lifestyle Edit FZE · Sharjah Publishing City Free Zone · info[at]charmole.com · charmole.com