Shopping
Returns & Refunds
How to Return
Raise a return request through the Dubai Mall app and choose your preferred option:
Option 1 — Drop it off at the store
- Bring your item to the store you purchased from, along with the return confirmation from your app
- Free of charge — no appointment needed
- Available during mall trading hours
Option 2 — We collect from you
- Select collection when you raise your request. Once your request is approved, our team will contact you to arrange a collection.
Return Conditions
- Items must be unused, unworn, and in original condition with all tags attached
- Items must be returned in their original packaging
- Sealed products such as beauty and fragrance items cannot be returned once opened
- Non-returnable items and return windows are clearly shown on the product page before you complete your purchase
General conditions applicable to all returns
Dubai Mall Online reserves the right to return a product to the customer if the returned product does not meet its return guidelines or conditions. The customer is not entitled to a refund if the product is not eligible for return.
Where a return is declined at any stage, we will make two (2) attempts to deliver the product back to the customer. If both attempts are unsuccessful, we will hold the product at our delivery hub for three (3) business days. The customer may request a further delivery attempt through Customer Care within three (3) business days of the last notified attempt; if requested within this window, we will arrange a final delivery attempt within two (2) business days of the request, and will continue to hold the product until that attempt is completed.
If no request is received within three (3) business days, the product will be handled per our disposal policy. Once disposed of, the customer can no longer request delivery and no compensation, including the item's value, will be provided.
If a returned item is not part of the customer's purchase history, it will be returned to the customer. Please contact Customer Service if you have any questions about a returned item.
Refunds
- Once your returned item is received and inspected, your refund will be processed within 24 hours of approval
- Refunds are issued to the original payment method used at checkout
- For Cash on Delivery orders, refunds are issued as Dubai Mall Online wallet credit
If you have any questions about your order, delivery, or return, please email [email protected]. Our team is here to help.