Returns and Exchange
Returns + Exchange

As multi-channel retailer, we appreaciate how important it is to get your order delivered to you as soon as possible.

RETURNS WITHIN UAE & INTERNATIONAL

  1. Get a returns number. Log into My Account, go to Order History and select the order you wish to return or part-return. Your returns number will be sent via email.
  2. Book your collection by phone: Call your local DHL customer care number. You will be asked for your account number – this is printed on the returns labels. Book your collection online: visit the English DHL website. You will need to enter your waybill number – this is printed on the returns labels below the first barcode.
  3. Tell us what you are returning. Tick the item(s) you are returning and enter your returns authorisation number on the return invoice that came with your order.
  4. Pack the items. Pack your return item(s) using the original packing provided.
  5. Label the package. Attach one label securely to the box, ensuring the previous delivery label is covered. Don’t have a returns label?**
  6. Complete the pick-up. Upon collection, hand the second label to the DHL driver. Please leave your package open so it can be presented to the driver for checking along with your return invoice. Once checked, please make sure you seal the package securely.

(**Don’t have a returns label? Then you will need to complete your DHL airway bill with all the required information. Call your local DHL customer care number to arrange a collection. You will need your account number – this is printed on the DHL airway bill.)

REFUNDS

All successfully returned items will be credited to the original payment method or, if selected, THE-PRIVATE-LABEL credit on the account used to originally purchase the items. The original shipping charges will not be refunded. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers, if your refund is being issued as THE-PRIVATE-LABEL credit, this will show on your account as soon as your refund is processed. If you have any queries, or wish to discuss the returns procedure in further detail, please do not hesitate to contact us at Customer Care on +971 52 572 0619 or email customercare@the-private-label.com.

RETURNS POLICY

Please read our return policy carefully to ensure you can proceed with your request as quick as possible.

All returns should be sent back to us in their original packaging provided.

You have 14 days from receipt of order to request your returns number. You will receive your returns number by email. Unsuitable items must then be returned within 14 days of receiving your returns number.

Return outside the 14-day window may be accepted at our discretion.

To ensure your return is covered by our returns policy and does not encounter a delay, items must be returned using the original packaging provided and from the same country to which they were delivered. Items returned from a different country may incur additional charges or be delayed by customs. You can return using any secure means but we may not accept liability.

If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy. You can also choose to receive your refund as a THE-PRIVATE-LABEL credit, which will enable you to purchase a replacement item quickly and seamlessly.

The item(s) should be returned unworn and in perfect condition, with all THE-PRIVATE-LABEL and designer garment tags still attached. Returns that are damaged, soiled or returned without their original labels may not be accepted and may be sent back to the customer.

Before your parcel leaves our warehouse, it is fully checked and controlled by our packing team. If you receive an item which is damaged, please contact Customer Care immediately.

Where provided, any designer packaging such as authenticity cards, dust bags and leather tags should be included in your return.

If your item is faulty (i.e. received damaged or manufacturing fault), we can offer alternatives such as repair or exchanges. For more information, please contact our Customer Care team