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Changing or Cancelling Your Order

After you placed an order, your order begins to process. Once order is placed, you can no longer change the size/quantity/color/ or add other item/s or change the mode of payment but you can definitely request to remove the item or cancel your order to place a whole new one. To change or cancel your order prior to shipment, you must contact customer care.

Please note that most orders process quickly and can enter the shipping process within 24 hours. If your order has already entered the shipping process, it cannot be changed or cancelled.

Cancellation Policies

Occasionally, orders or parts of an order are cancelled by our system for various reasons.

Some reasons are:

  • Item(s) not available.
  • Difficulty in processing your payment information.
  • Cannot ship to address provided.
  • Duplicate order was placed.
  • Cancelled due to a customer request.
  • Damaged or faulty items
  • Incomplete shipping details provided (address/mobile number)

Returns

Q: Can I return or exchange a product I purchased from your online store?

A: We don't have a direct exchange, but we accept returns. This is permitted within 10 days upon receiving the order, and a credit note will be issued once the return is processed. We do not have a Cash Refund Policy. We can only issue a credit note for the amount of the returned item/s (excluding the shipping fee). Items must be in good condition with its original packaging/tags and invoice.

Return process:

  • Store Return: You can return the item/s to any Brands for Less branch near you and request for a credit note (choose between store and online) to be issued. For store credit note you can use it right away in the shop and it is valid for 2 months, while for online credit note we will send you a code via email after 24-48 hours and it’s valid for 4 months. Kindly bring the complete packaging of the item with the invoice upon returning to the branch.
    Note: Tchibo items cannot be returned in Toys for Less Branches. It can only be returned to Brands for Less and Tchibo outlets. US brands (Ralph Lauren, Calvin Klein, etc.) can only be returned to Brands for Less outlet.
  • Online Return: For the online return, we will arrange a pickup via courier. Please take note that for pickup, there will be AED 10.00 pickup charge which will be deducted from the credit note to be issued via email.

Q: May I return a product from Special Deals?

A: Product/s that was ordered online from the Special Deals section can be returned.

Q: Which items are non- returnable?

A: We will only refund the total amount of the returned items excluding the AED 13.00 shipping fee.

Q: Can I return an item to the same courier who delivered my shipment the same time?

A: The couriers who deliver your shipment will unfortunately not be able to accept your returns. We have a policy of the next day pick up schedule for return via courier. Just let us know through any one of our customer service channels and we will arrange for the pick-up. Don’t worry our couriers will reach you the very next day without any delays.

Damaged/Defective Items

If you received a damaged or incorrect item, simply get in touch with our Customer Care team within 24-48 hours upon receiving the order. Kindly send us an email to [email protected] and attached the photo of the damaged / defective item.

You may contact our customer service hotline at +971 4 880 6768 (SAT - THU FROM 7 AM TO 7 PM), or send us a message via online chat. After reviewing the email you sent, our customer service team will contact you for assistance.