Frequently Asked Questions
Shipping & Payment Information
When will my order ship?
After payment is verified, orders are dispatched within the same business day, excluding weekends and public holidays. Orders placed after 3:00 PM GST ship the next business day. For Same-Day Delivery, orders must be placed before 11:00 AM GST. Saturday orders placed after 3:00 PM ship the following Monday.
Will I have to pay international taxes & duties?
For orders shipped outside the UAE, including GCC countries, customs duties and import taxes may be charged by the customs authority of the destination country. These charges are not included in our prices or shipping fees and are paid by the recipient.
How are taxes and duties calculated?
Customs duties and import taxes are determined by the customs authority of your country. Please check with your local customs office for details.
What payment methods do you accept?
- Credit / debit cards: Visa, Mastercard, American Express, Discover
- Online wallets: Apple Pay
- Instalments: pay in up to 4 easy instalments with Tabby or Tamara
- MyFatoorah: Mada, K-Net, Sadad
- Cash on Delivery: available in the UAE only, for a fee of AED 10
Why am I paying extra charges?
Standard delivery within the UAE is free on orders of AED 200 and above. Orders below AED 200 have a standard delivery fee of AED 20. Express Delivery is AED 30. Cash on Delivery has a fee of AED 10 on every order.
International orders include the shipping fee for your destination, and customs duties or import taxes may be charged on arrival. See International Shipping for details.
How can I track my order?
Once your order ships, you will receive a shipping notification by email. For any questions about your delivery, please contact us with your order number.
Order Information & Concerns
I need to change something on my order. How can I do that?
Please contact us as soon as possible with your order number, selecting Cancel / Edit Order as the subject.
My order status says "Unfulfilled". What does that mean?
"Unfulfilled" means your order has been received and has not shipped yet. The status changes to "Fulfilled" once your order ships.
Abayas & Sizing
How do I find my size?
Our abayas are sized by length (in inches) according to your height, with Small, Medium or Large bust sizes. Please see our Size Guide for your recommended length and bust size. If you plan to wear your abaya with heels, we recommend adding one or two inches.
What fabrics do you offer?
Our abayas come in fabrics including crepe, Nada, chiffon and organza. You can shop by fabric from the menu.
Do you offer custom-made abayas?
Yes, browse our Custom Abayas collection. Please note that custom-made products cannot be returned or exchanged.
Do you sell under abayas?
Yes, you can find them in our Under Abayas collection.
Fragrances
Do you sell fragrances?
Yes, explore our Fragrance collection.
Can I return a fragrance?
Perfume products cannot be returned or exchanged.
Other Information
What is your return / exchange policy?
Ready-to-wear items can be returned within 14 days of receipt, unworn and unused, with tags and in their original packaging. Sale items are eligible for a refund within 3 days of receipt. For full details, see our Returns page.
Do you have any retail locations?
Yes, you can visit our stores in the United Arab Emirates. Find a store.
What is the time frame for refunds and exchanges?
Once we have received and inspected your return, we will let you know whether the refund is approved. Approved refunds are made to your original payment method within 14 business days. For exchanges, the fastest way is to return your item and, once the return is accepted, place a separate order for the new item.
What is Posh Circle?
Posh Circle is our rewards programme. Earn Lulus with every purchase and redeem them for discounts on your next purchase. Learn more.
Can I return a gift card?
Gift cards cannot be returned or exchanged.
