Returns & Refunds

We hope you love your purchase. If you need to return an item, please review the policy below. This page consolidates our guidance on returns, exchanges, and wrong/damaged items.

Return Window

Return requests must be submitted within 14 days from the delivery date. Requests made after this period will not be accepted.

Item Condition

  • Items must be in original, unused condition.
  • All original tags, packaging, dust bags and boxes must be included.
  • Worn, used, washed, or altered items cannot be accepted.

Wrong or Damaged Item Received

If you receive a wrong or damaged product, please contact Customer Care within 14 days of delivery and submit a return request including clear photos that show:

  • the product tag/label,
  • the item as a whole, and
  • a close-up of the defect/damage.

We will provide a prepaid return label. A refund or replacement will be issued after inspection of the returned item.

How to Request a Return

  1. Submit your request within 14 days of delivery (include order number and reason).
  2. Ship the item back using a trusted courier: UPS, DHL, or FedEx only. (We cannot accept returns shipped via local postal services due to long transit times.)
  3. Use a service with an active tracking number and share it with us.
  4. Ensure all duties for the return are prepaid.

Exchanges

  1. Place a new order for the desired item/size.
  2. Complete payment for the new order.
  3. Request a return for your original order and ship it back following the standard return steps.
  4. Once received and approved, we will refund the original item price to your original payment method.

Customs Duties on Returns

Any customs duties associated with your return are the customer’s responsibility and must be prepaid. Duties must be settled before we can process your refund. Prepaying duties speeds up processing.

Late or Refused Returns

  • Items returned after 14 days are not eligible for a refund.
  • If a return is refused (e.g., not in original condition), it will be sent back to the original shipping address. All additional shipping costs will be the customer’s responsibility.

Refunds

Approved refunds are processed within 5 business days after we receive and inspect the returned items. Refunds are issued to the original payment method.

Lost Packages

If your package is not delivered, please notify us within 7 days from the shipment date so we can open an investigation with the courier.

Support

Need help starting a return? Email customercare@envyenvie.ae or WhatsApp +971 52 197 8187.