FREQUENTLY ASKED QUESTIONS (FAQS)
I have received a wrong item
If you receive the wrong item, please arrange for the return of the item through the Order Details page, selecting "incorrect items received" as the return reason. Please note, the item must be returned in the same condition it was received in within 30 days of receipt for a full refund including, where applicable, original Order delivery charges, cash handling fees, taxes and any duties.
I have a missing item in my order
For any missing items in your order, please visit the Contact Us section and send us an e-mail with your order number and the missing item's name and number. Our team will look into your request and back to you in 2-3 business days.
I have received a damaged item
If you receive a damaged item, please arrange for the return of the item through the Order Details page, selecting "Parcel damaged on arrival" as the return reason. Please note that depending on stock, a replacement may not be available, and that defective items may also benefit from a manufacturer's defects warranty.
How can I undo an order cancellation?
Cancellation requests are final. To receive the items, simply make a new order.
How do I search for a specific item?
The search bar allows you to search by brand, keyword, Product ID or description. The bar can be found on the top-left corner of the website.
How will I know if an item is out-of-stock?
Any item that is sold out will mention Out of Stock on the product page. In rare cases, a product in your cart may become out of stock as you're in the check-out process and a notification will pop-up during the process. For out-of-stock items, keep them saved in your wishlist in case they come back in stock.
Are gift cards available?
Currently, gift cards aren't available. However, we are working to add this feature so stay tuned! For more on rewards, please see the Loyalty and referral programme
Where does Couturelabs ship to?
Coutureabs is exclusive to the UAE, KSA, Bahrain, Kuwait, Oman and Qatar. We currently do not ship to anywhere else in the world.
How do I make a purchase?
Simply browse the site, click on the desired item then click on the Add to Bag button. The item will then be in your cart, which you can visit by clicking on the bag icon on the top-right corner on desktop or at the bottom of the app. Continue shopping and once you're ready to place your order, revisit your cart and press on Secure Checkout. Follow the simple prompts to complete the checkout process.
How will I know if Couturelabs has received my order?
After placing your order, you will receive an e-mail to inform you that your order has been received. However, this does not mean that your order has been confirmed. If paying by payment card, your order will only be accepted once your card details or PayPal payment have been approved, the delivery address has been verified and the items are located and shipped. From here, you will then receive a second e-mail from us confirming your order. In the event of a problem, however, you will quickly be informed and your payment will not be processed. For all Cash on Delivery orders, a courtesy call will be made to confirm your address and telephone number. Your items will then be dispatched.
Can I change or amend the items in my order once it has been placed?
Currently, this service is not available. To change or add an item, the order has to be cancelled or another order has to be made. However, we're working on developing this option, so stay tuned.
Is there a cost for duties and tax?
Yes, there might be some additional duties and customs charges applicable
Can I ship an order to multiple addresses?
No, we can currently only ship to one address per order.
An item I want is out of stock, when will it become available again?
Although items do come back in stock, product availability depends on the brand's stock so we cannot identify when an item will be back on the website. To keep track, simply add the item to your wishlist and subscribe to our newsletters to stay updated. You can also check the New In section every Monday for all new additions. Items that are restocked will feature the Back in Stock tag.
Do the items come in Couturelabs packaging ?
Yes, it will come in Couture labs Packaging
I have placed an order and the amount was deducted, but I did not receive an order confirmation.
We are sorry to hear that, please wait 10 minutes as it may be a delay from our system. If you still haven't received your confirmation with your invoice, please contact our Customer Care team through the Contact Us page.
My Account is blocked and how do I unblock my account
We are sorry to hear that , if your account Is blocked please email [email protected] to assist you Further
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