Exchange Policy

• To return your order, simply click the above “Return an Order” link and follow the prompts. If you require an exchange, please also include when filling out your return reason the item and size you wish to exchange to.
  Once complete, this will then provide you with a unique RMA code for verification when carrier agent delivers new item with correct size, and collects older item for return after checking condition of returned item. 
• You have 7 days from the delivery date to initiate a “Return an Order” request on your order. If 7 days have gone by since your order was delivered, we cannot offer you an exchange. Refunds are carried out as per the Refund Policy section below and up to 14 days since items was delivered.
• To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please ensure you try on your shoes on a soft surface, any shoes returned back to us with damaged or marked soles, cannot be refunded or exchanged.
• We are proud to be the only brand in GCC that offers FREE shipping costs for returning the goods back to us.  If you are exchanging a pair of sandals/slippers for a different size, colour or style, we will also cover the shipping cost of the new pair to you.
• All items purchased at a discount during the Sale event are only eligible for exchanges, no refunds.
• All sale items purchased as final sale are not eligible for returns, exchanges, or refunds.
• Any items purchased during a promotional period discount can only be exchanged for item of same value.

Refund Policy

• We offer refunds on all full priced items. If you wish to exchange for an item of the same or lower value, we will ensure you are credited accordingly. 
• If you wish to exchange for an item of a higher value, please contact our team at info@alraseam.ae.
• Once your return is received and inspected, we will send you an email to notify you that we have processed your requirements. Refunds are not available on any final sale items or items purchased during promotional sales events.
• Please note once we have processed the refund a credit will automatically be applied to your credit card or original method of payment, within 10 working days.
• We are not responsible for currency fluctuations that occur when issuing refunds to a credit or debit card denominated in a currency other than US Dollars. We will not refund any bank charges made to your account.  
• Please note: sale items are not eligible for refunds.
• In the event that a return is completed beyond 14 days (only if permitted previously by company staff), or that the item was never delivered in the first place, you will be credited the remaining amount in the form of a Al Raseam gift card.  Please note: Items purchased with Gift Cards are considered Final Sale items and T&Cs of the Refund and Return Policies will apply.
• If you haven’t received a refund within 10 working days of the refund being processed, please contact your bank or credit card company directly.
   

What if I have received a faulty item or defective?

• We are sorry that you have received a faulty item, please contact our team with photos and order number and we will advise you on the next steps. 
• Faulty/defective items are protected under our productwarranty. Please note this does not cover regular wear and tear. 
• If you have any further questions, feel free to email info@alraseam.ae.