• How do I get a refund if I paid for my order by PayPal?

    Your refund will be credited to your PayPal account. Here's how long it will take:

    1. 2-3 business days to receive your returned items.
    2. 2 business days to perform a quality check and issue the refund.

    It may take an additional 4-15 business days for the transaction to be processed and your money to reflect in your PayPal account.

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  • I just cancelled an order. When will I get my refund?

    Here’s how your refund works:

    1. If you've paid for your order by Credit Card, Debit Card or PayPal your refund will be credited to your card, bank account or PayPal account. Your bank or card issuer may take an additional 4-15 business days to process the transaction.
    2. If you’ve paid using a Return Voucher or Shukrans, you'll receive a refund to My Credit in your account, or a Return Voucher if you're a guest user.
    3. As you know, if you’ve selected Cash on Delivery, there will be no refund as you’ve not yet paid for your order.
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  • I just returned my order. When will I receive my refund?

    Here's how long it will take:

    1. 2-3 business days to receive your returns.
    2. 2 business days to perform a quality check and issue the refund.

    If you've paid by cash, you have two choices:

    1. You can opt for an instant refund to My Credit in your account (if you're a registered user) or a Return Voucher (if you're a guest user). Return Vouchers are usually emailed to you within 48 hours of the quality check.
    2. You can call our Customer Service team and request a bank transfer. You’ll need to fill in your bank details on the form emailed to you. It will then take us an additional 7 days to transfer the amount to your bank account.

    You can call our Customer Service team and request a bank transfer. You’ll need to fill in your bank details on the form emailed to you. It will then take us an additional 7 days to transfer the amount to your bank account.

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  • How do I get a refund if I paid for my order by cash?

    If you've paid for your order by cash, here’s how it works:

    - Online returns: you’ll receive a refund to My Credit in your account if you're a registered user, or a Return Voucher if you're a guest user. 
    - Return to store: you can opt either for a cash refund, a Credit Note or a refund to My Credit in your account. 
    - Call for a return pickup: you can opt for a transfer to your bank account or a refund to My Credit in your account. If you’re a guest user, you will receive a Return Voucher.

    Return Vouchers and Credit Notes are single-use vouchers valid for 6 months from the date of issue, and you can use yours to shop SHOEMART online or in-store.

    My Credit refunds go to the My Credit section in your account and can be used to shop any of our online brands.

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  • How do I get a refund if I paid for my order by Credit or Debit Card?

    If you've paid for your order by Credit or Debit Card, your refund will be credited to your card or bank account. Here's how long it will take:

    1. 2-3 business days to receive your returned items.
    2. 2 business days to perform a quality check and issue the refund.

    Your bank or card issuer may take an additional 2-15 business days to process the transaction.

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  • Will you still accept a return if I've discarded the packaging?

    Yes. When scheduling a return by calling us on 800-SHOEMART (800-74636278), please wrap the returned products before handing them over to our courier partner.

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  • Are there products I cannot return online?

    You will not be able to return the following online:

    1. Any Babyshop product you've ordered using scheduled delivery. This usually includes our larger products and those requiring assembly.
    2. Home Centre furniture.
    3. Home Box furniture.

    Please check our returns policy for a full list of products you can't return.

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  • When will you pick up the products I want to return?

    When you call us to request a return, we'll arrange a convenient time and day for our delivery partner to pick up your items.

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  • Can I book a return online?

    Yes, you can make your return online in a few easy steps:

    1. Go to the Order History page in your My Account section.
    2. Click on the order from which you want to return products.
    3. Select the specific products you want to return.
    4. Click ‘Return selected items’.

    After you’ve raised a return request, our courier partner will get in touch with you to schedule a pick-up time. Wrap and seal your products in their original packaging and hand them over.

    Please do check our returns policy first to know which products you can return.

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  • Can I return my online purchases to a Landmark store?

    Yes, you can now drop off your SHOEMART products to a SHOEMART or Centrepoint store across the UAE.

    Here’s what you need to do.

    1. Visit your nearest store: Wrap your returns in their original shipping packaging and bring it along with your invoice to any SHOEMART or Centrepoint store in the UAE.
    2. Hand over your return: An authorized staff member will take your package.
    3. Receive your refund: After we check your returns, we'll process your refund. If you’ve paid by cash, you can ask for a cash refund, a Credit Note that you can spend in-store or online, or a refund to My Credit in your account. If you’ve paid by card or PayPal, you can receive a refund to your card or PayPal account, or you can opt for a Credit Note.

    Don't forget to check the returns policy first to see which products we don't take back.

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  • How do I return an order?

    You can return your products in 3 easy ways.

    I. Request a return online

    1. Go to Order History in My Account, select the products you want to return and place a return request. Please fill the return slip included in your delivery or order confirmation email.
    2. Wrap and seal your products in their original packaging.
    3. Our courier partner will get in touch with you to schedule a pick-up. Hand over your returns and they’ll give you an acknowledgement receipt.
    4. We’ll check your returns and credit your refund to your card, bank account or PayPal account within 4-15 days. If you’ve paid by cash, you’ll receive a refund to My Credit in your account. Guest users who have paid by cash will receive a Return Voucher.

    II. Return to Store

    1. Wrap your products in their original shipping packaging and bring them along with your invoice to any SHOEMART or Centrepoint store in the UAE.
    2. Hand over your return - an authorised staff member will take your package.
    3. After we check your returns, we'll process your refund. If you’ve paid by cash, you can ask for a cash refund, a Credit Note that you can spend in-store or online, or a refund to My Credit in your account. If you’ve paid by card, you can receive a refund to your card or opt for a Credit Note. If you've used PayPal, you can ask for a PayPal refund or a Credit Note.

    III. Call for a pick-up

    1. Wrap and seal your products in their original packaging.
    2. Call us on 800-SHOEMART (800-74636278) to schedule a pick-up time and location.
    3. Our courier partner will get in touch with you to schedule a pick-up. Hand over your returns and they’ll give you an acknowledgement receipt.
    4. We’ll check your returns and credit your refund to your card, bank account or PayPal account within 4-15 days. If you’ve paid by cash, you can opt for a transfer to your bank account or a refund to My Credit in your account. If you’re a guest user, you will receive a Return Voucher.
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