سياسة الاسترجاع
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@dearheritage.co. Please note that returns will need to be sent to To the address provided to you
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@dearheritage.co.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@dearheritage.co.
Transaction Cancellation
Due to circumstances that may sometimes affect deliveries within the UAE or internationally, unexpected shipping delays may occur. We do everything we can to process orders and complete delivery as quickly as possible, but please note that some delays may result from external factors beyond our control.
Accordingly, refunds or order cancellations cannot be provided solely because of shipping delays caused by circumstances beyond our control, including courier delays or any other external factors.
We appreciate your understanding and patience, and we are committed to informing customers of any exceptional delay or important update.
Product Returns
Products may be returned according to the following conditions.
The product must have been purchased through the official Dear Heritage online store.
A return or exchange request must be submitted within 14 days from the date of receiving the product.
The product must be returned in its original condition, in its original packaging, and with the receipt or invoice attached, whether printed or electronic.
After receiving the return request, the return address and the necessary instructions will be sent to the customer.
No product will be accepted for return without prior coordination and approval.
If the return request is due to a change of mind, the return shipping cost will be the responsibility of the customer.
Order Cancellations
Orders begin processing and preparation shortly after the purchase is completed.
An order cancellation request may only be submitted within one hour of placing the order, provided that it has not already been shipped.
If the order has already been shipped, it cannot be cancelled. In this case, the customer must wait to receive the shipment and then proceed according to the return policy.
Please note that some orders may be physically shipped before the tracking number is updated in the system, so the absence of a tracking number does not necessarily mean that the order has not been shipped.
Order Modifications
Requests to modify or cancel an order must be sent in writing only to the following email address.
support@dearheritage.co
These requests must be submitted within 24 hours of placing the order.
After 24 hours, no modification or cancellation will be possible, and the customer will need to wait until the order is received and then proceed according to the return policy.
Damages and Issues
Please inspect your order immediately upon receipt.
If you receive a damaged product or the wrong product, please contact customer service as soon as possible so that we can review the issue and provide an appropriate solution.
Responsibility for Shipping Information
When placing an order, the customer is responsible for entering accurate and complete shipping information.
Dear Heritage is not responsible for failed delivery due to incorrect information, including an incorrect address, wrong phone number, or the customer being unavailable at the time of delivery.
Notice of Transaction Cancellation
If the customer has the right to cancel the transaction according to the store policy or under the applicable consumer protection laws in the UAE, the cancellation notice must be submitted by email only.
The cancellation notice must include the following.
Full name
Order number or invoice number
Details of the product you wish to cancel
This is so we can identify the transaction and process the request properly.