In this unlikely situation, please visit the Contact Us section and reach out either through WhatsApp 0097144223100 for instant support or send an email to customercare@ounass.com. Please be sure to include your order number, the wrong or damaged item name and number and attach a picture of the item. Our team will look into your request and get back to you within 2-3 days.

For any missing items in your order, please visit the Contact Us section and reach out through WhatsApp 0097144223100 for instant support or send an email to customercare@ounass.com with your order number, the missing item’s name and number. Our team will look into your request and get back to you in 2-3 days.

To include a gift note with your order, follow these steps:

1. Navigate to your cart on the My Bag page.
2. Click on the "Add Your Gift Note" section.
3. Enter your desired gift note message and click "Submit".

If you want to add a note after placing the order, you can reach out to us via phone or WhatsApp. Remember to request this before your order is shipped.

For 2-hour and 3-hour delivery, adding a gift note after the order is placed is not possible.

Unfortunately, once an order cancellation is requested, it cannot be reversed. If you still want to receive the items, you'll need to create a new order for them.

If your order is shipped from the same warehouse as your location (e.g., UAE order from UAE warehouse, KSA order from KSA warehouse), no invoice will be included.

However, for cross-border shipped orders, the invoice is a mandatory part of the order due to customs and shipping, and cannot be removed.

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, add them to your wishlist. You will be notified once they are back in stock.

At the moment, we don't offer gift cards – but don't worry, we're actively working on introducing this feature in the future. Keep an eye out for updates!

After placing your order, you will receive an e-mail to inform you that your order has been received. Then you will get an e-mail with the order invoice. Once your order is shipped from the warehouse to the delivery team, you will receive a third e-mail stating your order has been shipped.

At the moment, you can cancel part of the order. To change or add items, please cancel the order or place a new one. We are actively working on developing more flexible options, so stay tuned for updates!

No, Ounass covers all duties and customs taxes.

Although items do come back in stock, product availability depends on the brand's stock. Due to this, 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 and get notified once the item is back in stock. 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.

To allow notifications and subscribe to our newsletter on your mobile app, please follow these steps:

1. Tap more
2. Then tap on Settings
3. Enable newsletter subscription and allow notifications

To subscribe to our newsletter from the website, please follow these steps:

1. Go to the account menu
2. Then click on ‘My Account’
3. Finally, click on Communication Preferences and enable Subscribe to Ounass newsletters via Email, SMS, or both

This depends on the item and the brand. The packaging is specified on the product's page under the Design Details section.

We are sorry to hear that. Please wait for 10 minutes as there might be a slight delay in receiving the order confirmation due to our system processing the transaction. If you still haven't received your confirmation with your invoice, please contact our Customer Care team through the Contact Us page. To help investigate the matter, kindly provide us with the email address and phone number used while placing the order.

Your order will be shipped according to the expected release date, as indicated on the shipping address page after clicking on secure checkout.

Pre-ordering allows you to get early access to desired collections ahead of the official launch. When you pre-order an item, you secure it before it becomes available for general purchase. This means that you have the advantage of reserving the product before it potentially sells out.

Once you place a pre-order, rest assured that we will deliver the item to you as soon as it becomes available in our inventory. You won't have to worry about missing out on the item, as your order is prioritized, and you'll be among the first to receive it once it's ready to be shipped.

All Pre-Order items must be paid for in full at the time of placing the order.

You can cancel your Pre-Order item within 30 days of receiving it. Simply visit the My Orders section on the app. Please note that in the case of Pre-Order items the only mode of refund is store credit, the refund order value will be credited to your Ounass store credit account and will not be transferred to your issuing bank for Debit/Credit card/Apple Pay accounts.

You will not see a refund on your bank statement as we will be crediting the money on your Ounass store credit account, and you can use this money for your future purchases on Ounass.

For all pre-orders, refunds will be processed in the form of store credit on your Ounass account. Please note that the refunded amount will not be transferred back to your original payment method, whether it's a debit card, credit card, or Apple Pay account.

You can return the gift without notifying the sender. The refund will be processed in the form of store credit. However, please note that Amber points will be refunded to the original customer (gift sender). Consequently, orders fully paid with Amber will not be accepted for return.

Exchange is not possible at the moment, but when you return the item you will get store credit that you can use in your future purchase.

Ounass does not operate a physical store.

To send multiple gifts, please note that separate orders are required.

We offer special gift wrapping. During the checkout process, simply click on the plus sign (+) in the "add gift message" section to include a gift note. Our dedicated team will be notified and ensure a beautifully wrapped box for your special occasion.

Opting for our Eco Packaging option means contributing to sustainable practices. Here's what you can expect:

• For larger items, your purchase will be thoughtfully packed in a brown eco-friendly box, minimizing environmental impact.
• For smaller items, we prioritize resource conservation by using a small Jiffy bag for a more eco-conscious approach.

Thank you for choosing eco-friendly packaging with Ounass. Your commitment to sustainability is appreciated.

A Gift with Purchase is a special offer where you receive a complimentary gift when you purchase from specific brands listed in the offer banner. Please note that regional exclusions and minimum spending requirements may apply. The availability of gifts is subject to stock availability.

To receive a Gift with Purchase, simply purchase from the eligible brands mentioned in the offer. The gift will be automatically added to your cart if your purchase qualifies for the promotion. If you’re an iOS app user, you might need to tap "Select your free samples" on your ‘Bag’ page to select the free samples you love.

If you need to return items from your order, the gift should be returned along with the item in its original received condition.

Using your store credit balance is simple. Just follow these easy steps:

• Sign in to your account on our website.
• Navigate and select the items you want to purchase.
• Go to your shopping bag to review your selected items.
• Locate the option to use your store credit balance and click on apply.
• Once you've applied the store credit, proceed to the checkout page.

That's it. Your store credit amount will automatically be deducted from the total cost of your order. If you need any further assistance, don't hesitate to reach out to our Customer Care team. You can contact us through WhatsApp, calls, or Email. We're here to help!

At Ounass, we offer a variety of convenient payment methods to make your shopping experience smooth and easy:

Credit/Debit Cards: Visa, Mastercard, American Express, PayPal, and UnionPay (UAE).

• Local Payment Methods: We support Mada for customers in KSA, and KNET for customers in Kuwait.
• Apple Pay: If you're an Apple user and using the app, you can use Apple Pay for quick and secure transactions.

• Cash on Delivery (COD): We allow Cash on Delivery for orders up to 30,000 AED in the UAE and 7,500 SAR in KSA. Cash on Delivery is currently not available in Qatar, Oman, Bahrain, and Kuwait.
• Store Credit: If you have store credit, you can use it to pay for your purchases.

• Buy Now Pay Later: Available in the UAE, KSA and Kuwait. You have the option of using Buy Now Pay Later services like Tabby & Tamara.
• Want to learn more about Buy Now Pay Later payments using Tabby & Tamara? Visit their pages below:
• Tabby: https://tabby.ai
• Tamara: https://tamara.co/en

Tabby

• UAE: Max 20,000 AED, Min 10 AED
• KSA: Max 6,500 SAR, Min 10 SAR
• Kuwait: Max 800 KWD

Tamara

• UAE Max 20,000 AED Min 1 AED
• KSA Max 5000 SAR, Min 1 SAR

This may happen for a few reasons, like the CVV number not matching your card, the card number is wrong, or that your card has insufficient funds. In these cases, you will see an instant message on your order review screen. If the error persists, please contact your bank to see if there's an issue with your card.

There are a few reasons why your promo code may not be working. Let's check some common reasons:

• Validity and Terms: Promo codes have specific terms and conditions, make sure you're using the code before it expires, and check if your purchase meets the criteria stated in the terms.

• Exclusivity: Some codes may be limited to a specific brand or item and limited to single use only. If you've already used the code, it won't work again.

• Exclusions Apply: Keep in mind that certain items, like fine jewellery and select brands, may not be eligible for the discount. Make sure your chosen items qualify for the offer.

• Combining Offers: Promo codes usually cannot be used with other offers, sales, or promotions. Check if you're trying to use the code alongside another deal.

• Cash Redemption: Promo codes typically cannot be exchanged for cash.
 If your code still isn't working and you believe it should, feel free to reach out to our Customer Care team. They'll be happy to assist you and ensure you get the discount you deserve!

Unfortunately, you can only use one discount code at a time. Our system allows for the application of a single discount code per order. So, make sure to choose the best discount that suits your needs and enjoy your savings.

If you purchase an item and it goes on sale within 5 days of your purchase, you're eligible for the discounted price. To get the price difference refunded, please keep these points in mind:

• Same Size and Colour: The item you purchased must be available in the same size and colour for the sale price to qualify.

• Refund Method: Instead of a cash refund, we'll provide the difference amount as a store credit to your Ounass Account.

• Sale Items with Further Reductions: Please note that sale items with additional markdowns do not qualify for the Price Difference Refund.
 To request a Price Difference refund, get in touch with our Customer Care team. They'll be more than happy to assist you with the process.

Instalments allow you to split your purchase amount into monthly payments, making it more manageable. Here's how it works:

• Checkout Option: During checkout, if your bank offers instalment plans with Ounass, you'll see the option to convert your purchase into instalments.

• Choose Period: You can select the period over which you want to split the payments, along with any fees or interest, as per your bank's Terms & Conditions.

• Credit Cards Only: Instalment plans are available only for purchases made with credit cards, not prepaid cards, or Cash on Delivery.

• Partner Banks: Check the Instalments Guide page for a list of credit cards eligible for instalment payments.

• Processing Time: After completing your order, it takes 2 days to send your information to the bank. The bank then takes 3-5 working days to convert the amount into instalments. The purchase will appear on your credit card statement in 5-7 days. You'll also receive an SMS confirmation from the bank if the plan is converted.

No, currently, bank instalment payments are only available for orders placed in the UAE and KSA.

No, bank instalment payments plan are only available on purchases made via credit cards.

Please see the Partner Banks list on the Instalments Guide page for more information.

After you complete your order with us, it will take 2 days to send your information to your bank. An additional 3-5 working days will be taken by your bank to convert the amount into instalments. A total of 5-7 days will be required for the purchase to show up on your credit card statement. If the bank instalment payments plan is converted by your bank, you will also receive an SMS confirmation from them.

We'll cancel the order and refund the complete amount to your bank. However, please contact your bank to cancel the instalment plan. Note that the processing fee might not be refunded, so check your bank's refund policies.

For specific details about your instalment plan, kindly communicate with your bank. To review your selected instalment plans, visit the Order Details page under My Account. There, you can find information about your instalment payments. If you need further assistance, don't hesitate to reach out to us. 

We now accept Apple Pay to facilitate payment on our app and devices that support Apple Pay. If you are using an iOS device, Apple Pay will be only available on Ounass app. If you are using a Mac device, Apple Pay will be only available on Safari browser. You can pay with Apple Pay using a Visa, Mastercard or American Express. To pay using Apple Pay, add the items to your bag and when you are ready to place your order, select Apple Pay at checkout.

We've made it easy for you, the currency will automatically be set to the currency of the region you're shopping from.

Absolutely. Enjoy a 10% discount on your first order through our app when you log in or create an Ounass account. This offer applies to full-price items only and excludes fine jewellery and select brands. Kindly note that this offer cannot be combined with other promotions or offers. To redeem the discount, simply use the code 'APP10' during checkout. Please keep in mind that this code can be used only once per person.

Yes, unless otherwise specified, fine jewellery and select brands are excluded from all promotional codes and offers. If an item is ineligible for the offer, the discount will not be applied. Additionally, discounts cannot be combined with any other ongoing offers, sales, or promotions.

If you have missed the delivery of your order, don't worry; we're here to assist you.

We understand that sometimes it's challenging to be available for deliveries at all times. That's why we ensure 3 delivery attempts to accommodate your schedule in UAE.

If you have missed all the delivery attempts or wish to schedule the delivery at a specific date and time that suits you best, please reach out to our customer care team via call or WhatsApp for instant support, or you can send us an email with your order number and delivery request. You can do this by visiting the Contact Us section on our website or app.

Our dedicated customer care team will be delighted to assist you in rescheduling the delivery, ensuring you receive your order conveniently and without any hassle.

To update your delivery address or reschedule the delivery date, simply contact our Customer Care team using your registered phone number or send an email from the email associated with your account. Email verification might be necessary for any modifications. Our team will guide you through the process.

Please remember that if your order is already shipped, changing the address might not be possible. Also, note that any changes should be within the original delivery country. If you used PayPal for payment, changing the address might not be possible as well.

Do keep in mind that modifying the delivery address could affect the delivery timeline, possibly causing a delay in receiving your order.

We are sorry to hear that. If you have not received your gift with purchase, there are a few possibilities to consider:

Stock Availability: If you did not receive a gift with the purchase, it might be due to the stock being depleted. Please note that gifts with purchases are only available until stock lasts.

Criteria for Eligibility: Make sure you meet all the criteria specified for receiving the gift with purchase, as mentioned on the banner or promotion details.

You can cancel your order if it has not been shipped yet. To do so, follow these simple steps:

1. Visit the My Orders section on our app or website.
2. Click on "View Order Details" for the specific order you wish to cancel.
3. At the bottom of the order details page, you will find the option to "Cancel Order."
4. Click on "Cancel Order" to initiate the cancellation process.

If your payment has already been processed, rest assured that a refund will be issued within 5-14 business days.

Please keep in mind that you can only cancel your order if it has not been dispatched for shipping. Once the order has been shipped, the cancellation option will no longer be available.

If your order has already been shipped and you need to request a cancellation or assistance, please visit the Contact Us section on our app or website. You can reach out to us through phone or WhatsApp for instant support or send us an email. Our team will look into your request and get back to you in 2-3 days.

If you think that your order was delivered to an incorrect address, please visit the Contact Us section on our app or website. You can reach out to us through phone or WhatsApp for instant support or send us an email. Our team will look into your request and get back to you in 2-3 days.

Tracking your order is easy. Just follow these steps:

1. If you're using the app, head to "My Orders" under the "More" section. For desktop users, find it under "My Account".
2. Check the status of your order, which might be "Order received", "Shipped" or "Delivered".

If you placed your order as a guest, you could access "Track My Order" from the app menu or the website footer, then enter your order number and email to get started.

For orders placed within KSA, Oman, Bahrain, Qatar, and Kuwait, the delivery time can range from 2 to 6 days. To track the status of your order, please click on the "Track My Order" or "My Orders" sections. In case we are unable to reach you during the scheduled delivery time, our team will make two more attempts. If needed, you can also get in touch with our customer care team. You can contact us through phone or WhatsApp for instant support, or send us an email with your order number and full address details. Our team will promptly look into your request and respond within 2-3 days.

If all delivery attempts are missed, the package will be returned to our warehouse, and your order will be cancelled. Your refund will be processed and will reflect depending on the payment method used when placing the order.

All shipping costs and estimated delivery times can be found in the Shipping and Delivery page.

Please see the delivery timelines below for each country:

• UAE: 2-hour delivery, same-day delivery & next day delivery in Dubai. Next day delivery & 3-4 day delivery (if item is being shipped from KSA) across the rest of UAE.
• KSA: 3-hour delivery in Riyadh with same day and next day delivery. 1-3 days across the rest of KSA. 2-6 days if the order is being shipped from UAE.
• Oman: 2-4 days
• Kuwait: 2-hour delivery, same day and next day delivery. 1-6 days if the order is being shipped from UAE.
• Bahrain: 2-4 days
• Qatar: 1-3 days

We only deliver to Gulf Cooperation Countries:

United Arab Emirates, Kingdom of Saudi Arabia, Bahrain, Qatar, Kuwait & Oman.

Ounass offers exclusive Express Delivery to customers in Dubai and Riyadh only.

Dubai: 2-hour delivery
Riyadh: 3-hour delivery

Enjoy swift and efficient service with Ounass Express Delivery. Please check availability during checkout.

Please note: Some remote areas in Riyadh are not eligible for 3-hour delivery.

Ounass exclusively delivers within the GCC (Gulf Cooperation Council) region. We value your interest and apologize for any inconvenience.

Due to customs regulations and authorities' restrictions, Ounass is currently unable to deliver beauty items classified as "Dangerous Goods" to Qatar.

If you are certain that you meet all the criteria, and the gift was shown in your bag during checkout, but you still did not receive it, we are sorry to hear that. Please reach out to our customer care team via call or WhatsApp for instant support, or you can send us an email with your order number and delivery request. You can do this by visiting the Contact Us section on our website or app.

Store credit can only be added to your account if you have intiated a return for your Cash on Delivery order, Card Payment refunds or any promotional activity from Ounass.

Returning a product is a straightforward process:

For UAE Orders:

• Select My Orders under "More" on Ounass app. For desktop users, access it from "My Account."
• Choose the specific order you want to return and click on "Return" button.
• Provide the reason for your return.

For Orders outside the UAE:

• Select My Orders under "More" on Ounass app. For desktop users, access it from "My Account."
• Choose the specific order you want to return and click on "Return" button.
• Provide the reason for your return.
• Select your preferred pick-up date, time, and location.
• Submit your return request.

Remember to have your Air Waybill printed. If you can't find it in your package, don't worry. Reach out to our Customer Care team, and we'll ensure it's sent to you.

If you're unable to locate your order in your account, it could be because you placed the order as a guest. Please feel free to contact our Customer Care team via the Contact Us section, and we'll be more than happy to initiate a return on your behalf.

The return air waybill (AWB) will be inside your delivery box. If you lost the paper or have not received it, please request it from Customer Care team and we will send it to you within 2 days.

Once you've submitted your Return Request the order will be collected and shipped to our warehouse and our specialists will conduct a quality check on the collected items within 2-3 days, you'll receive an email confirming the approval or rejection of your request. If your request is approved, the timing of your refund will depend on the payment method you used.

For Credit Card Payments: your bank will process the refund within 5 to 14 working days.

For Cash on Delivery Orders: the refund will be provided as store credit within 1 day.

Store Credit: your credit will be refunded within 1 day.

Amber Points: refunded points will be credited within 1 day.

PayPal: the refund will be processed by PayPal and received accordingly. Buy now pay later refund timeframe is 5 days.

To verify the refunded amount, please review the return request confirmation email you received. This email will provide a breakdown of your refund.

Unfortunately, once a return request is submitted, it cannot be edited.

However, during the pick-up process, you can include additional items for return.

Feel free to add any items you want to return, even if they weren't initially listed in your initial return request.

If you do add extra items, please contact us to inform us and prevent any refund delays.

The refund process will begin once the items arrive at our warehouse and undergo the required quality check.

Unfortunately, our policy allows returns for eligible items within 30 days only.

Before creating a return request, please make sure that your order status is marked as Complete. If the status has not been updated yet, please send us an inquiry with your order number and we will get back to you confirming that you can proceed with your return. If you have already placed a Return Request for an order, you will not be able to place a second one for the same order before the process is complete.

If you decide to cancel your return request from the iOS app you can go to order details from My Orders, and tap on Cancel Return. You can also cancel the return request from the website by clicking My Orders under the Account menu section, followed by clicking on View Details and selecting “Cancel my return request”.

Feel free to reach out if you wish to cancel your return request if your order was created as a guest or if you are unable to do it from your end.

The exchange option is only available for the UAE.

Requesting an exchange is easy and simple

• From the Ounass app: Tap on More and choose on My Orders to continue with the exchange process.
• From the Web: Click on Account from the top right corner and select My Orders to continue with the exchange process.

Select your specific order and tap on the Exchange button, choose the relevant item and new size and complete the process.

We will follow the below steps for a size exchange:

Return Request We will first collect the item(s) that did not fit well. Please note that some items may not be eligible for exchange. Quality Check Returned items will be checked for their condition in our warehouse, including the packaging. Exchange Order Processing If the item(s) pass the quality check, the exchange request will be processed. Exchange Validity Period Exchange is only available within 30 days from delivery of the order.

As of today, we only enable size exchange for one item at a time. Please note that some items may not be eligible for size exchange due to the following reasons

• The item’s current size price doesn't match the invoice size price.
• The item’s sizes are out of stock.
• The item’s sizes are not sourced from the same country.

While exchange may not be available for these items, please note you can still return these items as per our Return Policy.

Yes, you can cancel the Exchange request from the App and Website under My Order Details page. If the Exchange order is created, you can simply cancel the order under My Order Details page.

Please note that once the return is completed and during the exchange process, the exchange order is cancelled by the customer, or due to any technical reason, the customer will receive the refund in their account as store credit.

As per our policy, the eligible items can be exchanged for up to 30 days only.

Before creating an exchange request, please ensure your order status is marked as Complete. If the status has not been updated yet, please send us an inquiry with your order number and we will get back to you confirming that you can proceed with your exchange. If you have already placed an Exchange or a Return Request for an order, you will not be able to place a second one for the same order before the process is complete.

You can monitor your exchange through My Orders via More on the app or My Account on desktop.

The statuses indicate the following:

• Exchange Requested: Our team will call you to schedule the pick-up within the next 2 days.
• Return Approved: Your order is being evaluated under the quality check process.
• Exchange Order Created: Once the quality check process is finalised, you will receive an email confirming that the exchange order has been created and will be delivered.

We offer a 30-day exchange policy. Items must be unworn, unused, in the original packaging with the tags still attached and in a resellable condition. Please note that the following items cannot be exchanged: Beauty, grooming, underwear, earrings, candles, face masks and vintage pieces.

For any gift returns, kindly contact our Customer Care team, and they will be able to assist you. Please note that when a return is processed, the gift sender will not receive a notification regarding the return.

Unfortunately, for orders made through cash on delivery, the refund will be provided as store credit. This credit can be utilized for purchases throughout the website. Please note that the cash refund option is not available.

For detailed information about our return policy, please refer to our Online Returns section. Returns are free of charge and there are no associated fees.

To stay updated on the status of your return, just follow these simple steps:

If you're using the app, head to My Orders under the More section. Desktop users can find it under My Account.

Keep an eye on the different statuses:

• Return Requested: Our team will reach out within 3 days to arrange the pick-up.
• Return Approved: We're currently assessing your order's quality.
• Returned: Once the quality check is complete, you'll receive an email confirming the approval and the expected refund duration.

We love to hear your thoughts and create an even more luxurious experience, you can share your feedback by using this form. You can also send us your feedback through the e-mail you will receive to evaluate your experience.

Returns are cost-free.

To update your phone number and address, follow these steps:

1. On IOS, tap on "More" at the bottom right corner, then click on your name and go to "My Addresses." On Desktop or Android, visit "My Account" and click on "My Address Book."
2. Select the address you wish to update.
3. Click "Edit," make the necessary changes, and then press "Save."

This will ensure that your new phone number and address are accurately reflected in your account.

Please note that if you need to make changes to the address or phone number for an order that has already been placed, you can do so by contacting our customer care team through the "Contact Us" section on our website or app.

To check all of your orders, follow these simple steps:
On IOS, tap on "More" and navigate to "My Orders."
On Desktop or Android, go to "My Account" and select "My Orders."

This will allow you to easily access a comprehensive list of your orders.

To unsubscribe from our emails and SMS, follow these steps:

• On IOS, tap on "More" and go to "Settings." On desktop or Android, access "Account" and select "Communication Preferences."
• Edit your subscription preferences as needed.

Please note: If you initially subscribed using your Apple ID, ensure that you're using the same email address when unsubscribing. You can verify the email associated with your account by visiting "My Account."

If you aren’t registered and you have subscribed to Newsletter, please contact us if you wish to unsubscribe.

Creating an account is not mandatory for shopping at Ounass. You can proceed as a guest during checkout. However, having an account offers exclusive benefits, such as access to sales and VIP offers, previews of new seasons and additions, the ability to save wishlist items, store your address and payment details for a quicker checkout, simplified order tracking, updates, processing a return request, and the ability to view and manage your orders.

Certainly, we prioritize the privacy and confidentiality of your data. We only share it with your consent or as legally permitted. For more information, please refer to our Privacy Policy.

If you can't recall your password, click on the "Forgot your password" link on the Sign In page. Input your email address, and you'll receive an email with instructions on how to reset your password.

If you encounter any technical problems, please don't hesitate to reach out to our customer care team by visiting our Contact Us section.

For any inquiries or assistance, please visit the Contact Us section on our website or app. You can reach out to us via phone, WhatsApp, or email. As well as any available Social Media platform.

For more information about career opportunities, please visit Al Tayer's website at https://www.altayer.com/careers and explore the Careers section.

If you're looking to collaborate with us as a brand representative or an influencer, kindly reach out to us at partnerships@altayer.com or visit https://www.altayer.com/contact to provide your details. Our team will get in touch with you promptly. We're excited to hear from brands and influencers who are interested in working with us and are eager to explore potential collaborations.

Personal Shopping Benefits is a program exclusively designed for our most dedicated customers. It offers a range of special benefits, including Personal Styling with dedicated fashion advisors, Shopping on Behalf, Try and Buy, and more.

The Personal Shopping Benefits are rewarded to our most avid shoppers. To qualify, you need to achieve and maintain a minimum annual spend. These are the spending thresholds for each country:

• UAE: 50,000 AED
• KSA: 55,000 SAR
• Qatar: 50,000 QAR
• Oman: 5,000 OMR
• Bahrain: 5,000 BHD
• Kuwait: 4,000 KWD

Ounass reserves the right to enroll customers at its discretion.

Eligible spending is calculated based on all completed orders (excluding returns and cancellations) over one year, starting from 31 days ago. Orders within the last 31 days are not counted until they are no longer returnable. For instance, if today is September 1st, the eligible spending will be calculated for orders placed between August 1st of the current year and July 31st of the previous year. Ounass reserves the right to enroll customers at its discretion.

Membership in the Personal Shopping Benefits lasts for 12 months from the joining date.

Once you've joined, you can enjoy the program for 12 months. To renew for another year, your Confirmed amount needs to meet the minimum spending thresholds for your country. Ounass reserves the right to renew customers at its discretion.

The Confirmed amount represents the amount you've spent on completed orders since joining the Personal Shopping Benefits, excluding returns and cancellations. This amount determines your renewal for another year.

The Pending amount is what you've spent on orders still within the returnable period. It becomes Confirmed after 31 days from order placement, provided there are no returns. Orders placed within 31 days before joining are counted as Pending and will become Confirmed after the returnable period ends. All orders placed in the last month of the membership will be counted as Pending and will become Confirmed for the next year if renewed.

Ounass operates in several countries in the GCC. Your Ounass account is linked to your "home country", where the account was created. When you join the Personal Shopping Benefits, your home country's conditions, including currency and eligibility thresholds, apply. Purchases made in different countries are converted to your home country's currency, which might result in a slight difference in the amount paid and calculated as pending or confirmed.

These amounts are calculated for every purchase made with your Ounass account, excluding returns and cancellations. Make sure to use the same Ounass account linked to the Program.

You can easily monitor your spending and eligibility status by logging into your Ounass account. In the "Personal Shopping Benefits" section, you'll find a dashboard displaying your Pending and Confirmed spending amounts. This real-time tracking allows you to stay informed about your progress within the program.

If your Confirmed amount doesn't meet the minimum threshold, access to the program's benefits will be revoked. However, you can rejoin the program once your eligibility spending reaches the minimum threshold.

As a member, you enjoy exclusive benefits, such as Personal Styling with dedicated fashion advisors, Shopping on Behalf, Try and Buy, Personal Lookbooks, and Special Offers. You'll be notified when new benefits are added.

The program is currently available only to existing Personal Shopping customers, but soon, every customer with an Ounass account who meets the eligibility criteria will be able to request to join.

Currently, the program is available only for customers using the Ounass iOS app. More devices will be supported in the future.

The program is available to customers in all countries where Ounass operates.

Currently, the program is available only for existing Personal Shopping customers by invitation. Soon, all eligible customers with an Ounass account will be notified and provided with instructions on how to request to join.

No, the benefits offered are completely free of charge.

You can find your dedicated personal shopper's contact details on the Personal Shopping Benefits dedicated page.

You can track personal shopping orders from the "My Orders" section, just like any other order.

The return policy for personal shopping orders is the same as for any other order, which is 30 days.

No, the Personal Shopping Benefits are intended for personal use.

Your personal shopper is available to assist you as often as you need.

Yes, Personal Shopping Benefits members have access to special events and promotions, and your personal shopper will keep you informed.

While pausing the program is not an available option, you have the flexibility to terminate your participation at any time by reaching out to your dedicated personal shopper. They will assist you in the process, ensuring that your eligibility and confirmed spending are appropriately updated. Please keep in mind that, upon termination, you'll have the opportunity to rejoin the program when you wish, provided you meet the eligibility criteria.

Tax Free shopping allows you to reclaim a portion of the Value Added Tax (VAT) paid on eligible goods purchased in the UAE, provided these goods will be exported out of the country. You can claim your VAT refund after validating your purchases at the point of exit. Upon validation, you will receive 87% of the VAT paid on your transaction, minus a fee of AED 4.80 per transaction.

The VAT refund process is managed by Planet Tax Free, authorized by the Federal Tax Authority (FTA) to provide VAT refunds to eligible tourists upon their departure from the UAE.

You are eligible if:

• You are a tourist aged 18 or older and are not a resident of the UAE.
• You are not a crew member on a departing flight or cruise.
• You are a GCC national who does not reside in the UAE.

Most taxable goods qualify, except for:

• Items that have been partially or fully consumed in the UAE.
• Motor vehicles, boats, and aircraft.
• Goods not carried with the tourist when leaving the UAE.
• Services (such as shipping and handling fee) are not eligible for VAT refunds.

You’ll receive 87% of the VAT paid on eligible purchases, with a fee of AED 4.80 deducted per tax free transaction.

Follow these steps to shop tax free on Ounass:

1. Before Completing Your Purchase:

• Ensure the first and last name on your Ounass delivery address exactly matches your travel document (passport or GCC ID).
• Ensure your purchase meets the AED 250 minimum spend requirement for "shipped from UAE" items in your bag.
• Make sure you are in the UAE when making your purchase to qualify for VAT Refund for tourists.

2. After Completing Your Purchase:

• Click the “Register for VAT Refund for Tourists” button that appears after checkout.
• If you checked out as a guest, log in or create an account to complete your registration.
• Accurately fill in the registration form with details exactly as on your travel document to avoid disqualification from VAT refund registration.

3. Delivery Verification: Be present with your original travel document during delivery. If you’re not available, your tax free transaction will be canceled.

4. Validation at UAE Exit Points: To complete your VAT refund, please visit the Planet validation points at UAE border crossings, including airports, seaports, and land borders. If departing from an airport, be sure to visit the Planet validation points before checking in any baggage. Ensure all items are in their original, unopened packaging. Choose your preferred refund method—credit/debit card, cash, or digital wallet. Planet Tax Free will process your refund after you exit the UAE.

• If you cancel, return, or exchange any item in your order before validation starts at Planet validation points, your tax free transaction will be cancelled. A warning regarding your cancelled tax free transaction ID will appear in your order details.
• Once validation at any Planet validation points begins for your tax refund registered orders, returns and exchanges will no longer be possible for your order.

After your first tax free purchase, you’ll receive an SMS with a link to the Planet Shopper Portal or app where you will be able to see all your transactions in one place. You can download Planet app by clicking here.

You must export your goods from the UAE within 90 days from the date of purchase as recorded on the tax invoice. Failure to export within this timeframe will result in losing your VAT refund eligibility.

You can find detailed information by checking following resources:

1. Download Planet's Guide to Tax Free Shopping in the UAE by clicking here..
2. Visit Planet's website for Terms and Conditions and Privacy Policy and more detailed information.
3. Download the Planet Tax Free ME app by clicking here.

If you need more help, you can reach out to Planet's Customer Happiness Center via email at [email protected] for assistance.