Frequently Asked Questions
Find answers about your order, delivery, returns, payments and account.
Exchanges & Returns
Everything you need to know about returns, exchanges and refunds.
Can I return an item?
Yes. Items can be returned if they're unworn, unused, in original condition with tags attached, and not on our non-returnable list. The item remains your responsibility until it reaches us, so we recommend using an insured courier for the return shipment.
Can I exchange an item?
Absolutely — if the fit isn't right, we've got you covered. Just send the item back within 14 days of delivery and we'll help you get the correct size, as long as it's not on our non-returnable list.
How do I start a return?
Visit our returns page and follow the instructions to submit your return request — you'll need your order details to get started. Once approved, pack up your item and ship it to the address below, making sure to include the contact number on the parcel:
FYOR UAE
#4, Gate No 26, Al Quoz Industrial Area 4, Dubai, UAE
Contact: +971 50 484 5730
When will I receive my refund?
Once we receive and approve your return, we'll issue your refund to your original payment method. Processing times may vary depending on your bank or payment provider.
Are any items non-returnable?
Yes. Certain items — such as final-sale, personalized, or hygiene-sensitive products — aren't eligible for return. Any restrictions will be noted on the product page or in our full return policy.
Orders
Information about placing, changing and managing your order.
How do I know if my order has been confirmed?
You'll receive an order confirmation email with your order details right after your purchase goes through.
Can I change my order after placing it?
We process orders quickly, so changes can't always be guaranteed. Contact our customer care team as soon as possible and we'll do our best to help.
Can I cancel my order?
If your order hasn't entered processing or shipped yet, we may be able to cancel it. Reach out to us as soon as possible with your order number.
Where can I find my order number?
You'll find it in your order confirmation email — and if you have an account, in your order history too.
What should I do if I receive the wrong item?
Contact our customer care team with your order number and a photo of the item you received, and we'll sort it out as quickly as possible.
Payments
Learn more about accepted payment methods and payment security.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, Tabby, and Tamara. All available options — which may vary by location — are shown securely at checkout.
Is my payment information secure?
Yes. All payments are processed through secure providers using extended validation SSL encryption, so your data is protected at every step of the transaction.
When will I be charged?
You'll typically be charged when your order is placed, though this can vary slightly depending on the payment method you choose.
Why was my payment declined?
This usually happens due to incorrect billing details, insufficient funds, or a restriction from your bank. Double-check your information, or reach out to your payment provider for more help.
Can I use more than one payment method?
Unless stated otherwise at checkout, only one payment method can be used per order.
Shipping
Delivery times, tracking, shipping charges and international orders.
When will my order ship?
We prepare orders as quickly as possible after confirmation. You'll get an email with your tracking details as soon as it ships.
How can I track my order?
Use the tracking link in your shipping confirmation email to follow your package. It may take a little time to update once your order has been dispatched.
How much does shipping cost?
Shipping rates depend on your destination and chosen delivery method, and the final cost will be shown at checkout before you pay.
Do you offer international shipping?
It depends on the destination. Enter your delivery address at checkout to see which shipping options are available for your location.
What if my package is delayed?
Occasional carrier delays can happen. If your tracking hasn't updated in a while, reach out to our customer care team and we'll help sort it out.
My Account
Manage your details, password and order history.
Do I need an account to place an order?
Not necessarily — depending on the checkout options available, you may be able to place an order as a guest.
What are the benefits of creating an account?
Having an account makes shopping easier — view your order history, manage your details, and enjoy a faster checkout next time.
How do I reset my password?
Click "Forgot password" on the login page, and follow the instructions sent to your registered email address.
How do I update my account details?
Sign in to your account to update your saved information — some details can also be edited right at checkout.
I cannot access my account. What should I do?
Start by resetting your password. If you're still unable to sign in, contact our customer care team and we'll help you get back in.