Return and Exchange Process

We offer up to 14 days hassle-free returns and exchange policy within the United Arab Emirates (UAE) from the date of receiving your online order or purchase receipt.

Eligibility Criteria for Exchange:

To qualify for an exchange, items must meet these criteria:

• Unused and in resalable condition, free from damage or wear.
• In their original condition with all tags and packaging intact.
• Includes all brand merchandise (e.g., plastic wrapping, cables, ties, product documentation).
• Free promotional gifts must be returned if included with the purchase.

Non-Exchangeable and Non-Returnable Items:

Certain items cannot be exchanged or returned, including:

• Sale items or those previously exchanged.
• Personalized or made-to-measure products.
• Bundled items sold together.
• Specific items like skincare, fragnance, makeup, cosmetics, underwear, swimwear, linen, furniture, perishable goods, and jewelry (unless damaged due to factory defect).

Non-Refundable Items:

• Deposits, Gift Cards, e-Cards, e-Vouchers, Gift Lists, and event tickets are non-refundable, non-exchangeable, and not transferrable for cash or other payment methods.

Online Return and Exchange Process:

Upon receiving your item and receipt, we will process your exchange or refund as follows:

• For non-faulty items, you may exchange or request a return.
• Refunds will generally be processed using the original online payment method. Credit card refunds may take up to 14 business days. Cash on delivery payments will be refunded with an e-voucher valid for 6 months.
• If an item is out of stock after payment, we will refund it and dispatch the remaining items.
• We do not charge a restocking fee but require you to cover Return Shipping Charges and Return Custom Charges, if applicable. Original Shipping Charges are non-refundable.

How to Exchange or Return Purchased Items:

In-Store Exchanges & Returns at Hashtag Department Store – The Dubai Mall:

• Present your Purchase Receipt or Sales Invoice at the Customer Service Desk or any Cash Desk.
• Exchange/Refund is not applicable on items without original invoices (proof of purchase)
• Alternatively, arrange to ship your items to our store using trackable courier services, ensuring proper documentation.

Online Returns – Items Purchased at Hashtagstore.com:

• Navigate to “My Orders” in the “My Account” section on our website, select the order to return, and follow the provided steps.
• Our team will review and update you via email.

Return Shipping Fee:

• Returns are free within the UAE. Outside the UAE or remote areas, a return shipping fee applies. The courier will contact you within 5 days to schedule pickup.

Faulty Items:

• Report damaged or faulty items within 3 days of delivery by emailing photos to info@hashtagstore.ae. Our Customer Service will respond within 24 hours to assist you.

Complaints:

• Contact our Customer Service Department within 24 hours for quality-related issues with altered items. We aim to resolve disputes promptly.

Additional Information:

For more details on our returns process and policy, please contact our Customer Service team info@hashtagstore.ae.