The Serena

**Emirates Shoes Ltd. – Purchase & Return Policy** **Our Commitment to Excellence** At Emirates Shoes Ltd., we pride ourselves on exceptional craftsmanship, premium materials, and unparalleled elegance. We want you to be completely satisfied with your investment. If your purchase does not perfectly meet your expectations, our streamlined return and exchange policy is designed to ensure a seamless experience. ### **1. Purchasing & Shipping** * **Order Confirmation:** Upon placing an order, you will receive a confirmation call reconfirming your invoice and order details. * **Processing Time:** All orders are processed and prepared for dispatch within 1-2 business days. * **Shipping:** We offer Standard and Express shipping on all our footwear. * **Order Modification:** If you need to change your size or shipping details, please contact us within 24 hours of placing your order. Once an order has been shipped, it cannot be modified. ### **2. Return & Exchange Policy** **Conditions for Return & Exchange:** * **Pristine Condition:** Shoes must be unworn, completely free of any scuffs, creases, or marks, and in their original, resalable condition. * **Trying on Your Shoes:** To prevent scratching the leather soles, we strictly require that you try on your new shoes on a soft, carpeted surface. Shoes with scratched, marked, or damaged soles will not be accepted for return. * **Original Packaging:** All items must be returned in their original Emirates Shoes Ltd. packaging, including the shoebox, dust bags, shoe horns, and any included accessories or tags. The shoebox itself must not be used as the shipping box. *Please note: Final sale items, bespoke/customized orders, and gift cards are strictly non-refundable and cannot be exchanged.* ### **3. How to Initiate a Return or Exchange** To ensure a smooth process, please follow these steps: 1. **Request a Return:** Please inspect the product thoroughly in front of the delivery personnel at the time of delivery. If there is any fault with our product or service, you may request a return immediately. 2. **Request an Exchange:** Message us on our Facebook Messenger or WhatsApp detailing your issue. 3. **Receive Authorization:** Within 24 hours, our team will respond and investigate to validate the return or exchange request. 4. **Pack Carefully:** Place the shoes in their original dust bags and shoebox. Place the shoebox inside a protective shipping carton. 5. **Ship:** Attach the provided invoice and drop the package off at the designated carrier. 6. **Exchange Shipping Costs:** Customers are responsible for any shipping costs associated with exchanges. ### **4. Refunds & Processing** * **Inspection:** Once our warehouse receives your return, our quality control team will inspect the items within 3-5 business days to ensure they meet our return conditions. * **Refund Issuance:** If approved, a full refund (excluding original shipping charges) will be issued to your original method of payment. * **Bank Processing Time:** Please allow 5-10 business days for the funds to appear in your account, depending on your bank or credit card provider. * **Exchanges:** If you requested an exchange for a different size or style, the new item will be dispatched immediately upon approval of the returned item. ### **Need Assistance?** Your satisfaction is our priority. If you have any questions regarding fit, sizing, or our policies before making a purchase, our styling and support team is at your service. **Contact Us:** * **Email:** emiratesshoes2026@gmail.com * **Phone:** 01404-408052, 01866-634275 * **Hours of Operation:** Saturday – Thursday, 11:00 AM – 6:00 PM