SHIPPING & RETURNS POLICY

SHIPPING

Order Processing

• Orders are processed Monday to Friday excluding UAE public holidays.
• Orders placed before 4PM UAE time will be processed the same day, provided all security checks are cleared.

UAE Delivery

• Standard delivery, 2–3 working days: 30 AED.
• Free standard delivery on orders over AED 500.

GCC Delivery

• Standard delivery, 2–3 working days: AED 100.
• Free standard delivery on orders over AED 500.

International Delivery

• Standard shipping (7–10 days): AED 150 flat rate.
• Free standard delivery on international orders over AED 1,000.

Taxes & Duties

• Customers outside the UAE are responsible for any customs duties, import taxes, or fees.

Delivery Notes

• Delivery times are estimates and may be affected by customs clearance or high-demand periods.
• Customers must notify us within 14 days of dispatch if there are delivery issues.

Pre-Orders

• Orders ship once all items (including pre-orders) are available. For faster delivery, please place separate orders.
• Delivery times for pre-orders may vary due to production or shipping delays.
• You may cancel a pre-order for a full refund if it has not yet shipped. Once dispatched, our standard returns policy applies.

RETURNS

We hope you love your order, but if not, here’s how returns work:

• Full-priced items must be shipped for return within 7 days of receipt for a full refund or store credit. Returns shipped between 7–14 days are eligible for store credit only.
• Sale items are only eligible for store credit only and must be shipped for return within 7 days or receipt.

Eligibility

• Items must be unused, unwashed, unworn, with original tags and packaging.
• Returns not meeting these conditions will not be accepted.

How to Return

• Email returns@tessera.ae with your order number to start your return request.
• We offer return courier options upon request, or you may use your own courier at your own expense. You must keep proof of shipping.
• For international returns, clearly mark the parcel as “Return” and include your original inbound tracking number to avoid extra duties.
• tessera is not responsible for returns lost or delayed when customers arrange their own shipping. For any questions, please contact us at refunds@tessera.ae
  

Refunds

• Once your return is received and inspected, we’ll notify you of approval. Once approved refunds are issued to the original payment method within 7 working days (timing depends on your bank).
• Store credit is issued via gift card, valid for 180 days.
• Please note that original delivery costs are non-refundable.

EXCHANGES

• We do not offer direct exchanges. Please return your item and place a new order.