Fashionably Asked Queries Zone

1. 1. Who can buy from Couturelabs?

Any individual who is a fashion enthusiast and eco-conscious at heart can buy from us. 

2. 2. How can I contact Couturelabs?

You can reach our Customer Support Team at:

Email: [email protected]

WhatsApp: +971 50 954 8846 

Call: +971 56 511 6509.

3. 3. How can we know more about Couturelabs?

We are a home grown, eco-friendly fashion brand located in Dubai, UAE. To know more about us, read our About Us page. 

4. 4. Do you accept Returns and Exchanges?

Yes, we do accept returns and exchanges. To know more in detail, please read ourReturns and Exchanges page. 

5. 5. Can I know when the new collection will come?

Yes, absolutely! You can follow us on Instagram or on our WhatsApp Channel to know all about the new collections. 

6. 6. Is there a store I can visit?

We are an online ecommerce brand, we do not have a store. 

1. 1. How can I make a payment?

Payment can be made through all Credit Cards and Debit Cards (if your bank has enabled them for online transaction), Apple Pay, Tabby, Postpay and Cash on Delivery. 

2. 2. Do you have a gift voucher that I can buy? 

No, currently we are not offering gift vouchers on our website

3. 3. Is there extra charges for Cash on Delivery?

Yes, there is a standard AED 25 charge for Cash on Delivery service for orders within UAE. 

4. 4. Are my bank details secured for online payments at Couturelabs?

We use industry-leading encryption standards. This encrypts the data you provide to us, ensures it is safe and not accessible to any third party. From your side, the most important is to protect your password. Your data is only used to process orders and to serve you better. It will be under no circumstances disclosed to any third party. 

5. 5. What do I do if payment is unsuccessful?

Please wait and let the page reload while the payment is under process, via Debit/Credit Cards, Tabby or Post-pay. If there is a failure in payment, our Customer Support Team will contact you.

1. 1. How do I understand which size will fit me? Do you have any size charts?

Yes, we do have standard size charts on our website. If the size is still incorrect, once you receive the item, we always accept exchanges.

2. 2. If something is missing from my order, what do I do?

If there is any item missing in your order, kindly contact our Customer Support Team immediately and they will help you with the same. 

3. 3. What if I received a different item than the one I ordered?

Kindly contact our Customer Support Team immediately and we will initiate an Exchange free of cost. 

4. 4. If I am confused regarding which size to order, who can help me?

We have an Inhouse Stylist Team, who are available for all your fashion queries related to sizes, styling and colors. Kindly contact our Customer Support Team and they will help you book an appointment. 

5. 5. How can I know more about the product I am ordering?

Every product on our page has detailed information about fabric, sleeves, length and prints.

1. 1. How do I initiate a return or exchange?

To initiate a return/exchange please contact our Customer Support Team within 5 days of receiving your order. Please read our Returns and Exchanges page for more details.  

2. 2. What items are eligible for returns and exchanges?

We accept returns and exchanges for items that are defective, damaged upon receipt, or if you received the wrong item. Additionally, you may be eligible for an exchange if you have size or fit issues, provided the item is in its original condition with all tags and packaging intact.

3. 3. Is there a time limit for initiating a return or exchange?

Yes, please make sure to initiate your return (only for UAE) or exchange request (for UAE or worldwide) within 5 days from receiving the order. Requests made after this period will not be accepted.

4. 4. Do I have to pay any charges for return/exchange?

The first return/exchange (within UAE) on non-sale/promo items is processed FREE of cost. Multiple requests on the same order are chargeable. Return/exchange requests on sale/promo items will be chargeable. 

All Exchange requests placed from outside UAE are chargeable (return shipping charges and custom duties).

5. 5. Can I receive a refund for my return items if damaged?

Refunds are available for defective items, damaged items, or when you receive the wrong item. Once we receive and inspect the return items, we will process your refund to the original payment method. 

6. 6. How long does it take to process returns and exchanges?

Our team strives to process returns and exchanges as quickly as possible. Allow 12-14 business days for us to complete the inspection and process your refund if applicable. Contact our Customer Support Team to be updated on the status.

7. 7. Can I exchange an item for a different size or color?

Yes, you can exchange an item for a different size or color if you are experiencing size or fit issues, provided the item is in its original condition with all tags and packaging intact. We will assist you in finding the right size or color based on availability.

8. 8. What if the item I want to exchange for is out of stock?

If the item you want to exchange for is out of stock, we will work with you to find a suitable alternative or offer you store credit for future purchases.