Refund policy

Effortless Shopping, Reliable Delivery & Returns.

1. Return: UAE, KSA, Qatar, Jordan, & Bahrain

We offer a hassle-free, complimentary return policy for all orders allowing you to return your purchased items within 15 days of delivery for any reason. To qualify for a refund, returned items (including any promotional gifts) must be received within 15 days of order receipt, adhering to the following conditions:

  • Items must be unused, unaltered, and in resalable condition (as received). Footwear must remain pristine and undamaged.
  • Items must be returned in their original packaging, including brand tags, labels, dust bags, and authenticity cards (where applicable). Swimwear must retain its hygiene liner.
  • Returns must be accompanied by the original order confirmation.
  • Please note: Earrings are non-returnable.

Refund Policy: UAE, KSA, Qatar, Jordan, & Bahrain

Once your return is inspected and approved, we will issue a refund for the item’s full value (excluding original shipping fees and any cash-handling charges, where applicable). Refunds will be processed as follows:

  • Store Credit: If you choose store credit, the refund amount will be added to your TWLV account with no expiration, allowing you to use it for future purchases. In this case, the refund will not appear on your bank statement.
  • For Credit Card Payments: your bank will process the refund within 5 to 14 working days

How to Return an Item:

To arrange a return, you can:

  • Contact us via email at care@wetwlv.com or Whatsapp on +971 50 5003047.
  • Initiate a return request by logging into your account under the Order History section.

 

Returning Damaged or Incorrect Items:

If you receive a damaged item or an incorrect order, please follow the return process above. Items must be returned in their original condition within 15 days of receipt for a full refund, including shipping fees, taxes, and duties (if applicable). If stock allows, we may offer replacements. For manufacturing defects, the item may be covered by a warranty—please contact us for assistance.

Shoes:

To be eligible for return, shoes must be unworn and in perfect condition. Shoes should be tried on a carpeted surface to prevent marks. Any signs of wear, scuffing, or damage to the shoes or packaging will result in the return being declined.

Non-Returnable Items:

For hygiene and safety reasons, the following items cannot be returned:

  • Beauty and grooming products (including skincare, fragrances, makeup, and haircare).
  • Underwear, face masks, and earrings.

Packaging Guidelines:

Please ensure that product packaging remains intact, as damage (e.g., crushed shoe boxes) may impact your refund eligibility.

Return Monitoring:

To maintain a fair return policy, we reserve the right to track return patterns and decline orders from customers with excessive returns. However, this does not affect your legal consumer rights under UAE law.

For any additional questions regarding delivery and return, please reach out to us at care@wetwlv.com or via WhatsApp at: +971 50 5003047.