Return Policy
Last updated: 28/04/2026
Return Window
Returns are accepted within 14 days of receiving your item. To be eligible, the product must be unused, unopened, undamaged, and in its original packaging. Do not break any seals before submitting your request.
Return Methods
You can return your item using any of the following methods:
- By Mail / Free Pickup — We arrange a free pickup from your address, or provide a free return shipping label. No charge to you.
- In-Store Return — Visit our Deira store at 509 Gargash Center, Al Sabkha Rd, Deira, Dubai. Open Mon–Sat, 10 AM – 9 PM. Bring the item with its original packaging and your order number.
- Drop-off Location — Drop the parcel at any of our courier's drop-off points using the free return shipping label we provide. No appointment needed.
Choose whichever option is most convenient — all three are completely free for the customer.
Return Shipping Cost
Returns are completely free for the customer. Once your return request is approved, we will arrange a free pickup from your address or provide a free return shipping label. You will not be charged for return shipping at any point.
How to Submit a Return Request
Submit your request through our Customer Portal: portal.alasil.ae
For assistance, contact return@alasil.ae
Do not send items back without prior authorization. Only approved return requests will be accepted.
Damaged or Incorrect Items
If you receive a defective, damaged, or incorrect item, contact us immediately so we can resolve the issue promptly.
Non-returnable Items
The following items cannot be returned:
- Perishable goods (e.g., food, flowers, plants)
- Custom or personalized items
- Personal care and hygiene products
- Hazardous materials, flammable liquids, or gases
- Gift cards
Exchanges
To exchange an item, first submit a return request for the original item. Once approved, place a new order — or our support team can handle the change request on your behalf.
Refunds
Once we receive and inspect your return, we will notify you of the outcome. If approved, the refund will be issued to your original payment method within 10 business days. Your bank may require additional processing time.
If more than 15 business days have passed since approval and you have not received your refund, contact us at return@alasil.ae.
