Exchange & Return Policy

No Refund Policy

Shopeloura generally follows a no-refund policy. Once an order has been confirmed and processed, refunds are not available unless required by applicable law or specifically stated in this policy.

UAE Exchange Policy

Our exchange policy applies to eligible UAE orders only.

Customers may request an exchange within 7 days of delivery, subject to the terms and conditions below.

Exchange Eligibility

To qualify for an exchange:

• The item must be unused and unworn.
• The item must be in the same condition in which it was received.
• Original packaging, tags, and accessories must be retained where applicable.
• The exchange request must be made within 7 days of delivery.
• The item must not show signs of washing, alteration, damage, makeup, perfume, or other use.

If there is an issue with the fit, please contact the Shopeloura customer support team within 7 days of delivery. Our team will review the issue and advise you on the available options according to the product and circumstances.

Eyewear Exchange Policy

For eyewear, eligible items may be exchanged within 7 days of delivery, provided that:

• The eyewear is unused and unworn.
• The lenses and frame are free from scratches, marks, or damage.
• Any protective film, tags, packaging, case, and accessories are returned where applicable.
• The eyewear has not been altered, adjusted, or modified.
• The item is returned in its original condition and packaging.

Please check your eyewear carefully upon delivery. Exchanges due to a change of mind, incorrect selection, or personal preference are subject to Shopeloura's exchange terms.

Items Not Eligible for Exchange

The following items are not eligible for exchange:

• Sale or promotional items
• Eyewear that has been worn, scratched, damaged, altered, or modified
  
  

Sale Items

Items purchased during a sale, promotion, or special offer are not eligible for exchange, unless otherwise stated on the product or promotion page.

Defective or Damaged Items

If you receive an item that is defective or damaged, please contact Shopeloura as soon as possible after delivery.

Where the issue is confirmed to be a manufacturing or product defect, Shopeloura may provide a replacement or suitable resolution at no additional cost, subject to assessment.

We strongly recommend recording a continuous unboxing video when opening your package and keeping photographs of the item and packaging. This may be required to help us assess any damage, missing item, or delivery-related issue.

Exchange Shipping Costs

Unless the exchange is due to a confirmed defect or an error on our part, shipping and applicable exchange-related charges may be the customer's responsibility.

Delivery time for an exchanged item may vary depending on the customer's location, product availability, and preparation requirements.

International Orders

For international orders, the following conditions apply.

Abaya

Eligible Abaya products may be considered for return or exchange within 7 days of delivery, provided that:

• The item is unworn and unused.
• The item has not been washed, altered, or damaged.
• All original tags and packaging are retained.
• The item is returned in its original condition.

Customers must contact Shopeloura before sending any item back. Unauthorized returns may not be accepted.

Eyewear

Eligible international eyewear may be considered for exchange within 7 days of delivery, provided that:

• The eyewear is unused and unworn.
• The frame and lenses are free from scratches or damage.
• The original packaging, case, tags, and accessories are included where applicable.
• The eyewear has not been adjusted, altered, or modified.

Eyewear that has been worn, damaged, scratched, or altered is not eligible for exchange.

International Return Costs

For approved international returns or exchanges, the customer is responsible for applicable return shipping costs, customs duties, taxes, and other charges, unless the issue is confirmed to have resulted from an error or defect on our part.

We recommend using a reliable and trackable shipping service when returning an item. Shopeloura cannot be held responsible for return parcels that are lost or damaged while being shipped back to us.

How to Request an Exchange

To request an exchange, please contact the Shopeloura customer support team via WhatsApp, social media, or email within 7 days of receiving your order.

Please provide:

• Order number
• Customer name
• Reason for the exchange
• Clear photographs of the item
• Unboxing video, where applicable

Our team will review your request and advise you on the next steps.

Please do not send any item back before receiving confirmation and instructions from the Shopeloura team.