Frequently Asked Questions
Find out more information with our FAQ page.
ORDERING
How can I place an order?
Simply add the items you'd like to purchase in you shopping cart. Once added, you can continue to check out and fill in all required information. We need a valid email and calling number to be able to send you notifications regarding your order and for delivery purposes.
Store vouchers and codes can be applied during the checkout process.
How can I cancel my order?
Unfortunately, once an order has been placed, we are unable to cancel it.
I have placed an order online, it has been processed but I have not yet received a confirmation email. Why?
Please check your spam and if you used your correct email.
Kindly connect with us via our Contact Us page regarding your concern.
Why has my order been cancelled?
You order can be automatically or manually cancelled by us. Following reasons are the most common;
- Item unavailable
- Technical glitch
- You used a code that was not supposed to be for you
- Fraudulent behaviour, address, payment method
- Payment failed
How do I know if my online order has been successful?
You should recieve an email confirmation right after placing your order mentioning your order reference number, order number, tracking and order summary including your address details.
Please check your spam folder. Connect with us via our Contact Us page if you are unsure.
Where can I find my order history?
Kindly log into your account (no profile required). Once logged in, you will see a list of all orders placed.
View order history
Can I track my order online?
Kindly log in your account (no profile required). Once logged in, you will see a list of all orders placed where you can find the tracking details.
Track my Order
What is a Pre-Order?
Pre-Orders are items that are currently not in stock but
will be released at a future date. We offer Pre-Orders so that you will receive that item when it is released and not have to worry about it selling out elsewhere and not receiving it. Estimated shipping dates for Pre-Orders are located in the description and are subject to change by the manufacturer.
How long will it take to arrive?
Once we receive the Pre-Ordered items we will ship them to you within 1-3 business days. You will receive an email confirmation once your item has been shipped with a tracking number. If you ordered numerous items for Pre-Order, these items will be shipped once your complete order is in stock. Please note that some items may arrive before
others.
What happens if the estimated shipping time is more than one week?
Pre-Ordered items with a shipping time of more than one week
will be shipped together in the same order.
When will you charge me for my item?
To secure your item, you will be charged at the time of
purchase.
Can I cancel items that I have Pre-Ordered?
Yes. Please contact us at info@amadawear.com
(or via or contact us page)
. Please note that cancelled Pre-Orders will be issued as store credit and valid
for 12 months from the date of purchase.
My Pre-Order delivery date has changed. What’s going on?
Please note that Pre-Order release dates are subject to change by the manufacturer.
Due to stresses on the manufacturing side including shipping delays, and supply chain issues, release dates may vary. We will update each item’s description, send out email alerts, and update our Pre-Order Update Page with
new information as soon as we receive it from the manufacturer.
DELIVERIES
What are the delivery options & transit times?
We offer a home delivery service. The time and cost of delivery will vary depending on the location.
UAE
- Free 1 - 3 Days Delivery
- 30 AED Same Day Delivery (must order before 11am for same day. Closed on Sundays)
GCC
- Free 2 - 3 Days Delivery for orders above 800 AED
- 50 AED 2 - 3 Days Delivery for orders under 800 AED
Our warehouse is closed on Sundays.
UAE Same/ Next Day Delivery
Orders placed before 11am are delivered within the same day. Orders placed thereafter will be shipped out the next day. Our warehouse is closed on Sundays.
How much is the shipping cost?
For the UAE, free shipping is available for all orders. Same/Next Day orders are charged 30 AED.
For the GCC, orders above 800 AED are complimentary. For orders under that amount a fee of 50 AED is applied. The shipping cost fee is non-refundable.
Where are you shipping from?
Orders coming from the Middle East are shipped out from our warehouse in Dubai.
For shipping to countries in Europe and North America please visit www.amadawear.com (kindly activate your VPN if you are being redirected).
Do you charge VAT on delivery?
Yes. As per UAE law, a 5% VAT is already included in our displayed prices. If delivery is for other GCC countries (KSA, Qatar, Bahrain, Oman and Kuwait), then no UAE VAT is applied but rather an Import VAT of 5% will be applied. Based on the delivery country's customs clearance laws if the VAT% is higher than 5% then the additional amount will be charged as Additional Import VAT.
Duties vary depending on the value of the goods, materials used and country of production. Importantly, all countries have different rules regarding this so we are unable to confirm the amount you may be required to pay as this is determined on import taxes by local customs officials. You will not always be required to pay duties or import tax, but it is important that you make yourself aware of the duties that apply in your country in case you are charged to avoid any surprises.
Tracking/missing package?
Please connect with us via our Contact Us page. Please provide your order ID, full name, email address and the missing item(s) from your order.
How do I change my delivery address?
Once an order is placed, we're unable to edit or make changes. Our team can help if you have any questions via our Contact Us page.
What to do if I received a wrong/damaged item?
Please connect with us via our Contact Us page mentioning your order number and the issue. Kindly include images.
Where can I track my order online?
Kindly log in your account (no profile required). Once logged in, you will see a list of all orders placed where you can find the tracking details.
View order history
My order has been shipped but is delayed/ did not arrive?
Please connect with us via our Contact Us page.
Caution: We are not responsible for failed delivery due to erroneous shipping addresses or missing phone numbers from the original order. We are also not responsible if you ignored any pickup notice from the shipping carrier, resulting in the loss or return of the package. In this case, we can issue you a store credit on request. We will not be held liable for any lost packages by the shipping carrier.
RETURNS & EXCHANGES
What is the return and exchange policy?
You are eligible for a refund or exchange, If you submit an online request within 14 days of date of delivery.
Request Return / Exchange
Items will only be accepted if they meet the following conditions;
- Items are in their original and unused condition
- Tags remain attached to garments
- Garments are unworn, unwashed and unstained (makeup, pet hair, perfume, deodorant etc.)
- Sale Items can either be exchanged for store credit for the same value of the product(s) or for the same product in a different size
Our returns department has the right to refuse any returned item that does not meet the above conditions. In this instance, the returned item WILL NOT be sent back to the customer unless a shipping fee of 40 AED is paid.
How can I return/ exchange an item?
Submit your request for a refund or exchange within 14 days of receiving your order.
Click here to submit a return/exchange
1. Sign in to the return portal
2. Click the relevant order number
3. Select the items you wish to return
4. Submit return
Once approved, you will receive instructions by email to proceed with your return process including our returns address according to your specific requirements.
Next, you will need to follow the below steps, depending on your country of purchase.
For returns, A fee of 40 AED will be charged and deducted from the final refunded amount.
For exchanges, we will bear the cost of the collection and re-delivery (one-time only).
UAE Returns:
One of our delivery drivers will collect your order within 3 days from the delivery address.
Other GCC Returns:
1. Using your local post office for the best service and tracking number ID.
2. Request a DHL/ARAMEX return label from us with a scheduled pickup time.
You must bear the cost for the return including any applicable customs charges. You must keep the receipt and tracking number ID of your returned parcel until we confirm that we have received the items.
After receiving the returned items, they will undergo an inspection and quality check to ensure they are in original condition. Once approved, we will arrange the exchange or refund as requested.
When will I get my refund?
Once your return is processed by our team, the amount will be credited back to your original payment method. You can expect to see this reflected on your statement within 7-10 business days.
Please note, for cash on delivery orders, we will set up a credit note which will be valid for 1 year from the date of purchase. A store credit notification will be send to your email used to order.
STANDARD FAQ'S
My discount code/ voucher doesn't work, why?
Please be aware that once you’ve applied the voucher code, it cannot be used again, so please do not apply it until you’re sure that you’re ready to place and pay for your order.
Most common reasons for promotion codes not working are: being out of date; being applied to products that are not eligible or the set order limit not being reached.
If you’re still having problems, you can also email us using our quick form and we'll be happy to explain how you can redeem your discount online.
What is the right email adress to reach out for collaborations, marketing, retail, press etc ?
General, Sales
info@amadawear.com
Customer Service
service@amadawear.com
Collaborations
collab@amadawear.com
Affiliate Program
affiliate@amadawear.com
Where do you manufacture your products?
Our main activewear manufacturer is located in Turkey, EU.
eGIFT
Where can I get a eGift card ?
You can purchase an AMADA eGift card directly from our site. Choose the value you'd like to add and gift love, whether it be for a friend, a partner, a family member, or yourself.
How fast will I get the eGift card?
Your eGift card will be sent to the recipient’s email immediately after your purchase. They will receive a confirmation email containing their eGift card number along with a code to copy. To make any online purchases, simply enter the eGift card number at the checkout page under "promo code".
Where can I use my AMADA eGift card?
You can use your eGift card on othe website you purchased it from (www.amadawear.ae). If you would like to gift it to someone living in another country within the region, please make sure you purchase it from our site in that country.
Europe & North America use www.amadawear.com.
Our eGift cards are single currency – you cannot use them to purchase items from other countries..
Does the eGift card has a value limit?
We offer multiple value options for you to select from or you can enter a custom amount instead.
How can I top up my eGift card or check it's balance?
You can do that through the by logging in your account and click " store credit". There you will be shown the options.
View Balance
How can I send a eGift card to someone?
1. Select the value you'd like to gift
2. Click " I want to send this as a gift"
3. Enter the reciepients email / who should recieve the eGift card
4. Enter your email to recieve a purchase confirmation
5. You also have the option of leaving them a heartfelt message and decide the date on which they will recieve the email with the eGift card.
PAYMENTS
What payment options do I have?
You can pay online by MasterCard, Apple Pay, Visa and American Express (AMEX), Paypal, Cash on Delivery (COD) and buy now pay later with Tabby.
COD (Cash on Delivery)
We offer COD payments across several GCC countries via Aramex.
Following T&C will apply;
- Only available for orders within UAE, Saudi Arabia, Kuwait and Qatar
- Use exact cash
- Full order amount must be paid at the time of delivery
- Returns cannot be made at he same time of delivery
- Refund Policy: We do not refund cash. You will recieve a store credit valid for 1 year sent by email.
- If you cancel / refuse to take / ignore the order, we will charge 100aed fee covering our shipping, return & admin fees.
The courier company will contact you and schedule a suitable time for delivery.
Still Need Help?
If you can't find what you're looking for, don't worry. We are here to assist.
Contact us and one of our advisors will be happy to help.
