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I have received a wrong or damaged item
In this unlikely situation, please visit the Contact Us section and reach out either through WhatsApp 0097144223100 for instant support or send an email to customercare@www.getluxuryus.com. Please be sure to include your order number, the wrong or damaged item name and number and attach a picture of the item. Our team will look into your request and get back to you within 2-3 days.
I have a missing item in my order
For any missing items in your order, please visit the Contact Us section and reach out through WhatsApp 0097144223100 for instant support or send an email to customercare@www.getluxuryus.com with your order number, the missing item’s name and number. Our team will look into your request and get back to you in 2-3 days.
How do I place an order as a gift?
To include a gift note with your order, follow these steps:
- Navigate to your cart on the My Bag page.
- Click on the “Add Your Gift Note” section.
- Enter your desired gift note message and click “Submit”.
If you want to add a note after placing the order, you can reach out to us via phone or WhatsApp. Remember to request this before your order is shipped.
For 2-hour and 3-hour delivery, adding a gift note after the order is placed is not possible.
Is there a way to reverse an order cancellation?
Unfortunately, once an order cancellation is requested, it cannot be reversed. If you still want to receive the items, you’ll need to create a new order for them.
I placed an order as a gift and I want to make sure that price tags are removed and no invoice is included with the order.
If your order is shipped from the same warehouse as your location (e.g., UAE order from UAE warehouse, KSA order from KSA warehouse), no invoice will be included.
However, for cross-border shipped orders, the invoice is a mandatory part of the order due to customs and shipping, and cannot be removed.
How will I know if an item is out-of-stock?
Any item that is sold out will mention, ‘Out of Stock’ on the product page. In rare cases, a product in your cart may become out of stock as you’re in the check-out process and a notification will pop up during the process. For out-of-stock items, add them to your wishlist. You will be notified once they are back in stock.
Do you offer gift cards?
At the moment, we don’t offer gift cards – but don’t worry, we’re actively working on introducing this feature in the future. Keep an eye out for updates!
How will I know if Ounass has received my order?
After placing your order, you will receive an e-mail to inform you that your order has been received. Then you will get an e-mail with the order invoice. Once your order is shipped from the warehouse to the delivery team, you will receive a third e-mail stating your order has been shipped.
Can I change or amend the items in my order once it has been placed?
At the moment, you can cancel part of the order. To change or add items, please cancel the order or place a new one. We are actively working on developing more flexible options, so stay tuned for updates!
Is there a cost for duties and tax?
No, Ounass covers all duties and customs taxes.
An item I want is out of stock, when will it become available again?
Although items do come back in stock, product availability depends on the brand’s stock. Due to this, we cannot identify when an item will be back on the website. To keep track, simply add the item to your wishlist and subscribe to our newsletters to stay updated and get notified once the item is back in stock. You can also check the ‘New In’ section every Monday for all new additions. Items that are restocked will feature the ‘Back in Stock’ tag.
To allow notifications and subscribe to our newsletter on your mobile app, please follow these steps:
- Tap more
- Then tap on Settings
- Enable newsletter subscription and allow notifications
To subscribe to our newsletter from the website, please follow these steps:
- Go to the account menu
- Then click on ‘My Account’
- Finally, click on Communication Preferences and enable Subscribe to Ounass newsletters via Email, SMS, or both
Do the items in an order come in Ounass packaging or brand packaging?
This depends on the item and the brand. The packaging is specified on the product’s page under the Design Details section.
I have placed an order and the amount was deducted, but I did not receive an order confirmation.
We are sorry to hear that. Please wait for 10 minutes as there might be a slight delay in receiving the order confirmation due to our system processing the transaction. If you still haven’t received your confirmation with your invoice, please contact our Customer Care team through the Contact Us page. To help investigate the matter, kindly provide us with the email address and phone number used while placing the order.
When can I expect to receive my order?
Your order will be shipped according to the expected release date, as indicated on the shipping address page after clicking on secure checkout.
What does Pre-Order Mean?
Pre-ordering allows you to get early access to desired collections ahead of the official launch. When you pre-order an item, you secure it before it becomes available for general purchase. This means that you have the advantage of reserving the product before it potentially sells out.
Once you place a pre-order, rest assured that we will deliver the item to you as soon as it becomes available in our inventory. You won’t have to worry about missing out on the item, as your order is prioritized, and you’ll be among the first to receive it once it’s ready to be shipped.
When do I need to pay for my Pre-Ordered items?
All Pre-Order items must be paid for in full at the time of placing the order.
What happens if I want to return my order after I have received it?
You can cancel your Pre-Order item within 30 days of receiving it. Simply visit the My Orders section on the app. Please note that in the case of Pre-Order items the only mode of refund is store credit, the refund order value will be credited to your Ounass store credit account and will not be transferred to your issuing bank for Debit/Credit card/Apple Pay accounts.
You will not see a refund on your bank statement as we will be crediting the money on your Ounass store credit account, and you can use this money for your future purchases on Ounass.
How will I get my refund for a Pre-Order?
For all pre-orders, refunds will be processed in the form of store credit on your Ounass account. Please note that the refunded amount will not be transferred back to your original payment method, whether it’s a debit card, credit card, or Apple Pay account.
If I wish to exchange a gift, will the gift sender be notified?
You can return the gift without notifying the sender. The refund will be processed in the form of store credit. However, please note that Amber points will be refunded to the original customer (gift sender). Consequently, orders fully paid with Amber will not be accepted for return.
Exchange is not possible at the moment, but when you return the item you will get store credit that you can use in your future purchase.
Does Ounass have a physical store?
Ounass does not operate a physical store.
Can I send multiple gifts in separate packages within the same order?
To send multiple gifts, please note that separate orders are required.
Is gift wrapping available?
We offer special gift wrapping. During the checkout process, simply click on the plus sign (+) in the “add gift message” section to include a gift note. Our dedicated team will be notified and ensure a beautifully wrapped box for your special occasion.
What can I expect with Eco Packaging?
Opting for our Eco Packaging option means contributing to sustainable practices. Here’s what you can expect:
- For larger items, your purchase will be thoughtfully packed in a brown eco-friendly box, minimizing environmental impact.
- For smaller items, we prioritize resource conservation by using a small Jiffy bag for a more eco-conscious approach.
Thank you for choosing eco-friendly packaging with Ounass. Your commitment to sustainability is appreciated.
What is a Gift with Purchase and how can I receive it?
A Gift with Purchase is a special offer where you receive a complimentary gift when you purchase from specific brands listed in the offer banner. Please note that regional exclusions and minimum spending requirements may apply. The availability of gifts is subject to stock availability.
To receive a Gift with Purchase, simply purchase from the eligible brands mentioned in the offer. The gift will be automatically added to your cart if your purchase qualifies for the promotion. If you’re an iOS app user, you might need to tap “Select your free samples” on your ‘Bag’ page to select the free samples you love.
If you need to return items from your order, the gift should be returned along with the item in its original received condition.