Frequently Asked Questions

What COVID-19 prevention measures we are enforcing?
We are taking several precautions at our warehouse and logistics chain

  1. All work stations are being sanitized on an ongoing basis during the day and equipped with hand sanitizers to be used before handling orders.
  2. We have strong protocols of enforced mask usage, hands washing, maintain 2m distance and keep minimal contact with each other.
  3. Your packages are prepared in a clean and safe environment
  4. We are also satisfied with the steps being taken by our shipping partners on COVID precautions regarding order delivery, and we are monitoring any changes in service levels - so far they have been working hard to deliver as promised.
  5. We are encouraging customers to pay in our website by Credit Card to minimize the cash handling to prevent COVID-19 spread.
Do you have a physical shop to check the products?
During Global Village Season, you can come and check the products in UAE. Or you can find our shoes in multiple offline shops. Please visit our section “About us >>> Where are we”.
What are your quality standards?
We have very high-quality standards. We source our manufacturers very carefully to ensure quality. Our products are hand-made in Spain. Shifting the Spanish artisan techniques to the next level. Quality is part of our brand image and we’ll do anything to make sure that image stay strong. If you find any issue regarding the quality of the purchased item, please visit Terms & Conditions / Refund Policy section to know how to proceed.
How to redeem loyalty points?
You just need to log in with your email into Then you will get access to your profile with details of all orders placed as well as the points left and redeemable options.
You need to have an account active with us. In case you did not created one on your first purchase, just send us an email to so we can send you an email to activate it
What are the "Renewed" labeled items?
Renewed are new or like-new condition items that might have small noticeable scratches or slightly damaged packaging.
You will get discounts on those items, under the "Deals" menu
Can I try items before I buy?
  • After you receive and pay for your order, you can try on any item in the comfort of your home. If it doesn’t fit, you can return the item and, within 14 days, we will refund you via loyalty points or credit store you for you to buy something new.

  • Please to refer to our Refund Policy, click here.
    Is registration mandatory before placing an order?
    No, but we require an email and phone number to send your order confirmation and contact before delivery.
    What is your Return & Exchange policy?
    Please refer to our Refund Policy, click here.
    How to place an order?
    Here’s a simple guide to help you place an order on

    1. Browse through the products. Select the items you would like to buy and add them to your cart.
    2. After you add everything you need to the cart, click ‘View Cart” and then "Proceed to Checkout" or click on "Continue Shopping".
    3. You can then either continue shopping or click on "Check Out".
    4. Under New Customer, add your email and click “Proceed” or if you already a customer you need to sign in.
    5. Fill your shipping information, then choose payment method.
    6. You then click on continue for the next step and review your order.
    7. Click "Place Order Now".
    8. You shall then recieve an email confirmation.
    What if an ítem does not fit me?
    No problem. If any of the item(s) you received don’t fit you, you can return it back to us, and we will exchange (for free in UAE) or arrange for a refund.
    Please read Refund Policy, click here
    How do I know my order has been confirmed?
    After confirming payment and adding contact details, an “Order Confirmation Page” will show up confirming that the order has been successful along with your order # and we will send you a confirmation email.
    If you don't receive a confirmation email, please check your spam folder or contact us
    What is the availability of the products listed?
    If a product is not available in it will show an “Out of Stock” next to it or if you prefer, please send us an email to regarding your concern and we’ll revert back to you if there is any stock available.
    How do I know my shoe size? What is the guarantee of colour of the product? Or how can I be sure that product colour I am looking at is exactly what I want?
    We try our best to make sure product images and description is as clear as possible and convey the look and feel of the product. Below the “Add to cart” button, you will find “size guide”, if you need any recommendation regarding the size.
    I forgot the password to account. What do I do?
    If you have forgotten your account password or whan to change it, please click ‘Forgot Password’ on the ‘Sign In’ page and follow the instructions provided in an-email that is sent to you shortly after.
    What are the payment options?
  • Debit/Credit Card: We accept VISA and Mastercard.
  • Cash on Delivery is also accepted.
  • We recommend Credit Card payment through the website to minimize Covid-19 spread.
  • Are there any hidden charges?
    No, for UAE orders, all charges including VAT will be explicitly shown during checkout.

    In case of international shipping you might have additional VAT or customs charges depending on each country.
    Are there any shipping charges?
    Yes, orders under AED 300 will be subject to a shipping charge.
    Anywhere in UAE, cost is AED 10 up to 5 kg.
    We have “Same day delivery” for orders placed before 1 pm, the cost its AED 25 and your order will arrive the same day in the evening 5 pm to 10 pm (this service is only available in Dubai and except Friday or Public holidays).
    How fast does the orders ship?
    We will ship your order within 24 hours of order confirmation and delivery expected next labour day, during the evening.
    When will my order arrive?
    Inside Dubai: Average 1-2 days after shipping. Rest of UAE: Average 2 days after shipping. Please, check Terms & Conditions for Delivery dates.
    How do I track my order?
    We will send you a Tracking Number via email after we ship your order.
    Do you ship everywhere in United Arab Emirates?
    We ship to all major cities and towns in UAE.
    What if I am not available at the time of delivery?
    The shipping company will deliver from 5 pm to 10 pm. In case you’re not available, the shipping company will contact you before the next delivery attempt to know what time is best for you. If you are not there, they can return another time.
    On the 3rd attempt, they will ship us back the order.
    How are your products packaged?
    Original shoes box.
    How can I change or cancel my order?
    If you want to cancel your order, please reply to your confirmation order email or send to our Customer Care team an email at quoting your order number and request a cancellation.
    Please note that if your order has already been processed and you want to cancel it, you will need to receive it first and then follow the return process. However, once an order has been submitted, we cannot guarantee that the purchase can be cancelled or modified.
    Once the payment is made, the confirmation notice will be sent to the client via email within 24 hours of receipt.
    Is there any cancellation charges?
    No. Customer can cancel their order/requested services within 24 hours; refunds will be made back as mentioned in our Returns Policy
    Please refer to our Refund Policy, click here.
    Do you charge for returning an item?
    When will I get my refund?
    All refunds will be completed in 5 - 8 working days at the latest.
    How do I know my shoe size?
    Shoes are displayed in European sizes. Please visit the size guide from the link below the “add to cart” button, on each of the product pages.
    Please note, size and fit may vary from brand to brand so please use the size chart measurements as a general guide only.
    I have received the wrong item(s)?
    If you have received the wrong item, then please reply to the confirmation order email or send to our Customer Care team an email at, who will be happy to assist you in getting this issue resolved.
    I have a faulty/damaged item(s)?
    If an item arrives damaged or faulty, then please send our Customer Care team an email at, who will discuss your return options. We will then send the item to our inspection team who will assess whether a manufacturing fault is present, then depending on the results offer a refund or exchange.
    Can I change my delivery address?
    Once your order has been confirmed we are unable to change your delivery address due to security reasons. We advise that you make sure all details are correct before processing your order.
    In case you have an issue with the delivery address, please contact us to
    I have a question or a problem. Where can I get help?
    Contact our customer service team! We are available Sunday-Thurday 9:00am-6:00pm you can send an email to
    Can I return goods if I don't like them or they don't fit? Where do I get a return label? How do I package my return shipment?
    Yes within UAE. You can return items which you don't like or want in a different size. We have put together all the information for you on our Returns page.