Frequently Asked Questions (FAQs)

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. 

You can come and check the products in UAE at our different shops. For detailed location and addresses, please visit our section Retail Shops

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. 

You just need to log in with your email into our website 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.

You can find a step-by-step video here

"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 "Sale" menu. 

You can try at our offline shoes in UAE. For details please refer to Retail Shoes, click here.

We have a Try@home service in case you doubt about your size or color you want. More details please refer to our Delivery Policy, click here.

Worst case scenario, 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.

You can find a step-by-step video here

No, but we require an email and phone number to send your order confirmation and contact before delivery. 

We recommend to registrer before, so you can benefit from loyalty points and discounts, as well as easy purchase experience as the delivery address will be saved in our system and no need of repetitive typing.

You can find a step-by-step video here

Please refer to our  Refund Policy, click here

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. Use the filters to narrow down your search by size, type, price, color etc

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. We recommend sign in or registrer to benefit from loyalty program and discounts

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. 

You can find a step-by-step video here

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 (in form of loyalty points worth the amount of the item). 
Please read Refund Policy, click here 

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 

If a product is not available in it will show an “Out of Stock” next to it
If you prefer, please send us an email to regarding your concern or via Social Media and we’ll revert back to you if there is any stock available. 

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. 

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. 

In case you have not registered but you had place orders before, just send us an email to so we can send you an automated email to activate your account

1. Debit/Credit Card: We accept VISA and Mastercard.

2. Cash on Delivery is also accepted. 

We recommend Credit Card payment through the website to minimize Covid-19 spread. 

No. For UAE orders, all charges including VAT will be explicitly shown during checkout. 
Even for international shipping to GCC countries, all charges are included in our shipping fees.

In case you might have additional VAT or customs charges, please contact us by replying the order confirmation email or sending email to

UAE orders under AED 300 will be subject to a shipping charge. Anywhere in UAE, cost is AED 10 up to 5 kg and delivered next labour day.

You can arrange "Same day delivery service" in UAE: Same day delivery for orders placed before 12.00h (GMT+4), to be delivered between 15h to 21h at a fee of AED 25. This service is only available in UAE and will be delivered the next working day when placed on Friday or during Public holidays.

We will ship your UAE order within 24 hours of order confirmation and, orders placed before 16:00h UAE time, the delivery is expected next labour day.

Orders placed after 16:0h UAE time, or on a Sunday or on a public holiday, will require up to two additional labour days.

Kindly note that for international orders (outside UAE) it takes 3 to 6 days to arrive.

In UAE, orders placed before 16h (UAE time), it will arrive the next labour day between 9h to 21h.

You can arrange "Same day delivery service" in UAE: Same day delivery for orders placed before 12.00h (GMT+4), to be delivered between 15h to 21h at a fee of AED 25. This service is only available in UAE and will be delivered the next working day when placed on Friday or during Public holidays.

International orders, 3 to 6 days after shipping.

Please, check refer to Delivery Policy, click here.

We will send you a Tracking Number via email after we ship your order.

In case you have not received it, please contact us at

Yes, we ship to all major cities and towns in UAE.

The shipping company will deliver from 9 to 21h (15 to 21h if selected same day delivery).

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 and the order will be automatically cancelled

For furhter information, refer to Delivery Policy, click here

Original shoes box, and/or Alpargata Uris reusable bag.

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.

Please refer to our Refund policy, click here

Customer can cancell their order/requested services any time.

Refunds will be made back as mentioned in our Refunds Policy Please refer to our Refund Policy, click here.

For UAE orders, there is no charges for returns. Only for the 2nd exchange of the same order, we do charge additional shipping fee.

For international orders (outside UAE), the cost of the return will be deducted of the amount to be refunded as per our Refund Policy, click here

All refunds will be completed in 5 - 8 working days at the latest and its value will be credited in the form of loyalty points.

For more information, please refer to Refunds Policy, click here

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.

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.

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.

Once your order has been confirmed we might not be able to change your delivery address due to operational 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

Contact our customer service team!

We are available Sunday-Thursday 9:00am-6:00pm via the whatsapp icon in our website.

Or you can send an email to

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 Refunds policy, click here.

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