After you placed an order, your order begins to process. Once order is placed, you can no longer change the size/quantity/color/ or add other item/s or change the mode of payment but you can definitely request to remove the item or cancel your order to place a whole new one. To change or cancel your order prior to shipment, you must contact customer care.
Please note that most orders process quickly and can enter the shipping process within 24 hours. If your order has already entered the shipping process, it cannot be changed or cancelled.
Occasionally, orders or parts of an order are cancelled by our system for various reasons
Some reasons are:
- Item(s) not available
- Difficulty in processing your payment information
- Cannot ship to address provided
- Duplicate order was placed
- Cancelled due to customer’s request
- Damaged or faulty items
- Incomplete shipping details provided (address/mobile number)
Can I return or exchange a product I purchased from your online store?
- Please note that we are not able to accept returns for any wearable items, this includes socks, underwear, shirts, shoes or any wearable items, this is for general hygiene purposes and specially due to covid-19 cautions and health measurements
- We don’t have a direct exchange, but we accept returns. This is permitted within 10 days upon receiving the order, and a credit note will be issued once the return is processed.
- We do not have a Cash Refund Policy. We can only issue a credit note for the amount of the returned item/s (excluding the shipping fee).
- Items must be unworn, unwashed, with tags attached and with the original packaging.
- Items must be in good condition with its original packaging/tags and invoice.
- Store Return
You can return the item/s to any BIOFOOT branch near you and request for a credit note (choose between store and online) to be issued. For store credit note you can use it right away in the shop and it is valid for 2 months, while for online credit note we will send you a code via email after 24-48 hours and it’s valid for 3 months. Kindly bring the complete packaging of the item with the invoice upon returning to the branch.
- Online Return
For the online return, we will arrange a pickup via courier. Please take note that for pickup, there will be AED 20.00 pickup charge which will be deducted from the credit note to be issued via email.
Which items are non- returnable?
- Lingerie, undergarments, swimwear and the like cannot be returned due to hygiene reasons.
May I return a product from Special Deals?
Product/s that was ordered online from the Special Deals section can be returned.
Which items are non- returnable?
No return is accepted on lingerie, undergarments, and swimwear due to hygiene reasons
If I refuse the whole shipment paid by card, will I get a refund including the shipping charge?
We will only refund the total amount of the returned items excluding the AED 20.00 shipping fee
Can I return an item to the same courier who delivered my shipment the same time?
The couriers who deliver your shipment will unfortunately not be able to accept your returns. We have a policy of the next day pick up schedule for return via courier. Just let us know through any one of our customer service channels and we will arrange for the pick-up. Don’t worry our couriers will reach you the very next day without any delays.
If you received a damaged or incorrect item, simply get in touch with our Customer Care team within 24-48 hours upon receiving the order. Kindly send us an email to email@example.com and attached the photo of the damaged / defective item.
You may contact our customer service hotline at TOLL FREE: 800 FOOT (3668) (SAT – THU FROM 9 AM TO 9 PM), or send us a message via online chat. After reviewing the email you sent, our customer service team will contact you for assistance.