Exchanging or returning an item couldn’t be easier. Try your purchase on in the comfort of your own home and let us know straightaway if you’d like a different size or a refund and we’ll collect from your home, work or an alternative address.
You have 7 days from receiving your order to:
* Create your exchange or return in your Clemantra account
* Book your collection with us (You will be charged the collection fees)
* Send your purchase back to us
Items must be returned to us unused with Clemantra tags and labels still attached. Returns that do not meet our policy will be sent back to you.
Need A Different Size?
You will bear the cost to exchange your purchase, and if you’re based outside the UAE, taxes and duties are applicable. If you wish to try another style, simply return it for a store credit refund and purchase the new item separately. If the item can be amended from our end, you will bear the courier and alteration charges.
As soon as you’ve decided you’d like to exchange or return, let us know. You have 7 days from the date you received your order to follow the below steps:
1. Sign in to your account and under ‘My Orders’, select the order number containing the item(s) you would like to return.
2. Click on the “CREATE EXCHANGE/RETURN” button and choose the reason for return. If you’d like an exchange, select your preferred size.
3. Check the box to agree with our Return Policy. We’ll then send you an email or watsapp with your return instructions.
4. Sign the returns proforma invoice(s) included in the box with your order. Please note, returns from outside the UAE now need to complete and sign three returns proforma invoices. Make sure you leave your package open so the contents can be checked. Missing your returns proforma invoice? Call us and we’ll email or Watsapp it to you.
5. Book your collection with our courier by Either calling or Watsapp on +971507167595
You can choose to receive your refund either as store credit to your CLEMANTRA account or back to the original payment method.
Please note that refunds can take up to 14 working days to show on your account due to varying processing times between payment providers. Your shipping costs will be excluded.
If your order has been sent to a destination inside UAE, all sales taxes will be refunded. Outside the UAE, customs duties and sales taxes are non-refundable through CLEMANTRA.
We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers and continued returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to the closure of your Clemantra account or future orders being refused.
All products must be returned in a new and unused state, in perfect condition, with all protective materials in place and the CLEMANTRA tags attached to them. This includes all packaging. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.
For example, we may make a reduction in the following circumstances:
* the product(s) have been used, worn, damaged or washed;
* the CLEMANTRA tags are not attached to the product(s) or have not been returned. Please note that the CLEMANTRA tags constitute an integral part of each product.
* you have not returned any packaging which is considered an integral part of a product.
You will be informed if we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense.
To arrange a gift return, please Watsapp or email us for further assistance.
Your item(s) should be sent back to us within 7 days of receiving you order. Returns outside this timeframe may be accepted at the discretion of CLEMANTRA and may only be refunded as a store credit.
We have made every effort to display the colors of our products that appear on CLEMANTRA website as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor’s display of a color will be completely accurate.
If your purchase isn’t quite right, you can return or exchange your pre-order within 7 days of receipt. Simply sign in to your account to request a return or contact our Customer Care team for assistance on +971507167595 If for any reason you need to cancel your order, please contact Customer Care who can look into this for you. On the rare occasion that we are unable to fulfil your pre-order item, we will let you know and issue you with a refund. If you have ordered other items, we will still send them to you.
We’re available 24/7 and speak over 5 languages
Call us on +971 507167595