What are the delivery costs and what is the estimated delivery time?
We ship exclusively by courier. Shipping is free for all orders over 300 AED in the UAE. For all other orders, please use our shipping rates below:
|Country of delivery||Delivery Charges||Cash on Delivery (COD) charges*||delivery time|
|United Arab Emirates (excluding out of service areas)||Free delivery and return for orders over 300 AED|
15 AED for order below 300 AED
|–||2-5 working days|
|GCC **||Delivery price will vary per country and will be calculated at checkout||$15 USD||up to 8 working days|
|Europe||Delivery price will vary per country and will be calculated at checkout||NA||up to 2 weeks|
|Rest of the world ***||Delivery price will vary per country and will be calculated at checkout||NA||up to 2 weeks|
Products bought on sale are non-exchangeable / non-refundable.
* Option available only for orders less than AED 2500 in the UAE and less than USD 500 in other GCC countries. COD orders cancelled after dispatch are subject to penalty fee of AED 50 in the UAE and $13.5 in other GCC.
** GCC countries include Bahrain, Oman, Kuwait, and Saudi Arabia
*** We ship worldwide except for a handful of countries. If your country is not in our list, please feel free to contact us at email@example.com. However, www.houseofballerinas.com will NOT deal or provide any services or products to any of OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of UAE.
Please note that estimated shipping arrival dates are based on the day and time of placing the order, and the destination. For international orders, customs, public holidays may delay the estimated arrival date. We are not responsible for any loss or damage caused by late delivery or cancellation of an order or a product.
Multiple shipments/delivery may result in multiple postings to the cardholder’s monthly statement.
When shipped outside the UAE, House of Ballerinas’ items maybe subject to import duties and taxes. We do not pay these duties and taxes, and you are not charged for these at the time of placing your order. The shipping courier will invoice these upon delivery and you’ll be responsible for the payment of any such import duties or taxes. Duty and tax rates vary from country to country, and also depend on the items being shipped. We have no control over these charges and encourage you to contact your local customs office for further information before placing your order. All delivered goods need to be signed for and once signed we’re no longer responsible for them. Please note that we do not deliver to PO Box Addresses. Please provide a full delivery address and telephone contact number when you place your order to avoid delays.
When possible please have deliveries sent to a work place or residence where someone is easily available to receive and sign for the items. It is therefore your obligation to enter the correct delivery address details at the time of ordering. Should you enter the wrong address, we are not obliged to re-send the order to the correct address. If you have specified a recipient other than yourself for delivery (for example if the item is a gift) then you accept that evidence of a signature of the named recipient (or addressee) is evidence of delivery and fulfilment by us.
We aim to dispatch items within 48 hours of receiving your order, Sunday to Thursday. All delivery times referred to above are estimates only. We have aligned ourselves with courier partners who we believe will always do their best to deliver products by the estimated delivery timelines but our estimated delivery dates are based on the information, which they provide to us. Unfortunately, we are unable to provide guaranteed delivery times. A late delivery does not constitute a failure of our agreement, and does not entitle you to cancellation of an order or any form of compensation.
It is your responsibility to inform us if an order does not arrive. Once we learn an order has not arrived by the due date, we will lodge enquiries with the courier to ensure delivery occurs as soon as possible. We will not be held liable for any loss or damage resulting from late delivery. If an item has been lost in transit, we will not dispatch a replacement item immediately. Replacement items will be dispatched according to our discretion.
Our return and exchange policy
We try very hard to ensure that all our customers are fully satisfied with their experience of shopping at House of Ballerinas. If for any reason you are not completely satisfied with your purchase you have 7 days to return the product to us, starting from the delivery date of your order, as long as you contact us within 3 days of the receipt of your order. We are unable to accept goods that are not in the original sale condition. The products should not have been used and the protective film from under the soles should not have been removed or damaged. Original shipping fees are unfortunately not refundable.
Products bought on sale are non-exchangeable / non-refundable.
How do I return an Item?
We’re happy to exchange your item, or refund your purchase for qualifying returns.
Step 1: Contact us
Please send us an email within 3 days of the receipt of your order at firstname.lastname@example.org listing your order number, reason for return and whether you require a refund or an exchange. If you wish to exchange please indicate clearly the new size / model required.
We will respond to your request within two working days and, if accepted, we will send you a return authorization form and ask you to ship the product back to us. First return and exchange in the UAE are free of charge. For all other countries, we do not refund postage cost for returned items and the return costs are the customer’s responsibility. If you wish for an exchange, we will ship the exchanged order back to you free of charge only if the product was found to be defective.
Step 2: Package items
All items must be returned in their original packaging. Please ensure that the items are well protected and cannot be damaged during transportation. The products should not have been used and the protective film from under the soles of the shoes should not have been removed or damaged.
All returns must be postmarked within 7 days of the receipt of your order. Returns postmarked after 7 days of the receipt of your order will not be accepted.
We strongly advise that you secure a tracking number for your return, as House of Ballerinas will not be liable for any return packages lost in transit.
To ensure return accuracy, please remember to enclose the completed return authorization form in the package.
Returned products must be shipped to the following address:
House of Ballerinas
Level 29, Marina Plaza Tower
P.O. Box 5000339
It is important that you clearly state on the return parcel MAIL ORDER GOODS RETURNED TO SUPPLIER to avoid customs duty and delay in processing the return request.
Step 3: Refund or Exchange
Once your package has been received and accepted by our quality team, we will notify you by email. We only refund directly to a credit or debit card used to make the purchase. Please note that full shipping fees and import duty fees will be deducted from the amount refunded (price will vary per country). We will start the refund process within 20 days of receipt after checking that the return right has been correctly followed and that the returned goods are accepted. Please note that it may then take up to 15 days for the money to be credited into your account.
Where you wish to exchange a product, please note that you may exchange with a product of less, the same or of more value than the original item you wish to exchange. In the event that the item you wish to exchange your original purchase with is more expensive, House of Ballerinas will contact you and obtain the remaining balance.
What if my items are damaged or faulty?
We take great care ensuring your items have been manually checked prior to delivery. However, if they are found to be damaged or faulty on delivery, please notify us by email at email@example.com within 3 days of receiving your items listing your order number and we will contact you personally to agree on the best solution – replacement, partial or full refund. It is important that you let us know quickly if you received any damaged goods so we are able to investigate how they may have been damaged in transit. You must return damaged items within 7 days of receiving your goods along with the original documentation, which arrives with your shipment.