Help with placing an order
Do I need to have an account to place an order online?
You can choose to use our guest checkout to place an order or you can create an account during purchase. By creating an account you will be able to track the status of your order and return items, update your profile information and checkout faster for future orders.
I forgot my account password
Don’t worry, just go to My Account, click on the ‘Forgot your password’ link and enter the email address you registered with. You will receive an email shortly reminding you of your password.
What methods of payment are accepted?
1) Online Payments: Our preferred payment method is via a secure credit card transaction. We guarantee a safe shopping experience on our website. We currently accept Visa, MasterCard, and Paypal.
- Credit/Debit cards: Once you reach the checkout stage, you will be redirected to our secure payment gateway partner PAYFORT. We accept credit and debit card payments from Visa or Mastercard. Following processing and confirmation of payment, you will be redirected back to houseofballerinas.com and should then receive an email confirmation and receipt of your order to the email address you provided at checkout. If you decide to pay in a currency different than the one from your credit card, then your bank may charge you a foreign transaction fee on top of the order total amount. Your bank will be able to give you more details on this. If we do not have enough stock to deliver the goods you have ordered, your credit card will not be charged until the items are back in stock and ready to be dispatched.
- Paypal: When selecting PayPal as your option at checkout, you will be directed to the PayPal site to ‘Log In’ and review the amount shown before clicking ‘Pay Now’. Once this transaction is complete, you will then return to houseofballerinas.com.
2) Cash on delivery (COD): We offer cash on delivery for orders less than AED 2500 in the UAE. You can pay the delivery agent upon receiving your order.
What currencies do you accept?
We currently display our prices in the following currencies: USD, EUR and AED. The currency that will be displayed on your screen depends on the country of origin of your IP address.
Will my card details be retained?
Your credit card details are not kept on any of our files. The actual processing of any online credit card payments is done directly with the secure payment gateway, PAYFORT, which do not share such data with us.
What happens to my personal data after shopping?
We are committed to protecting your privacy and keeping your personal details secure. Your information will never be disclosed to any third party other than the minimum required information necessary to process and deliver your order. We may contact you by email with information about promotions or specific events or activities. You are free to opt out at anytime if you do not wish to receive any form of marketing communication form us. To do so, please click the ‘unsubscribe’ link in any email that we send to you and within 7 working days we will cease to send you information as requested.
How do I redeem a promotional code?
You can redeem your promotional code by entering your code in the promotion code field in your cart or at checkout and then click the ‘apply’ button. You can only use one promotion code per order.
Help with your order
How will I know you received my order?
We will send you a confirmation email within 24 hours of your order being placed. If you have not received this email, check your junk mail folder. If you still can’t find your confirmation, please contact us at email@example.com.
Can I amend / cancel my order?
If you decide to modify or cancel the submitted order, you should promptly contact our customer service at firstname.lastname@example.org. Cancellation or modification of your order is within our sole discretion and cannot be guaranteed. If the product has already been sent, the order may no longer be cancelled. In this case please refer to our return policy.
I still haven’t received my order, is there a problem?
If you didn’t receive your order within the expected timelines please contact us at email@example.com. 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.
Help with products
What sizes are used on the site?
Our ballerinas are sizing small. Please download our foot measuring tool to check your size.
Which size should I order?
Our ballerinas are coming up small, therefore we highly recommend you to download our Foot Measuring Tool to help you select the right size. Please click here to download it. Please note that our shoes are all 100% handmade – this can mean a slight discrepancy in sizes between styles. If you have any further questions on sizing and fit − simply email firstname.lastname@example.org for advice.
The colour of my shoes differ from the colour on my screen
We have made every effort to display as accurately as possible the colours of our products on the website. However, please note that the colour of products depends on the settings of your monitor.
If an item is out of stock is there a way I can be notified when it becomes available?
When a product is out of stock, you can contact our customer service department by email at email@example.com stating the name, colour and size of the model you wish to purchase. We will get in touch with you as soon as the product is available again.
Please note that some of our styles are limited editions, in that case once they sell out they will not be restocked .
Help with delivery & returns
Do you ship internationally?
Yes, we ship worldwide except for a handful of countries. If your country is not in our list, please feel free to contact us at firstname.lastname@example.org. 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.
What are the delivery charges?
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*|
|United Arab Emirates (excluding out of service areas)||Free delivery and exchange for orders over 300 AED|
20 AED for order below 300 AED
|GCC **||Delivery price will vary per country and will be calculated at checkout||NA|
|Europe||Delivery price will vary per country and will be calculated at checkout||NA|
|Rest of the world ***||Delivery price will vary per country and will be calculated at checkout||NA|
Products bought on sale are non-exchangeable / non-refundable.
* For orders less than AED 2500 in the UAE .
** 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.
Any taxes or duty fees incurred to ship abroad are the responsibility of the customer and these costs cannot be reclaimed from House of Ballerinas.
How long are your delivery times?
We aim to dispatch items within 48 hours of receiving your order, Sunday to Thursday. The estimated delivery times are:
|Country of delivery||Estimated delivery time|
|United Arab Emirates (excluding out of service areas)||2-5 working days|
|GCC||up to 8 working days|
|Europe||up to 2 weeks|
|Rest of the world||up to 2 weeks|
Please note that all delivery times referred to above are estimates only.
How do I return goods?
If for any reason you are not completely satisfied with your purchase you may return the product (excluding sale items) to us within 7 days of the receipt of your order by following the 3 simple steps:
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 product 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. Please note that full shipping and import duty fees will be deducted from the amount refunded (price will vary per country). We only refund directly to a credit or debit card used to make the purchase. 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.
Products bought on sale are non-exchangeable / non-refundable.
What should I do if my parcel is damaged or my items are 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. Please note that we will not cover the postage and handling fee of returned items unless they are found to be defective.
Press & Partnerships
For any press or partnership inquiries please send us an e-mail at PR@houseofballerinas.com.