Last updated: 25 February 2026

At Pose.ae, we want you to be completely satisfied with your purchase. If for any reason you're not happy with your order, we're here to help. Please read our return policy carefully to understand your options.

1. RETURN ELIGIBILITY

1.1 Return Window

We offer a 14-day return policy from the date of delivery. Items must be returned within 14 days to be eligible for a refund or exchange.

1.2 Item Condition

To be eligible for return, items must meet the following conditions:

• Unworn and unwashed

• In original condition with no signs of wear or damage

• All original tags and labels attached

• In original packaging whenever possible

2. NON-RETURNABLE ITEMS

Certain items cannot be returned or exchanged for hygiene and safety reasons, including underwear and intimate apparel, swimwear and beachwear, personalised or made-to-order items, and items marked as Final Sale. All non-returnable items are clearly marked on their individual product listing before purchase.

3. HOW TO INITIATE A RETURN

Step 1: Submit Your Request

Within 14 days of receiving your order, initiate your return or exchange by clicking the returns link in your delivery confirmation email, or by logging into your account dashboard and selecting the relevant order.

You will be asked to confirm the item(s) you wish to return or exchange, your preferred resolution (return for refund, exchange, or credit note), and the reason for your return (optional but helps us improve).

Step 2: Review

Your request will be reviewed within 2 business days. You will receive an email confirming whether your return or exchange has been approved.

Step 3: Next Steps — Approved Returns

If your return is approved you will receive a confirmation email containing a Return Authorisation number and an air waybill to print and attach to your parcel. Our courier partner will contact you to arrange collection at a convenient time.

Step 4: Next Steps — Approved Exchanges or Credit Notes

If your exchange is approved you will receive confirmation of the replacement item and shipping details. If your requested size or colour is unavailable, or if you selected a credit note, you will receive your unique Pose credit note reference number by email, valid for 12 months on any purchase at pose.ae.

Step 5: Questions

For any questions at any stage of the process please contact us at customercare@pose.ae or via WhatsApp and we will be happy to help.

4. RETURN SHIPPING

Return shipping is free for all UAE and GCC customers who choose a Pose credit note. For refunds to your original payment method, a return shipping fee of AED 15 applies. We will arrange collection from your location at a time convenient for you. 

For international returns, the full return shipping cost is the customer's responsibility and varies by destination — the exact cost will be confirmed when you initiate your return. Please note that free return shipping is not available for international orders regardless of refund method chosen.

5. REFUNDS

5.1 Refund Processing Time

Once we receive and inspect your returned item, your refund will be processed within 5 business days. Please allow a further 3-5 business days for the refund to appear in your account depending on your bank or payment provider.

5.2 Refund Method

Refunds will be credited to your original payment method: — Visa, Mastercard, or American Express: Refunds typically appear in your account within 3-5 business days after processing — Apple Pay: Refunds are processed to the linked card or account within 3-5 business days after processing

6. EXCHANGES

We offer exchanges for a different size or colour of the same item, subject to availability. If your preferred size or colour is unavailable, we will issue a Pose credit note for the full value of the item, valid for 12 months from the date of issue and redeemable on any purchase across pose.ae.

To arrange an exchange please contact our customer service team at customercare@pose.ae or via WhatsApp. Exchange shipping is free of charge for UAE customers. For GCC and international customers, exchange shipping costs will be confirmed at the time of arranging the exchange.

Credit notes are non-transferable and cannot be exchanged for cash.

7. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

We sincerely apologise if you receive a damaged, defective, or incorrect item. Please contact us within 48 hours of delivery with photos of the item and packaging. In accordance with UAE Consumer Protection Law you are entitled to a repair, replacement, or full refund including shipping costs. Contact us at customercare@pose.ae or via WhatsApp and we will resolve this promptly.

7.1 Product Recalls

If a product sold through pose.ae is identified as defective or unsafe, we will notify affected customers and offer an appropriate remedy in accordance with UAE Consumer Protection Law. If you believe a product you have purchased may be unsafe, please contact us immediately at customercare@pose.ae.

8. DISPUTES AND SUPPORT

Our customer service team is here to assist you throughout the return process. If your return request is declined and you believe this decision is incorrect, please contact us to escalate your case. You also have the right to raise a complaint with the relevant consumer protection authority in your jurisdiction."

9. CONTACT US

Pose.ae Dubai, United Arab Emirates  Email: customercare@pose.ae Phone: +971 52  9907673 (Monday - Friday, 9 AM - 6 PM GST) WhatsApp: +971 52 9907673