FAQ
FREQUENTLY ASKED QUESTIONS (FAQs)
ORDERS & PAYMENT
What payment methods do you accept?
We accept Visa, Mastercard, American Express, and Apple Pay. All payments are processed securely through encrypted payment gateways.
Is it safe to use my credit card on pose.ae?
Absolutely. Your security is our priority. All transactions are processed through encrypted, secure payment gateways. We never store your complete credit card information on our servers.
Can I modify or cancel my order after placing it?
Once an order is placed it is passed immediately to our partner designer for fulfilment. While we cannot guarantee cancellation, if you change your mind please contact us straight away at customercare@pose.ae or on our contact number and we will do our best to help. The sooner you reach out, the better the chance we can assist. If we are unable to cancel before dispatch, our 14-day returns policy means you can return the item after delivery — please see our Returns Policy for full details.
Will I receive a confirmation of my order?
Yes, you will receive an order confirmation email immediately after your purchase is complete. If you don't receive this email within 30 minutes, please check your spam folder or contact our customer service team.
Can I use multiple discount codes on one order?
Only one promotional code can be applied per order. Discount codes cannot be combined with other offers or used on items already on sale unless specifically stated.
SHIPPING & DELIVERY
Where do you ship?
We currently ship to all Emirates within the UAE. International shipping options are also available.
How much does shipping cost?
We offer free standard delivery on all orders over AED 500.
Orders under AED 500 will be calculated at checkout.
How long will my order take to arrive?
Delivery timeframes are based on items dispatched from within the UAE. Where a vendor is based outside the UAE, delivery times may vary and will be indicated on the product listing and confirmed at checkout.
Dubai and Abu Dhabi: Standard delivery 1-3 business days. In-stock items are typically processed and dispatched within 24 hours, so you may receive your order sooner.
Same-day express delivery is available Monday to Saturday for orders placed before 12:00 PM (noon). Orders placed after 12:00 PM will be delivered the following day.
UAE (outside Dubai and Abu Dhabi): Standard delivery 1-3 business days.
International: We ship to most countries around the world. If you don't see your country listed during checkout, please get in touch with us at customercare@pose.ae — we may be able to find a shipping solution.
What if I order a pre-order item?
Pre-order items have their own lead time, which is clearly stated on the individual product page. Standard delivery timeframes do not apply until the item has been dispatched. Once dispatched, your order will be delivered within the standard timeframes for your location. Please note that as pre-order items are made to order, cancellations are not accepted once the order has been placed.
How can I track my order?
Once your order is shipped you will receive an email with your tracking information. Simply click the "Track" link in the email to follow your order. Account holders can also track orders by logging into their account dashboard.
What if I'm not home when my order arrives?
Our courier partner will attempt delivery up to three times. If all attempts are unsuccessful, your order will be returned to our warehouse. You can then reschedule delivery or arrange for collection.
RETURNS & EXCHANGES
What is your return policy?
We offer a 14-day return policy from the date of delivery. Items must be unworn, unwashed, and in their original condition with all tags attached. The original packaging should also be intact.
How do I return an item?
To initiate a return, click the returns link in your delivery confirmation email or log into your account dashboard and select the relevant order. You'll be asked to confirm the item(s), your preferred resolution (refund, exchange, or credit note), and the reason for return. Once submitted, we'll review your request within 2 business days and send next steps by email. For any questions contact us at customercare@pose.ae or WhatsApp +971 52 9907673.
When will I receive my refund?
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.
Can I exchange an item instead of returning it?
Yes — 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, valid for 12 months on any purchase at pose.ae. Contact customercare@pose.ae or WhatsApp to arrange.
Are there any items that cannot be returned?
Yes, certain items cannot be returned; those will be marked on the relevant product page.
What if I receive a damaged or incorrect item?
We sincerely apologize if this happens. Please contact us within 48 hours of delivery with photos of the damaged or incorrect item. We'll arrange for immediate replacement or issue a full refund, including shipping costs.
Who pays for return shipping?
If you are based in the UAE or GCC and choose a Pose credit note, return shipping is free. If you prefer a refund to your original payment method, a flat return shipping fee of AED 15 applies. We will arrange pickup from your location.
For international returns, customers are responsible for the full return shipping cost regardless of whether they choose a refund or credit note — we will confirm the exact amount when you initiate your return.
PRODUCTS & SIZING
Are all products on pose.ae authentic?
Every item is supplied by our vetted partner designers and verified against their credentials and authorisation to sell.
How do I know what size to order?
Each product page includes a detailed size guide. Click on "Size Guide" near the size selector to view measurements. If you need additional assistance, our customer service team is happy to help.
Do you offer size recommendations?
Yes, many of our products include fit recommendations (e.g., "runs small," "true to size," "runs large") based on customer feedback.
How do I care for my items?
Care instructions are provided on each product page and on the item's care label. For delicate or high-value pieces, we recommend professional cleaning services.
Can I request detailed product information or additional photos?
Absolutely. Contact our customer service team, and we'll be happy to provide additional photos, measurements, or any specific information you need.
ACCOUNT & SECURITY
Do I need to create an account to shop?
You can checkout as a guest, but we recommend creating an account for a faster checkout experience, order tracking, and exclusive member benefits.
How do I create an account?
Click on "Sign In" at the top of the page and select "Create Account." You'll need to provide your email address and create a password. It takes less than a minute!
I forgot my password. What should I do?
Click on "Forgot Password" on the sign-in page. Enter your email address, and we'll send you instructions to reset your password.
How do I update my account information?
Log into your account and navigate to "Account Settings." From there, you can update your personal information, shipping addresses, and payment methods.
Is my personal information secure?
Yes. We use encryption and industry-standard security to protect your data. For more information, please refer to our Privacy Policy.
How do I unsubscribe from marketing emails?
Click the "Unsubscribe" link at the bottom of any marketing email, or manage your email preferences in your account settings.
ABOUT POSE
What is pose.ae?
Pose is the UAE's premier curated marketplace for authentic fashion, home, and lifestyle pieces from emerging regional designers and artisans. We bridge the gap between hidden creative gems and intentional shoppers worldwide, supporting responsible shopping and slow fashion. Every piece we curate embodies passion, originality, style, and exclusivity.
Who are the founders of Pose?
Pose was founded by two women from the region whose friendship spans over 20 years. United by their passion for fashion and discovering unique pieces, they created Pose to champion emerging regional talent and encourage responsible shopping in a world dominated by fast fashion.
What makes Pose different from other online retailers?
Unlike traditional marketplaces, Pose is dedicated exclusively to emerging regional designers and artisans. We're storytellers and advocates who carefully curate each piece for its unique story, quality craftsmanship, and design excellence. Every purchase supports slow fashion and regional creative talent.
Do you work directly with designers?
Yes, we partner directly with emerging designers and artisans across the region. We're committed to supporting their creative vision and helping them reach intentional shoppers worldwide.
What is slow fashion?
Slow fashion is a movement and approach to clothing that considers the processes and resources required to make clothes. It advocates for quality over quantity, fair treatment of workers, and sustainable production. At Pose, we champion designers who embrace these values.
Where is pose.ae located?
We are based in Dubai, United Arab Emirates.
Do you have a physical store?
Not yet, but stay tuned! We're working on bringing the Pose experience to a physical location near you.
How can I contact customer service?
You can reach us by:
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Email: customercare@pose.ae
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Phone: +971 52 9907673 (Monday - Friday, 9 AM - 6 PM GST)
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WhatsApp: +971 52 9907673
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Live Chat: Available on our website during business hours
How can I stay updated on new arrivals and exclusive offers?
Sign up for our newsletter to receive updates on new collections, exclusive promotions, and style inspiration. Follow us on Instagram, Facebook, and other social media channels for daily fashion updates.
Are you hiring?
We're always looking for talented individuals to join our team. Please contact admin@pose.ae.
How do I provide feedback or suggestions?
We value your input! Please email us at customercare@pose.ae with your thoughts, suggestions, or concerns. Your feedback helps us improve.
PROMOTIONS & DISCOUNTS
How do I use a promotional code?
Enter your code in the "Promotional Code" field at checkout and click "Apply." The discount will be reflected in your order total.
Why isn't my promotional code working?
Promotional codes may have specific terms and conditions, such as minimum purchase requirements or exclusions on certain brands or sale items. Check the code's terms or contact customer service for assistance.
When do you have sales?
We offer seasonal sales, special promotions throughout the year, and exclusive member-only offers. Sign up for our newsletter to be the first to know.
Do you offer a first-time customer discount?
Yes! New customers receive 10% off their first order with code WELCOME10.
TECHNICAL SUPPORT
The website isn't working properly. What should I do?
Try clearing your browser cache and cookies, or use a different browser. If the problem persists, contact our technical support team at customercare@pose.ae.
Can I shop on my mobile device?
Yes, our website is fully optimized for mobile shopping. Browse, shop, and track orders seamlessly from your smartphone or tablet.
I'm having trouble checking out. Can you help?
Make sure all required fields are filled correctly and that your payment information is accurate. If you continue to experience issues, contact customer service for immediate assistance.
Still have questions?
Our customer service team is here to help! Contact us at customercare@pose.ae or call +971 52 9907673 (Monday - Friday, 9 AM - 6 PM GST).