Refund policy

Returns, Refunds & Exchanges

We accept eligible returns and exchanges within 14 days from the successful delivery date of your order. Return or exchange requests submitted after 14 days may not be accepted.

Returned items must meet the eligibility requirements stated below.

Changing Your Order

Once an order has been placed, it begins processing and we may not be able to change the size, color, quantity, payment method, or add additional items.

If you need to make changes, please contact our customer support team as soon as possible. Where possible, we may cancel the affected item or order so that you can place a new order.

Most orders are processed quickly and may enter the shipping process within 24 hours. Once an order has been handed over to the courier, it can no longer be changed or cancelled.

Order Cancellation

If you wish to cancel your order, please email support@markalstore.com with your order number and reason for cancellation.

Cancellation requests should be submitted within 24 hours of placing the order or before the order has been handed over to the courier, whichever comes first.

Orders or individual items may also be cancelled by MARKAL Premium Outlet for reasons including:

Item unavailable or out of stock
Payment processing issues
Incomplete or incorrect delivery information
Inability to deliver to the provided address
Duplicate orders
Customer-requested cancellation
Damaged or faulty stock identified before dispatch

If an order is cancelled after payment has been successfully collected, the applicable refund will be processed to the original payment method.

Eligibility for Returns and Exchanges

To be eligible for a return or exchange:

The request must be made within 14 days from the successful delivery date.
The item must be unused, unworn, and in the same condition in which it was received.
The item must have its original tags, packaging, and accessories, where applicable.
Proof of purchase or order information must be provided.
The item must not fall under our non-returnable categories.

Regular-priced items and eligible sale items may be returned unless they are specifically marked as Non-Returnable.

Non-Returnable Items

For hygiene, health, or product-integrity reasons, we do not accept returns of:

Lingerie and undergarments
Swimwear
Socks
Cosmetics, makeup, lotions, and other personal care products
Perfumes where the protective nylon or original sealed packaging has been opened or damaged
Products specifically marked as Non-Returnable

This does not affect returns for items that are damaged, defective, or incorrectly supplied.

How to Request a Return

Store Returns

Eligible items may be returned to:

MARKAL Premium Outlet
G021, City Centre Me'aisem
Dubai Production City
Dubai, United Arab Emirates

Please bring the item in its original condition and packaging together with your invoice or proof of purchase.

Online Returns

For online orders, you may submit a return or exchange request through your account:

Account → Orders → Select your Order

You may also contact us at:

Email: support@markalstore.com
Phone: +971 55 180 0678
WhatsApp: +971 55 180 0678

For eligible UAE online returns, we will arrange a free return pickup through our courier partner. Pickup timing is subject to courier availability.

The courier who originally delivers your order may not be able to accept a return at the time of delivery unless a return has already been arranged with our customer support team.

Exchanges

For eligible online exchanges within the UAE, we will arrange the collection of the returned item and coordinate the replacement through our courier partner. There are no return pickup charges for eligible exchanges.

For store exchanges, you may visit:

MARKAL Premium Outlet
G021, City Centre Me'aisem
Dubai Production City
Dubai, United Arab Emirates

Replacement items are subject to stock availability.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact our customer support team within 24–48 hours of delivery.

Please email support@markalstore.com with your order number and clear photos showing the issue.

You may also submit a request through:

Account → Orders → Select your Order

Our team will review your request and provide instructions for the return, replacement, or refund as applicable.

Refund Process

Once your returned item has been received and inspected, we will notify you whether your refund has been approved or rejected.

If approved, the refund will be processed to your original payment method.

Please note that your bank or card provider may require additional time to reflect the refund in your account after it has been processed by us.

Shipping Fees on Returns

For standard returns or change-of-mind returns, the original shipping fee is non-refundable.

If only part of an order is returned, the original shipping fee will not be refunded.

If the return is due to an item being damaged, defective, or incorrectly supplied by us, any applicable delivery charges related to that item will also be refunded.