Returns, Exchange and Refunds Policy - Home Delivery

Items shipped from addf.ae can be returned within 15 days of receipt of shipment in most cases. Some products have different policies or requirements associated with them.

addf.ae items can take up to one week to reach us after you return them. Please allow for up to two business days for us to receive and process your return. After which the refund will credited to your credit card statement depending on your own bank’s policy. The amount will be always be refunded in UAE Dirhams.

Jewellery & Watches

* All product packaging (boxes, manuals, warranty cards, etc.) and certificates of authenticity, grading, must be returned with the item.

* Any items returned without all original documentation will be rejected.

* Items that have been resized, damaged, or otherwise altered after delivery won't be accepted for return.

Earrings

Cannot be returned or refunded due to hygiene reasons

Food and Confectionery

* Food and confectionery items are not returnable or refundable

Fragrance

* Fragrance cannot be returned

Beauty & skincare

* Due to hygiene reasons cannot be returned

Where is My Refund?

If your refund is not showing on your credit card, and the processing time for your payment method has passed, contact us for further assistance (customerservices@addf.adac.ae) giving full details.

How Refunds are issued?

When returning an item, it will be refunded back to the original payment method.

Once the item reaches us, allow for up to two business days for us to receive and process your return. After the return is processed it may take 5 to 7 business days for the refund to show up depending on your own bank’s policy.

 

Exchange

Unfortunately exchanges cannot be made at this time. Your item will have to be returned for a refund back to your original payment method. You will need to make a new purchase for the replacement item and pay online once again.

 

Cancellations & No-show – Click & Collect

  •        Customers can write to customerservices@addf.adac.ae for cancellations prior to the time of travel through the Abu Dhabi International Airport. Please indicate the order number in the request.
  •        Once the request is processed, the customer will receive the refund to his credit card, depending on the card issuer’s processing period.
  •        If the passenger fails to show up at the designated collection point, Abu Dhabi Duty Free will try to contact the passenger through the email address or phone number provided at the time of placement of the order. Upon confirmation from the passenger, the order will be cancelled and the customer will receive the refund to his credit card, depending on the card issuer’s processing period.
  •        If the passenger cannot be contacted within 5 days through the email address or phone number provided, 90% of the amount will be refunded to the customer’s credit card