Return Policy

Returns Policy

Returned items must comply with our Returns Policy. Hereafter is the list of general conditions applicable to Returns:

  • Items must be returned intact, unworn, and/or unused, with all tags affixed and the original packaging included (including promotional gift items accompanying the Order).
  • Footwear and accessories must be returned with the original branded boxes, dust bags, where provided, and placed inside the original protective shipping box, along with all brand and product labels/tags/instructions/authenticity cards.
  • We don’t accept returns for underwear, earrings. Unless the product has been damaged during shipping and retains its original packaging.
  • Footwear with marked soles will not be considered unworn and will not be accepted.
  • Hosiery, lingerie, and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged product packaging, where applicable.
  • Accessories must be returned in the same condition it arrived in, including all branded packaging and documents provided with it.
  • The Returns should be always be accompanied by the original order confirmation. 

Please take care when trying on your purchases and return them in the same condition you received them. Subject to meeting the above conditions, we offer a “no questions asked" free returns policy for 15 days from the date of receiving your order.

Please take care to preserve the condition of any product packaging as, for example, damaged shoe boxes may prevent re-sale and may mean that we cannot give you a full refund. 

Our agents may ask to inspect returned items at the point of collection, but that initial inspection does not constitute a guarantee of your eligibility for a full refund.

We reserve the right to monitor returns and to refuse Orders from customers with excessive returns levels. However, nothing in this Returns section is intended to affect any consumer rights that you may have under UAE law.


Returns Process

We are pleased to offer a free returns collection service to all customers for any purchases that meet our Returns Policy. 

We recommend that you book your return pick-up within 7 days of your delivery date to ensure that it is picked up and delivered to our showrooms within 15 days.

To book a free returns pick-up:

  • Go to 'My Account/Order History of the Website if you have an account; or
  • Contact us on +97145519791 if you placed an order as a guest (applicable in UAE only).

Please note, we can only offer a free returns pick-up from the same destination your order was delivered to.

What happens next?

Prepare your package with the documents enclosed in your order

  • Place the item(s) with all the original packaging inside the Krisma box and leave it open for the courier to check the contents.
  • Attach the Return Label (shipping waybill) and a signed Return Note to the outside of your Krisma box and hand the courier the spare copies of both documents. 


Returning within the UAE?

Domestic returns within the UAE can be conveniently dropped off at any shop of a Krisma’s business partner near you.

Cancelling an order

Depending on where you live, you can also choose to cancel your order. If you choose this option we will refund you the full price for any returned item that meets our Returns Policy and the original delivery fee; however, you will be responsible for any charges imposed by banks and financial institutions.


Once your Returns have been received and accepted, your refund will be completed via the original payment method, excluding the delivery costs and bank charges. If you are eligible, we may be able to issue your Refund as Krisma credit if you prefer; the amount will effortlessly apply at checkout the next time you shop with us.

Faulty items

It is our aim that every item arrives in great condition and we hope you are always delighted with your purchase. If you receive an item in a flawed or damaged condition, or if it does not quite match the description on site, please contact our Customer Service as soon as possible. We will arrange a return and process a full refund for the defective item. The item must be returned in the same condition you received it in within 15 days of receipt.

In case of damaged items, you will be entitled for a full refund including, where applicable, original Order delivery charges, cash handling fees, taxes and any duties. Replacement may be available.


Shoe returns will only be accepted if the shoes are in brand-new condition and without any damage to the items or their packaging. To avoid damage, shoes should only be tried on carpeted surfaces. Any items returned with scuffing, scratches, dents, or any type of damage and visible signs of wear will not be accepted and will be returned to the customer with a rejected refund request.



We are not currently able to offer Exchanges. Instead, all items should follow the returns process, and a new Order placed for the replacement items.


Manufacturing Defects

In addition to our 15 day returns policy, certain product items may benefit from a manufacturer’s warranty. Please call us on our UAE number +971 4551 9791 if you believe your product has a manufacturing defect.