Shipping / Returns / Exchange

SHIPPING

How do SD&SH ship online orders in Dubai?

All orders placed via our online store (www.sanddunesandsaltyhair.com or www.sdandsh.com ) are shipped with either Careem Delivery or our drivers.

Online orders are processed and dispatched Monday - Friday within 24 hours of being placed.

For orders placed before 2pm on Monday to Friday in Dubai, we offer same day delivery.

UAE wide orders over 400 AED receive complementary Express Shipping at Checkout.

For orders under 400 AED UAE-wide, a 50 AED Shipping Flat Rate will be applied at Checkout. 

Please note: If your order is placed on a weekend or public holiday it will be dispatched the following working day. 

Once your parcel has left our warehouse/showroom, it is the property of Aramex, Fedex or DHL (depending on the postage option you have chosen). Our team is available to assist with tracking your order, for assistance please contact orders@sanddunesandsaltyhair.com

 

 

Does SD&SH offer International Shipping?

Yes we do.

We offer FEDEX Express Shipping to all our International customers.

For detailed information on International Shipping, scroll down to the International Orders section below.

 

 

How long will it take for me to receive my order?

 

UAE

For UAE cities except Dubai, your orders will be dispatched the following calendar day and you’ll be receiving it the day after.

 

GCC  

We ship all our orders GCC wide with complimentary express shipping for orders over 400 AED.

From the date and time of your dispatch notification you should receive your order within 2 -3 days if you are located in the city and between 3 - 4 days if you are in a rural or remote area.

 

International Shipments  

We ship all our orders GCC wide with complimentary express shipping for orders over 500 AED.

From the date and time of your dispatch notification you should receive your order within 4 -5 days if you are located in big cities and between 6 - 7 days if you are in smaller cities.

 

 

Please note: If your order is placed on a weekend or public holiday it will be dispatched the following working day. 

Once your parcel has left our warehouse, it is the property of Aramex, FEDEX or DHL (depending on the postage option you have chosen). Our team is available to assist with tracking your order, for assistance please contact orders@sanddunesandsaltyhair.com

We thank you for your patience. 

What does Express Shipping mean?

 

Our main priority is getting your order to you as quickly and efficiently as possible.

We send all International orders via FEDEX Express.

This means your parcel will arrive to you approx 3-4 days after receiving your dispatch notification.

You will also find your tracking number in this email.

 

What do each of the emails mean that I receive after having placed an order?

We like to keep you updated along the process of getting your order to you. You will receive the below email notifications:

Order Confirmation- We have received your order

Dispatch & Shipping Confirmation - Your order has been wrapped with love and is now on its way to you. This email will include your  tracking information.

 

Are there delays with shipping times and estimates due to COVID?

We are experiencing slight ongoing delays due to the impact of COVID-19. If you are experiencing any delays with your order, please reach out to our SD&SH Customer Service Team  via email orders@sanddunesandsaltyhair.com

We are still dispatching your orders daily, but some of our shipping carriers are experiencing delivery delays due to the high volume of parcels. 

 

 

What happens if I only receive half of my order?

 

It is likely that your order has been shipped as a split order.

Most of our online orders are shipped from our head office in Dubai, however due to stock availability your order may be split and fulfilled from one of our partners. 

If this is the case, you will be sent 2 or more shipping notifications with different tracking numbers.

If you need any help with locating your order, please contact our SD&SH Customer Service Team via email: orders@sanddunesandsaltyhair.com

 

 

INTERNATIONAL ORDERS

How much does international shipping cost?

International cost varies depending on your location. This will be quoted upon check out.

 

What currency are the shipping prices quoted?

All prices on SD&SH orders are quoted in AED (Arab Emirates Dirham).

 

How long do International orders take?

After your order has been confirmed and dispatched, your order should take: 

3-4 days to arrive for GCC orders.

Please allow up to 7-9 days to arrive for United States and the United Kingdom orders and European orders.

Please note that FEDEX are experiencing some shipping delays due to the impact of COVID-19.

Please note that delivery dates are estimates only.

*We will constantly review these delivery times to ensure they are in line with SD&SHs shipping carriers. 

 

Who is responsible for paying Customs charges and Taxes?

Payment for all customs clearance and taxes are the responsibility of the customer. Sand Dunes And Salty Hair take no responsibility for any additional charges included for shopping orders internationally. 

For more information on customs charges for each country please contact your customs authority. Below is a useful link that can be used as a guide for potential customs charges but again please contact your country's customs authority to confirm exact charges.

https://global-express.org/index.php?id=271

 

Other important shipping information.

Please ensure that the postal address provided at checkout is your correct address, as we take no responsibility if you do not receive your item due to providing us with an incorrect address.

 

 

 

RETURNS & EXCHANGE

 How do I return my item?

If you would like to return your item/s please follow the steps below.

STEP 1:Email our Customer Service Team within 10 days of your delivery notifying us of your return. orders@sanddunesandsaltyhair.com

STEP 2:Our Customer Service Team will respond with a RA (Return Authorisation Number) 

STEP 3:Complete the returns form that came with your order.

STEP 4:Wrap up and send your order back to:

Sand Dunes And Salty Hair Returns 

The Pulse Residence A2 Icon - 

Apt. 402

Dubai South 

Dubai 

Please Note: Once your return has been received, it can take up to 7-10 working days for your refund to be processed. 

 

What is SD&SH’s return policy?

We want your shopping experience with us to be as pleasant as possible. If you’re not happy with your purchase, will be providing full refunds for any ONLINE ONLY purchases where customers have had a change of mind, made a wrong decision or purchased an incorrect size.

 Please note that  that all returns for exchange / credit & refund must meet the following requirements:

- Full price items only. 

- Garment/s will need to be sent back to us within 10 days of delivery.

- Garments should be returned new, unused and with all designer tags still attached.

- Returned items that have been worn, washed, damaged or altered from their original state (i.e. tags removed) will not be accepted, and will be returned to the customer.

- All exchanges will incur an additional 50 AED-200 AED  fee for redelivery, depending on your location.

Any item purchased on Sale can be returned for a credit note or exchange (where possible) only. 

Only if the sale item is deemed faulty we will have a refund approved.

All  FINAL SALE items (this includes any product purchased on sale with an additional discount code) are unable to be returned for a refund. We are able to offer an exchange (where possible) or credit note if the item is deemed faulty. 

 

What happens if my item is faulty?

We are so sorry that you may have received a faulty item. We aim to provide our customers with products of the highest standard and quality. A thorough check of your garment is undertaken before it is sent off.

If you have received an item that you believe has a manufacturing fault, please email our Customer Service Team immediately and provide a photo documentation showing the  defect/fault, which will speed up the assessment process. 

If we believe the fault cannot be repaired then we will send to you a replacement product, which matches your original purchase. However, if we are unable to repair or replace your faulty item then we will reimburse you in full for your purchase. 

 

How long does it take for a refund to be processed?

Once your return has been received into our head office it can take up to 7-10 business working days for the refund to be processed.

 

Am I able to exchange my item?

Yes, of course.

You are able to exchange an item purchased at full price for another size or style.

There is an additional 50 AED - 200 AED charge to process the exchange and the shipping fees depending on your location.

For International exchanges, please contact our Customer Care Team via email orders@sanddunesandsaltyhair.com

 

Am I able to return an item I’ve purchased while on sale?

Yes, you can!

SALE items are able to be returned for a credit note or exchange (where possible). 

Your item must comply with our returns requirements, swing tag must be attached and in a new, unused and undamaged condition. 

 

Whose responsibility is the return once I send back to SD&SH?

Please take care when sending items back to us, as items lost in the post are your responsibility and we cannot offer refunds, exchanges or credit notes on lost parcels.

We always recommend using a registered post and to keep hold of your tracking number to avoid missing parcels.

All returns need to be sent back to us within 10 days of delivery. 

This means 10 days from tracking showing the order as being delivered. 

All items need to be returned new, unused and with all designer and brand tags attached. 

All returns need to be inline with our Returns Policy above. 

 

Do you offer free returns?

At this time, we currently do not offer free returns. As you know a big part of our profit goes to CR Hope Foundation to sponsor the education of the Seeds of Lights kids. We’re trying to keep our cost as low as possible without sacrificing the quality of our services and products. Free returns cannot be supported with our business model.

 

 

 

ORDERS

Can I cancel my order?

Once an order has been placed and processed you are unable to cancel that order. If you wish to change the items purchased you will have to contact within 2 hours our Customers support team at orders@sanddunesandsaltyhair.com  and let us know. If you fail to do so, then you’ll have  to wait until receiving the goods when you can then complete a return as per the instructions outlined in “Refund + Returns Policy”.

We may need to cancel an order if the product is not available for any reason. Our Customer Service Team will notify you via email and in that case and process a full refund. 

We will usually refund any money received from you using the same method originally used by you to pay for the Product.

 

When will my order be dispatched?

Online orders are processed and dispatched Monday - Friday within 24 hours of being placed.

For orders placed before 2pm on Monday to Friday in Dubai, we offer same day delivery.

For GCC and International orders your shipment will be dispatched within 24-48 hours from your placement. 

 

Why is my discount code not working at the checkout?

To shop our Sale items, your do not require a discount code.

Some discount codes are valid until certain dates and some others are valid for 1 time use only per account. 

If none of the above applies to your case, kindly contact our Customer Service team at orders@sanddunesandsaltyhair.com

 

What is a final sale item?

FINAL SALE item is any product that has been purchased on sale with an additional discount applied.

FINAL SALE Items are only able to be returned for a refund if deemed faulty or exchange for another size where possible. 

FINAL SALE items will be clearly labeled under the product name.

 

Will I have to pay for Duties & Taxes?

We ship from Dubai, so if you’re an international customer you are responsible for customs & duties within your own country. For further information, we recommend contacting your local customs office.