Online Return FAQ’s

Once the order has been placed, THAT Concept Store will provide you with an estimated date of delivery based on your choice (Same-day Delivery for Dubai, next day delivery for the rest of the UAE and 3-5 days for the rest of the GCC (excluding fine jewellery)). You can also call Customer Service to request a delivery schedule that suits you. THAT Concept Store will strive to deliver your order on or near the estimated date provided. Please note that this date is just an estimate and is thus subject to change. THAT Concept Store will contact you to book a date for delivery using the details that you provide. THAT Concept Store reserves the right to cancel delivery, change the delivery fee (if applicable), and reschedule delivery date; our delivery agent will call to inform you of any cancellations/changes. THAT Concept Store is not liable for any damage to or loss of your goods and/or property. For goods being shipped to a non-UAE address, you are responsible for all shipment arrangements, including providing all necessary paperwork to the shipping agent in advance. Packing list charges apply (starting at AED 100). For further details, you can consult an associate via Customer_Care@thatconceptstore.com. Upon receipt of goods, you or a nominated person are requested to inspect and sign the delivery documents to acknowledge the condition of the goods, the complete delivery, and proper installation (whenever required) of all Items. Items will not be released without a signature on the delivery documents. All goods must be carefully inspected, and any damage reported and noted on the delivery documents. Any manufacturing faults must be notified to THAT Concept Store within seven days of receipt of goods. We may, on our sole discretion, cancel the quantities purchased per person, per household, or per order. These restrictions may include orders placed by or under the same customer account, and/or the same credit card. In the event that we cancel an order, we will notify you by contacting the e-mail or phone number provided at the time the order was made.

THAT Concept Store products may be exchanged within 30 days or returned within 15 days for full-priced items.. All discounted items may be exchanged within 14 days and returned within 7 days.
The Return and Exchange Policy applies for products from the date of delivery.
15 days exchange or refund will be provided in case of a manufacturing defect.
In order to qualify for a return or exchange, all items must be returned with the following conditions:

• Returned items must be unused, unaltered, and in good condition.
• Items must be in their original packaging/box/dust cover, and with all brand and product labels/tags/instructions still attached.
• Swimwear must have the original hygiene liner attached.
• Authenticity/Warranty cards, where provided, should also be returned.
• The return must be accompanied by the original Order Confirmation.
• Exchange can only be with an item of equal or higher value than the original item.
• Please note that art pieces, beauty and grooming items (including skincare, fragrance, make-up and haircare), underwear, and earrings cannot be returned.
• Credit/Debit card payments will be refunded back to the card used for the purchase.
   

THAT Concept Store accepts payment by credit and debit cards. All refunds — both for UAE and non-UAE deliveries — will be accomplished by reverting to the same original payment form. In case of a customised order, full payment must be made prior to the order being processed. If the customised order has been processed, payment becomes non-refundable.

Once payment has been received in full, the ownership of all goods will pass to you. Risk of loss, damage, or deterioration is transferred to you upon acceptance of delivery.

THAT Concept Store is not intended for children under 10 years of age. If you are under 10, you are not authorised to use THAT’s services, and you will not be afforded access to any of its features that allow for you to provide information to us and for us to send communications to you.

THAT Concept Store shall only be liable for direct damages or losses caused to you due to breach of any of THAT Concept Store's obligations. For clarity, THAT Concept Store shall not be responsible for any lost profits, reputation damages, consequential losses, or any other type of costs, expenses, or losses. Nothing in these Terms and Conditions shall limit both THAT Concept Store and your liability in case of death, fraud, or personal injury.

If any part of these Terms and Conditions is declared illegal or becomes unenforceable, the remaining terms will not be affected and will continue to be in force. These Terms and Conditions shall be ruled and governed by the laws of Dubai and the federal laws of the UAE. Unless agreed otherwise in writing by THAT Concept Store and you, these Terms and Conditions precede over any other terms and conditions.

Promotional codes are valid only in accordance with their terms until the date stated, can be used only once, are not redeemable for cash and cannot be used in conjunction with any other offer, sale or promotion. They are personal to you and cannot be transferred to third parties.

HELLO15 Offer
Get 15% off your first online order when you log in or create a THAT account. Offer valid on full-price items only, excluding fine jewellery and select brands. This offer cannot be used in conjunction with any other offer or promotion. Enter ‘HELLO15’ at checkout, one use per person.

By using our website, you accept these terms and conditions in full. If you disagree with these terms and conditions or any part of these terms and conditions you must not use our website / app. If you register with our website / app we will ask you to expressly agree to these terms and conditions.