Returns &
Exchanges
Changed your mind, or the fit is not quite right? You have 14 days from delivery to send it back — we will even collect it from your door.
The Essentials
You have 14 days from the day your order is delivered to request a return. Once your request is approved, we arrange collection and process your refund after the items are checked — the same courier-based model we use for delivery works in reverse.
Return Window
- 14 days from the delivery date
- The request must be submitted within the window
- Orders must have Delivered status to be eligible
Item Condition
- Unworn and unwashed, in original condition
- All tags and packaging intact
- Items showing wear or damage caused after delivery may be rejected
One Active Return
- One return request can be open per order at a time
- You can include multiple items and quantities in a single request
- A rejected request does not consume your window if days remain
How To Start A Return
Returns are requested from your account. Go to My Orders, open your delivered order, and select Return — or head straight to Account → Returns → New Return. Choose the eligible order, select the items and quantities you want to send back, pick a reason, and submit.
If you checked out as a guest, first claim your account using the secure link we email after your order, or contact us at hello@thelocals.ae with your order number and we will help you start the return.
What Happens Next
Our team reviews every return request, usually within 1–2 business days. You will receive an email as soon as it is approved or if we need more information.
Once approved, we schedule a courier to collect the items from you. After the returned pieces are received and checked, your refund is confirmed and processed. You can follow the status of any request under Account → Returns.
Return Stages
- Requested — your return is with our team for review
- Approved — collection is being arranged, refund amount confirmed
- Collected — the courier has picked up your items
- Refunded — your refund has been processed
Refunds
Refunds are issued to your original payment method once the returned items have been received and checked. The approved refund amount is confirmed in your approval email.
Depending on your bank or card provider, refunds typically appear within 5–10 business days after processing. Delivery fees are generally non-refundable unless the return is due to our error or a faulty item.
Exchanges
Because every piece on The Locals is held by an independent brand, we handle exchanges as a return plus a new order: return the item that does not work, and order your preferred size or colour whenever you are ready — no need to wait for the return to complete.
This keeps things fast and ensures the piece you want does not sell out while an exchange is in transit. If you need help picking the right size before reordering, our Size Guides page and the size guide on every product page can help.
Items We Cannot Accept
For hygiene and quality reasons, some items cannot be returned unless they are faulty: earrings and pierced jewellery, beauty products that have been opened or unsealed, and items marked as final sale.
If an item arrives damaged, incorrect, or not as described, contact us at hello@thelocals.ae — that is always covered, regardless of category.
Ready to start?
Head to Account → Returns → New Return to request a return, or contact us if you need a hand.