faqs

Do I need to set up an account?

You do not need an account to shop at Retrouvailles. However, you will be able to enjoy a whole host of additional benefits if you register with us, such as:

1. - Requesting a return directly from your Retrouvailles account

2. - Adding the products to your Wish List including sold out items

3. - Previewing new collections and receiving emails on our latest news and New In items

4. - Saving your address and card details for a faster shopping experience when you visit us next time.

Where does Retrouvailles ship to?

Retrouvailles is shipping exclusively to:

1- UAE,

2- KSA,

3- Bahrain,

4- Kuwait,

5- Oman,

6- Qatar.

- We do not currently ship to anywhere else in the world.

How long will it take to deliver my package?

The delivery will be via a third-party shipping company. Delivery within the United Arab Emirates And Kuwait will be within 3-4 working days, and between 5-7 working days for the rest of the Gulf countries ...

How do I make a purchase?

It couldn’t be easier to make a purchase with Retrouvailles. Browse the site via the labeled categories i.e. Click on your desired item, select the quantity and click ‘Add to Cart’. Your chosen item will appear in your shopping cart on the top right of the page.

Continue shopping, When you are ready to place your order, revisit your Shopping Cart and select Proceed to Checkout. Follow the simple prompts to complete the checkout process. For further help or technical issues, please contact our customer care team from 8 am-5 pm on our UAE Number+ 971 800 738 76, email [email protected].

Am I able to place an order via telephone?

Yes, this option is currently available for cash on delivery orders - Simply call us with the details of the items you wish to order. Customer care is available between from 8 am-5 pm on our UAE Number + 971 800 738 76.

How will I know if an item is out of stock?

A “out of stock” banner will be displayed by an item if it is out of stock.


How do I contact Customer Service?

You can contact our customer care team from 8 am-5 pm on our UAE Number +971800 738 76, [email protected] , & Live Chat or you can contact us on our Instagram account (retrouvailles.Paris)

How do I search for a specific item?
Using the search bar on the top of the page, you will be able to search by Product Name, Product ID and description. If you are unable to locate the item you are looking for, please contact our customer care team from our UAE Number
+971800 738 76, [email protected].

How do I select a payment currency?

The currency will default to the currency of the region you are shopping in which you can change at the top right-hand side of the homepage.

What payment methods does Retrouvailles accept?

We accept Visa, MasterCard, and online credit. Cash on delivery payments on orders is also available. Our clients in Saudi Arabia are also subject to pay an additional fee of 20 SAR upon Cash on delivery service. However, we do not accept cheques.

Are Gift Cards available?
Currently, we do not offer Gift Cards.

How will I know if Retrouvailles has received my order?

After placing your order, you will receive an email to inform you that your order has been received. However, this does not mean that your order has been confirmed. From here, you will then receive a second email from us confirming your order included your shipment tracking number. If there was any problem with your payment, you will quickly be informed, and your payment will not be processed. Your items will then be dispatched.

I have not received my order?

Please contact our customer care team from 8 am-5 pm on our Free UAE Number+97180073876, [email protected].

How can I track my order?

A tracking number will be provided by email. You will then be able to use the tracking number to track your order by contacting the customer care team from 8 am-5 pm on our UAE Number + 971800 738 76, [email protected].

Is my package insured and will I need to sign for it on arrival?

Yes, your package is insured right up to its reception. A signature will be required on arrival however someone can sign on your behalf if you are unavailable.

How do I change my delivery address or scheduled delivery date?

Our customer care team will be happy to assist with changing your preferred delivery date and address. Contact them from 8am-5pm on our UAE Number+ 971800738 76 ,[email protected]

If, however, you have received an email informing you that your order has been dispatched, we won’t be able to change your address. Please note that a change to an address outside of the original delivery country cannot be accepted. Please see our Shipping Policy for more information.

What should I do if my item is faulty or damaged?

We pride ourselves on the highest quality, luxury product at Retrouvailles. So, if your product is damaged or has a fault, we want to know about it. Please contact the customer care team from 8 am- 5 pm on our UAE Number + 971 800 738 76, [email protected].


What is the returns policy?

The customer has the right to return a product when the following conditions are fulfilled.

- Your return request should be submitted within 15 days of receiving the order.

- The order was made by mistake.

- If the product has a manufacturing defect

- It does not match the ordered product.

* All these conditions will be accepted if the product is in its original condition, unused or damaged.

*An email will be sent to you if your request has been accepted or rejected

When the return request is accepted, you will have to send the product to us through a shipping company requesting insurance for not losing or damaging the products, -this step is necessary because the responsibility will rest on the customer if the product is lost or damaged-. The shipping fee remains the customer's responsibility.

On the other hand, if the order is dispatched mistakenly wrong from our end, we will take the full responsibility, also bear the courier charges


How can I return a product?

For our full returns policy, click here. You can also contact our customer care team from 8 am-5 pm on our UAE Number +971 800 738 76, [email protected].

How can I share my feedback about my experience?

We would love to hear your feedback to help improve our service. You can contact the customer care team from 8 am-5 pm on our UAE Number+ 971 800 738 76, [email protected].

Does Retrouvailles ship to multiple addresses?

Unfortunately, no. We can only currently ship to one address per order.

Will my personal information be confidential?

We take data protection very seriously here at Retrouvailles. Information you provide to us via our Website is stored on secure servers. Any payment transactions carried out through our Website will be encrypted using Secure Socket Layer technology. Your card details and passwords are not available to any of our employees. However, please do note that it is your responsibility to keep any Website passwords or login codes issued to or chosen by you, confidential. We do share information with carefully selected third parties but we take care of doing so. For full details on how we handle data, please read our Privacy Policy.