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:
- 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 5-7 working days, and between 10-14 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 72747 , 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 72747 .
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?
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 72747, [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?
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 72747,[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?
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 72747, [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
* The return is not applicable for any offer
When the return request is accepted, we will schedule a pickup with the shipping company to collect the products from your location, in addition, that the return shipping fee remains the customer's responsibility, and depends on the quantity of the product and the country.
On the other hand, if the order is dispatched mistakenly wrong from our end, we will take full responsibility, also bear the courier charges
How can I return a product?
How can I share my feedback about my experience?
Does Retrouvailles ship to multiple addresses?
Unfortunately, no. We can only currently ship to one address per order.
Are there additional taxes or customs fees?
Retrouvailles does not charge any additional fees, any customs duties, or taxes that are in accordance with the laws of the receiving country, it will be the responsibility of the customer.
Why retrouvailles Ask for your ID?
- Some countries require you to provide us with your ID Number and Full Name in order to ensure smooth customs clearance and hassle-free delivery of your parcel.
- Acceptable information includes National ID name and number, passport name and number or your name and number on any government-issued document showing proof of residence in that country.Please note that the ID name and number shared must match the details on your order.
- Good news is that once you send this information to us, we will not be asking for it again until the validity of the ID is expired.
Will my personal information be confidential?