- MY ACCOUNT AND CUSTOMER CARE
- MY ORDER
- MY PAYMENT
- SHIPPING AND DELIVERY
- GIFTING AND PACKING
- STORE INFORMATION
How do I contact customer service?
How to create an account?
The steps to create an account are simple. Click on “No account? Create one here” where you will be directed to the page to fill in your personal information.
Fill in your name, email, mobile number, date of birth and then create a password for your account.
(a) You can also securely store multiple delivery address.
(b) If you are already a 'Loyal Customer' you can log in using the same e-mail and phone number as the one linked to your loyalty card. An OTP message will be sent on your mobile number, enter the OTP number received here and sign in
How do I reset my password?
If you’ve forgotten your account password, you can reset it by clicking the 'Forgot Password' link from the log-in page. A link to reset your password will be emailed to you.
What if I don't want to create an account?
To place an order, you should Sign In and create an account, since we will need to communicate with you through the personal information you will need to fill.
What should I do if I am having trouble logging into my account?
If you are a registered user and you forgot your password, click on “Forgot Password” at log-in and you will receive an e-mail with instructions on how to reset it. For any other technical difficulties, please contact our Customer Service team.
How do I link my loyalty card to my online account?
You can link your online account to your loyalty card by following the below:
(a) Go to “My Account” then click om “My Account' then 'LOYALTY'
(b) For first time users, a validation is needed. Therefore, under “Receive verification code” enter the mobile number that is linked to your loyalty card, and press “Send OTP”
(c) You will receive an OTP number
(d) Enter the OTP code
Is my personal information confidential?
The right to rectification and erasure requests
You have the right to modify all the personal information found in the "My Account" page.
For any other request you might have regarding the rectification and/or erasure of your personal data, please contact us through our contact page. We will review your request and reply as soon as possible.
Access to my data
At any time, you have the right to retrieve the data you have provided to our site. Click on « Get my data » to automatically download a copy of your personal data on a PFD or CSV file.
How do I check or modify my personal Information?
You can access any time your personal information under My Account > My Account» then click on “Information” and modify your information's:
(a) First or last name
(c) Phone number
How do I check or modify or delete my address?
On Desktop, visit My Account then click on “Addresses”. Select the address you would like to update. Click on 'Update' then press on “Save” once the change has been made. If you press 'Delete' then your address will be deleted.
How do I unsubscribe from e-mails and SMS?
To unsubscribe, go to MY ACCOUNT then «My Account» then click on «INFORMATION» .
From there, you can edit your subscription preferences.
You can also unsubscribe from the newsletter mail received, go to mail footer and click unsubscribe and follow steps.
To check which e-mail is associated with your account, just visit My Account.
I’d like to subscribe to the Newsletters
If you’d like to receive the latest trends, offers and information direct to your inbox, you can subscribe to our newsletters and change your newsletter preferences from the 'Preferences' section in your account.
How can I share my feedback about my experience?
We love to hear your thoughts and create an even more luxurious experience, you can share your feedback by using this form. You can also send us your feedback through the e-mail you will receive to evaluate your experience.
Your communication is going to Junk inbox why?
Please add us to your contact list as this will avoid our emails going into those folders.
How do I place an order?
From our Home Page you can search for your products, or use the main menu to go to a category of product Women/Men/Beauty/Kids/Home and Deco, etc...
You may use the filters on the left side of the screen with color, material or brand specifications to make your search easier. You can also find items using the pricing budget.
If you know what you’re looking for or you are searching for a previously-seen item in our catalogue, you can type its description, code in the search section.
You can add items to your shopping cart gradually as you may 'Continue Shopping' don’t forget to check the 'Guide size'. Once all is added to your cart, and you wish to make the order, you can proceed to 'Check-0ut'
If you are not signed in, then you have to 'Create an Account' or 'Sign in'.
Once all items are in your card, double check them, make sure sizes are conform to your need. In case you have a 'Promo Code', press on 'Have a Promo Code' and fill in the code and press 'ADD'. The discount granted by the promo code will be deducted from your total order.
In the next check out steps, all you have to do is fill in your information, the 'Shipping Address' where you want your items to be delivered. Proceed by choosing your preferred payment method . Follow the steps by entering:
(a) the requested details for your 'Invoice and Delivery Address', you can select existing one or create new address
(b) Continue to select your 'Shipping Method' you can select standard delivery or express delivery with additional fee or you can pick your prepared order from our store
(c) Add any comment you may have regarding Shipping or Delivery or you order such as gift wrapping or any other comment
(d) Continue to select your 'Payment Method'. If you select to pay by credit card this will take you to the payment gateway, once payment is processed and validated you will have to continue
(e) Check the 'box' to agree on the terms of service unconditionally' after you read
(f) then press on 'ORDER WITH AN OBLIGATION TO PAY'. Once your order has been placed, you will receive an email with an order number. This will enable you to track your purchase with our customer service.
(g) you should receive an order confirmation with your order details by e-mail. Don’t forget to check your mailbox as we will be sending you a confirmation e-mail with the order details and a tracking number so you can trace your order. Some mail goes to 'Junk' so please also make sure your mail are not in your junk box.
(h) After we receive your order and selected payment method is cleared, our team of professionals will inspect and will process your purchase
(i) After following the necessary steps to place your order, fill in your preferred methods of payment along with your details.
(j) 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. If paying by payment card or PayPal, your order will only be accepted once your card details payment have been approved, the delivery address has been verified and the items are located and shipped.
Do you have a Wish List?
You may add items in your ‘Wish List’ for temporary hold so your favorite picks don’t go anywhere! Make sure you double check them before adding them to your Shopping Cart.
Once you have added your favorite item in your shopping cart, you can continue your shopping by pressing 'Continue Shopping' or click on 'Proceed to Check Out' once all is finalized.
How can I compare Items?
You may add items in your 'Add to Compare' for temporary hold than you can go to compare. Once you finish surfing you can press to 'View List Compare' and compare the different items and there specifications.
How can I see the products live?
For live products’ photos please send a picture of the item you wish to see on WhatsApp number showing under contact us page
How can I enquire more about the products?
For any questions related to the product please contact us on WhatsApp number showing in Contact us page or call us.
Are the prices on the website same as in store?
Store prices are guaranteed online: you are charged for the same price you would pay if you visit our physical store.
Can I place an order over the phone?
Yes, however, this option is only available in the UAE and for Cash upon Delivery payments. Simply call us with the details of the items you wish to order contact our Customer Service at +971 043399933 Ext 2100. Our Customer Service team is available every day from 10am - 10pm, and can also be reached via e-mail [email protected] or WhatsApp shop-line at +971 50 47921117
How to use a Promo Code?
To redeem a Promo Code and benefit from the granted Discount on an order:
(a) After you select your items, go to your shopping card.
(b) press on 'Have a promo code' and fill in the code you have, than click on "ADD"
(c) Verify than you discount is applied on your order total amount
If your Promo Code is not being added, please make sure:
(a) you types it properly using Capital and/or numbers without spaces,
(b) check the validity date of your promo code (expiry date),
(c) some product may not be eligible to Promo code (already discounts,..)
(d) Usually you cannot apply 2 promo codes on same order
What are the delivery fees/charges?
A delivery charge may be added to your purchase amount depending on the area (if remote area) of your shipping address. However, any purchase amount equal to or exceeding AED 500 will be delivered free of charge for delivery all over United Arab Emirates.
How can I get my order delivered to my home?
Orders are delivered to shipping address you selected when you placed the order.
You will be notified in advance by e-mail and/or SMS about exact date.
In case the delivery date does not convince you, you should notify our customer service team in advance to organize another date.
If you are not at home on the date, you will receive a e-mail and a new delivery date may be scheduled.
After 2 attempts the order is returned to our store and stock, and if paid you will be re-reimbursed by the amount of your order mince the delivery fee.
How can I order online and pick the item from store? (Click & Collect)
You just have to place you order, enter the shipping address, and in 'Shipping Method' select click and collect.
Once your order is prepared and ready for collection, our customer service team will call you or inform you by SMS about picking date and time.
Can’t collect yourself? (Click & Collect)
If you aren’t able to collect your order yourself and payment was made using a Credit Card, Debit Card, Gift Card or e-Voucher, then you can ask someone to collect your order for you and you should inform us by written or from sales history message about the person details.
They will need to bring with them a copy of your 'Order' email and either their ID, passport or driving license.
How will I know if Galeries LaFayette received my order?
As soon as your order is placed, you should receive an e-mail 'Order as soon as your order is placed, you should receive an 'Order Confirmation' e-mail and in parallel our customer service team is notified.
They will double check the stock availability and payment details and they should send you a mail or SMS with delivery details.
You can also check your order status and it should be set to 'Under process'.In case there is any issue with your order they will be contacting you.
I have submitted my order but did not receive an email
Please check you SPAM or Junk folder first.
You are also kindly requested to add us to your contact list as this will avoid our emails going into those folders.
If you haven’t heard from us, please send us an e-mail and we will do our best to resolve your issue quickly or call us on phone number showing in 'Contact Us' page.
Where can I find my order number?
Your order number is created after you've successfully submitted your order online.
This will be displayed on the order confirmation page, and featured in all emails received thereafter.
You can also check your order number directly under 'MY Account -> My Account -> Order History and Details'.
How do I check or track my orders?
Simply visit 'Orders History and Details' under My Account.
You will see the status of your order as Ordered, Shipped or Delivered.
You can call our Customer Service any time to track your order and receive an update.
Once your order has been placed, you will receive an email with an order number.
This will enable you to track your purchase with our customer service.
Can I change or amend the items in my order once it has been placed?
Exchange are only accepted within 14 days from date of purchase receipt.
Refer to 'Exchange and Refund' Policy for more details.
For non-faulty Items, customer shall either exchange his item by another, or get a Gift Card, or get a Return Voucher, valid for 12 months only.
How can I contact you if I have a problem with my order?
When will my order be prepared? What is the handling time?
Orders are usually dispatched within same day till 7 business days of date of order, depending on the type of goods and delivery address.
Our warehouse operates from Monday to Friday during standard business hours, except on national holidays at which time the warehouse will be closed.
In sales period or Lock down this make take longer.
You will be notified by SMS or/and e-mail when your order is shipped.
If an ordered product is out of stock, for any reason, you will be notified by email or phone call.
I still have not received my order, what shall I do?
If your purchase has not arrived by the delivery date, check your e-mail as it is likely that you have received an e-mail informing you that the order has left our warehouse.
Please bear in mind that during sale periods and promotions, delivery dates may be longer.
Remember you can call anytime and ask about the status of your order at any time.
Can I cancel my order?
You can cancel your order when your order status is set as 'Order Accepted', before it's set to 'Under Processing'.
Please refer to our Cancelation Policy for more details.
If you order has already been processed and shipped, please wait for delivery then schedule a return.
Please refer to 'Exchange and Refund' Policy for more details.
Is online payments Secure?
Your security is very important to us.
If paying by debit or credit card, CC Avenue provides safe and secure checkout by encrypting your credit card information using SSL. For more information about our secure checkout, please read our 'Secure Payment' policy.
Which payment methods do you accept?
We currently accept payments through Visa, Mastercard, American Express, Cash upon Delivery. All orders, cash upon delivery, must be paid in AED in the UAE.
Are local taxes and duties included in the product price?
The sale price of items showing on our e-commerce are VAT/TAX Included.
How can I change the payment currency?
The currency you wish to shop and pay with, will default to the currency of the region you are browsing in, which you can change at the top left hand side of the homepage.
What is the currency exchange rate for currency I did select?
The default currency is in AED. If you want to pay with foreign currency, the latest exchange rate of your bank card will apply.
Can I pay with my credit for 'Cash Upon Delivery'?
Yes, you can pay by credit card upon delivery.
I have placed an order and the amount was deducted from my credit card but I did not receive an order confirmation.
We are sorry to hear that, please wait 30 minutes as it may be a delay from our system.
Please check if the e-mail is in your Junk Inbox.
If you still haven't received your confirmation, please contact our Customer Service team through the Contact Us page.
Why might my payment be declined?
This may happen for a few reasons, like the CVV number not matching your card, the card number is wrong, or trouble in the connection.
In these cases, you will see an instant message on your order review screen. If the error persists, please contact your bank to see if there's an issue with your card.
I am having trouble paying online with my credit card, what should I do?
If you receive an error message related to credit card authorization failure, double check that the billing address on the credit card matches your account billing address, try re-entering your CVN or security code, and be sure that the card is current and valid.
Please note that some financial institutions require customers to activate their card for online shopping, and they may set a daily limit.
Please contact your financial institution for further assistance.
When will my card be charged?
An authorization will be placed on your card when you successfully place an order online.
You may receive a notification from your bank at this time, depending on your communication settings.
This charge is temporary and will only be confirmed once your order has been processed by our warehouse.
Why is the promo code not working?
Promotional codes are valid only in accordance with their terms, until the date stated, are not redeemable for cash and cannot be used in conjunction with any other offer, sale or promotion.
Some codes are also only available for a single use.
Some Conditions may apply on some products.
What is 3D Secure?
An authentication system for your online purchase that will protect using your card. As part of the fight against fraud and in order to secure your transactions, we trust 3D Secure payment.
This is an authentication system for your online purchases made to help protect you from a hazardous or falsified use of your card. It is also called 3DS, Verified by Visa, MasterCard SecureCode or even SafeKey by Amex.
The cardholder authentication procedure is simple and requires three simple steps:
(a) Validate your basket, choose your delivery method, choose your payment method, this will take you to the 'Secured payment gateway' and enter your card details.
(b) After verification, a 3D Secure window opens: your bank asks you to enter information allowing you to authenticate. In most cases, this involves entering a one-time code that is instantly communicated to you by SMS, answering a personal question or entering your date of birth.
(c) After validation of the previous step, and once your payment has been accepted, your purchase will be confirmed.
How do I obtain an Official Invoice?
In case you need an official invoice, this document can only be generated after the delivery is done. So all you need is to inform our customer service and they will send it to you by e-mail.
Can I pay using a Gift E-card that I have received?
Yes, you can pay using a gift e-card received on your email. All you have to do is choose your item, before proceeding to "Check Out" at the end of your basket, under the total you should press on 'have a promo code' this will open a small window for you. In this window you can enter the e-card number you have and the order will be deducted by the 'balance amount you have in your card'.
How do installments work?
If your bank offers installment plans with Galeries Lafayette, you have the option to convert your purchases into monthly installments, subject to the Terms & Conditions of your bank. This option will be made available to you after checkout and payment has been processed. You may receive an SMS communication from the concerned bank to a payment facility option or you may contact your bank to check the installment plan eligibility.
Can I use the installment plan with purchases made via prepaid cards or Cash on Delivery?
No, installment plans are only available on purchases made via credit cards.
Which credit cards are eligible for installment plans?
Please see the Partner Banks list on the installment Guide page for more information.
How can I get details about my installment plan?
Please communicate with your bank for more details about your installment plan.
What will happen if I cancel an order purchased with an installment plan?
We will cancel the order and the amount will be credited in the form of Store Voucher.
Where does Galeries Lafayette ship to?
We deliver all over United Arab Emirates. Please refer to 'Delivery and Shipping' Policy for more details.
How much do you charge for delivery? What is the cost of shipment?
Delivery or return charge may varies between 20AED and 40AED depends on the delivery location in United Arab Emirates.
All orders exceeding the amount of 500AED are free of delivery charge in United Arab Emirates.
Upon check out and when you select the delivery address the system will calculate the delivery fee amount.
For Delivery outside United Arab Emirates you should request for a quotation for our customer service.
When can you deliver?
We deliver all over United Arab Emirates, Orders should be delivered within 48 hours in Core UAE Area and within a maximum period of seven days. Our Logistic Team is fully operational and under COVID safety measure.
However you may face some delays in deliveries in sales or lock down periods.
How much is the cost for return?
For returns, cost is 20 AED per shipment. Please refer to our 'Exchange and Refund' Policy for more details.
How long does Galeries Lafayette UAE keep click & collect orders?
Click & Collect orders will be kept for three days from the collection date you've selected. It can be held for 14 days if paid and left unclaimed. After 14 days your order will be cancelled and you will be automatically refunded the full order value.
What time should I expect my delivery to arrive?
Delivery time is usually between the hours of 10:00am until 17:00pm.
How long does it take to deliver my order?
Delivery to all cities within United Arab Emirates, same day within 2-4 hours for delivery in Dubai (Core Area) and 2-7 business days (for Remote Area) from date of purchase, depending on item and shipping address. Please refer to 'Delivery and Shipping' policy for more details.
Can I ship an order to multiple addresses?
If you wish to split an order into multiple addresses, then you need to place multiple orders and specify an address for each order.
I did not receive my order yet
If you did not receive your order on the promised delivery date, please check your e-mail (in both your inbox and junk mail) as it is likely that you have received an e-mail informing you that the order has left our warehouse.
Please bear in mind that during sale periods and promotions, delivery dates may be longer.
Remember you can call anytime and ask about the status of your order at any time.
Delivery date or time exceeded?
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
The parcel received is damaged
If your parcel is damaged in-transit, if possible, please reject the parcel and get in touch with our Customer Service.
If the parcel has been delivered without you being present, please contact customer service within the next 48 hours.
I did not receive all the items I ordered
Kindly check your e-mail to see whether we have sent you an e-mail informing you that one of the items in your order is not available.
In this case, we will refund you the corresponding amount for this item.
Refer to exchange and refund policy for more details.
If you have not received any e-mail in your inbox or junk mail, please contact our Customer Service and will we reply to you as soon as possible.
The items received are incorrect or defective
If you have received an item, which is defective or different to the one purchased, we will refund these items. Please refer to exchange and refund policy for more details.
What if the item received is not as per my expectation
You will have to receive the order, in all cases, than do an exchange in store or a return online.
There’s a part of my item that’s missing
For any missing items or parts in your order, please visit the Contact Us section and send us an e-mail with your order number and the missing item's name and number.
Our team will look into your request and back to you in 2-3 business days.
How do I change my delivery address or scheduled delivery date?
To change your delivery address, you must communicate with the Customer Service before order status is set to 'Under processing'. If order is under processing you cannot change.
My order was delivered to a wrong address
Please get in touch with our Customer Service team and have your Order ID and the correct address ready. We will look into your request and get back to you.
I missed the delivery, how do I get the order re-shipped?
If you are absent during the delivery man's first visit, you will receive an e-mail and a notice will be left in your e-mail. Please call back the telephone number indicated on the notice of passage.
If we were unable to reach you at the scheduled delivery time, we can reschedule the delivery (within the next 6 days), our team will have 2 more attempts.
If you miss all delivery attempts, the package will be returned to our warehouse and your order will be cancelled.
You will then receive your refund in a form of a credit note within 5-7 business days.
Delivery Confirmation and Signature Upon Reception
(a) The customer is required to check the condition of the packaging and the conformity of the product delivered, and to issue if necessary any reservations on the carrier's delivery slip.
(b) We require a signature (date and time received) from the customer on the delivery note, send to your delivery address as specified in your order, as soon as goods are delivered. Customer accept that evidence of a signature, done by himself or anyone at the delivery address, is evidence of delivery and fulfillment by us.
The goods are on customer responsibility from the time we deliver them to the Shipping Address provided on order.
How will I know if an item is out-of-stock?
If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order.
How long does it take for an 'out of stock' item to be available again?
Although items do come back in stock, product availability depends on the brand's stock so we cannot identify when an item will be back on the e-shop.
To keep track, simply fill your email in 'Notify me when available', than as soon as item is back in stock you will be notified by e-mail.
How can I submit a complaint?
If there is any issue related to the quality of items or parcels delivered, please contact our Customer Service Department within 24 hours after receiving your order for any assistance.
What is the online return and exchange policy?
Exchange are only accepted within 14 days from date of purchase receipt. Customer shall visit our store to do necessary return/exchange transaction.
The original POS Purchase Receipt or Sales Invoice or Order Confirmation or E-commerce Order Reference is mandatory to process either 'Exchange' or 'Refund'.
Please refer to 'Exchange and Refund' Policy for more details.
Are there any charges for return? What charges are non-refundable?
We do not charge a restocking fee; however, please note:
(a) You are responsible for return shipping charges/return custom charges if applicable
(b) Original shipping charges are non-refundable. We will refund the value of the goods returned.
What is the Refund Policy?
Refund is only made in case of faulty Items/manufacturer defect or in case of out of stock. No Refund are accepted after 7 days from date of purchase receipt.
Please refer to 'Exchange and Refund' Policy for more details.
I Changed my Mind, I want to return an item
Customer will be required to arrange his own shipping or come to our store Galeries LaFayette Building in Dubai Mall and do the exchange, Address is: Emaar Properties (The Dubai Mall), Down Town Financial Center Road Dubai-United Arab Emirates. Or do a return request: Go to Order History, check the items you want to return, add a message than press on 'Request Return'.
How can I return a product?
Customer will be required to arrange his own shipping or come to our store and do the exchange or Go to Order History, check the items you want to return, add a message than press on 'Request Return'.
What should I do if I received the wrong item?
If you have received an item, which is different to the one purchased, you can exchange these items, please refer to return or exchange and refund policy for more details.
What happens if I have submitted my return request but I have not received any reply?
Please check your email inbox and/or Junk folder. If you haven’t heard from us, please send us an email to [email protected] and we will do our best to resolve your issue quickly.
What should I do if I received a faulty or damaged item?
If you have received an item, which is defective, we will refund these items. Please refer to 'Exchange and Refund' policy for more details.
Can items purchased on sale be exchanged?
For product purchased in promotion or discounted for more than 50% of its price, we cannot accept exchange.
Can I create/request a return order online?
Yes, you can create a request return online. Go to 'My Account' >> My Account >> Go your 'Order History'.
(a) First the order status should be 'Delivered'.
(b) Than select the item and quantity you want to return, add a message for your request and press 'Request Return'.
(c) Our customer service will be notified and they will get back to you to organize the pick-up and will check other details with you.
Please bear in mind that return delivery charges may apply depending on item and pick up address. Or you can arrange your own shipping with third party or come to our store in Dubai Mall and do the return/exchange.
I have exceeded the 30 days, can I still do an exchange?
As per our policy, the eligible items can be returned up to 14 days only.
Can I exchange a gift item I have received?
For any gift returns, please ensure you have a gift voucher to return the gift, than please visit our store.
Can I exchange a gift card I have received?
As per our policy, the gift card and vouchers cannot be exchanged.
Are gift e-cards available?
The service will be available soon.
Can I order online and send the item gift wrapped?
Yes, you can order and pay online and have the parcel send as a gift and wrapped, when checking out, please make sure you check the option 'gift wrap' and you can also fill in a text message.
Should I pay extra cost to have product gift wrapped?
No, this service is free of charge.
Where is your store located?
Galeries Lafayette is located at The Dubai Mall.
The Dubai Mall
+971 4 339 9933 See map and directions
What is your physical store opening hours?
How to get there by metro?
The nearest metro station is the Burj Khalifa/The Dubai Mall station, which is within a walkable distance from The Dubai Mall by using the Metro Link Bridge.
How to get there by taxi - Careem - Uber?
If you plan to take a taxi, order Careem or Uber driving services, simply tell your driver to drop you off The Dubai Mall main entrance.
How to get there by car?
If you plan to drive to The Dubai Mall from the centre of Dubai, take the first interchange and proceed through Financial Centre Road. If you’re coming from Abu Dhabi, take the exit to Financial Centre Road from the first interchange.
How to get there by bus?
There are two buses that service The Dubai Mall every 16 minutes: route 27 from the Deira Gold Souk station and route 29 from Ghubaiba bus station. The buses arrive and depart from the tourist drop-off area, located in front of the Grand Drive Entrance, on the Lower Ground Floor of The Dubai Mall.