RETURNS
How long do I have to return my order?
You can request a return within 14 days of the delivery date.
Items must be returned unworn, undamaged, and with all original labels attached.
Please note that sale items are not eligible for refunds. However, discounted items may be exchanged.
How much does return shipping cost?
Return shipping is not free. We can arrange the return courier for you, and the shipping cost will either be deducted from your refund or invoiced separately.
Return shipping costs:
- UAE: AED 30
- Saudi Arabia: SAR 150
- GCC: AED 150
- International: Costs vary by location. Please contact us for an exact quote.
When will I receive my refund?
Once we receive your returned item, we will begin processing your return. The return will be processed within 14 days of receipt.
After the return has been processed, please allow up to 5 working days for the refund to appear in your account.
We will keep you updated throughout the process.
Can I exchange my item?
Yes. Please email us at customercare@chaselabel.com with your order number, and our team will guide you through the exchange process.
How do I return my order?
- Log in to your account by clicking the user icon.
- Select the order and item you would like to return.
- Click Request Return to start your return request.
- Our team will contact you with the return shipping details.
- Once we receive the item and confirm that it meets our return conditions, we will begin processing your refund.
If you have any difficulty submitting your return request, email us at customercare@chaselabel.com with your order number and we will be happy to assist you.
What are the return conditions?
- Returns must be requested within 14 days of the delivery date.
- Return shipping costs are the customer’s responsibility.
- The original shipping fee paid at checkout is non-refundable.
- Items must be returned unworn, undamaged, and with all original labels attached.
- Items that have been worn, used, altered, damaged, or returned without their original labels may be refused and sent back to the customer.
- We recommend using the original packaging when returning your order. If unavailable, please use secure and sturdy packaging.
- Returns are shipped at the customer’s own risk. We recommend using a tracked shipping service.
SHIPPING
Do you ship internationally?
Yes. We ship worldwide. Please see our shipping information below for delivery times and rates.
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How much is shipping and how long will my order take?
UAE
AED 30 — Standard Delivery
Estimated delivery: 2–3 working days
Dubai
AED 50 — Express Delivery
Estimated delivery: 0–1 working days
Orders placed before 12 PM are eligible for same-day delivery.
GCC — Saudi Arabia, Qatar, Bahrain, Oman & Kuwait
AED 80 — Standard Delivery
Estimated delivery: 3–5 working days
Rest of the World
USD 50 — Standard Delivery
Estimated delivery: 3–7 working days
Delivery times are estimates and may vary depending on the destination, customs clearance, and the courier.
Will I have to pay customs duties or taxes?
International orders may be subject to customs duties, import fees, or local taxes. These charges are determined by the customs authorities in the destination country and are outside of CHASE’s control.
Can I change my delivery address after placing an order?
Unfortunately, delivery addresses cannot be changed once an order has been placed, as orders are processed and the shipping information is automatically sent to the courier.
Once your order has been dispatched, you will receive tracking information by email. Depending on the courier, you may be able to arrange delivery to a designated pickup point.
Can I track my order?
Yes. Once your order has been handed over to the courier, you will receive an email containing your tracking number.
Please note that it may take until the next working day for the courier’s tracking system to become active. If your tracking number does not work immediately, please try again the following working day.
When will I receive my order?
Once your order is placed, we begin processing it for dispatch. After it has been handed over to the courier, you will receive an email with your tracking information.
Estimated delivery times:
- UAE: 2–3 working days
- Dubai Express: 0–1 working days
- GCC: 3–5 working days
- Rest of the World: 3–7 working days
I received the wrong product. What should I do?
We are sorry for the inconvenience. If you have received an incorrect item, please contact us at customercare@chaselabel.com with your order number and a photo of the item received.
We will arrange the return at no cost to you and assist you with receiving the correct item.
My order shows as delivered, but I haven’t received it. What should I do?
First, check your tracking information to confirm the delivery status and location of your package. You may also check with your building reception, security desk, or a household member.
If you still cannot locate your order, please contact us at customercare@chaselabel.com and we will assist you.
Products
Do you ship to my country?
Yes. CHASE ships worldwide. Please refer to our shipping section for delivery rates and estimated delivery times.
The product I want is out of stock. When will it be available again?
Some of our pieces are available in limited quantities and may sell out quickly.
To stay updated, sign up for our newsletter. You will receive a notification when selected products are restocked.
ACCOUNT
Do I need to create an account to place an order?
No. You can place an order as a guest without creating a CHASE account.
For a faster checkout, you can also use Apple Pay, Google Pay, or PayPal where available.
I forgot my password. What should I do?
You can request a password reset from the account page.
If you do not receive the password reset email, please contact us at customercare@chaselabel.com using the email address associated with your account, and our team will assist you.
payment
Which payment methods do you accept?
We currently accept:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- PayPal
- Tamara
- Cash on Delivery — UAE only
I returned an item but haven’t received my refund. What should I do?
Once we receive your return, it can take up to 14 days to process.
After the return has been processed, please allow up to 5 working days for the refund to reach your account.
If you have not received your refund after this period, please contact us at customercare@chaselabel.com with your order number.
orders
Can I change my order after placing it?
Unfortunately, orders cannot be modified once payment has been completed, as we begin processing them immediately.
If you would like to purchase an additional item, please place a new order.
If you no longer want an item, you can request a return after receiving your order, subject to our return policy.
I haven’t received my order confirmation. What should I do?
First, check your spam or junk folder, as the confirmation email may have been filtered there.
If you still cannot find it, contact us at customercare@chaselabel.com using the email address you used to place the order. Include your order details if available, and our team will check the status of your order.
My item arrived damaged. What should I do?
We are sorry to hear that your item arrived damaged. Please contact us at customercare@chaselabel.com as soon as possible and include clear photos showing the damage.
We will arrange the return at no cost to you and assist you with the next steps. If you would like a replacement, please mention this in your email and we will do our best to assist you.
