FAQs

Brexit

We will always make sure to offer you the best price available to your destination.

If you placed an order in Jan 2021, and your item is shipped from a partner in the United Kingdom, there may be some slight delays. Don’t worry — we’ll contact you if there are any changes to your order. We’re working closely with our community of brands partners, and delivery partners to get your order to you as soon as possible. Once your order is on its way, you’ll receive a confirmation email.

If you placed an order as a guest, contact our Customer Service team.

Yes, orders to and from the United Kingdom will need a return invoice. You should’ve received the updated document but, if you need to reprint it, just head to ‘Orders” in your account. If you placed an order as a guest, contact our Customer Service team— you’ll need to provide your order reference and email address.

You may experience some unexpected delays if your return is on its way to one of our European partners. You can follow the progress of your package with our delivery partner using the tracking number assigned to your returns label. As soon as it’s accepted by our brand partner, we will send an email to confirm your refund.

The good news is we offer One Shipping Fee– this means you can purchase multiple pieces from multiple locations for one fee.

We will notify you during the checkout process if import duties are included or whether you may have to pay additional charges to receive your item. You may need to pay duties and sales tax directly to our delivery partners to release your order from customs upon arrival. Coveti has no control over these charges and so can’t advise on their amount.

RETURNS & REFUNDS INFORMATION

Coveti offers returns for items eligible for return in accordance with this Return Policy.  Subject to certain conditions and exceptions explained below in this Return Policy, and unless otherwise expressly indicated on a Product’s detail page at the time of purchase, we are pleased to accept timely returns of certain new and unused Products, as follows:

  • Full Price:  Products purchased at full price are eligible for return for a refund within 14 days from the date that the Product was delivered to you.
  • Promotions & Markdowns:  Products that are purchased with a Promotion or Markdowns are eligible for return for a refund within 7 days from the date that the Product was delivered to you.
  • Final Sale:  Products purchased on final sale (as further described below) are not eligible for return or a refund.
  • Items must be returned undamaged, unworn, and unused, with all tags attached and the original packaging included.
  • Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping.
  • If you are trying on footwear, please make sure to take extra care not to mark the soles or damage the shoe box.

Your Products must be returned in the original packaging, including any boxes, hangers, garment bags, and other signature packaging materials, including Coveti and designer hanging tags. Other designer packaging such as belts, dust bags, authenticity cards, and leather tags should all be included where provided. If your order did not include the proper packaging, please email customercare@coveti.com

Any returned Products which are damaged, do not include the original packaging materials, or are soiled or altered may not be accepted and refunds or credits will not be issued for such returns.  Refunds or credits will not be processed until the items are returned and inspected by Coveti Partner Boutique.  Refunds are generally processed within 5-10 business days of when the returned item is received at our warehouse.

The costs of gift wrapping, shipping, and any import taxes and duties paid are non-refundable.

Coveti monitors the number and condition of Products returned and orders canceled by customers. Repeated returns or cancellations or violations of our terms and conditions will be flagged and may, at our discretion, lead to the closure of your Coveti account or future orders being refused.

Product Colors

We have made every effort possible to ensure the colors are displayed as accurately as possible. Coveti cannot guarantee your computer’s monitor will accurately display the true color. If you have any questions about the color of an item, please contact customercare@coveti.com prior to placing your order.

Final Sale— Due to the nature of the following items, we will not be able to accept returns unless the item is damaged or faulty when delivered to you:

  • Fine Jewellery
  • Customized items
  • Swimwear/Lingerie / Hosiery
  • Fur coats, gillets, and stoles
  • Special Order Items

If you return or send any Product that is not eligible for return or refund in accordance with these Terms and Conditions (including, but not limited to items considered Final Sale), any Product that is not listed on the return authorization from Coveti in respect of the respective shipment from you to us, and/or any product that you did not purchase from Coveti, we may, without notice to you, retain and dispose of such Product(s) and/or product(s) at our discretion, and refunds or credits will not be issued for such Product(s) and/or product(s).

If you would like to return or cancel an item that has been made to your specifications, please view our ‘Customised Products’ section for further information or contact Customer Care for assistance.

Returns Pick Up

We are delighted to offer a free returns pickup service to all customers for any orders that meet our Returns Policy.

If you return or send any Product that is not eligible for return or refund in accordance with our Terms and Conditions (including, but not limited to items considered Final Sale), any Product that is not listed on the return authorization from Coveti in respect of the respective shipment from you to us, and/or any product that you did not purchase from Coveti, we may, without notice to you, retain and dispose of such Product(s) and/or product(s) at our discretion, and refunds or credits will not be issued for such Product(s) and/or product(s).

To book your return label:

  1. Email customer care at customercare@coveti.com
  2. Specify the item(s) for return with order number
  3. Specify your pick-up address and a convenient collection time

We will send you a collection confirmation email with all the details you’ll need to complete the return. If you are returning items to multiple Coveti partners, please request a separate collection for each one under your email.

So what is next?

Prepare your package with the documents enclosed in your order

  • Place the item(s) with all the original packaging inside the courier will check the contents.
  • Attach the Return Label (shipping waybill) which will be provided to you over the email and a signed Return Note and hand the courier the spare copies of both documents.

While Coveti offers a free pickup service you will be responsible for the cost of returning your item, including the cost of return shipping. If the item is not received by us or our boutique partner, you will not be eligible for a refund or credit.

Once your return has been received and accepted by our boutique partner, your refund will be completed via the original payment method, the shipping costs to and from you. We’ll keep you updated every step of the way. You can follow the return of your package with our carrier using the tracking number on your Returns Label.

If you choose, we can issue your refund as Coveti credit; the amount will effortlessly apply at checkout the next time you shop with us.

All customs duties and sales taxes are non-refundable through Coveti. We suggest contacting your local customs bureau directly, as they may be able to assist you in recovering these funds. Please note that Coveti does not refund the cost of shipping.

Faulty items

It is our mission to make sure that every item arrives in perfect condition and we hope you’re always delighted with your purchase. If you receive an item in damaged condition, please advise Customer Care as soon as possible. We will arrange a return and process a full refund for the defective item.

Due to the nature of this order, manufacturing cost and lead times may vary as it is created only for you. Please advise that although customised items have a longer lead time, payment will be taken when you place your order.

ORDERS & SHIPPING INFORMATION

Coveti orders are delivered Sunday to Thursday between 9am and 6pm. For those who order during the weekends, please be advised that all weekend orders will be processed next working day. We use FedEx, DHL, UPS and EMS as our official Express delivery suppliers.

After placing an order, you will receive an email containing all the details of your order. We may also be in touch if we need further information to verify your payment. Once your order is approved, the relevant Coveti partner will aim to process and dispatch it within 2 business days and share the tracking number along with the tracking link.

Depending on your location, delivery will normally take 3-10 business days from dispatch. We’ll be sure to keep you updated with tracking information and estimated arrival date. Please be advised that customs duties are not included in your product price and you will be responsible to pay it directly to the logistic partners upon delivery

If you order from multiple Coveti partners, please keep in mind that your items will arrive separately. While we aim to always deliver within the specified times, we aren’t responsible for delays due to customs clearance or failed payment approval.

We are unable to estimate customs duties and taxes as they vary by country. Please note that when you place an order online, you are responsible for all taxes, duties, and customs charges. If your order is later on refused, you still remain responsible for the costs incurred for shipping the package.

We cannot adjust the value of your purchase. and we cannot change this value as we are required by law to declare the shipment value.

After placing an order, you will receive an email containing all the details of your order. We may also be in touch if we need further information to verify your payment. Once your order is approved, the relevant Coveti partner will aim to process and dispatch it within 2 business days and share the tracking number along with the tracking link.

Depending on your location, delivery will normally take 2-10 business days from dispatch. We’ll be sure to keep you updated with tracking information and an estimated arrival date.

If you order from multiple Coveti partners, please keep in mind that your items will arrive separately. While we aim to always deliver within the specified times, we aren’t responsible for delays due to customs clearance or failed payment approval.

Depending on where you live, you can also choose to cancel your order under the (Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013). If you wish to do so we will refund you the full price of the returned item given it meets our Returns Policy and the original delivery fee; however, you will be fully responsible for the cost and arrangement of returning the item(s) to the Coveti partner(s) you ordered from.

Due to the nature of customized orders, and the fact that they have been created especially for you, we will not be able to accept returns unless the customized item were faulty or damaged when delivered to you.

PAYMENT & PRICING INFORMATION

At Coveti, you are shopping from our luxury designer and partners from across the globe, curated for you by our expert team. Prices are determined by each Coveti designer or partner, therefore the price of the same item may vary depending on your location and the currency exchange for the location you order an item from.
Although we don’t have any control over price variation and currency exchange, we will always offer you the best price at the time of purchase. To view the most accurate prices, select your currency from the ‘currency dropdown menu’ menu at the top banner of our site.

The currency that you shop with is determined by your geolocation. If your local currency is unavailable, your order will be charged in AED for a competitive exchange rate.

If you pay by debit card or credit card, Coveti will take payment at the point your order is placed on our site.

We take privacy very seriously and we keep your personal data confidential and only give it out after your consent or if legally permitted to. For further details, please see the Coveti Privacy Policy.

Product availability & authenticity

100%. Our offering is expertly curated from the best next generation luxury fashion around the globe and we guarantee all items are authentic.

We don’t offer reservations and we aim to provide a fair opportunity for our customers most of our styles are limited edition and one of itmes.

HOW TO SHOP & PLACE AN ORDER INFORMATION

No. An email address is all you need to start your order process. We recommend that you register for a Coveti account so that you can start adding your personalized shopping experience and add your favourite items to your wishlist and easily place an order. 

Simply follow the Lost your password?’ link on our Sign In page and enter your email address. You’ll then receive an email to reset your password. 

Placing an order is easy. Here’s how:

  1. Select a category or designer from the navigation menu or search to explore a specific style.
  2. Select the size of your item and click ‘Add to bag’. Once you have finished adding your items, proceed to checkout.
  3. Sign in to your account if you have not done so already. If you do not have an account, simply enter your email address to proceed.
  4. Enter your address and payment information and select a delivery method to complete your order. Once your order is confirmed, it will be prepared and shipped to you. We’ll be keep you updated every step of the way.

Yes. Our friendly Customer Care and account managers are happy to assist you with placing your order over the WhatsApp or the phone.

You will find size details at the product description tap or by clicking on ‘Size Guide’ on the item’s page to view our conversion chart. 

As your order will be processed and prepared quickly for dispatch, please contact our Customer Care as soon as possible to cancel or make changes to an order. Unfortunately, we are unable to add items to an existing order but we welcome you to place a new order for any additional product.