Return Exchanges policy

Returns Exchanges //

At The People Of Sand, we are proud to offer a hassle free exchange policy. If you are not 100% satisfied with your purchase from The People Of Sand, please contact us at hello[at]thepeopleofsand.com within 3 days of receipt so we can organise an exchange.

Custom Orders & Sales

Custom orders & Sales cannot be returned. If you wish to cancel an order for a custom product, you may do so within two (2) business days of your original order date.

 

Exchanges (within UAE) - If you are in UAE, you can exchange your item free of re-delivery charge and this limited one time. A re-delivery charge will then apply for each time you decide to exchange your items above that. Just contact us at hello[at]thepeopleofsand.com within 3 days of receipt. We will organise it for you. Our courier will schedule a pickup from your doorstep at a time that suits you. Most of the returns/exchanges are picked within 2 working days.

Exchanges (outside UAE) - Customer will be responsible for returning the item. A re-delivery charge at our standard rate will apply to all customers outside UAE. Please check with customer service when requesting exchange.

Shipping and handling charges are non-refundable. Again, customers are responsible for return shipping costs from outside United Arab Emirates. 

Store Credits - We’re happy to exchange your item, or issue a store credit for qualifying returns. Let us know when the item has been picked up so we can top up your The People Of Sand credit with the amount you paid (minus re-delivery charge for clients outside the UAE).

Exchanges must be requested within 3 days of your receipt of the ordered merchandise.
All returns must be postmarked within 7 days of your receipt of the ordered merchandise.
Exchanges postmarked after 7 days of your receipt of the order will not be accepted.
All items must be returned with their original packaging and all tags attached.
Pack returns with adequate protective padding and materials and ensure the outer box is completely sealed.

For customers outside UAE, a re-delivery charge at our standard rate will apply. We will, of course, refund delivery charges if there has been an error on our part or if the item received is faulty. Customer will be responsible for returning the item. 

We will not accept returns for any items that have been worn or damaged.
Returns should be packed carefully as merchandise damaged from improper packaging will not be accepted.
All merchandise is thoroughly checked by our shipping team for defects prior to shipping.
Goods damaged due to buyers’ negligence will not be accepted.
Exchange items can only be dispatched after the returned goods have been received and accepted.

Duties and taxes are non-refundable. You will need to contact your local customs office for more information.
All sale items are final sale and cannot be exchanged.

Claims / Faulty Items

It is important to note that many of our products are handmade or made out of recycled materials and therefore will they appear uneven in shape and finish.
If you have a claim then please send us pictures on email and we will have a look at what the problem might be, but we reserve the right to reject complaints in accordance with the above mentioned. We offer refund through wire transfer or cheque only.

Faulty Pouffes - Due to the handmade and hand-dyed nature, each pouffe may vary slightly in colour. There may be small imperfections and irregularities in the finish products as a normal part of the handmade procedure. Note that we only exchange the item if it is consider faulty (stitches, ripped leather). 

Cancelled Orders

At The People Of Sand, the most important thing for us is that you feel comfortable buying the items you really want. If you want to cancel an order, the rule is that the sooner you inform us the better! Cancellations depend on whether your order has been shipped or not. Usually, this happens within one to fifteen business day. Email us at hello[at]thepeopleofsand.com and we will take care of everything!

However, if your order has been shipped or is made to order we would not be able to cancel it. At that point your next best option is to return the item for a credit note if you aren’t satisfied with it. Please note that in our efforts to deliver best customer service, we aim to ship your order as soon as possible.

Last modified: August 19th 2017.