FAQs

Here to address your every need… Whatever it may be.

ACCOUNT

1. Is signing up mandatory?
Not at all. But we do encourage doing so. It will ensure we keep you up to date and informed on the latest ATTUALE brands, products and stories that inspire and inform. Other benefits of an account include:
- Seamless check out at purchase
- Order Tracking
- Previous purchase history
- View saved items in cart
- Book a showroom appointment

2. Forgotten password?
To re-set your password, simply follow the ‘Forgot Your Password?’ link on SIGN IN page and enter email address. You will then receive an email allowing you to reset the password. For further assistance do not hesitate to CONTACT US.

3. Is personal and banking information kept private?
Of course. All personal data and information are kept highly confidential on secure servers. ATTUALE does not share the details with anyone without consent or if legally permitted to. In addition, all payment information is secured by the payment gateway provider Checkout.com, which is both PCI and DSS certified. Card details and passwords cannot be accessed by any member of the employees. For further details please check our PRIVACY POLICY page.

4. How do I stop recieving email updates?
Should you wish to opt out of the newsletter experience, head to My Account in DETAILS. An option to unsubsribe will be made available.

If you wish to connect to the network again, simply go back and click the subscribe button.

ORDERS + DELIVERY

1. How to place an order online?
Simplicity is key ATTUALE’s online experience. Follow the easy steps for a successful order:
- Browse the Site: narrow your search based on categories, brands or edits
- Once chosen, select size of the item and click ‘Add to bag’
- When satisfied with the selected items, proceed to checkout.
- Sign in to your account if not done so already. Or, if you do not have an account, simply enter an email address to proceed.
- Enter your personal and payment information and select a delivery method.
- As soon as the order is complete you will receive an email confirmation with a summary of the order and order number.

2. Can I place an order over the phone?
You can now place orders with us via WhatsApp. Browse the Site, and then simply send us a message. If assistance is needed, a personal shopper can help walk you through the collections, and provide individual styling tips.

We can assist customers via WhatsApp to facilitate the order, however we cannot take card details and process the order.

Message us on +971507192755

3. Where do I receive my order number?
Once the order is complete you will immediately receive a confirmation email with your order number provided. You may also find both past and present order numbers under the My account section DETAILS when you log in from the Site. If you do not have an account simply contact us customercare@attuale.com with your name and order details. A Customer Service Representative will get back to you shortly.

4. How can I modify or change an existing order?
We can accommodate you should you wish to cancel, change sizing or edit your billing and shipping details as long as it is done before the order has been prepared for dispatch. Simply contact us on customercare@attuale.com with your name, order details, and amendments. Unfortunately, we are unable to add items to an existing order, but feel free to place a new order for any additional pieces.

5. How do I track an order?
For all credit card, Apple Pay and PayPal orders: Once the order has been confirmed you will receive an email with your order number. Once the order is dispatched, you will receive a shipment confirmation email with your DHL tracking number. Simply click the link to track the package. You will later receive a SMS by DHL confirming the delivery. In case of any delay, please contact DHL directly providing the tracking number.

For Cash on Delivery [COD] orders: Once the order has been confirmed you will receive an email with your order number. Once the order is dispatched, you will receive a SMS by Transcorp with tracking details and phone number for any delivery concerns.

Please note that deliveries during busy periods may be subject to slight delays however our delivery partner will keep you notified. See our comprehensive SHIPPING AND RETURNS for more information.

6. How much will delivery charges be?
Please read the SHIPPING AND RETURNS for more information on delivery and shipping charges.

7. Do you offer same-day delivery?
Next working day only.

See our comprehensive SHIPPING AND RETURNS Policy for further information.

8. How much are duty and tax costs?
All prices on the Site are inclusive of the duties and taxes [VAT] applicable within the United Arab Emirates only. For orders outside of the UAE, extra charges will apply subject to the duties imposed by each applicable countires jurisdiction. Such additional costs will be displayed before completing your purchase.

The products selected, delivery address, method of delivery, and additional services all disctate what delivery charges will apply [if any]. Please refer to our SHIPPING AND RETURNS for more information.

9. What destinations does ATTUALE ship to?
The ATTUALE network is wide: it ships worldwide.

10. Can a specific delivery time be chosen?
To do so, contact the delivery partner specifying the preferred delivery window.

11. Can someone else receive the package for me?
Certainly. If the order is paid for. A signature is required from the receiver even if the name is not the same of the customer. If the order is not paid [COD], amount will be collected and then signature is required.

12. Can I surprise a loved one and send them a gift?
Yes. There is a dedicated message box at checkout where you can write a personal note.

13. What if I missed a delivery?
Do not worry. The delivery partner DHL will get in touch soon and schedule another delivery date. DHL will reach out to you two additional times after the initial attempt before moving on to their next order. If you are unable to receive your order even after the initial attempt, please CONTACT US immediately and someone will get back to you soon with an update.

We reserve the right to levy an additional charge for re-delivery.

RETURNS + EXCHANGE

1. What’s the return policy?

If the purchase isn’t quite right, you can return it for a refund within 15 days of your delivery date using our free returns service.

To obtain a full refund you must contact ATTUALE and request support on the procedure. Items must be returned with their security tags intact and in the same condition as the point of sale. Items sold under special discounts or promotions are not eligible for returns. Customised items, fragrances, toiletries and beauty products [such as skincare, cosmetics, make-up and haircare] if unopened and sealed.

Once requested, pickup of the product[s] will be arranged from the deliver partner DHL. If all conditions are met, we will process a full [or partial] refund based on the assessment. In case of Cash on Delivery, a coupon code for said amount will be issued.

For further information, please read our SHIPPING AND RETURNS or CONTACT US.

2. I received a damaged/defective/incorrect order - what do I do?
We apologise. ATTUALE strives for the optimal quality and highest respect for our customers. Our brand and delivery partners take tested control measures to ensure that the products reach you in the best conditions. However, in the case that an order has arrived damaged, defective or incorrect, please CONTACT US immediately and we will help resolve the issue.

PAYMENTS + CURRENCIES

1. What different payment methods do you accept?
ATTUALE accepts Visa, MasterCard, Apple Pay, PayPal and Cash on Delivery only in UAE. When selecting PayPayl at checkout, you will be redirected to the PayPal site for you to log-in and pay. Please note that PayPal only accepts payments in $. Payment is only debited from your payment method at the time of purchase.

2. How can I choose the currency I pay in?
You can select the currency from the drop-down box on the bottom left side of the site.

3. Is it safe to use my credit card online?
Definitely. ATTUALE always has the customers best interest in mind and that includes offering secure forms of payments. All information is secured by our payment gateway provider Checkout.com which is PCI and DSS certified. Your card details and passwords cannot be accessed by any of the employees and you can put in a request to delete your card details from our system at any time.

4. How can I use my discount code?
All you have to do is enter the code in the promo code box after selecting the mode of payment at check-out. The final amount of your order will automatically adjust itself based on the provided discount.

OTHER USEFUL STUFF

1. Where can I find the size guide?
Click on ‘Size Guide’ on the item’s page to view the conversion chart. ATTUALE also provides fit information and model measurements for each style under the ‘Size + Fit’ tab.

2. Can I order a customised item?
We recommend you CONTACT US with your requests and we will let you know if we can accommodate you.

3. Is there a reward and loyalty program?
Sign up to the newsletters to stay up-to-date with ATTUALE’s rewards and loyalty programs coming your way.

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