CANCELLATION, RETURN & EXCHANGE POLICY
We fully understand that sometimes you might change your mind regarding your purchase. If you changed your mind and want to cancel your order, follow the below-mentioned steps:
- Go to ‘My Account > My Orders’ and cancel your order.
- Please note that the order can only be canceled if the status is “Processing.” Any order with “Processed” status cannot be canceled.
- If your order is processed and not shipped, please contact our Customer Service Team at 800 5654 in the UAE or at 8001180009 in KSA to cancel your order.
- No cancellations will be entertained if the order has been shipped unless the customer has received the wrong shade or item.
To return your order, please follow the steps below:
- All return requests should be raised within 7 days of delivery.
- No items on sale or offer can be returned unless the customer has received the wrong shade/product or received the item late.
- We do not accept returns of makeup boxes unless you’ve received a damaged/wrong item.
- Please note that we do not accept returns if the product’s seal or package has been used or tampered with
- For Click & Collect, then you may easily visit any of our stores to return your item and have your paid amount refunded instantly in cash. Please note that items can only be returned at a store where Click & Collect service is enabled.
- For Credit Card purchases, you may return your purchased items from your profile being a registered user. If you have not created a profile on our website, please contact customer support to help you with the return. The refund usually takes 10-14 working days for all prepaid eligible orders following their return to our warehouse, passing our quality check.
- Please note that we do not accept returns for International Orders; custom charges need to be paid by the customer.
Process for returning orders:
- Registered user
In order to proceed to return request from your account in the section “My account” and “My orders”, by clicking on “Order Details” and “Return/ Exchange”, you can select the items, return reasons and specify if you require product to be collected from your address or you will return product in one of our stores. Then click on “Return items”, you will receive an email confirming your return details. Following this, you will receive a phone call from our courier company Aramex to schedule collection of your parcel. The return label will be provided by the courier company, so you do not need to write the return address.
- Guest user
For prepaid purchases, you may return your purchased items from your profile being a registered user. If you have not created a profile on our website, please contact customer support to help you with the return. Refund usually takes from 10-14 working days for all prepaid orders.
- Mikyajy will bear the costs of the courier for returning the products.
- Please reuse the same box/bubble pouch in which your items were delivered for returns to prevent any waste.
- Please submit your original invoice at the time of collection.
- We will not accept any returns if the original packaging has been tampered with or opened.
- All items that don’t comply with our return policy will be held at our facilities.
- The customer’s responsibility is to raise a return request and organize a collection by a courier company.
- Please note that Mikyajy has the right to refuse any return requests that don’t comply with our returns policies and terms & conditions.
Reimbursements are withheld until the products are received back into our warehouse. Therefore, we encourage you to process a return request within 7 days of delivery.
- Credit Card Orders
Once we’ve conducted a thorough quality check, we will issue a refund. Please note that the refund takes 10-14 business days to reflect into your statement.
- Mada Refund Policy:
Please be aware that refunds to Mada cards processed more than 14 days after the original purchase may be delayed up to an additional 4 weeks due to the refund processing policy enforced by Mada and your issuing bank.
Please raise a return request for online exchanges and place a new order for the correct shade.
For more assistance, please speak to our Customer Service Team.