Return & Refund Policy
Our Return Policy
I. Returns are accepted only within 7 days from the delivery date.
II. We offer worldwide free returns for all our products.
III. For returns to be free of charge, the return request must be placed through us. If you coordinate directly with a courier for a return, FW is not responsible for the return fees. You can learn how to create a return here.
IV. You can raise a return request only once per order. Make sure to select all items you wish to return at that time. Once a return request is submitted, no additional items from the same order can be included.
V. Items purchased online cannot be returned or exchanged in-store, and vice versa; items bought in-store cannot be returned or exchanged online. Customers should contact the store for assistance in such cases.
VI. Items purchased online from other resellers cannot be returned or exchanged through us (e.g., items purchased from Namshi cannot be returned or exchanged through FW). Customers should contact the respective reseller company for assistance in such cases.
VII. When raising a return, you can choose to receive a refund as a voucher or have it returned to the original payment method.
VIII. For COD (Cash on Delivery) orders, refunds can only be issued as vouchers.
IX. Vouchers are not applicable for the US, Canada, and Europe, due to logistical challenges with customs clearance (we can only refund to the source).
X. Vouchers issued by us cannot be redeemed in other retail outlets that resell our products. They can only be redeemed through our FW website.
XI. Our designated courier company is our official return courier partners and handles all UAE and GCC Returns.
XII. The courier will arrange for the pickup of items from customers.
II. We offer worldwide free returns for all our products.
III. For returns to be free of charge, the return request must be placed through us. If you coordinate directly with a courier for a return, FW is not responsible for the return fees. You can learn how to create a return here.
IV. You can raise a return request only once per order. Make sure to select all items you wish to return at that time. Once a return request is submitted, no additional items from the same order can be included.
V. Items purchased online cannot be returned or exchanged in-store, and vice versa; items bought in-store cannot be returned or exchanged online. Customers should contact the store for assistance in such cases.
VI. Items purchased online from other resellers cannot be returned or exchanged through us (e.g., items purchased from Namshi cannot be returned or exchanged through FW). Customers should contact the respective reseller company for assistance in such cases.
VII. When raising a return, you can choose to receive a refund as a voucher or have it returned to the original payment method.
VIII. For COD (Cash on Delivery) orders, refunds can only be issued as vouchers.
IX. Vouchers are not applicable for the US, Canada, and Europe, due to logistical challenges with customs clearance (we can only refund to the source).
X. Vouchers issued by us cannot be redeemed in other retail outlets that resell our products. They can only be redeemed through our FW website.
XI. Our designated courier company is our official return courier partners and handles all UAE and GCC Returns.
XII. The courier will arrange for the pickup of items from customers.
Our Exchange Policy
Unfortunately, we don’t offer exchanges. You can return the products then place a new order. You can refer to the return procedure stated below.
Creation of Return request
NOTE: You can raise a return request only once per order. Make sure to select all items you wish to return at that time. Once a return request is submitted, no additional items from the same order can be included.
To create a return, you first need to login to your account.
1. Ensure you have the app installed and updated to the latest version.
2. Click on ‘LOG IN / REGISTER’.
3. Enter the email address you used to place the order, and then click on ‘GET OTP CODE’.
4. After you receive the OTP, you will be able to access your account. Click on ‘Create a return’.
5. All your orders will be displayed, and you will only be able to return orders that have not exceeded the 7-day return window. Click on ‘RETURN’.
6. After you click on ‘RETURN’, all items in your order will be listed. Simply select the item you wish to return, choose the reason for the return from the dropdown menu, and then click on ‘CONTINUE’.
7. Select your refund method, and then click on ‘CREATE RETURN’.
8. Now that your return request has been raised, please note the following:
8.1. For UAE returns: The courier will contact you within 48 hours to collect the item(s) from your address.
8.2. For international returns: The courier will contact you within 2-3 working days to collect the
item(s) from your address.
8.3. For US returns: [Courier] will send you an email with the shipment label within 2-3 working
days.
To create a return, you first need to login to your account.
1. Ensure you have the app installed and updated to the latest version.
2. Click on ‘LOG IN / REGISTER’.
3. Enter the email address you used to place the order, and then click on ‘GET OTP CODE’.
4. After you receive the OTP, you will be able to access your account. Click on ‘Create a return’.
5. All your orders will be displayed, and you will only be able to return orders that have not exceeded the 7-day return window. Click on ‘RETURN’.
6. After you click on ‘RETURN’, all items in your order will be listed. Simply select the item you wish to return, choose the reason for the return from the dropdown menu, and then click on ‘CONTINUE’.
7. Select your refund method, and then click on ‘CREATE RETURN’.
8. Now that your return request has been raised, please note the following:
8.1. For UAE returns: The courier will contact you within 48 hours to collect the item(s) from your address.
8.2. For international returns: The courier will contact you within 2-3 working days to collect the
item(s) from your address.
8.3. For US returns: [Courier] will send you an email with the shipment label within 2-3 working
days.
We kindly request you attach the shipping label to the package before dropping it off at the nearest
[Courier] station. You can locate the nearest [Courier] station here.
If you have any issues raising a return, please contact our customer support team through any of the
following channels:
| Channel | Details | Availability |
|---|---|---|
| support@freewillathleisure.ae | 10 AM to 5 PM (UAE time) | |
| https://wa.me/971565851789 | 10 AM to 5 PM (UAE time) | |
| @FreewillAthleisure | 10 AM to 5 PM (UAE time) | |
| Call | +971 565-851-789 | 10 AM to 5 PM (UAE time) |
Requesting a Exchange Return
Unfortunately, we don’t offer exchanges. You can return the products then place a new order. You can refer to the return procedure stated above.
Canceling a Return
If you would like to cancel your return, please contact our customer support team through any of the following channels:
| Channel | Details | Availability |
|---|---|---|
| support@freewillathleisure.ae | 10 AM to 5 PM (UAE time) | |
| https://wa.me/971565851789 | 10 AM to 5 PM (UAE time) | |
| @FreewillAthleisure | 10 AM to 5 PM (UAE time) | |
| Call | +971 565-851-789 | 10 AM to 5 PM (UAE time) |
Modifying a Return
Items can only be removed from an order; no items can be added.
Once an item is removed, we can issue a refund for that item, and you can place a new order for the item of your choice. Alternatively, we can fully cancel your order, issue a refund, and you can place a new order.
If you would like to modify your return request (e.g., refund method, items to be returned, address, contact number, etc.), please contact our customer support team through any of the following channels:
| Channel | Details | Availability |
|---|---|---|
| support@freewillathleisure.ae | 10 AM to 5 PM (UAE time) | |
| https://wa.me/971565851789 | 10 AM to 5 PM (UAE time) | |
| @FreewillAthleisure | 10 AM to 5 PM (UAE time) | |
| Call | +971 565-851-789 | 10 AM to 5 PM (UAE time) |
Pick-up is Delayed
If the collection of your return is delayed, please reach out to our customer support team through any of the following channels:
| Channel | Details | Availability |
|---|---|---|
| support@freewillathleisure.ae | 10 AM to 5 PM (UAE time) | |
| https://wa.me/971565851789 | 10 AM to 5 PM (UAE time) | |
| @FreewillAthleisure | 10 AM to 5 PM (UAE time) | |
| Call | +971 565-851-789 | 10 AM to 5 PM (UAE time) |
Refund Instead of a Voucher
Yes, you can get a refund instead of a voucher, provided that:
1. The order was not Cash on Delivery (COD).
2. You request the refund within 3 months of the voucher being issued.
If you need help, please contact our customer support team through any of the following channels:
| Channel | Details | Availability |
|---|---|---|
| support@freewillathleisure.ae | 10 AM to 5 PM (UAE time) | |
| https://wa.me/971565851789 | 10 AM to 5 PM (UAE time) | |
| @FreewillAthleisure | 10 AM to 5 PM (UAE time) | |
| Call | +971 565-851-789 | 10 AM to 5 PM (UAE time) |