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THE MARKETPLACE THAT TIES TOGETHER THE UAE'S FAVOURITE THINGS THIS CHRISTMAS

FAQs

ORDERING & PAYMENT

How do I enquire about a specific product?

If you have any questions about a particular item, the best place to begin is on the Product Page. Here, you’ll find all the product information as well as any delivery or returns information that is unique to that item. And of course, in the beautiful photos our brands have there to show you.

If that doesn’t have the information you’re looking for – no problem! Feel free to email us with your query and we will get back to you ASAP.

Do I need to create an account to order?

No – you are welcome to place an order with us without creating an account – simply choose the ‘Continue as Guest’ option at checkout.

However, creating an account allows you to view your order history, track the status of your order, securely store your addresses and details and create wishlists to save your favourite items.

We know you’ll be back for more as our brands are growing all the time, so it makes it much easier to come back and shop next time!

What payment methods do you accept?

We accept all major international credit cards online through the world's largest online payment provider PayPal to ensure complete safety for our customers.

We do not offer Cash on Delivery for 2 reasons:
1. Items can often be sent out from different brands and it can be confusing organising multiple payments, we want it to be hassle free
2. As soon as your order is placed we start making it for you.
So our preferred method is for easy, safe payment through the world's leader.

Our team can also process other payment types manually, including where you can deposit cash to an ATM, or internet banking if you prefer.
To pay using one of these methods, just email us to place your order.

 

SHIPPING & DELIVERY
How much does delivery cost?
Shipping costs are calculated automatically at the checkout page, based on the weight of your shipment, how many brands you have shopped from and your location. Shipping costs may differ between brands but as a guide, you can refer to the rates below.

The breakdown of the rates are as follows:

Shipping to the UAE:

Standard goods (0 – 6.90 kg): AED 25 per brand

Heavy goods (7 – 20 kg): AED 45 per brand

Shipping to Qatar, Oman, Kuwait and Bahrain: 50 AED per brand

Shipping to Saudi Arabia: 75 AED per brand

To find out the exact shipping costs of your order, simply add the desired products to your cart and checkout, then you can see the costs before you finalise your order.
Some brands offer lower shipping, and for some delicate jewellery there is no charge. So please do review this at checkout page so it's clear for you before you place your order so you understand.
Our brands all create your products 1 by 1 for you, so they always send out from their own address to your door. Therefore the charges are per brand.

In how many days will I receive my order?

We aim for you to have your order in your hand in just 4 days… or sooner!

Of course, some of our stunning hand made or personalised items require a few more days to be processed. Please check the Product Description of the item you would like to order for any specific shipping details as we will note there if it takes a little longer.

We love that our brands take time to make things, just for you, so do be patient and we will keep you updated and get it to you as soon as we can ♥

Which countries do you deliver to?

We currently offer delivery to all GCC Countries: United Arab Emirates, Qatar, Oman, Kuwait, Bahrain and Saudi Arabia.

Where is my order?

We will notify you via email once your products are out for delivery. If you’re too excited to wait 😊 please email our Customer Service team for an update.

Can I change my delivery address or other details after I have placed an order?

No problem! If you want to change your delivery address, phone number, or any other personal information, just drop us an email.

 

CANCELLATIONS, REFUNDS, AND RETURNS
Can I cancel my order?

If the brand has not started work on your order already, it may be possible for us to cancel your order. To find out if your order can be cancelled, get in touch with our Customer Service team as soon as possible so we can see what we can do.

What is your returns policy?

For most products, you may return the item within 14 business days from the date you received it in exchange for store credit to use across any Tied Up With String product.

In order to be eligible for a return:

The item must be unused, unwashed and unaltered of course; wrapped in its original packaging with all labels attached please.

Unfortunately, the following products are not returnable:

  • Any personalised or customised items that are made to your specific requirements/ requests (such as an engraved ring or a bespoke dress tailored to your measurements)
  • Perishable products (such as food or flowers)
  • Lingerie, beachwear, earrings or unsealed cosmetics
  • Creative pieces that are commissioned for you, such as art and ceramics

In order to avoid any disappointment, please check if an item is returnable or non-returnable before placing an order.

How do I return my order?

If you would like to return an item, please email our Customer Service team by email with your order reference number and the reason for the return.

Our team will process your return request

Upon receiving the returned product, we will credit your Tied Up with String account with your credit equivalent to the product value. If you do not have an account with us and opted to checkout as a guest, we will send you a voucher for value for your returned items.

Once your request has been processed, our team will send you an email with all the details about your return so it’s simple and straight forward.

Please note that the shipping cost for returning the item is to be borne by the Customer.

We can help you to arrange the shipping if you need our assistance, just ask.

I’ve received a damaged item, what should I do?

We’re very sorry if you have received a faulty item.

Our team works very hard to ensure that your package reaches you safe and sound. In the rare case that your product is damaged, please email us within 48 hours of receiving your order, along with images of the damaged item.

We will arrange a reverse pick-up of the product and assess the physical damage.

Once this is approved, we can despatch a replacement to be delivered to you ASAP.

In case a replacement is not available, we will initiate a full refund of your purchase.

Unfortunately, we can only consider complaints about damaged items up to 48 hours after delivery in order to prevent misuse of this policy.

I’m missing an item from my order, what do I do?

If you ordered more than one item, we may have sent your items in separate shipments; please check your emails to see if any of your items are still to be delivered.

Alternatively, you can also check the fulfilment status of the items in your order by logging into My Account and checking My Orders.

If an item is marked as delivered but you have not received it, please get in touch with our Customer Service by email with your order reference number and the missing item. We will resolve the issue for you as quickly as possible.