Home of Art & Culture. UAE.

At Terribly Real, we make sure your order is delivered fast and without any hassle.

Standard Delivery (UAE)

• Cost: Free for all orders.
• Delivery Time:
  Next-day delivery for orders placed before 9 PM.
  Orders placed after 9 PM will be delivered the following day.
  

Express Delivery (UAE)

• Cost: AED 35 for all orders.
• Delivery Time:
  Same-day delivery for orders placed before 1 PM.
  Orders placed after 1 PM will be delivered Next-day.
  
  

Other GCC Countries Delivery

• Cost: AED 40–60 (depending on location)
• Delivery Time: 5–6 working days

Please note: Customs duties and taxes may apply on GCC orders. These charges are decided by local authorities and must be paid by the customer.

Order Tracking

After placing your order, you will receive a tracking link by email.
We will also send SMS or WhatsApp updates so you know exactly where your order is.

1. Return Window

1. Returns must be requested within 7 days of delivery
2. Requests submitted after 7 days will not be accepted, except for damaged or incorrect items (see Section 7)

2. Eligibility

To qualify for a return:

• Item must be unused and unworn
• Item must be in original packaging with all tags intact
• Item must be in the same condition as received

⚠️ Items that do not meet these conditions may be rejected after inspection

3. Important Conditions

• Only one return request per order is allowed
• All items must be included in the same request
• Items not included initially cannot be returned later

⚠️ Returns sent without submitting a request through your account will not be accepted

4. How to Request a Return

1. Log in to your account
2. Go to Orders
3. Select the relevant order
4. Choose item(s) to return
5. Select a return reason
6. Submit your request

You will receive confirmation with next steps once approved

5. Pickup Process

• Courier pickup is scheduled after approval
• Pickup typically occurs within 2–5 business days
• Keep items packed and ready for collection

6. Return Shipping & Fees

• Free return if remaining order value (after return) stays above 250 AED
• If it drops below 250 AED, a 20 AED fee will be deducted

Example:

• Order 300 AED → return 50 AED → remaining 250 AED → free
• Order 250 AED → return 100 AED → remaining 150 AED → 20 AED deducted
• Order 400 AED → return 400 AED → remaining 0 AED → 20 AED deducted

7. Damaged or Incorrect Items

If you receive a damaged or incorrect item:

1. Submit a request within 48 hours of delivery
2. Upload clear photos

• Return shipping will be free
• A replacement will be offered

8. Non-Returnable Items

• Gift cards
• Final sale / discounted items
• Items not included in the original request

9. Refunds

• Processed after item inspection
• Timeline: 10–15 business days
• Refunded to the original payment method

You will receive confirmation once processed

10. COD Refunds

• Refunded via bank transfer only
• Processed twice a month (15th & 30th)

⚠️ Bank details will be requested after approval

11. Inspection & Rejection

• All items are inspected upon return
• Used or damaged items may be rejected

If rejected:

• Item may be sent back, or
• Refund may be adjusted