سياسة الاسترجاع

We want you to be completely satisfied with your purchase. If something is not right, we will make it right — quickly and without unnecessary hassle. 

 RETURN WINDOW 3 days from date of delivery for eligible items
 EXCHANGE WINDOW 3 days from delivery for frames and non-prescription items
 REFUND METHOD Original payment method, processed within 5-7 business days
 CONTACT FIRST Eligible for Return or Exchange Email info@alshahama.ae before returning any item


Eligible For Return or Exchange

• Frames and sunglasses in original, unworn condition with all tags and packaging intact

• Contact lenses in sealed, unopened original packaging

• Accessories that are unused and undamaged

• Items received damaged or defective

• Items delivered incorrectly (wrong product or wrong specification)

Not Eligible for Return 

• Prescription glasses and lenses made to your personal prescription

• Contact lenses that have been opened or used

• Items showing signs of wear, scratches, or damage caused after delivery

• Items returned without original packaging or proof of purchase

• Customised or special-order products

 Prescription products are custom-made specifically for you. Once processed and dispatched, they cannot be returned unless there is a manufacturing defect or an error on our part.


Defective or Wrong Items

If you receive a defective product or the wrong item, contact us within 48 hours of delivery at info@alshahama.ae with your order number and photos. We will arrange a replacement or full refund at no additional cost.

How to Request a Return

  1. Email info@alshahama.ae with your order number and reason for return
  2. Our team will review and respond within 1 business day 
  3. If approved, you will receive return instructions and a confirmation
  4. Pack the item securely and hand it to our courier or drop it at our Sharjah store
  5. Refund or exchange is processed once we receive and inspect the item

Refund Timeline

Once your return is received and approved, refunds are processed within 5-7 business days to your original payment method. Credit card refunds may take additional time depending on your bank.