Refund policy
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
- Email info@alshahama.ae with your order number and reason for return
- Our team will review and respond within 1 business day
- If approved, you will receive return instructions and a confirmation
- Pack the item securely and hand it to our courier or drop it at our Sharjah store
- 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.