Frequently Asked Questions
Delivery across the UAE, returns, refunds and product care — the answers are below. If yours is not here, email help@juvisrasuae.com.
ORDERS & RETURNS
Changing an order, tracking it, and how returns and refunds work at JUVISRAS.
Can I change or cancel my order?
Yes, as long as the order has not been dispatched yet. Email help@juvisrasuae.com with your order number as soon as possible. Once an order has shipped it can no longer be changed — you can return it after delivery instead.
Can I track my order?
Yes. You receive a confirmation email when your order is placed, and a second email with your tracking number once it is dispatched. You can follow your parcel in real time with that number.
I entered the wrong delivery address. What should I do?
Email help@juvisrasuae.com straight away with your order number and the correct address. Make sure it includes the street name and number, apartment or unit number, and the Emirate — a complete address is what keeps delivery on schedule.
What is your return policy?
You can return an item within 14 days of receiving it, provided the product and its packaging are still in resellable condition. Items must be unused, unworn, in their original packaging with tags attached, and must reach us within 15 days of delivery. For cosmetics and personal care products returns are accepted only if the packaging is unopened, for hygiene reasons. Read the full Return & Refund Policy.
How do I return a product?
Email us with your order number, the item you want to return with quantity and reason, and a contact phone number. We review it and send you a return label or return instructions — returns are free of charge when the conditions above are met. Send the item back with your invoice within 7 days of receiving the instructions.
When will I receive my refund?
Once your return reaches us your refund is processed within 10 business days and you get an email confirming it. How quickly it appears on your statement then depends on your bank.
My order arrived damaged or faulty. What should I do?
Contact us within 7 days of receiving it, at help@juvisrasuae.com, and attach photos showing the issue. We will sort out a replacement or refund for you.
SHIPPING & DELIVERY
Where we deliver in the UAE, what it costs, and how long it takes.
Do you deliver across the UAE?
Yes. We deliver to every Emirate — Dubai, Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah, Fujairah and Umm Al Quwain — through trusted local and international courier partners.
How much does delivery cost?
Delivery is free on every order within the United Arab Emirates. There are no hidden charges added at checkout.
How long does delivery take?
Orders are dispatched within 7–14 business days of order confirmation, and you receive a tracking number by email as soon as your parcel leaves us. If a courier causes a delay we email you about it rather than leaving you guessing. Full details are in our Shipping Policy.
Are prices inclusive of VAT?
Yes. All prices shown on the site are inclusive of VAT unless stated otherwise, so the price you see is the price you pay.
Can I collect my order in person?
No. JUVISRAS is an online-only retailer, so every order is delivered to your address.
PRODUCTS & AUTHENTICITY
What we stock, how to be sure it is genuine, and how to look after it here.
Are your products authentic?
Yes. JUVISRAS only lists authentic products, and every order arrives in the brand’s own packaging. If you want to check a product yourself, our guide on how to spot authentic beauty products walks you through what to look for.
How should I store skincare and makeup in the UAE climate?
Heat and humidity are the two things that shorten a product’s life here. Keep formulas out of direct sunlight and away from a hot car or a steamy bathroom shelf. Our guide to building a skincare routine for the UAE climate goes through it in detail, and there is a separate guide on making lip products last in hot weather.
How do I care for cashmere and knitwear?
Cool hand wash, no wringing, dry flat and store folded rather than hung. Our cashmere care guide covers washing, pilling and storage in a humid climate.
What payment methods can I use?
Every payment option available to you is shown at checkout before you confirm the order. No product is dispatched until payment is confirmed.