FAQ
I have received a wrong item
If you receive the wrong item, please arrange for the return of the item through the Order Details page, selecting “incorrect items received” as the return reason. Please note, the item must be returned in the same condition it was received in within 7 days of receipt for a full refund including, where applicable, original Order delivery charges, cash handling fees, taxes and any duties.
I have a missing item in my order
For any missing items in your order, please visit the Contact Us section and send us an e-mail with your order number and the missing item’s name and number. Our team will look into your request and back to you in 2-3 business days.
I have received a damaged item
If you receive a damaged item, please arrange for the return of the item through the Order Details page, selecting “Parcel damaged on arrival” as the return reason. Please note that depending on stock, a replacement may not be available, and that defective items may also benefit from a manufacturer’s defects warranty.
How do I place an order as a gift?
You can add a gift note to any order through your cart on the My Bag page, by pressing on the Add Your Gift Note section. If you would like to add a note after you made your order, simply give us a call — please note, the request needs to be completed before your item is shipped.
How can I undo an order cancellation?
Cancellation requests are final. To receive the items, simply make a new order.
I placed an order as a gift and I want to make sure that price tags are removed and no invoice is included with the order.
For orders made in QATAR, invoices are not included with the order. For orders outside QATAR, the invoice is a mandatory part of the order due to customs and shipping, and cannot be removed.
How do I search for a specific item?
The search bar allows you to search by brand, keyword, Product ID or description.
How will I know if an item is out-of-stock?
Any item that is sold out will mention Out of Stock on the product page. In rare cases, a product in your cart may become out of stock as you’re in the check-out process and a notification will pop-up during the process. For out-of-stock items, keep them saved in your wish list in case they come back in stock.
Are gift cards available?
Currently, gift cards aren’t available. However, we are working to add this feature so stay tuned!
Where does THE UNIQUE ship to?
THE UNIQUE is exclusive to QATAR We currently do not ship to anywhere else in the world.
But in future maybe we will add other countries
How do I make a purchase?
Simply browse the site, click on the desired item then click on the Add to Bag button. The item will then be in your cart, which you can visit by clicking on the bag icon on the top-lift corner on desktop. Continue shopping and once you’re ready to place your order, revisit your cart and press on Secure Checkout. Follow the simple prompts to complete the checkout process.
How will I know if THE UNIQUE has received my order?
After placing your order, you will receive an e-mail to inform you that your order has been received. However, this does not mean that your order has been confirmed. If paying by payment card, your order will only be accepted once your card details payment have been approved, the delivery address has been verified and the items are located and shipped. From here, you will then receive a second e-mail from us confirming your order. In the event of a problem, however, you will quickly be informed and your payment will not be processed. Your items will then be dispatched.
Can I change or amend the items in my order once it has been placed?
Currently, this service is not available. To change or add an item, the order has to be cancelled or another order has to be made. However, we’re working on developing this option, so stay tuned.
Is there a cost for duties and tax?
No, we do not charge any duties or customs tax. Only delivery charge which is QAR 50 for inside Qatar.
Can I ship an order to multiple addresses?
No, we can currently only ship to one address per order.
An item I want is out of stock, when will it become available again?
Although items do come back in stock, product availability depends on the brand’s stock so we cannot identify when an item will be back on the website. To keep track, simply add the item to your wishlist and subscribe to our newsletters to stay updated. You can also check the New In section every Monday for all new additions. Items that are restocked will feature the Back in Stock tag.
Do the items come in THE UNIQUE packaging or brand packaging?
This depends on the item and the brand,
I have placed an order and the amount was deducted, but I did not receive an order confirmation.
We are sorry to hear that, please wait 10 minutes as it may be a delay from our system. If you still haven’t received your confirmation with your invoice, please contact our Customer Care team through the Contact Us page.
What does Pre-Order Mean?
Get early access to coveted collections ahead of the official launch. Pre-ordering ensures that you will secure the item before it sells out. Once your order is placed, we will deliver it to you as soon as it’s available.
When do I need to pay for my item?
All Pre-Order items must be paid for in full at the time of placing the order.
Which payment methods can I use for Pre-Order items?
You can pay for your Pre-Order item by debit card, credit card,
When can I expect to receive my order?
Your item will be shipped according to the expected release date,
How can I track the status of my Pre-Order item?
You can check the status of your Pre-Order item and track it’s shipment on the My Orders page.
How will I know when the item has been shipped?
You will be sent an email
What happens if I want to cancel my order before I have received it?
You can cancel your Pre-Order item at any time. Simply visit the My Orders section on the web site Please note that in the case of Pre-Order items the only mode of refund is to the card or account which paid in first time.
What happens if I want to return my order after I have received it?
You can cancel your Pre-Order item within 7 days of receiving it. Simply visit the My Orders section on the app. Please note that in the case of Pre-Order items the only mode of refund is credit account and will be transferred to your issuing bank for Debit/Credit card
How do I use my store credit?
To use your store credit balance you can follow these steps: log into your account, add your desited items to cart and visit your shopping bag. There, select the option to use your store credit balance then proceed to the checkout. Your amount will automatically be deducated from the total cost of your order. For more help, feel free to call our Customer Care team.
What payment methods does THE UNIQUE accept?
We currently accept payments through Visa, Mastercard, debit card
Why is my payment declined?
This may happen for a few reasons, like the CVV number not matching your card, the card number is wrong, or that your card has insufficient funds. In these cases, you will see an instant message on your order review screen. If the error presists, please contact your bank to see if there’s an issue with your card.
Why is the promo code not working?
Promotional codes are valid only in accordance with their terms, until the date stated, are not redeemable for cash and cannot be used in conjunction with any other offer, sale or promotion. Some codes are also only available for a single use.
Can I use more than one discount?
Unfortunately, you can only use one code at a time.
How do I select a payment currency?
The currency will default to the currency of the region you are shopping from, which you can change at the top left hand side of the homepage.
Can I ship an order to multiple addresses?
No, we can currently only ship to one address per order.
I missed the delivery, how do I get the order reshipped?
For GCC countries, please get in touch with the courier to rearrange your delivery by providing them with your tracking number.
How do I change my order delivery timing or date?
To change your delivery time, please get in touch with the Customer Care team and they will fulfil your request.
I didn’t receive the free gift with purchase.
If you have not received your free gift, it means the stock has finished. Please note that gifts are only available until stock lasts.
How do I cancel my order?
You can cancel your order when your order status is set as Ordered, before it’s shipped. To cancel, simply visit the Order Details page through My Account, and select the Cancel button. If the payment has already been deducted from your account, you will be refunded in 7-10 working days.
If you order has already been processed and shipped, please wait for delivery then schedule a return by selected the Return Items button on the Order Delivery page.
My order was delivered to the wrong address.
Please get in touch with our Customer Care team and have your Order ID and the correct address ready. We will look into your request and get back to you within 4 working days.
How do I track my order?
Tracking your order is very easy, simply visit My Account on desktop. You will see the status of your order as Ordered, Shipped or Delivered. You can also visit Track My Order, available on the app menu and the footer of the website.
I have not received my order.
Orders made within KSA, Oman, Bahrain, Qatar and Kuwait may take 2-10 days to be delivered. To check the status, please visit Track My Order or My Orders. If we were unable to reach you at the scheduled deliver time, our team will have 2 more attempts — if you miss all delivery attempts, the package will be returned to our warehouse and your order will be cancelled. You will then receive your refund within 7-10 business days.
How do I change my delivery address or scheduled delivery date?
Simply contact our Customer Care team to change your address or reschedule your delivery. However, if your order has been shipped or if you placed your you will not be able to change your address. Please note, any address changes need to be within the original country of delivery.
How much is the cost for shipping and returns?
50 QAR for orders.
How long does it take to deliver my order?
may take 2-10 days to be delivered
How can I return a product?
Returns are extremely easy and simply, just visit My Account via desktop, then click on your specific order and press on the Return button then add the return reason. Please make sure you have your Air Way Bill printed, if you don’t find it in your box, please contact our Customer Care team and we will send it to you within 48 hours.
Where do I find my return air waybill (AWB) number?
The return air waybill (AWB) will be inside your delivery box. If you lost the paper or have not received it, please request it from Customer Care team and we will send it to you within 48 hours.
How do I check I have been refunded the correct amount?
To check the refunded amount, please check your return request confirmation e-mail which will include the breakdown of your refund and the credit memo.
How do I amend the number of items in my return?
Editing a return request is not possible. However, you may simply do so at pick-up, by adding in all the items that you would like to return even if they have not been requested in your official return request. We will then process the refund once they have reached our warehouse and the quality check is performed.
I have exceeded the 7 days, can I still get a refund?
As per our policy, the eligible items can be returned up to 7 days only.
I'm unable to create a Return Request.
Before creating a return request, please make sure that your order status is marked as Complete. If the status has not been updated yet, please send us an inquiry with your order number and we will get back to you confirming that you can proceed with your return. If you have already placed a Return Request for an order, you will not be able to place a second one for the same order before the process is complete.
I want to cancel my Return Request.
Kindly contact our Customer Care team and they will cancel your request.
How can I exchange an item?
Unfortunately, exchanges are currently unavailable. Instead, please return your item within 7 days and make a new order.
When will I get my refund?
Once your Return Request is submitted and the order has been collected, the items return go through a quality check where our specialists evaluate the item within 2-3 days. You will then receive an e-mail confirming the approval or rejection of your request. If approved, you will receive your refund within 7-10 days. If rejected, the item will be sent back and you will not receive a refund. Please see below for the refund methods for each type of payment:
- Credit cards: refund will be credited by your bank within 10 working days.
- Store Credit: credit will be refunded within 24 hours.
I want to exchange a gift
For any gift returns, please contact our Customer Care team and they will be able to assist you. Please note that when a return is made, the account from which the order was made will receive an automated notification for the return.
How can I track my return?
You can monitor your return through My Account on desktop. The statuses indicate the following:
- Return Requested: our team will call you to schedule the pick-up within the next 3 days.
- Return Approved: your order is being evaluated under the quality check process.
- Returned: once the quality check process is finalised, you will receive an email confirming if your return was approved and how long it will take to receive the refund.
What is the return policy?
We offer a 7-day returns policy. Items must be unworn, unused, in the original packaging with the tags still attached and in a resellable condition. We do not currently offer exchanges however, we do offer full refunds on eligible returns. Please note that the following items cannot be returned: beauty, grooming, underwear, earrings, candles, face masks and vintage pieces.
How can I share my feedback about my experience?
We love to hear your thoughts and create an even more luxurious experience, you can share your feedback by using this form. You can also send us your feedback through the e-mail you will receive to evaluate your experience.
How much is the cost for shipping and returns?
QAR 50
I want to change my phone number.
On Desktop, visit My Account then click on My Address Book. Select the address with the number you’d like to update, click Edit then press on Save once the change has been made.
I want to change my address.
On Desktop, visit My Account then click on My Address Book. Select the address you’d like to update, click Edit then press on Save once the change has been made.
How do I check all my orders?
Simply visit through More My Account on your desktop.
How do I contact customer service?
You can contact our Customer Care team via phone on the details listed below or through e-mail at info@theunique.qa or WhatsApp at +97455383790. The Customer Care toll-free numbers per country are:
- from 9am – 5pm
How do I get to work with THE UNIQUE
Kindly send your C.V to our email and the position you need to our email info@theunique.qa Or you can contact us in WhatsApp +97455383790.
Do I need to set up an account to shop?
You do not need an account to shop at THE UNIQUE by checking out as a guest. However, having an account means exclusive member benefits including sales and VIP offers, new season previews and new additions updates, saving your wishlist items, saving your address and payment details for fast checkout, easy order tracking and updates and much more.
Is my personal information confidential?
We take data protection very seriously here. Information you provide to us via our Website is stored on secure servers. Any payment transactions carried out through our Website will be encrypted using Secure Socket Layer technology. Your card details and passwords are not available to any of our employees. However, please note that it is your responsibility to keep any Website passwords or log-in codes issued to or chosen by you confidential. We do share general, non-private information with carefully selected third parties, but we take care in doing so. For full details on how we handle data, please read our Privacy Policy.
What should I do if I am having trouble logging into my THE UNIQUE account?
If you are a registered user and forget your password, click on Forgot Password at log-in and you will receive an e-mail with instructions on how to reset it. For any other technical difficulties, please contact our Customer Care team.
