At The Makers Guild Dubai we stand behind every item in the store. If something isn’t right, we want to make it right. This policy explains how returns, refunds, and exchanges work for orders placed on themakersguild.ae and in our store at Times Square Center, Dubai.
14-day return window
You can return most items within 14 days of receiving your order. To be eligible for a return, the item must be:
- In its original, unused condition.
- In its original packaging with any tags, labels, or seals intact.
- Accompanied by proof of purchase (order number or receipt).
Items that cannot be returned
For hygiene, safety, or the nature of handmade goods, the following are not eligible for return:
- Skincare, soaps, candles, cosmetics, and any consumable once opened or unsealed.
- Food, drinks, or edible items.
- Items marked as Final Sale or Clearance at the time of purchase.
- Custom, personalised, or made-to-order pieces.
- Pierced jewellery (earrings, etc.) for hygiene reasons.
- Gift cards.
Faulty or damaged items
If an item arrives damaged, faulty, or is not what you ordered, please contact us within 48 hours of delivery with photos. We will arrange a replacement, repair, or full refund — whichever you prefer — at no cost to you.
How to start a return
Email orders@themakersguild.ae with your order number and a short note on why you’re returning the item. We’ll confirm the return and give you instructions on how to send the item back or bring it to the store.
Return shipping
- Change of mind — you cover the cost of sending the item back to us.
- Damaged, faulty, or wrong item — we cover the return shipping.
- In-store returns — free, bring the item and your receipt to Times Square Center.
Refunds
Once we receive and inspect your return, we’ll email you to confirm it has been approved. Refunds are issued to the original payment method within 5–10 business days. The time it takes for the funds to appear depends on your bank or card provider.
Original shipping charges are non-refundable except where the item was faulty, damaged, or sent in error.
Exchanges
We’re happy to exchange items subject to stock availability. The fastest way is to return the original item for a refund and place a new order for the replacement.
Questions?
Email orders@themakersguild.ae or visit us at Times Square Center, Sheikh Zayed Road, Dubai. We’re open 7 days a week.