Question 1

What size should I order?

Accepted Answer

We totally understand that all of our beautiful customers are different shapes and sizes, and sometimes it is difficult to shop online because you can't try anything on! We have created a general sizing guide to help you decide which size would be best for you.
 
We also try to provide specific details about each product in the description, so don't forget to check there! If you still have questions about that dress you're lusting after, just drop us a line at info@cinderellas-closet.com and we will try to provide any information you need to make your decision!

Question 2

I’m unsure about a size or I have a fit question. How do I find this information?

Accepted Answer

We know the every one of our amazing customers has her own unique shape and size - that’s what makes you all beautiful! Please see our general sizing guide for general information on the fit of our mouth-watering new arrivals. If you still have questions about a specific item or measurement guidelines, get in touch with us at info@cinderellas-closet.com and we’ll help you out!

Question 3

Order by Phone?

Accepted Answer

Call us at +971 055 912 8044 to order by phone, 12:00pm-8:00pm GST. Have product names ready. No PayPal orders by phone.

Question 4

What payment options do you accept?

Accepted Answer

We accept American Express, Discover, MasterCard and Visa debit/credit card payments, PayPaL. We don't accept personal checks, money orders, direct bank transfers or multiple forms of payment.

Question 5

Will I be charged sales tax on my order?

Accepted Answer

Applicable sales tax will be collected by DHL at delivery, amount varies based on your shipping location.

Question 6

How do I apply a gift card code or a promo code at checkout?

Accepted Answer

At checkout, go to your order summary and enter your code in the text box that says "Gift Card or Discount Code".

Question 7

Can I use promo codes with the purchase of already discounted items or sale items?

Accepted Answer

Promo codes and offers cannot be combined with already discounted items or sale items.

Question 8

Can I use promo codes and/or discounts with gift card purchases?

Accepted Answer

Discounts and promo codes cannot be used for the purchase of a gift card.

Question 9

Charged Twice?

Accepted Answer

Scary, right? Don't worry, your card is charged once. If you see a pending charge, it's an authorization. Clears in 48-72 hours. Need it faster? Contact your bank. Click "Place Order" only once!

Question 10

I get an error message when I enter my shipping and billing addresses. What’s going on?

Accepted Answer

Error messages are so pesky, aren’t they? If you are receiving one, there may be a problem with your credit card information, billing or shipping address. The billing address has to match exactly what your bank has on file. Double check all of your information closely and look for any typos. Sometimes re-formatting the names and addresses in your billing information does the trick!

Question 11

My order won't go through. What should I do?

Accepted Answer

You’re so close to having your dream items headed to you, and then the order won’t submit! It’s the worst feeling. If you’re still receiving an error message after checking over your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. Whatever you do, only click the "Place Order" button once… we would hate for your card to be authorized more than once by mistake!

Question 12

I need to change something on my order. How can I do that?

Accepted Answer

Sometimes something happens and you need to change or cancel your order. We totally understand and are here to help, but you must contact us immediately! The fulfill-Cinderella's Closet are always trying to beat their records, which means they pack and ship orders fast! Once they initially process your order in the warehouse (usually within 2-4 hours) we will be unable to change or cancel your order.

Question 13

Where's My Order Confirmation?

Accepted Answer

Yippee! Order placed! Confirmation email sent to your inbox. Check spam if missing. Add info@cinderellas-closet.com to safe list.

Question 14

When will my order ship?

Accepted Answer

Please see our shipping information section for more details.

Question 15

When can I pick up my order?

Accepted Answer

Standard Orders
We need 1 business day to process and complete your order, but don't worry! You'll receive an email notification as soon as it's ready to go home with you!

Question 16

Monogrammed Orders

Accepted Answer

We need 5 business day to process and complete your order, but don't worry! You'll receive an email notification as soon as it's ready to go home with you!

Question 17

Can I add or remove items from my order if it is pickup in-store?

Accepted Answer

If you need to make any changes to your order, please contact us on +971 055 912 8044 as soon as possible. Making a change may delay when your order is ready for pickup, but it's our goal to make things right as soon as possible!

Question 18

Need Help or Changes? Call Us!

Accepted Answer

Call +971 502205188 ASAP for changes. We'll get your goodies to you fast!

Question 19

How long does it take to process my return?

Accepted Answer

Once the delivery man drops off your return at our warehouse, your return will be processed within 5-7 business days. A sparkling, ready-to-be-spent gift card will be issued via email to the address used to place the original order.

Question 20

Can I return or exchange items that were purchased on sale?

Accepted Answer

All sale items are final and cannot be returned. We know, it’s a bummer. But at least you got a great deal on that amazing item!
View our full Return Policy.

Question 21

Can I return or exchange monogrammed items?

Accepted Answer

Regretfully, we cannot remove monograms from products. Because initials are somewhat unique to individuals, we are unable to accept returns or exchanges for monogrammed items.

Question 22

I returned an item and have not received my gift card code yet! What do I do?

Accepted Answer

If you have not received an email with your gift card code 5-7 business days after we have received it here, please let us know! You can shoot us an email at info@cinderellas-closet.com or call us Sunday-Saturday 12:00PM-8:00PM GST. Keep in mind that sometimes the email may filter into your junk or spam folder! Make sure “Cinderella's Closet” is added to your address book to avoid this happening! Also, note that the email sent out by the Returns Department with your gift card code is sent to the email that was used when ordering.

Question 23

I’m in love with something that’s out of stock in my size! What can I do?

Accepted Answer

There is a certain devastation that goes along with finding out that the perfect pants you had your heart set on are sold out. However, hope is not lost! We may be able to get them back!
 
To sign up to be notified when/if an item is restocked click on the out of stock item, select your size, enter your email in the field and click "Notify Me"!

Question 24

Store Locations?

Accepted Answer

Yeah, girl… it’s your couch! We’re online-only, shop 24/7! Also, visit us in Dubai: 2 Al Wasl Rd, Jumeirah, Umm Suqeim 1, Dubai, UAE.

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