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Returns & Refunds

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Last Update: 6th December 2022


Our general Terms & Conditions are incorporated into this policy by this reference.

It is important to us that you're satisfied with your purchase. If you're unhappy with your order, you can return most* products for a full refund within 90 calendar days from the date of delivery for online orders and purchase for outlet orders.

For discounted products, on sale or clearance, and orders made using coupon codes or reward points, the return period is 15 calendar days from the date of delivery for online orders and purchase for outlet orders.

Any other charges associated with your order, including but not limited to shipping fees, bank charges and currency conversion fees, are not refundable. Reward points earned on the purchase of the returned products will be deducted and removed from your account.



Online orders: how does it work?

Step 1 - Get an RMA number:

To initiate a return request, please contact us by quoting your order number and the list of products* you wish to return.

Our Customer Service Manager will email you the Return Merchandise Authorization (RMA) number and further instructions within 1-2 business days.

All returns must be authorized before returning the products. Include the RMA number inside or write it on your return package. We will refuse and reject any returned products if they don't have an RMA number.

Step 2 - Wait for your return to be collected:

We will assign a courier to collect your return from you free of charge from the order's shipping address within the UAE†.

The courier will make a single attempt to collect your return from you. The request will automatically cancel if your return cannot be picked up despite our best efforts.

You may initiate a new return request and need to deliver the products yourself or via courier at your own expense. Alternatively, we can assign a courier to collect your return for a fee of AED 14, to be paid in advance via credit card, debit card or PayPal.

Products must be returned and received unopened, unused, unaltered, unwashed, unworn, and be in the original brand packaging with all original tags and labels intact. They must be packaged well to avoid any damage in transit.

Step 3 - Get your refund:

Your return will be inspected within 5 business days of receipt, and we will, at our sole discretion, decide if your products are eligible for a refund. We will notify you via email of the approval or rejection of your return.

If your return is approved, the refund will only be provided as Store Credit in your Yarns Dubai account within 1 business day.

Any store credit or gift vouchers used to make the order will also be refunded, and any reward points used will be returned to your account.

Any other charges associated with your order, including but not limited to shipping fees, bank charges and currency conversion fees, are not refundable. Reward points earned on the purchase of your returned products will be deducted and removed from your account.

If any products are not eligible for a refund, we will ship them back to you for a fee of AED 14, to be paid in advance via credit card, debit card or PayPal. Alternatively, we may offer you the option of paying a restocking fee of 25% to 60%, which will be deducted from the refund amount.



Outlet orders: how does it work?

Visit the outlet with the products you wish to return and speak to the outlet attendant, quoting your order number, who will assist you. 

Products must be returned and received unopened, unused, unaltered, unwashed, unworn, and be in the original brand packaging with all original tags and labels intact. 


Your return will be inspected, and if approved,  the refund will only be provided as Store Credit in your Yarns Dubai account. In case you do not have an account, you will need to create one and the attendant will be able to assist you with that process.

Any store credit used to make the order will also be refunded.

Any other charges associated with your order, including but not limited to shipping fees, bank charges and currency conversion fees, are not refundable. Reward points earned on the purchase of your returned products will be deducted and removed from your account.

If any products are not eligible for a refund, we may offer you the option of paying a restocking fee of 25% to 60%, which will be deducted from the refund amount.


What is your exchange policy?

As a condition of sale, products can only be returned and not exchanged for any reason.

The only possible exception for an exchange is if your products have a manufacturing defect or incorrect details/specifications have been provided.

We will decide if your products are eligible for an exchange or refund at our sole discretion.

You must contact us within 7 calendar days from the date of delivery for online orders and purchase for outlet orders. We regret we cannot accept any requests for exchange or refund after the indicated timeframe.


* Products that cannot be returned

  • Mystery and sample boxes
  • Products that were preordered
  • Custom-cut fabric, thread, string, rope and yarn
  • Kits
  • Patterns
  • Books
  • Gift vouchers
  • 24 carat gold skein deluxe box set
  • Yarn wound into a cake


† Free courier pickups are only available for addresses within the UAE. If you have a history of returns, we reserve the right to request that you cover the delivery cost for any future returns for a fee of AED 14, to be paid in advance via credit card, debit card or PayPal. For returns from other countries, you will need to deliver the products via courier at your own expense.