Got a question? Then we've got the answer.
Frequently Asked Questions
Whether you're wondering when your new favourite outfit will arrive, how our sizing works or whether you can return something that just wasn't the one - you've come to the right place.
And don't worry... we're not going to tell Dad.
Orders
How do I place an order?
Easy. Find something you love, choose your size, add it to your bag and head to checkout. Once your payment has gone through, we'll send you your order confirmation with your order number and all your shipping details.
Will I receive an order confirmation?
Yes! Once your order has been successfully placed, we'll send you an email confirmation with all your order details. Can't see it? Check your junk or spam folder first. Still nothing? Get in touch and we'll help you out.
Can I change or cancel my order?
We move quickly, so if you need to make a change or cancel your order, contact us as soon as possible. Once your order has been processed or dispatched, we're unable to guarantee that changes can be made.
I entered the wrong delivery address. What should I do?
Contact us as soon as possible with your order number and the correct address. If your order hasn't been dispatched yet, we'll do our best to update it. Once it's on its way, we're unable to guarantee that the address can be changed.
Delivery
Do you deliver across the UAE?
Yes! We deliver across the UAE, including Dubai, Abu Dhabi, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah and Fujairah.
Do you offer same-day delivery?
Yes! We offer same-day delivery within Dubai only.
Same-day delivery is AED 30.
All other UAE emirates are next day delivery
Next day delivery is AED 20
What time do I need to order for same-day delivery?
For same-day delivery, orders must be placed before 11:00am UAE time.
Same-day delivery is subject to availability and delivery location.
What time do I need to order for next-day delivery?
For next-day delivery, orders must be placed before 4.00pm UAE time
Next-day delivery is subject to availability and delivery location
What happens if I order after the same-day cut-off?
No stress. Your order will be sent using our next-day delivery service, subject to your delivery location Monday - Saturday. If the order is placed after 11am on a Saturday you will receive your order the following Monday.
What happens if I order after the next-day cut-off?
Again, no stress. Your order will be sent using our next-day delivery service, subject to your delivery location Monday - Saturday. If the order is placed after 4pm on a Saturday you will receive your order the following Monday.
Will I receive tracking information?
Yes. Once your order has been dispatched, you'll receive tracking information so you can keep an eye on where your parcel is. Our delivery partner will also keep you updated with delivery information via WhatsApp.
Can I choose a specific delivery time?
We can't guarantee a specific delivery time. Our courier will provide delivery updates where available.
What happens if I miss my delivery?
Your courier will usually contact you regarding delivery. If you're having trouble receiving your order, get in touch with us and we'll do our best to help.
International Delivery
Do you ship internationally?
Absolutely! We ship worldwide.
Which countries do you ship to?
We ship to a number of destinations around the world. Available delivery options and shipping costs will be displayed at checkout based on your delivery destination so please check these details before placing an order.
How much is international shipping?
International shipping costs vary depending on your delivery destination and the shipping service available. Your shipping cost will be calculated and displayed at checkout before you complete your order.
How long does international delivery take?
International delivery times vary depending on your destination.
Your estimated delivery time frame will be displayed at checkout where available however we aim to deliver within 4-7 working days.
Please note that delivery times can occasionally be affected by customs, local postal services or other circumstances outside our control.
Will I have to pay customs or import duties?
Depending on the country you're ordering from, your parcel may be subject to customs duties, import taxes or other local charges.
Any applicable customs duties, taxes or import charges are the responsibility of the customer unless otherwise stated at checkout.
What happens if my parcel is held by customs?
Customs processing is outside of our control and can occasionally cause delays.
If customs requires additional information or payment, the local customs authority or courier may contact you directly.
Do you ship to PO boxes
No unfortunately we do not ship to PO Boxes.
Sizing & Product
How do I know which size to order?
You'll find our size guide on each product page.
We recommend checking your measurements against our size guide before ordering, especially if you're between sizes.
Are your clothes true to size?
Fit can vary slightly from style to style, so check the individual product description and fit notes before ordering.
Still unsure? Get in touch and we'll help you choose.
What if i'm between sizes?
We recommend checking the fit notes and measurements on the individual product page.
If you're still stuck, drop us a message and we'll help you make the call.
Where can I find the fabric composition?
Fabric composition and product details can be found on each individual product page.
Will the colour look exactly like it does online?
We do our best to photograph our products as accurately as possible.
However, colours can appear slightly different depending on your screen, device and lighting.
Will sold-out items be restocked?
Some pieces may be restocked, while others are limited edition.
If an item is sold out, sign up for the restock notification on the product page and we'll let you know if it comes back.
Returns & Refunds
What is your returns policy?
Changed your mind? Not a problem at all.
We offer a 14-day return window from the date your order is delivered.
Items must be returned within 14 days and meet our return conditions.
Do you offer free returns?
Returns are free within UAE.
Returns from international locations are the responsibility of the customer and should be arranged and cost covered by you.
How do I return an item?
If based in the UAE you can initiate your return through our online returns process:
Follow the instructions provided and we'll take it from there.
For international returns please follow the link to the international returns portal and follow the details on there / contact us at hello@dtdthelabel.com and we will help guide you through the returns process.
Do you offer exchanges?
We currently do not offer exchanges.
If you'd like a different size or style, simply return your original item for a refund and place a new order for the item you want or we can add a credit note to your account.
How long do I have to return my order?
You have 14 days from the date your order was delivered to request and return your item, subject to our returns conditions.
What condition does my return need to be in?
To be eligible for a refund, items must be:
- Unworn
- Unwashed
- In their original condition
- With all original tags attached
- Free from makeup, perfume, deodorant, stains or other marks.
- In the original packaging where applicable.
Please do not return items that have been worn or washed.
Can I return sale items?
No unfortunately we do not offer returns on sale items. However if the sale item is faulty then we would be happy to offer a store credit note.
Can I return swimwear or other intimate items?
For hygiene reasons, no. Swimwear is not returnable unless the item is faulty, and then we would be happy to offer a store credit note. If its faulty then contact us with the issue and images of the fault and we'd be happy to help you with next steps.
Please check the product-specific return information before ordering.
How will I receive my refund?
Approved refunds will be issued to your original payment method.
How long will my refund take?
Once your return has been received and inspected, we'll process your refund.
We aim to process your refund within 7 days of receiving the returned item, however it can take up to 14 days for the funds to return to your card. Please allow additional processing time for your bank or payment provider to make the funds available to you.
What if my item is faulty?
We're sorry! Please contact us as soon as possible with your order number and photographs of the issue. Email hello@dtdthelabel.com
We'll investigate and arrange the appropriate solution.
What if i've recieved the wrong item?
Oops, that's definitely not what we had planned.
Contact us with your order number and a photograph of the item you've received and we'll get it sorted. Contact us at hello@dtdthelabel.com
Payments
What payment methods do you accept?
We accept the payment methods displayed at checkout, including major debit and credit cards and other available Shopify Payments options.
Do you accept Apple Pay?
Yes we accept Apple Pay.
Do you accept Tabby?
Not currently.
Is payment on your website secure?
Yes. Payments are processed securely through our payment provider.
We don't want your card details any more than Dad does.
Order Problems
My tracking says my parcel has been delivered but I can't find it. What should I do?
First, check around your property, with neighbours, reception or any safe-place location specified by the courier.
If you still can't find it, contact us with your order number and we'll investigate with the courier. Email hello@dtdthelabel.com
My delivery is delayed. What should I do?
Occasionally courier delays can happen.
Check your tracking information first, and if you think there is an issue with your delivery, contact us and we'll do our best to help.
My parcel arrived damaged. What should I do?
Please take photographs of the parcel and the damaged item and contact us as soon as possible with your order number.
Something is missing from my order. What should I do?
Contact us with your order number and details of what's missing and we'll look into it for you. Email hello@dtdthelabel.com
Customer Service
How can I contact Don't Tell Dad?
You can contact us at:
Email: hello@dtdthelabel.com
WhatsApp: +971553669524
Instagram: @dtdthelabel
How quickly will you reply?
Our customer service team aims to respond within 48 hours during our customer service hours.
Still have questions?
Didn't find what you're looking for? Don't panic. We're not going to tell Dad. Drop us a message and our team will get back to you as soon as possible. hello@dtdthelabel.com
Secure transactions
Transactions are handled with bank-grade security.
Simple checkout
Our secure checkout is quick and easy to use.
Get in touch
Have questions? Get in touch with us at any time.