Terms & Conditions

These are the terms and conditions on which we supply our products to you.

Please read these terms carefully before placing an order with us. These terms tell you what you need to know about buying with us. By placing an order on our website, you agree to these Terms and Conditions, as well as our Shipping Policy and Exchange Policy.
We may revise these Terms and Conditions from time to time by posting updated terms on our website. The version displayed on www.mesrara.com at the time you place your order will govern your purchase. It is recommended to review these terms periodically, especially before making a purchase, to ensure you are aware of any updates or changes.

1. Who We Are and How to Contact Us

1.1 Who we are

We are Mesrara L.L.C – FZ, a company legally registered in the United Arab Emirates, License Number: 2542679.01.
Our main office is at Meydan Grandstand, Meydan Road, 6th Floor, Nad Al Sheba, Dubai – United Arab Emirates.
Mesrara is a Dubai-based luxury fashion brand focused on delivering high-quality, trend-driven women’s clothing and accessories. Our mission is to offer a premium shopping experience, combining exclusivity with seamless international and local delivery services.

1.2 How to contact us

You can reach us at:
Phone: +971 54 404 1428
Email: contact@mesrara.com
Website: www.mesrara.com

Our customer service team is available during UAE business hours and aims to respond to inquiries within 24–48 hours. We encourage customers to reach out for any questions regarding products, orders, exchanges, or shipping guidance.

1.3 How we may contact you

If we need to contact you regarding your order, we will use the email or phone number you provided during checkout. Please ensure your contact information is accurate. Notifications may include order confirmations, shipping updates, and important policy changes. For smooth communication, we recommend adding our email to your safe sender list.

2. Placing an Order

2.1 How you place an order

Orders are placed via our website at www.mesrara.com. To complete your order, you must:

Add products to your basket
Enter your shipping and billing information
Select your payment method (Stripe for all orders; Cash on Delivery available for UAE only)
Confirm your order

Please carefully review your order before confirming, including products, sizes, quantities, and delivery address. Any errors in selection may affect the availability or delivery time of your items.

2.2 Acceptance of your order

Your order constitutes an offer to purchase from Mesrara. We will confirm receipt of your order by email. The contract is formed when we confirm dispatch of your order via email. This confirmation will include your order number. Please quote this number when contacting us about your order. We reserve the right to reject or cancel any order for reasons including stock unavailability, pricing errors, or suspicious activity. In such cases, full refunds will be issued promptly.

2.3 Age and payment restrictions

You must be at least 18 years old to place an order. You must also be authorized to use the payment method you provide. Orders from minors must involve parental or guardian consent. Customers are responsible for ensuring payment details are valid and accurate. Misuse of payment methods or fraudulent transactions may result in order cancellation and reporting to relevant authorities.

3. Our Rights to Cancel or Suspend an Order

3.1 Unable to fulfil your order

We may cancel your order if:

The product is out of stock
We cannot verify your payment information
Delivery is requested to a country we do not ship to
There is a pricing or description error

In such cases, we will notify you by email and refund any amounts paid. We strive to provide real-time stock information, but availability is not guaranteed until dispatch.

3.2 Suspicious activity or misuse

We supply products for personal use only. Orders suspected of resale or commercial exploitation may be cancelled. If you believe this is an error, contact us immediately. This policy helps maintain fairness, availability, and quality for all customers while protecting against unauthorized distribution or mass purchases.

3.3 Temporary suspension

We may temporarily suspend supply of products to:

Resolve technical issues
Comply with law or regulatory requirements
Update product information

During such periods, order processing may be delayed, and we will notify customers where possible. Temporary suspension will not affect pre-existing rights under the contract.

4. Our Products

4.1 What we provide

Mesrara offers luxury women’s fashion, including clothing and accessories. We carefully select materials and maintain high production standards to deliver premium products.

4.2 Product descriptions

Images on our website are for illustrative purposes. We strive for accuracy but cannot guarantee exact colour display across devices. Product dimensions, colour, and design may slightly vary due to lighting, photography, or manufacturing processes.

4.3 Gift cards

Gift cards are digital and are valid for a custom period.
Cannot be purchased with another gift card
Redeemable only on the regional store where purchased

Gift cards are non-transferable and cannot be exchanged for cash. They are ideal for gifting friends or family while allowing flexibility in product selection.

5. Delivery

5.1 Delivery destinations

National (UAE): Quiqup Delivery LLC
International: DHL Express

We reserve the right to refuse shipment to certain destinations due to legal or logistical constraints. Customers are advised to check local import laws and restrictions prior to ordering.

5.2 Delivery fees

Shipping fees are calculated at checkout based on destination, package weight, size, and selected service. All fees are shown before payment. Delivery fees are non-refundable, except where mandated by law.

5.3 Customs and duties

For international orders, all customs-related charges (duties, taxes, VAT, clearance fees) are the customer’s responsibility. Failure to pay may result in return to sender, package abandonment, or destruction.
We recommend that international customers check with their local customs office to anticipate charges and ensure smooth delivery. DHL provides guidance and tracking for customs clearance.

5.4 Delivery timelines

UAE: 1–3 business days
International: 5–15 business days

Delays may occur due to customs, carrier handling, or force majeure. Estimated delivery times are indicative and cannot be guaranteed. We advise customers to allow flexibility for high-demand periods.

5.5 Delivery attempts

If you are unavailable, the carrier will leave instructions to rearrange delivery or collection. Multiple failed delivery attempts may result in additional charges or return to sender.

6. Your Rights to End the Contract

6.1 Ending your contract

You have the right to end your contract with Mesrara at any time, in accordance with applicable UAE consumer protection laws. Your rights depend on the nature of the product purchased, whether it is faulty, or how it has been described on our website. We are committed to providing a clear and transparent process for customers who wish to end a contract. Any legal rights to terminate a contract remain unaffected by goodwill or company-specific policies described here.

6.2 Faulty or misdescribed products

If the product is faulty or materially different from its description on the website, you may have a legal right to:

End the contract immediately
Request a replacement product
Request a refund

We ensure all products undergo quality control checks before dispatch. If a product is found to be defective upon receipt, our customer service team will guide you through the exchange or replacement process.

6.3 Ending for other reasons

You may also end the contract if:

You do not agree with a notified upcoming change to the product or terms
There is an error in the pricing or description
Delivery is delayed due to events outside our control for a significant period
We have suspended supply for technical reasons beyond four weeks
Any other legal reason allows you to end the contract

In all cases, we will refund the price paid for undelivered products. Refunds will be processed promptly and using the same payment method used for purchase, unless otherwise agreed.

6.4 Changed mind policy

Although UAE law does not require a “change of mind” return period for non-defective products, Mesrara offers an extended 30-day exchange or return window from the date of delivery. Customers are responsible for return shipping costs.
Certain products are excluded from this policy for hygiene or safety reasons, such as:

Swimwear and underwear
Sealed hygiene products (e.g., socks, masks) if unsealed
Custom-made or personalized items
Damaged, worn, or altered products

We encourage customers to carefully review product descriptions, sizing guides, and care instructions before purchase to reduce the need for exchanges.

7. Returns and Refunds

7.1 Informing us

To end a contract or request an exchange, contact our customer service team via:

Phone: +971 54 404 1428
Email: contact@mesrara.com

Provide your order number, product details, and reason for the return or exchange. Clear communication ensures faster resolution.

7.2 Returning products

If you are returning a product, follow the instructions provided in our Exchange Policy and Shipping Policy. Products must be securely packaged to avoid damage in transit. For UAE returns via Quiqup Delivery, collection can be arranged at your address. International returns may need to be sent via DHL or a registered courier with tracking to ensure proof of shipment.

7.3 Refund processing

Refunds will be processed to the original payment method within 14–21 business days of receiving the returned product, depending on bank processing times. Delivery fees are non-refundable unless required by law. If a product was purchased using a discount code or promotion, any refund will reflect the discounted amount proportionally. Refunds will not exceed the amount paid by the customer.

8. Our Rights to End the Contract

8.1 Ending the contract

We may terminate the contract if:

You fail to provide necessary information for delivery (e.g., correct address) within a reasonable time
You do not accept delivery when arranged

Termination does not affect your legal rights in cases of defective products or other statutory protections.

8.2 Refunds

If we end the contract under these circumstances, we will refund any payments made for products not delivered. Refunds will be made promptly via the original payment method.

9. Price and Payment

9.1 Product pricing

All product prices include VAT where applicable. Prices displayed at checkout are accurate at the time of purchase, but errors may occasionally occur. In such cases, we reserve the right to cancel orders and refund any payments received.

9.2 VAT changes

If VAT rates change between order and delivery, the final payable amount will reflect the updated rate, unless the product was fully paid before the change.

9.3 Price adjustments

Prices may change due to promotions, updates, or supplier costs. Orders placed before a price change will be honoured at the price shown during purchase.

9.4 Pricing errors

If a pricing error is obvious and recognized as such, we may cancel the order and issue a full refund. This protects both the customer and the integrity of our pricing system.

9.5 Payment methods

Mesrara accepts:

Stripe (for all orders, national and international)
Cash on Delivery (COD) – UAE only

Payment will be captured upon dispatch. For COD orders, the courier will collect payment at delivery. Customers are responsible for having the correct payment amount available for COD.

10. Discount Codes

10.1 Code application

Discount codes may be offered via marketing emails or on our website. They apply to full-priced items unless otherwise stated and are not valid for sale or promotional items.

10.2 Limitations

One code per order
Cannot be used in conjunction with other promotions
Non-transferable and cannot be redeemed for cash
Excludes delivery fees

10.3 Code expiry

Codes have defined validity periods. Any refund for products purchased using a code will proportionally reflect the discount received.

10.4 Stock and availability

Orders are subject to stock availability. Mesrara reserves the right to decline orders in cases of suspected misuse, fraud, or invalid code application.

11. Our Responsibility for Loss or Damage

11.1 Foreseeable loss

Mesrara is liable for foreseeable loss or damage caused by our negligence. Foreseeable loss includes damages that were obvious or known at the time of contract formation.

11.2 Legal liability

We do not exclude liability where unlawful to do so, including:

Death or personal injury caused by our negligence
Fraudulent misrepresentation
Breach of legal rights in relation to products

11.3 Business use limitation

Our products are supplied for personal use. We are not liable for business, commercial, or resale losses, including lost profit, business interruption, or loss of business opportunity.

12. How We May Use Your Personal Information

Your personal information is used only as described in our Privacy Policy, including for order processing, delivery, customer service, and marketing purposes if consented.
We comply with UAE data protection regulations and take necessary measures to protect your data. Information is never shared with third parties except as needed for shipping (DHL, Quiqup) or legal obligations.

13. Other Important Terms

13.1 Contract transfer

Mesrara may transfer its rights and obligations under these Terms and Conditions to another organisation if necessary for operational, legal, or business reasons. Customers will be notified of any transfer. If you do not agree with the transfer, you may terminate the contract within seven days and receive a refund for any products not delivered.

13.2 Consent for rights transfer

You may only transfer your rights or obligations under these Terms to another person with our written consent. This ensures that all orders and exchanges remain secure and traceable, maintaining the integrity of our service.

13.3 Third-party rights

No third party has any rights under this contract. The agreement exists solely between you (the customer) and Mesrara L.L.C – FZ.

13.4 Changes to terms

We may revise these Terms and Conditions at any time to reflect changes in UAE law, e-commerce standards, logistics processes, or operational requirements. The most up-to-date version is always displayed on our website. Customers are encouraged to review the Terms before placing an order.

13.5 Severability

If any provision of these Terms is found to be illegal or unenforceable, the remaining provisions will continue in full force. Each paragraph is independent and enforceable separately.

13.6 Delayed enforcement

If we delay enforcing any part of this contract, it does not waive our right to enforce it later. This ensures that Mesrara can consistently uphold its policies, including payment, delivery, and exchange obligations.

13.7 Applicable law and dispute resolution

These Terms are governed by UAE law. Any disputes regarding products, services, or contractual obligations may be brought before UAE courts. We aim to resolve any issues amicably via customer support before legal action.

14. Governing Law and Jurisdiction

These Terms and Conditions, along with the Shipping Policy and Exchange Policy, are governed by the laws of the United Arab Emirates.

14.1 Compliance with UAE regulations

Mesrara strictly adheres to applicable UAE commercial, consumer protection, and e-commerce laws. Customers retain all rights granted under these laws, including rights relating to product quality, accuracy of descriptions, and contractual obligations.

14.2 International customers

For international orders, cross-border trade regulations and local consumer laws in the customer’s country may also apply. While Mesrara strives to ensure compliance, customers are responsible for understanding and adhering to their local laws, especially regarding import duties, customs, and taxes.

14.3 Dispute resolution

In the unlikely event of a dispute, we encourage customers to contact Mesrara directly for resolution. If the matter cannot be resolved amicably, legal proceedings may be initiated under UAE jurisdiction.

15. Contact Information

For any questions, complaints, or inquiries related to products, orders, shipping, or exchanges, please contact us via the following channels:

Mesrara L.L.C – FZ
Address: Meydan Grandstand, Meydan Road, 6th Floor, Nad Al Sheba, Dubai – United Arab Emirates

Phone: +971 54 404 1428
Email: contact@mesrara.com
Website: www.mesrara.com

15.1 Customer support hours

Our support team is available Sunday to Thursday, 9:00 AM – 6:00 PM UAE time. For urgent issues outside these hours, emails will be responded to on the next business day.

15.2 Preferred contact method

We recommend email for queries that require detailed responses or documentation, such as exchanges, shipping issues, or order clarifications. Phone support is best for urgent or time-sensitive questions.

15.3 Assistance with international orders

International customers are encouraged to include detailed contact information to facilitate customs clearance and ensure smooth delivery. Mesrara works with DHL Express and Quiqup Delivery to provide accurate guidance and tracking updates.