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Managing my account
Payment & promos
Your security
Policies & others
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Unknown charges
The unknown charge is a bank authorization
When you place an order, Derola contacts the issuing bank to confirm the validity of the payment method. Your bank reserves the funds until the transaction processes or the authorization expires. This reservation appears immediately in your statement, but it isn’t an actual charge
If you cancel your order, the authorization is removed from your account according to the policies of your bank. Contact your bank to clarify how long they hold authorizations for online orders.
I see a charge on my credit card that I don't recognize
If you see a purchase or credit card charge you don’t recognize, check with any family members, friends or coworkers who may have had access to your device or permission to use your card.
If you believe your Derola account has been compromised, sign in to change your password.
From your Account security, Edit the Password and change your Derola password.
If you still need help, you’ll be asked to provide as much information as possible to help us resolve your issue. For your security, please don’t include your full bank account information.
Report Something Suspicious on Derola
At Derola, the safety and security of our customers’ data and transactions are paramount. We’re dedicated to providing a secure online shopping experience and protecting your privacy and personal information. If you encounter any suspicious activity or concerns about your privacy or security on Derola, please report it to us immediately.
1. Identifying and Reporting Fake Derola Ads, Posts, or Accounts
Recognizing Derola Fakes
– Derola fakes may include unauthorized use of the Derola logo, misleading offers, or phishing attempts.
– Authentic Derola communications will never ask for your password or personal information via social media or other unofficial channels.
Reporting Procedure for Fake Derola Representations
– To report suspected fakes, contact us at https://derola-ae-1136144.ingress-earth.ewp.live/report-suspicious-activity/, providing details of the encounter.
– Include screenshots or links to the suspicious content, if possible.
Follow-Up Actions by Derola
– We review all reports thoroughly and take necessary actions, including legal measures, to protect our brand and customers.
2. Unauthorized Use of Derola's Content
Identifying Misuse of Derola’s Content
– Misuse includes unauthorized replication of product listings, use of Derola’s branded materials, or false association claims.
– Content that lacks official Derola verification or seems out of place with our brand standards is likely not authorized.
How to Report Misuse of Derola’s Content
– Report misuse via [specific reporting channel], detailing the nature of the infringement and providing any available evidence.
Derola’s Response to Intellectual Property Violations
– Derola takes intellectual property rights seriously and will pursue appropriate actions to cease misuse and safeguard our brand integrity.
3. Reporting Financial Fraud or Scams
Identifying Signs of Fraud or Scams
– Indicators include unsolicited requests for payment information, offers that seem too good to be true, or pressure to act quickly.
Reporting Financial Fraud or Scams
– Report financial fraud or scams to https://derola-ae-1136144.ingress-earth.ewp.live/report-suspicious-activity/, including details like transaction dates, amounts, and any communication received.
Derola’s Commitment to Investigating and Addressing Fraud
– Derola collaborates with legal and financial entities to investigate fraud cases and takes measures to prevent future incidents.
4. General Guidance on Reporting Suspicious Activities
When and How to Report
– Report any suspicious activities as soon as they are noticed via https://derola-ae-1136144.ingress-earth.ewp.live/report-suspicious-activity/.
Importance of Timely Reporting
– Prompt reporting helps us take swift action and potentially prevent others from being affected.
Derola’s Process for Handling Reports
– All reports are handled confidentially and investigated promptly, with customer updates provided as necessary.
5. Protecting Your Account and Personal Information
Tips for Account Security
– Use strong, unique passwords for your Derola account and change them regularly.
– Monitor your account for any unauthorized activity and update your security settings frequently.
Avoiding Phishing and Scams
– Be cautious of emails or messages that request personal information or direct you to unfamiliar websites.
– Derola will never ask for your password or sensitive information via email.
Contacting Derola for Security Concerns
– For any security concerns, contact Derola support directly through our official website or customer support.
How to return or exchange an item on Derola
Unfortunately, exchanges are not possible at the moment, but you can place a new order and initiate a return of the existing order. Almost all items are eligible for returns and refunds within 90 days from the purchase date. The few exceptions are for:
Items that can’t be returned:
– Clothing items that have been worn, washed, or damaged after delivery, or have had their tags or hygiene stickers removed.
– Grocery and food products.
– Health and personal care items.
– Some free gifts.
– Some customized products.
– Some underwear orders.
My tracking info says my package was delivered, but I haven't received it.
Don’t worry. If you haven’t received your package, there are a few things you can do:
1. Verify your shipping address. Go to the ‘Your orders’ page on Derola.ae or the Derola app to confirm your order’s shipping details.
2. See if someone else accepted the delivery.
Your family, neighbor, or friends may have accepted the delivery for you. If possible, check your surveillance cameras to see if anyone has taken your package.
3.Look around the delivery location for your package.
The courier may have left the package in front of your mailbox, home garage, front or back door, your window, or on the lawn. See if it’s in any of these places.
4. Look for a notice of attempted delivery.
– Order & shipping text messages
– Order & shipping messages on your Derola account
– Order & shipping emails
5. Wait 48 hours for the package to be delivered.
Packages may be mistakenly scanned as delivered up to 48 hours before arrival.
How do I ship my items back?
If your items are eligible for a return, you may follow the steps below to start your return process:
1. Sign into your account.
2. Find the relevant order under ‘Your orders’ and click ‘Return/Refund’.
3. Confirm that you have received the package, and select the item(s) you would like to return and the reason for the return. If applicable, you may also upload photos and/or comments to further explain.
4. Confirm the return information, and click ‘Next’.
5. If there is no need to return your item, then your final step is simply to select your refund method. You may choose to receive your refund as a Derola credit balance or credit to your original payment method. Make your selection and click ‘Submit’.
6. If you need to return your item(s), you will have the option to choose your return method. Select your return and refund methods. Then, click ‘Submit’.
7. If you choose pick-up service, please prepare the return items and pack them carefully, then wait for J&T express to pick-up the parcel. The first return for EVERY order is free!
If you would like to request return and refund of additional items before shipping out the return package, please follow the instructions on the return details page and choose to use the same return label. Then you can ship back the additional items together and avoid return shipping fees.
After you apply for your return, you will need to return your package within 14 days. You can reference the status of your refund or rebuy any items from your order on your order details page.
For more information about our return and refund policy, please refer to the link below:
https://derola-ae-1136144.ingress-earth.ewp.live/return-and-refund-policy/
What should I do if I am missing item(s) from my order?
There are two reasons why you may be missing items from your order.
1. Your order is overweight due to excess items.
For overweight orders, the order may split and ship out in multiple packages so that you get the other items in your order as quickly as possible. You can view details about your order in the ‘Your orders’ page of your Derola account. Click ‘track’ next to your order so that you can see if your items were split into multiple packages.
2. Items went missing during packing or transportation.
If you are missing an item from your order and it is not scheduled to be sent in another package, you may request a refund by the following steps:
– Click ‘You’ from the Derola app > ‘Customer support’ > ‘Contact us’, or click ‘Support’ on the top of Derola.ae, then click ‘Chat with Derola’
– Send ‘missing item’ and select the order you need help with
– Click ‘Select missing item(s)’
– Select the item(s) and the quantity that is missing
– Upload the details of the missing item(s) and click ‘Next’
– Select your refund method
– Click submit to request a refund for your missing item(s)
Once Derola issues your refund, please allow 5-14 business days (up to 30 days) for the refund to reflect in your original payment method, as processing times vary across financial institutions. If you opt for a Derola credit refund that can be used in the future purchase, it will be swiftly added to your Derola Credit Balance within 3 minutes.
Why can't I find my order in my account?
We’re sorry to know that you can’t find your order. You can choose the following ways to find your orders.
1. Provide Order ID to find order
2. Provide phone number to find order
3. Provide email address to find order
4. Provide payment information to find order
How do I track my refund?
You may track your refund progress through any of the following ways:
1. Please go to ‘Your orders’ in Derola app or on Derola.ae, find the corresponding order and click to view its details. Scroll to the refunded item and click ‘Details’. You can then check your refund status and refund method for each refunded item.
2. Please go to your account in Derola app or on Derola.ae, find the ‘Messages’ section and click your refund message notification to view the details.
3. If you enabled email notifications for your order, you can click on the links there to track your refund status as well.
Once Derola issues your refund, please allow 5-14 business days (up to 30 days) for the refund to reflect in your original payment method, as processing times vary across financial institutions. If you opt for a Derola credit refund, it will be swiftly added to your Derola Credit Balance within 3 minutes.
How do I change the notification settings?
1. Open the Derola app, go to ‘You’ > ‘Settings’ > ‘Notifications’, and select ‘Edit’ to set your preferences.
2. Go to Derola.ae and click on your username in the top-right corner. Click ‘Notifications’ on the left sidebar and click ‘Edit’ to set your preferences.
What if I received an item damaged or not as described?
When you shop on Derola, your orders are safe under the Derola Purchase Protection Program which offers refunds for items that do not arrive, arrive damaged, or are not as described. You may be asked to send the item back before your refund can be issued. Please note that this amount may not match the full price of the items since sales taxes, shipping, used coupons and credit are taken into account.
To report an item as damaged or not as described, please follow the steps below to request your refund:
1. Sign into your account.
2. Find the relevant order under ‘Your orders’ and click ‘Return/Refund’.
3. Confirm that you have received the package, and select the item(s) you would like to return and the reason for the return. If applicable, you may also upload photos and/or comments to further explain.
4. Confirm the return information, and click ‘Next’.
5. If there is no need to return your item, then your final step is simply to select your refund method. You may choose to receive your refund as a Derola credit balance or credit to your original payment method. Make your selection and click ‘Submit’.
6. If you need to return your item(s), you will have the option to choose your return and refund methods. If you choose to have the package picked up, please prepare the return items and pack them carefully, then wait for the courier to pick up the package. J&T express logistics will pick it up at your door.
You can reference the status of your refund or rebuy any items from your order on your order details page.
Please visit our Derola Purchase Protection page to learn more.
Is it safe to shop on Derola? How will my information be used?
Derola is a safe shopping website. We care about our customers’ privacy and data security.
We can assure you that all of our payment links have PCI certifications. We work with major payment providers like Visa, Mastercard, PayPal, Apple Pay, and Google Pay, which all have stringent consumer protection policies and state-of-the-art technology in place to protect our customers’ payment data.
We also describe in detail how we collect, use, and protect your personal information in our Privacy Policy, which can be found in Derola’s Privacy and Cookie Policy
Protecting Your Data and Transactions on Derola
1. Advanced Security Protocols: Derola employs advanced security measures to protect your personal and payment information. This includes the use of secure socket layer (SSL) technology to encrypt data during transmission.
2. PCI DSS Compliance: Our compliance with the Payment Card Industry Data Security Standard (PCI DSS) ensures that your card information is handled securely throughout every transaction.
3. Regular Security Audits: We conduct regular security audits and updates to stay ahead of potential threats, ensuring that your shopping experience is both safe and secure.
Tips for Safe Shopping on Derola
1. Create a Strong Password: Use a unique and strong password for your Derola account and update it regularly.
2. Monitor Your Account: Regularly check your account for any unauthorized activity and report any problems immediately.
Beware of Phishing Scams: Be cautious of emails or messages that ask for personal information or direct you to a website other than Derola. Always verify the authenticity of such information.
Our Commitment to Your Privacy
1. Transparent Data Usage: Our Privacy Policy details how we collect and use your information.
2. No Unnecessary Data Sharing: We do not share your personal information with third-party merchandise partners on Derola, ensuring your data remains confidential and secure.
3. Customer Consent and Control: You have control over your personal information. We seek your consent for any data processing and provide options to manage your privacy settings.
In Case of Concerns
1. Reporting Security Concerns: If you encounter any security concerns or suspicious activities, you can report them directly through our secure channels.
2. Customer Support Access: Our customer support team is always available to assist you with any queries or concerns about your safety and privacy.
Derola's Safe Shopping Guarantee
1. Refund and Return Policies: In the rare event of an issue with your order, our comprehensive refund and return policies are in place to ensure your satisfaction.
2. Verification of merchandise partners: We rigorously verify all merchandise partners on Derola to maintain a safe and trustworthy shopping website.
3. Secure Payment Processing: With secure payment processing, your transactions on Derola are always protected.
Ensuring a Safe Shopping Experience
Shopping on Derola is not just about finding great deals; it’s also about feeling secure and protected. We continuously evolve our security measures to ensure that you can shop with confidence, knowing your data and other information are safe with us.
Order issues
Buying on Derola
How to get help before I buy
Something on your mind? We are here to help!
For questions on specific items, you can message us from the Derola app or Derola.ae.
For other questions on our policies or other topics, we recommend that you browse our Support Center where we answer our customers’ most common questions. Happy shopping!
How to search for items on Derola
How to purchase an item on Derola?
Tips for buying safely on Derola
Here are some best practices to help ensure safe purchases on Derola.
Credit card safety
– Never give your full credit card number, tax identification number, or password in an email, Derola Message, or over the phone.
– Check your credit card statement regularly to track your spending and card activity.
– Keep track of your credit card: who is authorized to use it, and who has access to it.
Internet/computer safety
– Change your passwords on a regular basis. The more complex a password is, the better you’re protected.
– If you share your computer or device, sign out of any website accounts before letting others use it.
On Derola
– Learn how Derola’s return and refund policy can help you get a full refund on your item. Almost all items you bought on Derola are eligible for return and refund if you are not satisfied with them, with just a few exceptions: (1) Clothing items that have been worn, washed, damaged, or have had tags, packaging, or hygiene stickers removed, or are part of an incomplete set; (2) Items specifically labeled as non-returnable; (3) Customized items; (4) Some free gifts.
– Learn about Derola’s Purchase Protection Program, which offers you full refunds for any item(s) that do not arrive, arrive damaged, or are not as described.
– Keep your transactions on Derola. We can’t verify or assist with transactions made outside of Derola.
– If you receive a suspicious email claiming to be from Derola, please report it to our customer service.
Buying on Derola
How to remove an item from my cart
Why was my credit card declined during checkout?
Your credit card may be declined due to one of the following reasons:
Your card info might be incorrect. Please confirm your card number, expiration date, billing address, and security code to ensure that the transaction can be processed.
Card issuer bank declined your payment. Please call your bank for additional assistance.
If your financial details are confirmed and you think your card may be declined due to technical error, please try to checkout on another browser or try another payment method to complete your order.
How to check out as a guest on Derola
Found the perfect items on Derola, but not ready to commit to creating an account? Here’s how you can check out as a guest:
1. After adding items to your cart, click the cart icon from Derola.ae to checkout.
2. Proceed to checkout and select ‘Continue as a guest.’
3. Follow the onscreen instructions to fill out your payment and shipping details as usual to complete your order.
You’ll receive an email confirmation once your order has been successfully placed.
Find my order
Why can't I find my order in my account?
We’re sorry to know that you can’t find your order. You can choose the following ways to find your orders.
1. Provide Order ID to find order
2. Provide phone number to find order
3. Provide email address to find order
4. Provide payment information to find order
Where is my order ID?
Your order number always starts with ‘PO.’ You may find your order ID number in one of the following ways:
– From the derola mobile app, sign into your account. Click into your user avatar at the bottom of your screen. Select ‘Your orders’ from the menu and click the specific order you are having trouble with. Your order ID is shown at the top of the order details page.
– From derola,ae, sign into your account. Click into your user avatar in the top righthand corner. From the lefthand menu, under ‘Your orders’, click into ‘All orders.’ Your order ID can be found directly under each order entry.
– Reference your email confirmation to find your order ID in the email subject line.
Order changes
How can I make a change or modify items in my order?
If your order has already been packed, you will not be able to make any changes or modifications to your order. Please wait for your items to arrive and then submit a return and refund request for the items you don’t wish to keep.
If your order has not been preparing to ship, you can still cancel items in your order and you can also edit your item(s) if the requirements are fulfilled by following the steps below :
1. Sign into your account.
2. Select the avatar icon ‘You’ from the Derola app or click the avatar icon on Derola.ae
3. Choose ‘Your orders’ and find the relevant order in ‘All orders’.
4. Select the item(s) you want to replace.
5. Click ‘Submit to replace’ and ‘Confirm’.
Under certain conditions, the purchased item(s) can be replaced with the selected item(s) of the same price.
How to cancel my order?
If your order has not been packed yet, you can still cancel directly from Derola.ae or your Derola app.
Derola App
1. Sign into your account
2. Select the user avatar at the bottom of the screen and click ‘Your orders’ from the main menu
3. Find the relevant order under ‘All Orders’ and click “Cancel Items”
4. Follow the instructions on the screen and select the item you want to cancel, the reason for the cancellation, and choose your preferred refund method.
5. Your refund will be processed after submitting your cancellation request. And you will receive an email with the details of your refund.
Derola.ae
1. Sign into your account
2. Click the user avatar in the top right corner of the screen and click ‘Your orders’ from the lefthand menu
3. Find the relevant order under ‘All Orders’ and click “Cancel Items”
4. Follow the instructions on the screen and select the item you want to cancel, the reason for the cancellation, and choose your preferred refund method.
5. Your refund will be processed after submitting your cancellation request. And you will receive an email with the details of your refund.
If your order has been packed, please don’t worry, you can still choose to return the item for a refund after the package arrives. You can return the items for refund within 90 days after placing the order. (Note: Some special items can not be returned for refund, please check the order page)
How to get help with an order
If you have already placed an order, the best way for you to get help is through the Derola app or Derola.ae. From your accounts page, you will be able to do things like:
-View your orders
-Confirm your shipping address
-Track your latest order status
-Add/cancel items in your order
-Report wrong/missing/damaged items
-Request a return, refund, or exchange
-Review your items
-And a lot more!
If you need help with a specific request, we recommend that you explore our Support Center, which has the answers to our customers’ most common questions. We try to keep this as updated as possible so you’ll always have the answers you need available at your fingertips.
If you need some extra support, our Customer Service team is always happy to help. Please make sure that you have your order number, starting with ‘PO,’ ready so that they can best assist you.
How to get help with a purchased item
Reviews
How to leave a review ?
To leave a review:
1. Sign in to the Derolaapp or Derola.ae and press on your user avatar to go to your account page
2. Go to “Your orders”.
3. Find the relevant order and open the order details page
4. Press “Leave a review”
5. You will then be able to leave individual reviews and ratings and upload photos and/or videos for each item in your order.
6. When you’re done leaving your reviews, press the “Submit” button at the bottom of the page.
We greatly value your feedback. Thank you for taking the time to leave product reviews so that we can continuously serve you better.
Shipping & delivery
Shipping
Is free shipping available on Derola?
Free standard shipping is available. Please visit our shipping info page.
Why is my order taking longer to process than normal?
Orders are usually processed within 1-3 days. However, if your order is taking a longer time to process, it could be due to particular items in your order which have longer than normal processing times.
You can view the delivery time for each item in your order by going to their specific product pages. If you would like to receive the other items in your order ASAP, you may cancel the other longer-processing item(s) for a refund. Your remaining items can then be shipped out immediately.
What is late delivery compensation?
If your order is not delivered on or before the latest delivery date provided to you, as a gesture of courtesy, we offer you a credit within 48 hours of that date. The credit will be issued to your Derola credit balance in the currency used for the order and with the exchange rate from when your order was placed. You can check the compensation amount for late delivery in your order details.
To learn more about our late delivery compensation policy, please visit:
https://derola-ae-1136144.ingress-earth.ewp.live/late-delivery-compensation-policy.html
Why was my order divided into two or more packages?
Some items from your order may be shipped separately to help you receive them faster. While most items can be processed within 1-3 days, some items may have longer processing time.
Your order may also be divided into two or more packages if the total combined weight exceeds the weight limits of couriers.
If your order is divided into multiple packages, you will be able to see the delivery times and individual tracking numbers for each package in separate tabs on your order’s tracking page.
How do I update my shipping address?
If your order has not yet been packed, you can follow the steps below to update your shipping address:
1. Go to “Your orders” in Derola.ae or your Derola app,
2. Click on your order to view your order details,
3. Next to your address, click on “Edit” to change address,
4. If the change is successful, you will receive a prompt that says “your address has been updated” and the order details will show the latest address.
If your order has already been packed, Derola’s logistics partners unfortunately will not be able to update your shipping address. If your package has not yet been delivered, you may contact the carrier directly to see if it would be possible to update your shipping address.
Delivery
How to track my order?
You can track the latest shipping status of your order on the Derola app or Derola.ae. Simply visit “Your orders” and click the “Track” button next to your order to get a direct link to your shipping information. You will be able to see your shipping carrier, tracking number,delivery time, and latest shipping status on the page.
If a tracking number isn’t available yet, then your order may still be processed. Please allow 1-3 business days for warehouse processing. We will notify you when your tracking number is ready and your order has been shipped.
Why is there no tracking update?
If you haven’t received any tracking updates on your order since it shipped, it’s most likely because your order was sent from overseas warehouses. Tracking won’t update until your package arrives in Bahrain and is picked up by local logistics service providers to deliver to your doorstep. The local logistics service providers will scan your package (only during business days) to update your tracking info.
You can track your order by going to the “Your orders” page of Derola.ae or the Derola app. From there you will be able to find your order and click “Track” to view the latest tracking info.
What is the delivery time for an item? How long will it take to arrive?
Orders will be shipped as soon as possible. On the item page, you can find the delivery date, along with information about the percentage of orders delivered within that time frame, so you can plan accordingly.
Once you place your order, you will be able to see the delivery time in “Your orders” of the Derola app or Derola.ae.
The delivery time refers to the expected arrival of your order, taking into account the time needed for both processing and transit.
You can check the shipping time for your country at our Shipping Info page.
My tracking info says my package was delivered, but I haven't received it.
Don’t worry. If you haven’t received your package, there are a few things you can do:
1. Verify your shipping address. Go to the ‘Your orders’ page on Derola.ae or the Derola app to confirm your order’s shipping details.
2. See if someone else accepted the delivery.
Your family, neighbor, or friends may have accepted the delivery for you. If possible, check your surveillance cameras to see if anyone has taken your package.
3.Look around the delivery location for your package.
The courier may have left the package in front of your mailbox, home garage, front or back door, your window, or on the lawn. See if it’s in any of these places.
4. Look for a notice of attempted delivery.
– Order & shipping text messages
– Order & shipping messages on your Derola account
– Order & shipping emails
5. Wait 48 hours for the package to be delivered.
Packages may be mistakenly scanned as delivered up to 48 hours before arrival.
What should I do if I am missing item(s) from my order?
There are two reasons why you may be missing items from your order.
1. Your order is overweight due to excess items.
For overweight orders, the order may split and ship out in multiple packages so that you get the other items in your order as quickly as possible. You can view details about your order in the ‘Your orders’ page of your Derola account. Click ‘track’ next to your order so that you can see if your items were split into multiple packages.
2. Items went missing during packing or transportation.
If you are missing an item from your order and it is not scheduled to be sent in another package, you may request a refund by the following steps:
– Click ‘You’ from the Derola app > ‘Customer support’ > ‘Contact us’, or click ‘Support’ on the top of Derola.ae, then click ‘Chat with Derola’
– Send ‘missing item’ and select the order you need help with
– Click ‘Select missing item(s)’
– Select the item(s) and the quantity that is missing
– Upload the details of the missing item(s) and click ‘Next’
– Select your refund method
– Click submit to request a refund for your missing item(s)
Once Derola issues your refund, please allow 5-14 business days (up to 30 days) for the refund to reflect in your original payment method, as processing times vary across financial institutions. If you opt for a Derola credit refund that can be used in the future purchase, it will be swiftly added to your Derola Credit Balance within 3 minutes.
What should I do if I receive an item that I didn't order?
If you have received a wrong item in your order and there’s another one missing, please request a refund through your Derola account on Derola.ae or the Derola app.
1. Navigate to “Your Orders”
2. For the problematic order, click “Return/Refund”
3. Confirm that you received the package, then denote any missing or incorrect items
4. Review the return information, then proceed by clicking “Next Step”
5. Choose your preferred return and refund methods.
6. Click “Submit” to request a refund for your missing item.
Once Derola issues your refund, please allow 5-14 business days (up to 30 days) for the refund to reflect in your original payment method, as processing times vary across financial institutions. If you opt for a Derola credit refund, it will be swiftly added to your Derola Credit Balance within 3 minutes.
Derola helps to facilitate any questions you may have related to your order and to liaise with the seller. While Derola may assist in facilitating delivery to make it more convenient for you, this does not affect the seller’s responsibility for the delivery of the product.
Return & refund
Return
How to return or exchange an item on Derola
Unfortunately, exchanges are not possible at the moment, but you can place a new order and initiate a return of the existing order. Almost all items are eligible for returns and refunds within 90 days from the purchase date. The few exceptions are for:
Items that can’t be returned:
– Clothing items that have been worn, washed, or damaged after delivery, or have had their tags or hygiene stickers removed.
– Grocery and food products.
– Health and personal care items.
– Some free gifts.
– Some customized products.
– Some underwear orders.
What is the status of my return or exchange?
You can track your return status by going to your Derola account from the Derola app or Derola.ae. Go to ‘Your orders’ >’Returns’. From there, you will be able to track the status of your return, when we receive your package, and when your refund has been issued.
Can I exchange the size/color of items?
Unfortunately, exchanges are not possible at the moment, but you can place a new order and initiate a return. Almost all items are eligible for returns and refunds within 90 days from the purchase date. The few exceptions are for:
Items that can’t be returned:
– Clothing items that have been worn, washed, or damaged after delivery, or have had their tags or hygiene stickers removed.
– Grocery and food products.
– Health and personal care items.
– Some free gifts.
– Some customized products.
– Some underwear orders.
For more information about our return and refund policy, please refer to the link below:
https://derola-ae-1136144.ingress-earth.ewp.live/return-and-refund-policy/
What if I received an item damaged or not as described?
When you shop on Derola, your orders are safe under the Derola Purchase Protection Program which offers refunds for items that do not arrive, arrive damaged, or are not as described. You may be asked to send the item back before your refund can be issued. Please note that this amount may not match the full price of the items since sales taxes, shipping, used coupons and credit are taken into account.
To report an item as damaged or not as described, please follow the steps below to request your refund:
1. Sign into your account.
2. Find the relevant order under ‘Your orders’ and click ‘Return/Refund’.
3. Confirm that you have received the package, and select the item(s) you would like to return and the reason for the return. If applicable, you may also upload photos and/or comments to further explain.
4. Confirm the return information, and click ‘Next’.
5. If there is no need to return your item, then your final step is simply to select your refund method. You may choose to receive your refund as a Derola credit balance or credit to your original payment method. Make your selection and click ‘Submit’.
6. If you need to return your item(s), you will have the option to choose your return and refund methods. If you choose to have the package picked up, please prepare the return items and pack them carefully, then wait for the courier to pick up the package. Derola Trading will pick it up at your door.
You can reference the status of your refund or rebuy any items from your order on your order details page.
Please visit our Derola Purchase Protection page to learn more.
What if I received the wrong item?
Can I change return options?
How long do I have to return something?
How do I ship my items back?
If you received the wrong item in your order and are missing an item, please go to your Derola account on Derola.ae or Derola app to request a refund.
1. Go to ‘Your orders’
2. Click ‘Return/Refund’ for the relevant order
3. Confirm that you have received the package, and select the reason for your return as ‘Wrong item was sent’. You may also upload photos and/or comments to further explain.
4. Confirm the return information, and click ‘Next’.
5. If there is no need to return your item, then your final step is simply to select your refund method. You may choose to receive your refund as a Derola credit balance or credit to your original payment method. Make your selection and click ‘Submit’.
6. If you need to return your item(s), you will have the option to choose your return and refund methods. If you choose to have the package picked up, please prepare the return items and pack them carefully, then wait for the courier to pick up the package. Derola Trading will pick it up at your door.
After you apply for your return, you will need to return your package within 14 days. You can reference the status of your refund or rebuy any items from your order on your order details page.
What if no barcode available?
If you received the wrong item in your order and are missing an item, please go to your Derola account on Derola.ae or Derola app to request a refund.
1. Go to ‘Your orders’
2. Click ‘Return/Refund’ for the relevant order
3. Confirm that you have received the package, and select the reason for your return as ‘Wrong item was sent’. You may also upload photos and/or comments to further explain.
4. Confirm the return information, and click ‘Next’.
5. If there is no need to return your item, then your final step is simply to select your refund method. You may choose to receive your refund as a Derola credit balance or credit to your original payment method. Make your selection and click ‘Submit’.
6. If you need to return your item(s), you will have the option to choose your return and refund methods. If you choose to have the package picked up, please prepare the return items and pack them carefully, then wait for the courier to pick up the package. Derola Trading will pick it up at your door.
After you apply for your return, you will need to return your package within 14 days. You can reference the status of your refund or rebuy any items from your order on your order details page.
Refunds
How do I track my refund?
Unfortunately, exchanges are not possible at the moment, but you can place a new order and initiate a return of the existing order. Almost all items are eligible for returns and refunds within 90 days from the purchase date. The few exceptions are for:
Items that can’t be returned:
– Clothing items that have been worn, washed, or damaged after delivery, or have had their tags or hygiene stickers removed.
– Grocery and food products.
– Health and personal care items.
– Some free gifts.
– Some customized products.
– Some underwear orders.
When will I receive my refund? How long does it take?
We will notify you when your refund has been successfully processed. However, once we issue your refund, it will take additional time for the financial institution to make funds available in your account.
If you chose to be refunded to your original payment account:
It typically takes 5-14 business days for your financial institution to process the refund, but this also depends on the payment method used. You can contact your financial institution to check the progress of your refund.
If you chose to be refunded to your Derola credit balance:
The refund will be processed immediately and will appear within 3 minutes.
Will you let me know when I get my refund?
For items returned and eligible for a refund, the refund process will be promptly initiated upon receipt of the item(s) and completion of a quality inspection. Once Derola issues your refund, please allow 5-14 business days (up to 30 days) for the refund to reflect in your original payment method, as processing times vary across financial institutions. If you opt for a Derola credit refund, it will be swiftly added to your Derola Credit Balance within 3 minutes.
What if my refund amount is incorrect?
When items are refunded, the refund amount may not match the item’s price. This may be due to the following reasons:
1. There may be a sales tax on partial refunds.
2. You may have used coupons and credit.
3. If this is not the first time you have returned an order with this account, you will need to pay for return shipping. This will be deducted from the refund amount.
If you have any questions, please contact our customer service team.
How can I request a price adjustment?
Derola will provide the price difference, based on the price and currency type of the paid order, if the selling price of the same item (of the same size, color, etc., from the same seller) was reduced within 30 days of payment in the same country or region. Follow these steps to claim the price difference:
1. Go to ‘Your orders’
2. Select the eligible order.
3. Click ‘Price adjustment’ in the order details.
Click here for full policy details.
Product & stock
Stock
How do I know if an item is in stock?
You may see if an item is in stock by going to the product details page. From there, you can see which sizes/colors are available and, if inventory is running low, you may also see an alert that tells you exactly how many items are left.
For any specific questions about an item or its availability, please feel free to contact us.
How can I be notified of out-of-stock items?
You can subscribe to an item to be notified when it is back in stock from the Derola mobile app. From your app, just go to the item’s product details page. Select the out-of-stock size, if applicable, and click the “Notify me”button in the bottom right corner. If your item comes back in stock within 30 days, you will receive a notification.
Where is the clothing manufactured?
Derola works with a vast network of sellers.
Size & fit
Your sizing is too small/large and doesn't fit me
We are sorry that you are not happy with the fit of your item. Some pieces might fit differently depending on the styles, such as oversized sweatshirts and t-shirts which run bigger than the general guidelines.
If you are not satisfied with the clothing, you can return it for a refund. The refund amount is dependent on the condition of the returned item and reorder the item in a different size, if available. Almost all items are eligible for returns and refunds, with some exceptions:
Items that can’t be returned:
Clothing items that have been worn, washed, or damaged after delivery, or have had their tags or hygiene stickers removed.
Grocery and food products.
Health and personal care items.
Some free gifts.
Some customized products.
Some underwear orders.
For future orders, you may contact us if you have any questions about the sizing and measurements of the products.
At Derola, inclusion and diversity is one of our core values and we are constantly trying to enhance our offerings so that we continue to enable our customers to enjoy the good quality, flexibility, and choice in their product selection.
Where to find plus size products
If you’re using the Derola app, you can find plus size products under the “Women’s Curve + Plus” category in the lefthand menu of the “Categories”tab.
If you’re on Derola.com, you can click “Categories” in the navigation menu at the top of the page, and select “Women’s Curve + Plus” from the dropdown list.
Item doesn't have my size
We are sorry that you are not able to find the item that you want in your size. At Derola, inclusion and diversity is one of our core values and we are constantly trying to enhance our offerings so that we continue to enable our customers to enjoy the good quality, flexibility, and choice in their product selection.
If you have any specific questions about an item’s size or measurements, please feel free to contact us.
Managing my account
Account preference
How do I change the notification settings?
We are sorry that you are not happy with the fit of your item. Some pieces might fit differently depending on the styles, such as oversized sweatshirts and t-shirts which run bigger than the general guidelines.
If you are not satisfied with the clothing, you can return it for a refund. The refund amount is dependent on the condition of the returned item and reorder the item in a different size, if available. Almost all items are eligible for returns and refunds, with some exceptions:
Items that can’t be returned:
Clothing items that have been worn, washed, or damaged after delivery, or have had their tags or hygiene stickers removed.
Grocery and food products.
Health and personal care items.
Some free gifts.
Some customized products.
Some underwear orders.
For future orders, you may contact us if you have any questions about the sizing and measurements of the products.
At Derola, inclusion and diversity is one of our core values and we are constantly trying to enhance our offerings so that we continue to enable our customers to enjoy the good quality, flexibility, and choice in their product selection.