DELIVERY & RETURNS

 

SHIPPING/DELIVERY

Via Rodeo (www.shopviarodeo.com) will NOT deal or provide any services or products to any of the OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of the UAE.
 
We have partnered with the follow companies for shipping/delivery:
  • Domestic (within UAE) - UPS & Empost
  • International (outside UAE) - UPS & DHL

Via Rodeo insures all your purchases from the time they are picked up to the time they are delivered to your address.  A signature is required for goods delivered at which point the responsibility of them passes to you.  In some circumstances, you may update your preference for DHL/UPS/Empost to deliver your package at an address without obtaining a signature and should that be what you set then you take full responsibility for any loss or damage which may occur to your package.  If you have detailed the receiver of the order as someone other than you, such is the case with gifts, then you accept that their signature or the signature of a person at the delivery address you have provided to us is evidence of our fulfillment of your order and we are no longer responsible after delivery to the address you have provided us with.

Our packing and shipping facility is open 5 days a week, Sunday through Thursday, from 8:30 am to 7 pm local Dubai time excluding national holidays.  Although they strive to get your order out within 3 working days, some carrier, logistic, clearance &/or weather delays may occur.  The delivery times appearing on the website are estimates and commence from the date of dispatch.  Via Rodeo is not responsible for any delays caused by destination customs clearing.

In a worst case scenario you should receive your order within 30 days from receiving your Order Confirmation from us.  Please get in touch with our customer service team via phone at +971 4 343 4040 or by email at [email protected] if your package is delayed beyond 15 business days and if you are unsatisfied with the information provided to you by DHL/UPS/Empost and we will be happy to assist you as best we can.  We could introduce an additional delivery method.

 

CANCELING YOUR ORDER

You can cancel your order for any reason after receiving your Order Acknowledgement and before receiving your Order Confirmation.  To do this please forward the Order Acknowledgement email you received from us to the customer service team at [email protected] and mention that you wish to cancel the order.  This will be done and you should see the funds back in your account within 14 business days.

 

RETURNING/REFUNDING YOUR ORDER

You can return items at your expense within 14 days of receiving them provided you email us a Return Request to [email protected] containing the following information and follow the procedure mentioned below:
  • Full name
  • Email used when placing order
  • Order number
  • Delivery address
  • Date received
  • Product reference number/s
  • Reason for return
  • Photo of the item/s you wish to return

Once approved we will email you return instructions along with a form containing a reference number which you will need to print out, sign and include inside your package to allow for easy identification and prompt processing once returned.  Unidentified returns will be sent back to the sender at their expense.  Please remove all labels from previous deliveries from the box you are using to send your items back to avoid delays.

All returns should be sent through trackable mail to this address:

         SVR Returns Dept
         UAE Trading Co LLC
         Villa 4, 34C Street
         Al Satwa, Dubai, UAE
         Tel +971 4 343 4040

Provided the above procedure has been followed, you will receive a full refund (excluding shipping, customs, clearing expenses) for the price of the item/s returned in store credit which will be redeemable against subsequent orders and will be valid for 365 days from the day issued.  If you made your purchase using the "Guest Checkout" rather than from your user account then we will set up a temporary account for you containing your store credit.  In order to access this temporary account you will need to click on "Register | Sign In" on the top right corner of the home page.  Next you will need to click on the "forgot your password?" link and enter in the same email address you used when placing your order.  A password reset email will be sent directly to your email address so you can gain access to your user account and can use your store credit.

All returns must be unused, unaltered and with all their original garments tags, dust covers and packaging intact.

Footwear should be tried on a carpeted surface so the soles don’t reflect them being worn.

Products which are not eligible for return or refund are as follows:

  • Undergarments
  • Swimwear with their hygiene sticker moved/removed
  • Beauty/Grooming products (perfumes, make up, nail polish, lotions, sprays, aerosol cans)
  • Books
  • Items bought on sale
  • Product/s not purchased from us
  • Items which are used, had their original tags removed &/or are not in their original packaging &/or missing their certificates of authenticity they were sent with &/or missing any additional items which were sent with the item (for example: extra shoe laces).

 

MANUFACTURING DEFECT

If you believe you have received an item with a manufacturing defect then please get in touch with us by phone (+971 4 343 4040) or email ([email protected]) and we will assist you in shipping the item back to us.  Returned items deemed to have a manufacturing defect will be either repaired or replaced and reshipped to you on a DDP basis (completely free of charge) and if neither repair nor replacement is possible then you will receive a full refund including all shipping expenses you paid to the same account you paid from within 14 business days (depending on the processing bank’s lead time) or you can choose to receive the amount in store credit (valid for 365 days) within 7 working days if you prefer that.

Please note that it is never a good idea to attempt to destroy an item to make it look as though it has a manufacturing defect as our product experts will easily identify this and your return request will be denied, the items you destroyed will be sent back to you and your account on the Site will be disabled so you will not be able to make future purchases.  Misusing an item &/or failing to follow care instructions (including washing instructions) does not constitute a manufacturing defect.