Frequently Asked Questions (FAQ's)

You can track your shipment through your account under “My Orders”.

You can cancel your order from your account by clicking on Cancel button or contact us. Please note that the orders cannot be cancelled once processed and shipped.

Orders for the GCC may take 3 - 5 days to be delivered. To check the status, please visit Track My Order under My Orders in your account. If the package is unable to reach you at the scheduled deliver time, our team will have 2 more attempts for delivery but if you miss all delivery attempts, the package will be returned to our warehouse and your order will be cancelled. You will then receive your refund within 7-10 business days

After placing your order, you will receive your order confirmation through email after the payment is successfully processed. Please Note that all orders are subject to product availability, if the requested Item is not available, our customer care team will get in touch to discuss further steps. Please make sure to review that all the information submitted is correct so as not to incur any delays with the delivery of your package.

In case a problem occurs, our Customer Care team will contact you for missing information or approval; please note your order will not be processed until all details are confirmed.

For all Cash on Delivery orders, a courtesy call will be made ahead of delivery to confirm the address and telephone number are correct and that you are available on location. Your products will then be dispatched accordingly.

No. The drivers are not permitted to handover the ordered products before receiving the due amount in full. If you have any issue with your order and would like to exchange or refund, you can do one of the following:

1. Raise a return request from “My account” on the website and choose the action needed.
2. Contact our Customer service team via WhatsApp or email.
3. Visit our store to ask for an exchange or refund with the receipt, the product as you received it, and the original packaging of the items

Go to My Returns from My Account, then select the order and press the Return button. You can then submit a return request for the product you wish to return by adding a reason of return and a photograph of the product. Your return request will be processed and the customer care team will contact you within 48 hours, make sure to follow the instructions as per the email and to print your Air Way Bill (this will be provided by the customer care as soon as you submit the return request).

Yes, you can select the product you want to return in your account and submit your request.

You can only request a return within 30 days of receiving your order.

You can cancel your return request from your account by clicking on cancel or by contacting our Customer Care team

You can monitor your return through My Orders via your account. The statuses indicate the following:

• Processing: our team will call you to schedule the pick-up within the next 3 days.
• Approved: your order is being evaluated under the quality check process.
• Delivered: once the quality check process is finalized, you will receive an email confirming if your return was approved and will lead you to the refund process.

We offer a 30-day returns policy. Products must be unworn, unused, in the original packaging with the tags still attached and in a resalable condition in order to get a refund excluding fees if applicable. Please note that the following products for reason of hygiene cannot be exchanged or refunded: Candles, Swimwear, scarfs, cosmetics, toiletries and Fragrances.

For international returns:

We understand sometimes an item doesn’t fit, however, VAO concept store is not responsible for the returns, and the customer will be responsible for the costs of returning it to us.

Furthermore, the duties charged to VAO concept store at the time of receiving any return packages will be deducted from from the final amount refunded to the client.

We recommend that you please retain all documentation and packaging to return your order. All returned items must be shipped back in their original packaging with all related accessories (designer tags, dust bag(s), instruction booklets etc.) in order to be accepted. Returns will only be honoured if the Item are returned in sellable condition.

Merchandise must be returned within 30 days from the date of delivery.

Merchandise that has been worn, used, altered or damaged will not be accepted. VAO reserves the right to refuse return of any merchandise that does not meet the above return requirements.

Merchandise returned to VAO will be processed within 5-7 business days of receipt.

Purchases made using debit or credit cards (Visa, MasterCard or American Express) will be reimbursed on the same card as utilized at the time of payment.

Purchases made by cash will be reimbursed in the form of an e-Credit, which is only redeemable online.

You may also opt to receive a store credit when returning an order in the VAO store.

Please note the original customs and shipping charges incurred at the time of purchase are non-refundable.

Once the submission of your Return request from your account and after the collection of your order, the returned products goes through a quality check where our specialists evaluate the product within 2-3 days. You will then receive an e-mail confirming the approval or rejection of your request. If approved, you will receive your refund within 7-10 days. If rejected, the product will be sent back and you will not receive a refund. Please see below for the refund methods for each type of payment:

• Credit cards: refund credited by your bank within two weeks.
• Cash on Delivery: refund received as store credit within 24 hours.
• Store Credit: credit refunded within 24 hours.
• PayPal: refund received as soon as PayPal processes it.

For UAE, the shipping and return is free.

For GCC, the shipping is free and return for 250 AED to cover customs and duties.

For Rest of the World, the shipping is charged 100 AED and all return charges will be deducted from the amount to refund.

Cash on Delivery orders are refunded as store credit and can be use anywhere across the website or in store, however, we do not refund by cash.

Exchanges are available for online purchases. Please return your product within 30 days and a new order to be placed internally or you can return it in-store

Contact our Customer Care team to change your address or reschedule your delivery, any address changes need to be within the original country of delivery. Please note that if your order status is shipped or if you placed your order via PayPal, you will not be able to change your address.

This option is available on our website; you can select ship to multiple addresses while doing your checkout.

We are sorry you cannot amend the products once the order is placed. To change or add a product, you have to cancel the current order and reorder.

Please see the delivery timelines below for each country:

• UAE:
  • Dubai - 4-hours delivery in Dubai
  • Rest of the UAE : next day delivery across the UAE
• GCC: 3-5 working days.
• ROW: 2-7 working days

VAO can deliver orders to countries around the world. Please contact our Customer Care for further details.

Purchases may not be shipped to P.O. Boxes, APO/FPO addresses

Free Standard service is available on all orders placed online for shipment within the UAE. UAE orders may take approximately 1-2 business days for delivery (excluding Dubai).

Any order placed outside of our working hours (5:00 PM – 9:00 AM) and after the cut-off time of 5:00PM (UAE Time) or on any UAE public holiday will be processed the following UAE working day.

Please note that during sale and promotion periods delivery might take longer than the indicated timings due to high volume of orders.

Orders are delivered Monday to Saturday, excluding Sundays and public holidays. VAO concept store cannot be held responsible for unanticipated delivery delays beyond.

Deliveries may take up to a week for remote areas.

Standard Service is available for shipments to KSA, Bahrain, Kuwait, Oman, Qatar, and the rest of the world. Delivery charges are indicated during the checkout process in your local currency.

Please allow approximately 1-2 business days for order processing in addition to the time required for delivery.

Approximate delivery charges are summarized in the table below.

Please note that during sale and promotion periods, the delivery time might take longer than the indicated timings due to the high volume of orders.

Orders are delivered Monday to Saturday, excluding Sundays and holidays. VAO concept store cannot be held responsible for unanticipated delivery delays beyond.

If you receive the wrong product, please arrange for the return request of the product through the Order Details page, selecting "Wrong product delivered" as the return reason. Please note, the product must be returned in the same condition it was received within 30 days of receipt for a full refund including, where applicable, original delivery charges and any charges, taxes or duties.

Please visit the contact us section or send us an email for further help or instructions.

For any missing products in your order, please visit the Contact Us section and send us an e-mail with your order number and the missing product's details. Our team will look into your request and get back to you in 2-3 business days.

If you receive a damaged product, please arrange for the return of the product through your account, selecting "Damaged during shipping or Defective” as the return reason and “Damaged” as item condition as the return resolution. Please note that depending on stock, a replacement may not be available and that defective product may also benefit from a manufacturer's defects warranty.

We are committed towards the betterment of society and our collective home, earth. As part of our efforts to give back to our community and to protect our planet, we have been increasing our "responsible" actions through our product offering. Under the definition of Opera Trading Co. (the mother company of VAO), a "responsible" product is one that has any type of positive impact on the environment versus the regular methods of production. It can be one or a combination of the following:

• Uses organic materials (organic cotton, etc.)
• Uses recycled materials (recycled wool, cotton, cashmere, etc.)
• Is a product that is eco-friendly
• Uses sustainable production methods (green or sustainable production methods)
• Cruelty free (vegan products, no animal testing, etc.)

Any product that falls into the above categories will be labeled as "responsible" on VAO's site with a small icon.

To use your store credit balance you can follow these steps: log into your account, add your desired products to cart and check your shopping bag. There, select the option to use your store credit balance then proceed to the checkout. Your amount will automatically be deducted from the total of your order.

We current accept payments through Visa, MasterCard, American Express, PayPal, Mada, Cash on Delivery and store credit.

The currency will default to the currency of the region you are shopping from, which you can change at the top left hand side of the homepage.

This may happen for a few possible reasons, like the CVV number not matching your card, the card number entered incorrect, or that your card has insufficient funds. In these cases, you will see an instant message on your order review screen. If the error persists, please contact your bank to see if there is an issue with your card.

Promotional codes are valid only in accordance with their terms, until the date stated, are not redeemable for cash and cannot be used in conjunction with any other offer or discount; some codes are only available for a single use.

You can only use one discount per order.

Customer Care is available from 9am - 6pm from Saturday to Thursday. You can WhatsApp us at +971 54 441 0771

E-mail: [email protected]

For the store details contact at +971 4 349 4904

Store Address: VAO Concept Store, City Walk, Dubai, United Arab Emirates

All queries are responded within 2 hours via email or call as per the working hours.

Visit My Account then click on My Address Book. Select “change billing address” and add the number you would like to update, then save the changes.

Visit My Account then click on My Address Book. Select “change” and update your address. You can have multiple address entries in the address book.

By visiting My Account, go on My Orders and you will be able to check all your purchases.

You can unsubscribe from the list by clicking in the footer of the newsletter you received from us on unsubscribe from the list. You can subscribe again anytime by registering your email.

You do not need an account to shop at VAO Concept Store by checking out as a guest. However, by setting up an account you get to receive exclusive offers, new season previews, special invitations, creating a wish list, fast checkout, saving multiple address, and more.

If you are a registered user and forget your password, click on Forgot Password at login and you will receive an e-mail with a link to set a new password. For any other technical difficulties, please contact our Customer Care team.

For orders made in the UAE, invoices are not included with the order. For orders outside the UAE, the invoice is a mandatory part of the order due to customs and shipping.

We do not offer Gift Cards for the moment, we are working to add this feature.

For any gift returns, please contact our Customer Care team and they will be able to assist you. Please note that when a return is made, the account from which the order was made will receive an automated notification for the return.

Yes, you can have your order gifted wrapped and can add a personalized message to the gift.

You can now buy your favorite products and either pay later or pay via installments completely interest-free.

Tabby accepts all credit and debit cards  

The process is simple. The following steps summarizes how you can buy now and pay later.

1. Sign-in to your VAO Concept Store account
2. Add items to your cart, then select Tabby at checkout
3. Confirm your mobile number and email, then select *Continue*
4. If it's your first time applying for Tabby, please create an account. They'll ask you to take a picture of the backside of your Emirates ID. (If you already have an account, you can skip this step.)
5. Get an approval for your purchase
6. Enter the 4-digit PIN that is sent to your phone

It is only available for online purchases; you can select Tabby payment option on the checkout page after you complete your shipping information.

Purchase the product and Tabby will notify you in 14-days to pay for your product.

Select the Tabby installment payment method on the checkout page and choose whether you'd like to pay in 4 installments over 2-months or 3 installments over 3-months

If you make your payments on time, Tabby will not charge you any fees.

For missed payments, you will be charged late fees.

Tabby may charge you late fees for missed payments.

You can log-in to your Tabby account on https://tabby.ai/ to check your limit as well as your outstanding payments.

Please click here for our return policy. 

Unfortunately in some instances we will exclude products from Tabby.

You can pay for your purchases whenever you want before the due date. Simply log into your Tabby account, select your order, and make payment using your debit or credit card. Payment information is processed securely by Tabby. All transactions take place via secure connections, protected with the latest industry-standard security protocols. Tabby will continue to add new payment methods however, at the moment, payments cannot be made by telephone or bank transfer.

You can log into your Tabby account using your registered mobile number on https://tabby.ai/  

This depends on the Tabby payment type you selected; Tabby will let you know by email and SMS when your payment is due. You can also see all your upcoming payments in your Tabby account. 

You can find more information about Tabby on their website at https://help.tabby.ai/

Yes, we do offer complimentary alteration services (free of charge) on all orders online and in-store. However, please note that we can only alter items that have been paid for in full, this means with credit card payment and not Cash on Delivery. If you order using Cash on Delivery, then you should come back to the store in person for your free alteration after the item has been paid for. Furthermore, any item that is altered cannot be returned or refunded.

Please contact our customer support team for more details at [email protected].