FAQ (frequently asked questions)


What kind of products do you have at the Cartel?

We offer a variety of unique products that have been carefully curated from all over the world. We offer Womenswear, Menswear, Unisex fashion, Bags and Accessories. Have a browse and find a piece of wearable art you will love and treasure!

 What brands do you have at the Cartel?

We carry a variety international brands from all over the world that are exclusive in the UAE and only sold at very selected retailers in the GCC. Some of our brands include Dion Lee, MM6 Maison Margiela, Henrik Vibskov, Building Block, Lamat and a lot more. Have a look at the full range of designers here.

 How can I search for a product at the Cartel?

If you are looking for a particular designer, or you know the name of the item you want, you may use the search bar to get optimized results. If you are inspecting a broader spectrum, you may browse our different categories and adjust your search with relevant filters to find what you need.

If you have spotted something on our social media account that you cannot find in our e-shop, feel free to contact our customer support under:
info@thecartel.ae or give us a call under 0097142432200 or WhatsApp us on 00971557251189.

Does the Cartel guarantee authenticity of its products?

We guarantee the authenticity of our products as we work with international brands and for most are one of the most exclusive retailers in the GCC.

 The item I want is out of stock. What do I do?

If the item you wish to purchase is out of stock, please contact us under info@thecartel.ae or

WhatsApp us on 00971557251189 and we will do our best to assist you.

What if I don’t like my order? What if it doesn’t fit?

If you don’t like your order, you may return it within 14 days of receiving the item. To find out more about our Exchange and Return policy, please look here.

What if I receive a different item than the one I ordered?

We pay a lot of attention to our orders to always ensure providing our customers with a pleasurable shopping experience. In the exceptional occasion of this happening, you can contact us under info@thecartel.ae and we will make sure to assist you and take care of the logistics.


How can I place an order at the Cartel?

To place an order, simply click on the item you wish to purchase upon browsing our e-shop. Select the right size and color, choose the quantity you wish to purchase and click on Add to Cart.

You will see a notification on your personal shopping cart icon, upon scrolling above it you will be able to proceed to check out.

Enter all your information, choose your preferred payment method, review all details of your order, and confirm the details and we will be shipping your item to you soon!

Do you have a showroom? Where is your store?

Yes we do! You can visit our showroom located in Dubai Design District, Building 9, Store 105. We operate from Saturday till Thursday, from 9am-6pm.

Can I come and try on the items before I buy them?

Yes you can! You are welcome to visit us in Dubai Design District, Building 9, Store 105  and have some coffee while you browse, away from the hustle and traffic of malls. We are open from Saturdays till Thursdays, 9am-6pm.


How do I register?

Simply click on Register on the upper right hand of the website, to create a new account within minutes. If you have an existing you can log-in here.

What benefits do I get from creating an account?

Creating an account will store your information and make purchases much easier. With your account, you will be able to have a personal address book where you can save your shipping and billing addresses. You will also be able to keep track of your recently viewed items, your personalized wish list, and a history of items you have purchased. You can also subscribe to our newsletter to always be updated on our newest arrivals, seasonal sales and promotional activities.

I’ve forgotten my password! What should I do?

Please go to the log-in section, and you will find the Forgot Your Password option. Click on that, and you will be asked to enter the e-mail address you’ve registered with. Enter the relevant e-mail address and the Captcha, and you will receive an e-mail from us with the instructions on how to reset your password.

Why do I have to provide my phone number?

Providing us with your contact number will facilitate delivery and shipping matters, as we at The Cartel and DHL will have a number to contact in case of any queries. All your personal details, including your phone numbers are safe with us. They are confidential and will not be shared any external parties.


What kind of payment methods do you accept?

We accept Visa Card, MasterCard and Paypal.

Is the Cartel website trusted for online payments?

Rest assured, all your important details, including your card number, will be protected using industry-leading encryption standards. We guarantee a safe shopping experience on our site.

My credit card details were rejected! What can I do?

If your credit card was rejected, you may try another payment method that we offer, or wait for a little while and then try again.
Should the problem be from our end and is persistent, feel free to contact our customer support under: info@thecartel.ae or give us a call under 0097142432200 and we will do our best to assist you.


Which countries does The Cartel ship to?

We offer worldwide delivery but with some exclusions. In accordance with the law of the UAE, we do not deal or provide any services or products to any of OFAC sanctions countries.

How long will it take until I receive my order?

If you are in the UAE, you can receive your order the next day if you order before 12pm within work days. Else, you can expect your order within 2-3 working days.
International orders depend on the country you are located in, but you can expect the order within 5-7 working days.

How can I track my order?

Once you have placed an order and it’s been shipped, we will provide you with a tracking number, along with all other details of your order, via e-mail. From there you can follow up on the state of your order via DHL.


How can I return an item?

If you are in the UAE, simply send an email to info@thecartel.ae within 14 days of receiving your order. Then we will provide you with a Return Authorization number (RAN), complete your Return Pro Forma, which will be sent with the goods, and we will arrange a Free Collection.

If you are not resident in the UAE, kindly send an email to info@thecartel.ae within 14 days of receiving your order. If you wish we can book DHL to collect the order from you, else you can send the item with your trusted courier. After that, we will send you an email containing the full instructions and Return Authorization number ( RAN ) & DHL Booking reference. Please complete the Return Pro Forma Invoice with the return product information and the RAN number, with your signature included.

We will email as soon as your item(s) have been received and your return is in process. Please note that for international orders shipping charges and any taxes and customs duties incurred will not be refunded.

What is the return notice period?

Your return notice period is within 14 days of receiving your order. Any returns received after the 14 days will not be processed and the goods will be returned to the customer.

Do I get a Refund? Do I get my money back?

Yes, you do get a refund. All credit card refunds will be credited back to the original payment card used for the transaction.

All bank transfers will be refunded back to the payment bank account details provided when the order was placed. Please note that for international orders shipping charges and any taxes and customs duties incurred will not be refunded.
Returned items must be received within 14 days of the RAN receipt date, any returns received after the 14 days will not be processed and the goods will be returned to the customer. In the unlikely event that goods are damaged in transit we will reimburse the customer any Shipping and Duty costs that have been incurred.



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