FREDERIC MALLE ORDERS

Click on one of the links below to jump to the listed section:

• ORDER PROCESSING
• ORDER STATUS
• ORDER CANCELLATIONS
• ITEM AVAILABILITY
• MAXIMUM PURCHASE POLICY
• PAYMENT OPTIONS
• PAYMENT AUTHORIZATION
• SALES TAX
• PROMOTIONAL OFFER CODES
• GIFT WRAP SERVICE
• USING THE SHOPPING CART

ORDER PROCESSING

• Generally, products are shipped within 2 to 3 working days (i.e. Sunday/Monday through Thursday/Friday, excluding bank and other public holidays). For any shipping information customers may contact us via email at the following address fredericmallecustomercare@chalhoub.com
• However, please note that in the event of force majeure situations we reserve the right to delay the shipment until the same is viable. The term “force majeure situations” shall mean: (a) acts of God, including without limitation storms, floods, earthquake or lightning; or (b) fire, war, hostilities, terrorist acts, riots, civil commotion or disturbances, epidemics, pandemics, declaration of containment zones, natural disasters / calamities, change in governmental laws, orders or regulations adversely affecting or preventing due performance by any party of its duties, obligations or responsibilities under this letter agreement, embargoes, actions by a government, central or state or local government in the United Arab Emirates or governments overseas, or an agency thereof, sabotage or explosions; or (c) strikes, lockouts or other industrial actions of any nature; or (d) any other acts, occurrences, events or circumstances beyond our reasonable control.

ORDER STATUS

• Customers can check the status of their most recent orders by visiting the Order Status page into the My Account area. This is the easiest and fastest way to get the most current information regarding customers’ orders.
• When the customer clicks on Order Status page, they will be prompted to log in with their email address and password. An order summary page will provide the customer with detailed information about their current and past orders. After an order is shipped, the relevant tracking number, if available, will be displayed. Customers can track the delivery status of the order with our courier by clicking on “Dispatched” under the Order Status header. Some carriers may not have tracking information available for up to 24 business hours after the order is shipped.

ORDER CANCELLATIONS

• Occasionally, orders or parts of an order are cancelled by the system for various reasons. Some reasons are:
• Item(s) not available, although we take all professional care to ensure that unavailable items are clearly identified as such on the Site;
• Impossibility in processing payment information;
• Cannot deliver to address provided;
• Duplicate order was placed; and
• Failure to deliver beyond 3 attempts by the delivery partner
• Customers will not be charged for any cancelled orders. If the customer is interested in placing a new order or if the customer has any questions about a cancelled order, they may contact us via email at the following address fredericmallecustomercare@chalhoub.com
• In such cases, the order will be cancelled, and in case of payment by credit card/ debit card holders, the money will be refunded to you after the cancellation request is duly processed by us and subject to the policies of the relevant third-party financial providers.
• An order once cancelled cannot be renewed. The customer will have to place a fresh order for the said product(s).

TEMPORARILY OUT OF STOCK / BACKORDERED ITEMS

• If an item selected is temporarily out of stock at the time of your order, you will be notified and advised of the expected ship date of the backordered item. Backordered items are shipped as soon as they are available. If for any reason you wish to cancel a backordered item prior to its shipment, please contact us at fredericmallecustomercare@chalhoub.com and we will be happy to assist you.

MAXIMUM PURCHASE POLICY

• We regret that we must limit orders to no more than eight (8) units of the same product, with a maximum purchase amount of 7500AED per customer. In addition, we must also limit orders to no more than three (3) orders per customer per day. Customer can purchase up to 14 units in total per transaction. If you have any questions, please contact us at fredericmallecustomercare@chalhoub.com and we will be happy to assist.

PAYMENT OPTIONS

• We accept the following payment methods:
• Visa
• MasterCard
• Cash on Delivery (“COD”)

For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.

PAYMENT AUTHORIZATION

• All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped.

SALES TAX

• All prices indicated for products available via the Site are inclusive of applicable taxes at the current rates and are expressed in local currency.

PROMOTIONAL OFFER CODES

• If offer codes are applicable on the Site, to redeem an offer code, customers must enter their code into the “offer code” box during the checkout process on the website. Offer codes are case sensitive and should be entered exactly as they appear.
• When an offer code is accepted, the offer will be displayed in the “Order Review”.
• One offer code may be used per order. Offer codes are intended for one-time use only and shall be treated as used even if you cancel the order.
• An offer code would be rejected if the same has expired or where the applicable terms of the offer code are not met

GIFT WRAP SERVICE

Frederic Malle Online offers Gift Wrap Services. Gift orders always receive special care at Frederic Malle. We will be happy to create a beautiful gift package for you.

If you wish to have your online order packaged as a gift, simply click on the "Gift-Wrap" option during "Checkout".

Please note: Multiple items within a single gift order will be presented as one gift package.

USING THE SHOPPING CART

To Edit Item Quantity - click on the quantity box, change the number, and click the "update" button.

To Remove an Item - click on the word "remove" next to the quantity box. The product will then be removed from your shopping bag.

To Continue Shopping - click on "continue shopping" on the top and bottom of the page.

To Proceed to Checkout - click on "continue to checkout" on the top or bottom of the page.