FAQ

We’re always on hand to offer advice or make things easier, so to help, we’ve compiled these FAQs. If you’ve got a question then they should do the trick.

MY ACCOUNT

• Can I order online?

  • Yes you can order on www.gap.ae and shop from our extensive selection of clothing for Women, Men, Kids, Toddlers & Babies.

• What is the difference between www.gap.ae and www.gap.com?

  • www.gap.ae is the main local website for deliveries within the UAE, while www.gap.com is the brand international site.

• If I order online, what are my options to receive the product?

  • At this time, we only offer home delivery.

• Can you place an order on my behalf?

  • Yes, please reach out to our customer service team on +97142156616 or email [email protected] for further assistance.

• Do you have Click & Collect?

  • We want to make your shopping experience as enjoyable and as convenient for you as possible. Unfortunately, we do not have Click & Collect.

• How long do I have to wait for my product to arrive?

  • You can check on the status of your order by logging into your account and selecting the order to see its status. Also see our shipping policy page for the most up-to-date information https://www.gap.ae/shipping-policy/. During peak trading times there may be changes to these timelines.

PAYMENT

• What are the online payment methods?

  • We accept most credit and debit cards, PayPal or cash on delivery. Regrettably, we cannot accept GAP store vouchers for online purchases. To find the store closest to you, please see our store locator .

• I have Amber points, can I use them on the website?

  • At this time customers are unable to redeem their AMBER points on Gap websites but will continue to earn points based on their membership tier. To earn AMBER points, log in with your AMBER credentials to ensure that you earn points every time you shop.

• Do you offer cash on delivery?

  • Yes, we offer cash on delivery as a payment method for UAE dirhams only. The refund of items paid for by Cash on Delivery shall be made by crediting you with online credits, and not cash, that can be used for future online orders.

• Do you price match or can you refund the price difference?

  • If the item you have purchased goes on sale within 5 days of your purchase, your item still qualifies for the discounted price. The item must be in the same size and color that was purchased. The difference between the purchase price and the sale price will be provided through a coupon code. Sale items with further reductions do not qualify for price difference. To claim the discount, contact our customer support team on +97142156616 or via email at [email protected]

RETURN / REFUND / EXCHANGE

• How do I return my order?

  • The fastest way to process a return is to self-serve through your online account. Follow the steps below:

    · login to your account. If you’re unable to access your account please call our customer service team on +97142156616 or email at [email protected];

    · select the order you’d like to return;

    · select ‘Return Order’;

    · on this page select the item(s) you’d like to return and state their condition;

    · select ‘Return Selected Items’; and

    · once complete, please contact our customer service team using the contact details above to schedule a pick-up of your return on a date of your convenience.

    After the warehouse receives your return, you will receive a refund back excluding any delivery or service charges. Please see our Terms and Conditions for further information on the method of refund you will receive.

    You may also return your order at one of the Gap bricks and mortar stores in your country of purchase (excluding Meraas and Labels Outlet Mall). To find the Gap store closest to you click here

• Can I exchange my order?

  • Gap does not offer exchanges, but you are able to return your order up to 30 days after delivery.

• How long will it take to process a refund?

  • Online credits shall be reflected immediately on confirmation of the refund.

    Bank card purchases (credit/debit cards) will be refunded against the bank card (used for the original purchase. These should be reflected on your credit card within 14 working days depending on your card provider. For any issues, please contact your bank.

• I bought this product in the UAE can I refund it in the GCC?

  • Please click here to see our full Returns & Refunds policy

• I bought this product in the UAE, can I exchange it in the GCC?

  • No

• I bought this product on www.gap.com, can I return, refund or exchange it within the UAE?

  • As part of two separate entities, unfortunately we cannot process returns, refunds or exchanges on www.gap.ae or in any of the Gap stores in the UAE.

STORE TRADING HOURS & LOCATIONS

• What are your trading hours?

  • The following locations are trading as per government guidance and may be subject to change;

    Location	Timing
    The Dubai Mall	Monday to Sunday: 10:00 am to 11:00 pm
    Mall of the Emirates	Monday to Thursday: 10:00 am to 10:00 pm
    	Friday to Sunday: 10:00 am to 12:00 midnight
    Dubai Hills Mall	Monday to Sunday: 10:00 am to 12:00 midnight
    City Center Mirdiff	Monday to Thursday: 10:00 am to 10:00 pm
    	Friday to Sunday: 10:00 am to 12:00 midnight
    Mercato Mall	Monday to Sunday: 10:00 am to 11:00 pm
    The Outlet Village	Monday to Thursday: 10:00 am to 10:00 pm
    	Friday to Sunday: 10:00am to 11:00 pm
    The Galleria Al Maryah Island’s Expansion	Sunday to Thursday: 10:00 am to 10:00 pm
    	Friday & Saturday: 10:00am to 12:00 midnight
    Al Wahda Mall	Sunday to Thursday: 10:00 am to 11:00 pm
    	Friday & Saturday: 10:00 am to 12:00 midnight
    Outlet Mall	Monday to Thursday: 10:00 am to 11:00 pm
    	Friday to Sunday: 10:00 am to 12:00 midnight

HEALTH & SAFETY MEASURES

• How are you managing the health and safety of your team members and customers?

  • We're committed to doing everything we can to ensure the health and safety of our team members, our customers and the community. We are working with and under the guidance and following the direction of government authorities and medical experts.

    We have upweighted our in-store cleaning routines to make them even more rigorous and are focusing on personal hygiene protocols per all government authority guidelines.

• How are you managing health and safety measures in the fitting rooms?

  • We are working with and under the guidance and following the direction of government authorities and medical experts to keep our fitting rooms safe. Customers must wear a mask at all times whilst in the fitting rooms, can only try up to 5 items and can spend a maximum of 10 minutes in the fitting rooms.

    Items customers have returned will be quarantined and sanitized before being put back into the store.

    We have upweighted our fitting room cleaning routines to make them even more rigorous and are focusing on personal hygiene protocols per all government authority guidelines.

• Can I pay using cash in-store?

  • In line with the heightened medical guidelines to ensure the safety of our customers and our team, we invite you to shop using a contactless electronic payment method or via online. However, will also be accepting cash as a payment method in our stores.

• How can I maintain safe physical distance in busy areas of the store like the sales desk?

  • To make it easier for you to visualise the recommended safe physical distance between people when at the sales desk, please look for the floor markers our team have placed on the floor. Standing on these marked areas will ensure you are separated from other customers by the recommended 2 metres.

CUSTOMER CONVENIENCE

• Why are there changes to trading hours?

  • The health and safety of our in-store team members and customers is paramount. As the current situation continues to develop, we are working with and under the guidance and following the direction of government authorities, resulting in the reduced opening hours.

• Instead of coming to store, how else can I shop?

  • If you prefer not to come to store, our online website is still operating as usual.

• How can I pay and is it safe to buy online?

  • If you are in-store, we encourage you to shop using contactless electronic methods, for online, all our payment methods are secure.

GENERAL

• Do you offer gift wrapping and personal messaging?

  • Unfortunately, at this time we do not offer gift wrapping or personal messaging on Gap orders.

• Who do I contact for any additional questions?

  • You can reach us on our UAE number +97142156616 or via email at [email protected] The Customer Care team is available between 10am-10pm, seven days a week.