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.

STORE TRADING HOURS & LOCATIONS

• What are your trading hours?

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

    The Dubai Mall: 12PM - 10PM | Mall of the Emirates: 12PM - 10PM | Ibn Battuta Mall: 12PM - 10PM | Mercato Mall: 12PM - 10PM | City Center Mirdiff: 12PM - 10PM | The Outlet Village: 12PM - 10PM | Outlet Mall: 12PM - 10PM

    Al Wahda Mall: 12PM - 9PM | The Galleria Al Maryah Island’s Expansion: 12PM - 9PM

• Do I need to wear a mask and gloves when I come in store?

  • In order to use the fitting rooms in-store a mask is mandatory at all times. Please follow your Emirate guidelines, for more information and adhere to the authority guidance. For the safety of our team members, and customers and in compliance with government authority regulaiton, all of our team members will be wearing masks & gloves.

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.

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?

  • To make your shopping experience as enjoyable and as convenient as possible, for most items sold on our website you will be given an option to choose Home Delivery or Click & Collect from a list of stores of your choice

• Can you place an order on my behalf?

  • Our Customer Care team can support you with placing an order with the option of home delivery or click & collect from one of our selected stores.

• Do you have click & reserve?

  • We want to make your shopping experience as enjoyable and as convenient for you as possible. We do not offer Click & Reserve but for most items sold on our website you will be given an option to choose Home Delivery or Click & Collect from the store of your choice.

DELIVERY

• Do you deliver to the GCC?

  • www.gap.ae currently only delivers to the UAE.

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

  • We offer Next Day delivery, depending on the time of order. For more information, please see our Shipping Policy. Please contact the customer care team on our UAE toll-free 80042763. You can also email us by filling the form here.

RETURN / REFUND / EXCHANGE

• Are you still accepting exchanges and returns?

  • Returns, refunds and exchanges are accepted in-store. For your protection and in line with government guidelines, all returned products will be quarantined and sanitized before being used by another customer.

    During this time, items purchased online will be accepted via the online returns process.

    Online purchases which are returned will be subject to quarantine and sanitization in line with government health and safety guidelines.

• 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.

GIFT CARDS & AMBER

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

  • Yes, Amber members can earn points for their transactions on the website. Our Amber members also receive exclusive offers, promotions and event invitations.

• If I buy an item, do you offer gift wrapping and personal messaging?

  • We do not currently offer this service.

PAYMENT

• What are the online payment methods?

  • We accept multiple types of payments on our website: credit/debit card, PayPal or Amber points. You can also choose to use our 'cash on delivery' payment method, which will enable you to purchase online and pay on delivery of your items. If you have an in-store voucher, please note that you can only use it in store.

• Do you offer cash on delivery?

  • Yes, we offer cash on delivery as a payment method for UAE dirhams only.

• 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 800 GAPME (800 42763) or via email at [email protected]

GENERAL

• Who do I contact for any queries about www.gap.ae?

  • You can reach us on our UAE Toll Free number 800 GAPME (800 42763) or via email at [email protected]. The Customer Care team is available between 10am-10pm, seven days a week.