frequently asked questions
How do I place an order?
Simply browse our collection, select your preferred shoe and size, and click Add to Cart. Once you are ready proceed to checkout, fill in your delivery details, complete your payment and you are done. You will receive an order confirmation via email or WhatsApp shortly after.
Can I modify or cancel my order after placing it?
Order modifications or cancellations can only be made before the order is dispatched. Please contact us immediately at +971 566 642 276 or shoeslab.ae@shoeslab.ae if you need to make any changes. Once the order has been dispatched we are unable to make any modifications.
Do I need an account to place an order?
No, you can checkout as a guest. However creating an account allows you to track your orders, save your delivery details, and enjoy a faster checkout experience next time.
Is my order confirmed immediately?
Yes. Once your payment is successfully processed you will receive an order confirmation via email or WhatsApp. If you do not receive a confirmation within a few minutes please check your spam folder or contact us at shoeslab.ae@shoeslab.ae
What payment methods do you accept?
We accept Credit/Debit Cards, Apple Pay, Google Pay, and Bank Transfer (where applicable). All transactions are processed securely and your payment details are fully encrypted.
Is it safe to pay on your website?
Absolutely. All payments on the Shoes Lab website are processed through Stripe / secure payment gateway providers which use industry standard encryption to keep your information safe. We do not store your full card details on our servers.
Will I be charged any extra fees?
The price you see at checkout is what you pay. We do not add hidden fees. However your bank or card provider may apply their own transaction charges in some cases which are outside our control.
Which emirates do you deliver to?
We deliver across all UAE emirates including Dubai, Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah, Fujairah, and Umm Al Quwain.
How long does delivery take?
Standard delivery takes 1–3 business days. Express delivery takes 1–2 business days. Orders placed before 2:00 PM are dispatched the same day.
How do I track my order?
Once your order is dispatched you will receive a tracking link via WhatsApp and email. You can use this to follow your delivery in real time.
Do you offer free delivery?
Yes. Free delivery is available on orders above 250 AED. Please check our current promotions for the latest offers.
Do you ship internationally?
Currently we only deliver within the UAE. International shipping may be considered in the future as we expand.
Are all your products 100% authentic?
Yes, absolutely. Every single shoe we sell is 100% original and authentic. We stand fully behind the quality and genuineness of every product listed on our website.
How do I know which size to order?
All our products display the available size range. ASICS and Nike generally follow standard EU sizing. If you are unsure about your size please contact us on WhatsApp at +971 566 642 276 and our team will help you find the right fit.
What sizes do you carry?
Most of our products are available in sizes 36 to 45. Some styles have a more limited size range which is clearly mentioned on the product page.
The size I want is not available, what should I do?
If your size is currently out of stock please contact us at +971 566 642 276 or WhatsApp and we will let you know when it becomes available or suggest an alternative.
Are the product images accurate?
We do our best to display product images as accurately as possible. However slight colour variations may occur depending on your screen settings and display calibration.
What is your return policy?
We accept returns within 14 days of receiving your order provided the item is unused, unworn, and in its original packaging with all tags attached. Please refer to our Return Policy page for full details.
How do I initiate a return or exchange?
Contact our support team at shoeslab.ae@shoeslab.ae or via WhatsApp at +971 566 642 276 with your order number and reason for return. Our team will guide you through the process.
How long does a refund take?
Once we receive and inspect your returned item approved refunds are processed within 5–10 business days back to your original payment method.
I received the wrong item or a defective product, what do I do?
We sincerely apologise for the inconvenience. Please contact us immediately at shoeslab.ae@shoeslab.ae or +971 566 642 276 with your order number and a photo of the item. We will arrange a free collection and send you the correct item or issue a full refund right away.
How can I contact Shoes Lab?
You can reach us via WhatsApp at +971 566 642 276, email us at shoeslab.ae@shoeslab.ae. Our team is available Monday to Saturday from 10:00 AM to 12:00 PM.
How do I stay updated on new arrivals and offers?
Follow us on Instagram at @shoeslab.ae and Facebook at Shoes Lab UAE to stay updated on the latest drops, restocks, and exclusive deals.
