Terms and Conditions

Welcome

Welcome to www.carmensteffens.ae, the official online platform of Carmen Steffens in the United Arab Emirates. Our aim is to offer an elegant and seamless shopping experience that reflects the sophistication of our brand. We appreciate your visit and encourage you to explore all that our website has to offer — from exclusive product collections to a personalized and secure shopping experience.

This website (hereinafter referred to as the "Website") is owned and operated by Carmen Steffens LLC, a limited liability company registered in accordance with the laws of the United Arab Emirates, with commercial license number 2536002.01. Any reference to "we", "our", or "us" refers exclusively to Carmen Steffens LLC.

Website Usage Terms

These Terms and Conditions ("Terms") govern your access to and use of the Website, including any purchases, services, and features available through it. By using our Website, you confirm that you accept these Terms and agree to be bound by them. If you do not agree with any part of the Terms, you must refrain from using the Website.

We reserve the right to update or amend these Terms at any time without prior notice. Any such changes will be effective immediately upon posting on the Website. We encourage you to check this page regularly to remain informed of your rights and obligations. Your continued use of the Website after such updates indicates your acceptance of the revised Terms.

In situations where legal or regulatory changes occur after you have placed an order but before it has been processed or fulfilled, we may be required to comply with such changes and apply them to your order.

Eligibility

To access and utilize the services of our Website, you must be at least 18 years old and legally capable of entering into binding agreements. By placing an order, you affirm that:

• You are of legal age;
• You are using one of our accepted payment methods lawfully;
• You are providing truthful and accurate personal information;
• You are acting for personal or gift-related purposes and not for commercial resale.

At present, the Website is designed to serve customers within the United Arab Emirates. Orders can only be placed for delivery to UAE addresses. If you wish to inquire about international availability in the future, we invite you to contact our customer service team.

Please note that we reserve the right to reject orders if we suspect commercial use, bulk buying, or misuse of promotional offers.

Account Registration

You may browse and shop as a guest or choose to create an account for a more streamlined experience. Creating an account allows you to manage your orders, track deliveries, and store your preferences securely.

When registering or placing an order, it is your responsibility to ensure all information provided — including your name, billing and shipping addresses, and payment details — is accurate and up to date. Inaccurate or outdated information may result in delays or failed transactions.

You are responsible for maintaining the confidentiality of your account credentials. Do not share your password or login information with others. Carmen Steffens will never request your password via email, phone, or chat. If you suspect unauthorized access or believe your account has been compromised, please notify us immediately.

Only individuals — not businesses — may register accounts. Accounts found to be used for commercial transactions may be deactivated at our discretion.

Orders

When you place an order on our Website, you are submitting an offer to purchase one or more products under the terms presented, including the price, any applicable taxes, delivery charges, and promotional conditions. Once submitted, your order is reviewed for acceptance. Please note the following:

• Placing items in your cart does not reserve them. Products remain available for other customers until payment is confirmed.
• You will receive an initial confirmation email upon placing the order. This does not indicate acceptance. The order is only confirmed when you receive a dispatch notification.
• Orders may be declined at our discretion. Common reasons include: issues with payment authorization, incorrect billing information, suspected fraudulent activity, stock availability, or restrictions related to shipping destinations.

Occasionally, a product may appear available on the Website but become out of stock by the time your order is processed. In such cases, we will inform you promptly and offer alternatives or a refund.

We reserve the right to limit the quantity of any product sold or to cancel or reduce the quantity of orders placed by a single customer or household if we believe the purchases violate these Terms.

Complimentary Gifts

From time to time, your purchase may include a complimentary gift as part of a promotion or seasonal offer. These gifts are provided at no additional cost and are meant to enhance your shopping experience.

However, to ensure fairness and compliance with promotional guidelines:

• If you wish to return an order that included a gift, the complimentary item must also be returned in its original condition and packaging.
• If the gift is missing, used, opened, or tampered with, the return of the main item may be declined or a partial refund may be issued.
• Complimentary items cannot be exchanged for other products or refunded independently.

These conditions ensure that our gift programs remain sustainable and enjoyable for all our customers.

Pricing

All prices displayed on the Website are in United Arab Emirates Dirhams (AED) and are exclusive of optional services such as gift wrapping, express shipping, or duties applicable for your delivery location.

During the checkout process, you will be presented with a final summary of charges including:

• Product price(s)
• Delivery fees (if applicable)
• Any optional service charges
• VAT and other relevant taxes

If you are using a payment card issued in a currency other than AED, your card provider will determine the exchange rate at the time of transaction. We are not responsible for currency conversion fees or exchange rate differences applied by your bank or payment provider.

While we strive for pricing accuracy, typographical or system errors may occasionally occur. If a pricing error affects your order, we will notify you promptly and offer one of the following:

• Proceed with the corrected price;
• Cancel the item and receive a full refund;
• In rare cases, honor the lower displayed price if appropriate.

No contract is formed until your order is accepted and dispatched. We reserve the right to adjust prices, promotions, or availability without prior notice.

Promotional Codes and Discount Programs

From time to time, we may offer promotional codes that provide discounts on certain products or orders. These codes are subject to specific conditions, which may include:

• One-time use per customer;
• Valid only for a limited time;
• Non-transferable and not redeemable for cash;
• Not valid in combination with other promotions, sales, or markdowns.

Promotional codes may be restricted from use on selected brands, collections (e.g., limited editions), or product categories.

If the code is applicable to your order, the discount will appear at checkout. If not, it will be excluded without prior notice. We recommend reviewing all promotional terms carefully to avoid misunderstandings.

Unauthorized use, duplication, or resale of promo codes is strictly prohibited. We reserve the right to cancel any orders where abuse of promotional codes is suspected.

Payment

Carmen Steffens currently accepts a variety of secure and convenient payment methods, including:

• Visa
• Mastercard
• American Express
• PayPal
• Apple Pay
• Other methods as may be made available on the Website from time to time

All payments are processed through trusted and encrypted gateways that adhere to the highest security standards. When completing your purchase, you authorize us (or our third-party payment processor) to charge the full amount, including taxes and delivery fees.

We reserve the right to temporarily suspend or permanently revoke payment privileges if there is reason to believe there has been:

• Suspicious or unauthorized use of the account;
• A history of chargebacks or disputes;
• Incomplete or inaccurate payment information;
• Any indication of fraudulent activity.

Please note: It is your responsibility to maintain up-to-date billing and card details on your account. Carmen Steffens will not be liable for failed payments or delivery delays resulting from invalid payment information.

If your payment fails or is not authorized, your order will not be confirmed, and you will receive a notification via email.

We are committed to delivering your order quickly and reliably. Our delivery services are available across the United Arab Emirates, with the following options:

4-Hour Express Delivery (Dubai Only)

• Available exclusively in Dubai.
• AED 35 service charge applies.
• Orders must be placed during business hours.

Same-Day Delivery (Free)

• Available for orders placed before 12:00 PM in Dubai, Abu Dhabi, Sharjah, and Ajman.
• Orders placed after 12:00 PM will be delivered the next working day.

Delivery to Remote Areas

• For locations outside major city limits, delivery is completed within 3 business days.
• No additional charge applies.

Additional notes:

• Orders placed after 12:00 PM or during UAE public holidays are processed the next working day.
• Delays may occur during promotions, sales periods, or holidays due to increased order volume.

We want you to be completely satisfied with your purchase. If for any reason you are not, Carmen Steffens offers a 14-day return policy from the date your order is delivered.

To be eligible for a return:

• Items must be in brand-new condition, without any signs of wear, damage, or alteration.
• All packaging, tags, and accessories must be intact and in their original form.
• Shoes must only be tried on indoors on a carpeted surface to prevent scuffing or sole marks.

Please note:

• Items that are returned in a condition that does not meet our policy — including scratches, visible wear, or missing packaging — will be sent back to you and a refund will be declined.
• Returns are not accepted for certain items such as undergarments, swimwear, and final sale products unless the item received is incorrect or damaged.

Returns Process

Initiating a return is easy. You can do so through either of the following methods:

• WhatsApp: Contact us directly through the Carmen Steffens UAE customer support number.
• Online: Log into your account and access the “My Orders” section to request a return.

Be sure to:

• Include the completed return form that was delivered with your original order.
• Ensure all items are securely packaged to avoid damage in transit.

Once we receive the returned items, our team will inspect them within 3 to 5 business days. If the return is approved, we will proceed with the refund based on your original payment method.

Customers without an account must create one to access the online return request system.

Refunds

Refunds are issued only after the returned item(s) have passed our inspection and meet the criteria listed in the Returns section. Refunds are processed in the following way:

• Credit/Debit Card: Refunded to the original payment card.
• Cash on Delivery: Refunded as a Carmen Steffens gift card or store credit.

At Carmen Steffens, protecting your privacy is a top priority. We understand that your personal data is valuable, and we are committed to handling it responsibly and transparently. By using our Website or interacting with us, you agree to the terms outlined in our Privacy Policy.

We collect personal information to:

• Process and fulfill your orders
• Verify payments and prevent fraud
• Provide personalized shopping experiences
• Communicate important updates or promotional offers (where consented)
• Improve the functionality and usability of our Website

Your data may be shared with trusted third parties strictly for operational needs — including logistics providers, IT services, marketing agencies, and payment processors — and only under strict confidentiality agreements.

We also comply with UAE data protection regulations and implement advanced security protocols to protect your data from unauthorized access, alteration, or disclosure. Despite these measures, we remind you that no internet transmission is 100% secure. Please take precautions to safeguard your personal information, such as using strong passwords and logging out of your account when accessing the Website from shared devices.

You have the right to access, correct, or request the deletion of your data. If you have questions or would like to amend your preferences, please contact us through our support channels.

Cookies are small data files stored on your device that help us enhance your browsing experience. By using our Website, you consent to the use of cookies unless you disable them via your browser.

We use the following types of cookies:

• Essential Cookies - Enable key features like shopping carts and login sessions.
• Performance Cookies - Help us understand how visitors interact with the Website so we can improve navigation and content.
• Preference Cookies - Store your preferred settings, such as language and delivery location.
• Marketing Cookies - Allow us to show you relevant ads based on your browsing behavior.
• Third-Party Cookies - Placed by trusted partners to assist with payment processing, fraud prevention, and analytics.

You can manage or delete cookies anytime in your browser settings. However, please note that disabling cookies may limit some functionality and your shopping experience may be affected.

User-Generated Content (Reviews, Comments, etc.)

We welcome customer feedback in the form of reviews, comments, and product ratings. By submitting content through our Website or social media channels, you:

• Grant Carmen Steffens a non-exclusive, royalty-free, perpetual, and irrevocable right to use, modify, publish, translate, and distribute your content in any format or media.
• Warrant that the content is your own, does not violate any third-party rights, and does not contain defamatory, offensive, or unlawful material.
• Agree not to impersonate others or post misleading or false information.

We reserve the right to moderate, hide, or delete any user-generated content that we deem inappropriate or in violation of our policies. Content may not be published immediately and is subject to approval.

Please avoid submitting confidential or sensitive information through public channels. Comments made on our Website are visible to the public and may be used in our marketing communications.

Legal Disclaimer and Limitations of Liability

While Carmen Steffens is committed to delivering high-quality products and a dependable online shopping experience, we must limit our liability under certain circumstances.

To the fullest extent permitted by law:

• We shall not be liable for indirect, incidental, punitive, or consequential damages arising from your use of the Website, including (but not limited to) loss of profits, goodwill, data, or business interruption.
• Our maximum liability for any claim related to a product shall be limited to the amount paid by you for the product in question.
• We do not guarantee that the Website will operate uninterrupted or error-free at all times. Occasional technical disruptions may occur due to updates, server maintenance, or external factors beyond our control.
• You are responsible for protecting your own devices with up-to-date antivirus software. We are not liable for any damage caused by viruses or malware acquired through the Website.

Nothing in these Terms excludes liability where it would be unlawful to do so — including liability for death or personal injury caused by our negligence.

Intellectual Property Rights

All content found on this Website — including designs, text, graphics, logos, images, videos, and code — is the exclusive property of Carmen Steffens or licensed to us by third parties.

You may view, download, and print pages from the Website for personal, non-commercial use only. You may not:

• Modify, reproduce, publish, transmit, or distribute any content without our written consent;
• Use our brand or trademarks for any marketing, resale, or business purposes;
• Create derivative works or use reverse engineering techniques on our Website software.

Unauthorized use of our intellectual property may result in civil or criminal penalties.

Third-Party Websites

Our Website may include links to third-party websites for your convenience. These websites are not operated or controlled by Carmen Steffens, and we are not responsible for their content, privacy practices, or accuracy.

Visiting these sites is at your own risk. We recommend that you review the terms and privacy policies of any third-party website before submitting personal information or completing transactions.

Governing Law and Jurisdiction

These Terms are governed by the federal laws of the United Arab Emirates and the laws of the Emirate of Dubai.

By using our Website or placing an order, you agree that any dispute or claim arising from or related to the Terms will be subject to theexclusive jurisdiction of the courts of Dubai.

Entire Agreement

These Terms and Conditions constitute the entire agreement between you and Carmen Steffens regarding the use of the Website and supersede all previous communications, agreements, or understandings, whether oral or written.

Severability

If any provision of these Terms is found to be unlawful, invalid, or unenforceable by a court of law, that provision will be removed or limited to the minimum extent necessary. The remainder of the Terms will continue in full force.

Waiver

Our failure to enforce any provision of these Terms shall not constitute a waiver of our rights to enforce that provision at any time in the future.

Contact and Communication Preferences

If you have any questions or require support, you may contact us via the “Contact Us” form available on our Website.

Upon registration, you may opt in or out of marketing communications. You can also update your preferences at any time through your account settings or by following the unsubscribe link in our emails.