How can I place an order?

To place an order, select the product you wish to purchase and click on the product image or name to view the item details. Choose the desired quantity and click Add to Cart.

When you're ready to checkout, you can either select Checkout Now after adding an item to your cart or click the Cart / Checkout icon at the top of the page.

From the cart page, click Proceed to Checkout. You can then either sign into your existing account or continue as a guest. You will be asked to complete your billing, shipping, and payment details before selecting Place Your Order.

Once your order is completed, you will see a confirmation page with a summary of your purchase and will also receive an order confirmation via email.

 

Can I cancel or modify my order?

Please review your order carefully before completing your purchase, as orders cannot be modified once they are placed.

If you wish to request a cancellation, please contact our Call Centre at 800 PACSUN (800 722786) within 60 minutes of placing your order. Due to high volumes, we cannot guarantee cancellation requests submitted after this timeframe.

 

What are the delivery timelines?

Delivery timelines depend on the delivery location.

• Dubai: Orders placed online by 6 PM UAE time are eligible for same-day delivery. Orders placed after 6 PM will be processed the next working day.

• Other Emirates: Orders will be delivered within 1–3 working days from the date of purchase.

 

How much does shipping cost?

UAE

• Free delivery on all orders

Shipping fees are non-refundable.

 

Has my order shipped?

To check the status of a domestic order, click here. For international orders, click here.

 

Do you charge VAT?

Yes. In accordance with UAE regulations, 5% VAT is included in displayed prices for UAE orders.

For deliveries to other GCC countries, UAE VAT will not apply, and import VAT or customs duties may apply based on the destination country's regulations.

Any additional import charges required by customs authorities are the responsibility of the customer.

 

How can I track my order or report a missing item?

If you require assistance with tracking your order or believe an item is missing, please contact our Call Centre through the Contact Us page.

Please provide:

• Order ID
• Full name
• Email address
• Details of the missing item(s)

 

Where can I find my online purchase history?

To view your order history, sign into your account on the Pacsun website and navigate to the Order History section in your profile.

If you need assistance, please contact our Call Centre through the Contact Us page.

Can I change the delivery address after placing an order?

Unfortunately, delivery addresses cannot be modified once an order has been placed.

For further assistance, please contact our Call Centre.

My order is delayed. What should I do?

Delivery dates are estimates and may occasionally change due to operational or logistical reasons. If your order appears delayed, please contact our Call Centre for assistance.

What payment methods do you accept?

Majid Al Futtaim accepts payment through credit and debit cards.

Available options may include:

• Visa
• Mastercard
• American Express
• Apple Pay
• Buy Now Pay Later services such as Tabby or Tamara (where available)

 

What is the return and refund policy?

For online purchases, the return period begins from the date of delivery.
For in-store purchases, the return period begins from the date of purchase.

• Full-price items: Eligible for refund within 30 days
• Sale items: Eligible for refund within 14 days

Items must meet the following conditions:

• Unused, unworn, and unaltered
• In original condition with tags attached
• Returned with the original receipt or order confirmation.
• Footwear must be returned with the original shoebox.

Returns and refunds are processed only in the country of purchase and through the original payment method.

 

Are exchanges available?

If you wish to change an item, you may return the eligible item and place a new order.

 

What items cannot be returned?

The following items cannot be returned or refunded:

• Jewellery
• Accessories
• Lingerie
• Underwear
• Earrings
• Masks

Additional conditions:

• Swimwear may only be returned unworn with original tags and sanitary liner intact and cannot be returned in-store.

 

What if my item has a manufacturing defect?

If you believe your item has a manufacturing defect, you must notify Majid Al Futtaim within 7 days of receiving the goods.

Please contact our customer care team through email at customercare@pacsun.me or call 800 PACSUN (800 722786) for assistance.

 

When will I receive my refund?

Once your return has been received and processed, the refund will be issued to the original payment method.

Refunds typically appear on your statement within 3–10 business days, depending on your bank.

 

What happens if I refuse delivery or no longer want the order?

If you wish to cancel your order, please contact our Call Centre within 60 minutes of placing the order.

Orders that have already been processed or dispatched may not be eligible for cancellation.

What is tabby?

tabby empowers you with the flexibility and freedom to choose how and when to pay for the things you love. Tabby lets you shop now, pay later without the interest, fees or debt traps.

 

How does tabby work?

Select tabby on checkout. A pop up will appear with the four monthly instalment details. Register one time on our website with emirates ID, email and phone number to activate the payment service. Pay the first instalment immediately, and the rest of the payments will be scheduled as an automatic debit from the card that has been used for the first payment.

 

Do I need to download the tabby app?

No, the entire process stays within the pacsun.me website.

 

How will the instalment payment be charged?

Automatic debit will apply from the card that has been used for the first instalment.

 

How many instalments can I select?

Four months is the standard duration pre-selected for this service. This cannot be altered.

 

Can I choose the amount to be deducted for each month?

Instalments will automatically split equally. The amount cannot be altered.

 

Do I need to pay any additional amount to avail this payment service?

No interest or fees are applicable.

 

What bank cards can I use?

Any debit or credit card accepted. Apple pay & Android payment options are not applicable.

 

Can I use this payment method for all products?

Yes, no product exclusions apply.

 

Can I return or request for refund on products purchased?

Yes, the general return and refund policy will be applicable.

What’s required for me to pay with Tamara?

It’s simple! You’ll need to be over 18 years old with a valid, verifiable mobile number, a valid ID, and a valid payment card in Saudi Arabia or the United Arab Emirates.
*Tamara's availability may vary depending on the store you are shopping at.

 

When will I receive my order if I pay with Tamara?

You’ll receive your order on time, and make your payments according to your chosen payment plan! When paying with Tamara, your first payment is due upon making the order.
Once your first payment is made, your order is confirmed and will be shipped to you as per the store’s policies.
If you have any questions or concerns regarding payments, please reach out to the Tamara Customer Care team for support.

 

What happens if I want to make a return / cancellation?

With Tamara, it’s hassle-free! Based on the store’s policies, request the return or cancellation from the store. Once the store informs us of your return or cancellation, your payment plan will be updated and the relevant amount will be refunded to your account. For more details, please visit Tamara help center.

 

What happens if I miss a payment?

As long as you make your payments on time, you’ll never be charged a late fee!
However, if you miss a payment due date, Tamara charges a late fee of SAR/AED 25 one day after the due date.
An additional late fee of SAR/AED 25 will be charged with every 15 days of delay. Fees are limited to SAR/AED 150, or 25% of the order value (the minimum of which will apply).
Download the Tamara app to get payment reminders and easily keep track of your payments.
Please note: Repeated delays in payment will be reported to the credit bureau in Saudi Arabia (SIMAH) or AECB in the United Arab Emirates. This will impact your credit score and lead to the suspension of your Tamara account until your entire overdue amount, including late fees, is paid in full.

 

Why was my order declined?

There are several potential reasons for rejection, including but not limited to the following:
Your card isn't activated or fit for e-commerce purchasing.
You have prior commitments to your bank/telecommunications company and/or are flagged by Simah/Al Etihad Credit Bureau (AECB).
You have overdue payments with Tamara.
Tamara's intricate risk system considers the value of your purchase too high.
The value of the items you're trying to buy exceeds the allowed purchase limit.
If none of the above reasons apply to you, please try again with a different card.

What is SHARE?

SHARE is the UAE’s true lifestyle rewards programme brought to you by Majid Al Futtaim. SHARE offers members the flexibility to earn and spend their points across all Majid Al Futtaim brands. For more information, please visit https://www.sharerewards.com/en.

 

How does SHARE work?

As a SHARE member, you will earn points whenever you spend at any Majid Al Futtaim brands, hotel restaurants and leisure destinations, as well as all stores inside Majid Al Futtaim malls.

 

How can I earn SHARE points for my orders placed online on Pacsun?

You can earn points for any of your purchases online on Pacsun by entering your SHARE ID upon Account Creation, My Account or Checkout. It is your ongoing responsibility to make sure that the SHARE ID details you provide to us are valid, accurate and complete. 

 

How many SHARE points will I earn for my orders placed online on Pacsun?

• SHARE Classic members earn 2.5 points for every AED 100 spent online on Pacsun.
• SHARE Plus members earn 3.1 points for every AED 100 spent online on Pacsun.
• SHARE VIP members earn 3.8 points for every AED 100 spent online on Pacsun.

 

When can I claim my SHARE points?

SHARE points may be claimed within 14 days of purchase.