Frequently Asked Questions

We are committed to providing you with a seamless shopping experience. In the event your order is not delivered within the timeframe communicated on your order confirmation, please contact our team at hello@mykleane.com.

We will contact our delivery partner on your behalf and aim to respond within 48 hours.

That's okay. When you place an order with us, our delivery agency will contact you to confirm your delivery address and chosen time slot, giving you the opportunity to correct any errors.

Once your order has been placed, you have the option to cancel within 30 minutes either directly from the order confirmation page or from your online account. Your entire order will then be cancelled, as orders cannot be modified once they have been placed. If cancelled, any temporary authorization placed on your card will automatically be reversed. No refund will be necessary as you will not be charged. Additionally, if you had used a promo code during your purchase, you will be able to use it again.

If you're not satisfied with your purchase, we can arrange a replacement in certain cases. A full refund is only offered for defective items or items received in error. For more information, please refer to our Returns and Cancellation Policy.

We deliver to the United Arab Emirates. For more details on our shipping terms and free delivery thresholds, please visit our Delivery Information page.

Once your order has been prepared, you will receive a shipping confirmation email with a dedicated link to track your order in real time. You can also track the progress of your order anytime in the "My Orders" section of your account.

Orders over 250 AED (or equivalent) qualify for free delivery in the UAE. For orders below this amount, Standard Delivery is 25 AED (for orders placed before 12 PM, UAE local time). 

Orders are generally processed within 1 working day (Monday to Friday). Orders placed on weekends or public holidays will ship the next working day.  Delivery times are estimates and may vary based on location, holidays, or other factors. If the address is remote or hard to reach, expect potential delays.

Standard Orders after the cut-off time (12PM) will be processed the next working day.

Every product we offer is guaranteed to be 100% authentic and officially registered with the UAE Government. If you have any questions or concerns, don’t hesitate to reach out to us via email at hello@mykleane.com.

We offer samples to all our customers, based on availability. We recognize how important it is to test a product before making a purchase decision. While we don't currently allow customers to select their samples on our website, feel free to email us if there's a specific product you'd like to try, and we'll do our best to accommodate your request. Please note that some of our smaller, niche brands don’t provide samples due to high production costs, but we always strive to offer them whenever possible.

Each product page includes a comprehensive list of ingredients. We recommend reviewing this list to ensure the product doesn’t contain any ingredients you're sensitive to. While we provide detailed ingredient information, please note that we cannot guarantee a completely allergy-free environment.

To ensure a safe experience, we strongly suggest conducting a patch test with a product sample on your arm before applying it to your face. We also recommend taking advantage of our sample service when trying new products. It's often necessary to explore how a product works for you personally, which is why patch testing and gradually introducing new items into your routine is crucial. On every product page, we provide a detailed list of ingredients, and we advise reviewing them carefully before making a purchase. If you have any questions or need assistance, don’t hesitate to reach out to us at hello@mykleane.com.

We accept Visa and Mastercard.

We're currently working on launching the Cash on Delivery (COD) option for orders delivered to the UAE and hope to offer it soon. Thank you for your patience!

Your security is our top priority. We work with Telr, a payment processor that adheres to strict policies and procedures to ensure the safety of credit, debit, and cash card transactions, protecting cardholders from the misuse of personal information. You can rest assured that Telr does not store any of your credit card details.

At Kleanē, we prioritize the security of your online transactions by using Secure Sockets Layer (SSL) authentication, a widely recognized industry standard. This ensures the confidentiality of your data by encrypting the information you send, protecting it from potential interception by third parties.

For your security, we never display your full credit card number after it's entered. Only the last four digits will be visible for verification purposes.

We also encourage you to take steps to protect your privacy. Please keep your password confidential and avoid sharing it in response to unsolicited phone calls or emails.

When you shop with Kleanē, you’ll need to provide details such as your billing address, phone number, delivery address, and credit card information. By completing a purchase, you automatically become a registered user with us. 

You have the option to save your payment information, including credit card details and addresses, in your account for easier future transactions. You can manage these details securely through your account dashboard using your registration password. 

If you need assistance with anything related to your account, please reach out to us at hello@mykelane.com.

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This is an example of a response that you might give. It's good to be as thorough as possible in responses as that has a tendency to improve trust overall.

This is an example of a response that you might give. It's good to be as thorough as possible in responses as that has a tendency to improve trust overall.