Customer Service – Tranquila

Customer Service

Terms and Conditions

  • TRANQUILA FZ LLC” maintains the Website ("Site").
  • “United Arab of Emirates is our country of domicile” and stipulate that the governing law is the local law.
  • ‘’Visa or MasterCard debit and credit cards in AED will be accepted for payment’’
  • ‘’We will not trade with or provide any services to OFAC and sanctioned countries’’
  • ‘’Customer using the website who are Minor /under the age of 18 shall not register as a User of the website and shall not transact on or use the website’’
  • ‘’Cardholder must retain a copy of transaction records and Merchant policies and rules’’
  • ‘’User is responsible for maintaining the confidentiality of his account’’


Privacy Policy

  • ‘‘All credit/debit cards’ details and personally identifiable information will NOT be stored, sold, shared, rented or leased to any third parties’’
  • ‘’ TRANQUILA FZ LLC will not pass any debit/credit card details to third parties’’
  • ‘’ TRANQUILA FZ LLC takes appropriate steps to ensure data privacy and security including through various hardware and software methodologies. However, ( cannot guarantee the security of any information that is disclosed online’’
  • TRANQUILA FZ LLC is not responsible for the privacy policies of websites to which it links. If you provide any information to such third parties different rules regarding the collection and use of your personal information may apply. You should contact these entities directly if you have any questions about their use of the information that they collect.’’
  • “The Website Policies and Terms & Conditions may be changed or updated occasionally to meet the requirements and standards. Therefore, the Customers’ are encouraged to frequently visit these sections to be updated about the changes on the website. Modifications will be effective on the day they are posted”.


We may collect various information if you seek to place an order for a product to us on any of our Platforms.

We collect, process your data for processing your purchase on our Platforms and any possible later claims, and to provide you with our services. We may collect your title, name, gender, email address, postal address, delivery address (if different), telephone number, mobile number, fax number, payment details, payment card details or bank account details.

We also collect your device information including device IDs and any other personally identifiable information used to access Tranquila to enhance your user experience by making improvements to our Platforms to customize it to your preferences. This information is also used for fraud detection and prevention.

We will use the information you provide to enable us to process your orders and to provide you with the services and information offered through our Platforms and which you request. Further, we will use the information you provide to administer your account with us; handle returns and size change requests; verify and carry out financial transactions in relation to payments you make online, refunds and fraud detection and prevention; audit the downloading of data from our platforms; improve the layout and/or content of the pages of our platforms and customize them for users; identify visitors on our apps and website; carry out research on our users’ demographics; send you information we think you may find useful or which you have requested from us, including information about our products and services, provided you have indicated that you have not objected to being contacted for these purposes.

Subject to obtaining your consent we may contact you by email with details of other products and services. If you prefer not to receive any marketing communications from us, you can opt out at any time.

We may pass your name, phone number and address on to a third party in order to make delivery of the product to you (for example to our courier or supplier).

Your phone number and email address may be used for notifications regarding order status and announcements of the latest deals and campaigns.

We may use the information we collect to conduct customer service related analyses, train our Customer Service agents and to provide you with the right customer support so that you receive the best customer experience from TRANQUILA.

Payments that you make through our platforms will be processed by our agent. You must only submit to us or our Agent or the Site information, which is accurate and not misleading and you must keep it up to date and inform us of changes.

Your actual order details may be stored with us but for security reasons cannot be retrieved directly by us. However, you may access this information by logging into your account on any of our Platforms. Here you can view the details of your orders that have been completed, those which are open and those which are short to be dispatched and administer your address details, bank details and any newsletter to which you may have subscribed. You undertake to treat the personal access data confidentially and not make it available to unauthorized third parties. We cannot assume any liability for the misuse of passwords unless this misuse is our fault.


Legitimate Purpose

We may keep your information even after you have closed your account and are no longer availing our services to detect and prevent fraud, meet our legal/compliance/regulatory requirements, resolve any disputes and enforce our privacy policies and terms and conditions.


Credit Check and Fraud Prevention

We may use fraud prevention agencies (FPA) to help us make decisions as to whether to accept an order for products on our Platforms. A condensed guide as to how we, FPAs will use your information is detailed below. If you would like to see more information about this, or the agencies we use, please contact us.

We will use your data in the following ways:

We will search at FPAs for information on those placing orders for products on our platforms.

We will use the information provided to us by FPAs to help make decisions about all those placing orders for products on our Platforms.

If you give us false or inaccurate information and we identify fraud, details may be passed to FPAs. (And we have the right to not process the orders).

Other uses of your personal info we may also send you other information about us, our Platforms, our other websites, our products, sales promotions, our newsletters, anything relating to other companies in our group or our business partners.

If you would prefer not to receive any of this additional information as detailed in this paragraph (or any part of it) please click the ‘unsubscribe’ link in an email that we send to you or send a communication to us via the Contact Us form available on each article within the Help Center, asking us to unsubscribe you from that particular email. Within 7 working days (days which are neither a Friday nor Saturday or (ii) a public holiday anywhere in The United Arab Emirates) of receipt of your instruction, we will cease to send you information as requested. If your instruction is unclear, we will contact you for clarification.

Please note that we will continue to share service level communication with you, even if you opt out of receiving additional information from us. Our service level communication enables us to fulfill our promise to you by communicating your order confirmation, shipment messages etc.

We may further anonymize data about users on our platforms generally and use it for various purposes, including ascertaining the general location of the users and usage of certain aspects of the apps or Site or a link contained in an email to those registered to receive them, .



For any competition, we use the data to notify the winners and advertise our offers. You can find more details where applicable in our participation terms for the respective competition.


Third Parties and Links

We may share collected personally identifying information (including email addresses) with other companies in our group and for commercial purposes - such as advertising. We may also pass your details to our agents and subcontractors to help us with any of our uses of your data set out in our Privacy Policy. For example, we may use third parties to assist us with delivering products to you, to help us to collect payments from you, to analyze data, and to provide us with marketing or customer service assistance. We may exchange information with third parties for the purposes of fraud protection and credit risk reduction. We may transfer our databases containing your personal information if we sell our business or part of it.

We also target our ads and other marketing content to you while you are on our Platforms based on the information we have on you, your browsing history on TRANQUILA and your previous transactions with TRANQUILA.

Other than as set out in this Privacy Policy, we shall NOT sell or disclose your personal data to third parties without obtaining your prior consent unless this is necessary for the purposes set out in this Privacy Policy or unless we are required to do so by law.


Use of Facebook Social Plugins

Our Platforms use social plugins (“plugins”) provided by the social network, operated by Facebook Inc., 1601 S. California Avenue, Palo Alto, CA 94304, USA (“Facebook”). The plugins are identifiable by a Facebook logo or the notice “Facebook Social Plugin”. For a full list of all social plugins and their appearance please see

When you visit a page of our platforms that contains a social plugin, your browser establishes a direct connection to Facebook servers. Facebook directly transfers the plugin content to your browser, which embeds the latter into the website, enabling Facebook to receive information about your having accessed the respective page of the relevant platform. For this purpose, the internet address of the visited site (your IP address included) is transferred to a USA-based Facebook server where the data are stored. This occurs even if you do not have a Facebook account or are not logged into Facebook at the time.

If you are logged into Facebook, your visit can be assigned to your Facebook account. If you interact with the plugins, for example by clicking “Like”, or entering a comment, the corresponding information is transmitted from your browser directly to Facebook and stored by it. The information can also be published on Facebook and shown to your Facebook friends.

If you are a Facebook member and do not want Facebook to connect the data concerning your visit to our platforms with your member data already stored by Facebook, please log off Facebook before entering our Platforms. You can also block Facebook social Plugins by using add-ons for your browser, like the “Facebook Blocker”.

For information on the purpose and scope of data collection by Facebook and how it is processed and used, as well as your rights in this respect and settings options for protecting your privacy, please visit Facebook’s privacy policy.


Customer Declaration of Consent

I voluntarily and expressly consent to TRANQUILA's collection, use, sharing, processing and retention of my data in the manner set out herein above.


Shipping Policy

  1. Delivery Costs.The costs of delivery will be as displayed to you on our Site.
  2. Delivery Date.This information will be displayed to you on our Site.
  3. Delivery Delays:
    1. if our supply of the product is delayed by an event outside of our control, then we will contact you as soon as possible to let you know and we will take steps to minimize the effect of the delay;
    2. if no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will notify you of how to rearrange delivery or collect the product;
    3. if you do not collect the product from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot, we will contact you for further instructions. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection, we will cancel your order.
  4. ID Requirement upon Delivery.We may, at our sole discretion, make any inquiry we deem necessary to verify your identity and/or ownership of your financial instruments by requesting that you provide us with further information or documentation, including, but not limited to requesting a form of identification and/or credit card. If we are unable to verify or authenticate any information you provide, we have the right to refuse delivery and cancel the order.
  5. Title to Products.A product will be considered owned by you and your responsibility from the time we deliver the product to the delivery address and you have paid for the product.
  6. We will issue an electronic invoice for your purchase and send such invoice to the email address you provided to us.
  7. Shipment will be done by Express courier


We ship worldwide. Please allow 1-2 business day for orders to be processed. Tracking information is automatically sent to the email address you provide at checkout.

If you do not receive the tracking information within 1-2 business day, please check your spam folder.


Deliveries charges are as mentioned below:

- UAE: 

  * Delivery Time1 to 3 working days

  * Delivery Charges: 

      1- Free above AED 200

      2- AED 10 on all orders below AED 200


- KSA: 

  * Delivery Time: 2 to 4 working days

  * Delivery Charges: 

      1- Free above AED 350

      2- AED 35 on all orders below AED 350


- Kuwait

  * Delivery Time: 3 to 5 working days

  * Delivery Charges: 

      1- Free above AED 350

      2- AED 35 on all orders below AED 350


- Jordan, Lebanon, Bahrain

  * Delivery Time: 3 to 6 working days

  * Delivery Charges: 

      1- Free above AED 350

      2- AED 35 on all orders below AED 350

  * Payment Options: ONLINE CREDIT  / DEBIT CARD

- WorldWide

  * Delivery Time: 3 to 7 working days

  * Delivery Charges: 

      1- Free above AED 750

      2- AED 75 on all orders below AED 750

  * Payment Options: ONLINE CREDIT  / DEBIT CARD


Cancellation Policy

  1. Cancelling Order: You may cancel your order immediately prior to shipping for any reason.
  2. Our Cancellation: We may cancel your order(s) if:
    1. you do not make any payment to us when it is due;
    2. you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products; or
    3. you do not, within a reasonable time, allow us to deliver the products to you or collect them from us;
    4. refunds will be made back to the payment solution used initially by the customer. Please allow for up to 45 days for the refund transfer to be completed


Payment Methods

CREDIT / DEBIT CARDS: We accept all VISA and MasterCard

All your card payments are processed through encrypted and compliant payment processors. We do not store any of your credit card information.


CASH ON DELIVERY: This payment method is only available in United Arab Emirates, Saudi Arabia and Kuwait only.

Cash payment orders will be charged as follow:


Saudi Arabia and Kuwait: AED 18

Please have the exact amount available for the courier. It will save you time.

Select your preferred payment method on the checkout page to complete your order.


Custom Duties & Taxes

  • No custom duties or taxes within UAE
  • Outside UAE
    • For most shipments, customs/import duties are applied once the parcel reaches its destination country.
    • Customs duties and any handling charges vary from country to country and are usually implemented when the order reaches its destination country.
    • Unfortunately, we have no control over these charges, so they will have to be borne by you once your parcel reaches your country.
    • Customs duties and taxes are non-refundable once charged. If you refuse delivery, unfortunately, we will have to deduct that cost from the refund amount, since the courier will have already paid the charge on your behalf.



In order to provide you the hassle-free shopping experience.

We offer free exchanges within UAE only. This means that if you place an order and you are not satisfied by the products received, you can exchange your item free of charge – we cover the return shipping fees and you can shop another item of the same value from our website.

For other countries, Exchanges are accepted at the cost of the customer. The customer in this case will ship back the item with any courier company of their choice mentioning the order number to: “SHIPA Al Suhail Ship Services,
176, Drydocks Street

G Floor

Al Jadaf - 326, Ras Al Khor, Dubai

40R CN 31984 89410 “

This will give you the opportunity to choose the size that suits you or to order another item of your choice.

How to request exchange: Within 7 days of receiving your order, you need to send an email at with your order number, mentioning the items you wish to exchange.

Please make sure following exchange policy guidelines are met:

  • Items are packaged back in original packaging with labels and tags on.
  • Items must be unworn & unwashed (no distinct odors, blemishes, signs of wear etc.)
  • We cannot accept exchange on, underwear or socks for hygiene reasons.

We will process the exchange once the items are received in our Warehouse and they meet the exchange policy guidelines.



TRANQUILA aims to give you the ultimate shopping experience. If for any reason you are not satisfied and would like to return your purchase, please email us at with following details:

  • Order Number.
  • Reason of return or refund.

Please make sure following return policy guidelines are met:

  • Items are packaged back in original packaging with labels and tags on.
  • Items must be unworn & unwashed (no distinct odors, blemishes, signs of wear etc.)
  • We cannot accept returns for underwear or socks for hygiene reasons.

Returns are accepted at the cost of the customer. The customer in this case will ship back the item with any courier company of their choice mentioning the order number to:

“SHIPA Al Suhail Ship Services,
176, Drydocks Street

G Floor

Al Jadaf - 326, Ras Al Khor, Dubai

Landline: +971 800 74472

If you would like to return any of your purchases then please follow the instructions below:

  1. Send an email to within 7 days of receiving your order.
  2. We will issue you the refund once the items are received in our Warehouse and they meet the returns policy guidelines.


Sale Item Returns: Unfortunately, we will not be able to offer returns for items bought on SALE and provide refund for them.


Refund Method

Cash on Delivery Orders: Cash-on-delivery orders are not eligible for refunds, a store credit of equal value will be reserved instead.

Online Paid Orders: Online paid orders will be refunded to the original debit/credit card used to make the transaction. Please allow for up to 45 days for the refund transfer to be completed