Terms and Conditions

September 2017

By accessing the Site, you confirm your understanding of the Terms and Conditions. If you do not agree to these Terms and Conditions of use, you shall not use this website. If you are dissatisfied with the Site or with any terms, conditions, rules, policies, guidelines, or practices in operating the Site, your sole and exclusive remedy is to discontinue using the Site.

The Site reserves the right, to change, modify, add, or remove portions of these Terms and Conditions of use at any time. Changes will be effective when posted on the Site with no other notice provided. Please check these Terms and Conditions of use regularly for updates. Your continued use of the Site following the posting of changes to these Terms and Conditions of use constitutes your acceptance of those changes.

Use of the site

You are either at least 18 years of age or are accessing the Site under the supervision of a parent or legal guardian.

We grant you a non-transferable and revocable license to use the Site, under the Terms and Conditions described, for the purpose of viewing Canella Hostal collections and information or shopping for personal items sold on the Site. Commercial use or use on behalf of any third party is prohibited, except as explicitly permitted by us in advance. Any breach of these Terms and Conditions shall result in the immediate revocation of the license granted in this paragraph without notice to you.

Content provided on this site is solely for informational purposes

Certain services and related features that may be made available on the Site may require registration or subscription. Should you choose to register or subscribe for any such services or related features, you agree to provide accurate and current information about yourself, and to promptly update such information if there are any changes. Every user of the Site is solely responsible for keeping passwords and other account identifiers safe and secure. The account owner is entirely responsible for all activities that occur under such password or account. Furthermore, you must notify us of any unauthorized use of your password or account. The Site shall not be responsible or liable, directly or indirectly, in any way for any loss or damage of any kind incurred as a result of, or in connection with, your failure to comply with this section. During the registration process you agree to receive promotional emails from the Site. You can subsequently opt out of receiving such promotional e-mails by clicking on the link at the bottom of any promotional email.

Acceptance of orders

Please note that there are cases when an order cannot be processed for various reasons. The Site reserves the right to refuse or cancel any order for any reason at any given time. You may be asked to provide additional verifications or information, including but not limited to phone number and address, before we accept the order.

Trade Marks & Copyrights

All intellectual property rights, whether registered or unregistered, in the Site, information content on the Site and all the website design, including, but not limited to, text, graphics, software, photos, video, music, sound, and their selection and arrangement, and all software compilations, underlying source code and software shall remain our property. All rights are reserved.

Online shopping

When you find an item you wish to purchase, simply select your size (there is a size guide for every item) and the quantity, then click ‘Add to bag’. You can continue shopping and add more items to your bag, or you can proceed to checkout.

Our checkout process is quick and straightforward. No matter how many items you have in your shopping bag you only need to checkout once. We ship in the GCC, with services FETCHR.

Once you have placed your order you will receive an e-mail acknowledgement before we initiate our validation process. Your order will then be shipped directly to you.
Certain items that are highly popular can sometimes run out of stock. Unfortunately we will not be able to provide timelines for when a specific item will be available again. As stocks continuously change and new products are always being added, please continue to check in to see if we have restocked your desired item or another style like it


We are determined to provide the most accurate pricing information on the Site to our users; however, errors may still occur, such as cases when the price of an item is not displayed correctly on the website. As such, we reserve the right to refuse or cancel any order. In the event that an item is mispriced, we may, at our own discretion, either contact you for instructions or cancel your order

Shopping at Pôlette Concept Store

Can I come and try on the items before I buy them
Yes, you are welcome to visit Pôlette Concept Store in Citywalk 2 where Canella Hostal collections are stocked. Location map


Canella Hostal offers absolutely free shipping to all of our GCC customers. 

Deliveries will be made through our GCC partner FETCHR.

UAE Delivery time: 2 working days

Other GCC Countries: 3 working days

For any other countries, shipment is at the customer own expense.

As every order is unique, shipping costs will vary depending on the size, weight and destination of your chosen items.

Duties & Taxes

We include the cost of taxes and duties in your order, so you won’t need to pay any additional fees.

Shipping Times

Delivery is within 2-7 days

Orders are delivered saturday to thursday between 9am and 5pm.

For last minute purchases, Express delivery is available to most destinations.

Same Day delivery is offered in select cities.


Order tracking

After placing an order, you will receive an email from us containing all the details of your purchase. We may also be in touch if we need further information.
Depending on your location, delivery will normally take 2-7 business days from dispatch. We’ll be sure to keep you updated with tracking information and an estimated arrival date.

Cancelling an order

As your purchase will be prepared quickly for dispatch, please contact customerservice@canellahostal.com as soon as possible to cancel or make any changes to an order.


At the time of delivery, the courier will be asking for an identification for security purposes. Only government issued IDs will be accepted. (e.g. Emirates ID, UAE issued Driving License and Passport).


Our current method of payment is cash on delivery or by cash & credit card at Pôlette Concept Store Citywalk Dubai.

Exchange & Returns

Please note, that we can only exchange items for a different size and only within 8 days after you have received your goods.
Please contact customerservice@canellahostal.com, who will issue you a Return Number (RN). In doing so please specify the new size you require.
If you wish to exchange your item for an alternative style or an item of a different category we suggest that you return it, receive a refund and purchase the new item separately.

Returns Policy

Returned items must comply with our returns policy:

We are pleased to offer a free returns collection service to all customers only for items that are faulty.


-  Returns & refund will not be accepted if you do not notify us within 8 days after receipt of your item. 

-  Returns & refund will not be accepted If your item is not shipped back to us within 2 business days after the tracking number has been sent to you. 

-  Returns for items which were ordered at the wrong size is at your charge.

-  Returns to exchange for a different item than the one you initially ordered is at your charge.

-  Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included.

-  If an item has a brand tag attached, it must be returned with the tag in its original position.

-  Please take care when trying on your purchase and return them in the same condition you received it.

-  Any returns that do not meet our policy will not be accepted therefore will not be refunded.

Faulty items

It is our aim that every item arrives in great condition and we hope you’re always thrilled with your purchase.
If you receive an item in a flawed or damaged condition, please advise customerservice@canellahostal.com as soon as possible.
Where possible we will arrange for a new replacement to be sent to you or a return for a full refund of the defective item. We will inform our courier to pick up the item from his doorstep within 2 working days.

Return process

Contact customerservice@canellahostal.com
- Provide us with the item name and item code
- Attach a photo of the item showing where the fault is on the item.
- We will send you a collection confirmation email with all the details you’ll need to complete the return.
- Please note: We can only offer a free returns pick up from the same country your order was delivered to.
- Your returned item must arrive no later than 8 days after your delivery date.
- We recommend that you quickly book your return pick-up to ensure that it arrives back to us within 8 days.
- Prepare your package with the documents enclosed in your order.>
- Place the item(s) with all the original packaging inside the Canella Hostal box and leave it open for the courier to check the contents.
- Attach the Return Label (shipping waybill) and a signed Return Note to the outside of your box and hand the courier the spare copies of both documents.
- Domestic returns within the UAE can be conveniently dropped off at Pôlette Concept Store Citywalk.

Please contact our Customer Service team for assistance.


Once your return has been received and accepted, your refund will be completed via the original payment method, excluding the delivery costs. If you choose to, we can issue your refund as credit; the amount will apply at checkout the next time you shop with us.

Terms and Conditions - Canella Hostal Online Boutique