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Frequently Asked Questions
FAQ
Your account
Creating an account is easy. You need to fill out your details on the Sign-up page and click on Create my account. Alternatively, you could sign in through your Facebook account or your Gmail account.
When you create your account, you create a password with it. To change your password, Sign In to your account and select Change password, to change your current password to a new one. If you have forgotten your password, click on Forgot your password? and you will receive reset instructions.
Since your email address is connected to your account details, it is not possible to change it. If you still want to change your email address, you will have to create a new account.
Sign in to your account and select Address book in Account overview, and add, update or delete as per your preference. Also, you can set your default delivery address here.
Of course, you can. We will, however, need a few important details from you such as your contact number and address to successfully process and deliver your order.
Orders
When you reach the Thank you for your order page where you can see all the details of your order, your order has been successfully placed. You will also receive a confirmation email saying that we have received your order.
When you log in to your account, click on Your account and then Your orders to see the status of your order.
If you have any doubts about your purchase, you can cancel the order only if it is still being processed by us. Call us on (04) 422-0027.
Some items sell faster than others, when you need to buy something which is out of stock, enter your email address in the text box where it says Item is currently out of stock and you will receive a notification as soon as the item is restocked.
Unfortunately, that will only happen if we are unable to verify your payment details due to technical difficulties or if the item is damaged at our end or is currently unavailable. If your order is canceled after you have already paid for it, a refund will be automatically processed. You can always get in touch with us on (04) 422-0027 for more clarity.
Payment
Online payment via Visa and Mastercard are accepted on the site.
We apologize for this inconvenience. Your order was canceled because we could not process your payment details. When placing a new order make sure:
- The card details you entered are correct. Such as your name or the expiry date.
- The security code (the three-digit number at the back of your card) is correct.
- Call us on (04) 422-0027 if you have any questions.
Returns and refunds
You can initiate a return within 7 days from the date of purchase provided the item meets the requirements of our return policy. You can visit our store to return your item and get a refund or exchange the item with another one in-store.
The item(s) should have its original invoice.
The item(s) needs to be in its original, sealed packaging, it should be unused and in perfect condition. It should have all its parts and accessories that came with it as well as its original paperwork.
A full refund will be processed via your original payment method.
Some electronics and other items may not be eligible for return.
The following items are non-refundable and cannot be exchanged:
- Items on special order or which have been customized to your requirements – paint, products sold per meter, or items cut as per your specifics for example.
- Items that are damaged or used and are no longer in a saleable condition.
- Items that have been installed or assembled.
- Delivery charges except if the item is damaged.
If the damage is visible upon receiving the item, refuse the delivery and call us on (04) 422-0027. If you find the item damaged upon opening the packaging, return it to the store as soon as possible.
You can return items purchased on promotion or as a package deal provided everything that came with the item is also returned with the original item.
For online and in-store purchases, the amount will be refunded via the original payment method. This will be done after we have received and checked the item(s) at our store.
Once the items are received and checked to be eligible for a refund, taking into account the bank processing time, the return should take approximately 2-3 weeks.
The amount on the original invoice will be refunded which includes VAT.
Delivery
We deliver all over Dubai.
Depending on the type of item to be delivered, delivery can take anywhere between 1-5 working days.
Delivery charges are AED 15 for all orders below AED 100.
Delivery is free for all orders above AED 100.
Deliveries in remote locations will take 3-5 days.
Yes, you will receive an email from us with details of our delivery partner. Our delivery partner will also be in touch with a tracking number and link showing you exactly where your order is.
