FAQS
Frequently asked question
1
I have received a wrong item
If you receive the wrong item, please arrange for the return of the item through the Order Details page, selecting "incorrect items received" as the return reason. Please note, the item must be returned in the same condition it was received in within 30 days of receipt for a full refund including, where applicable, original Order delivery charges, cash handling fees, taxes and any duties.
2
I have a missing item in my order
For any missing items in your order, please visit the Contact Us section and send us an e-mail with your order number and the missing item's name and number. Our team will look into your request and back to you in 2-3 business days.
3
How can I undo an order cancellation?
Cancellation requests are final. To receive the items, simply make a new order.
4
I placed an order as a gift and I want to make sure that price tags are removed and no invoice is included with the order.
For orders made in the UAE, invoices are not included with the order. For orders outside the UAE, the invoice is a mandatory part of the order due to customs and shipping, and cannot be removed.
5
I missed the delivery, how do I get the order reshipped?
For the UAE, if you have missed all 3 delivery attempts, please get in contact with us to rearrange your delivery.
6
How do I cancel my order?
You can cancel your order when your order status is set as Ordered, before it's shipped. To cancel, simply visit the Order Details page through My Account, and select the Cancel button. If the payment has already been deducted from your account, you will be refunded in 7-10 working days.
If you order has already been processed and shipped, please wait for delivery then schedule a return by selected the Return Items button on the Order Delivery page.
7
How do I track my order?
Tracking your order is very easy, simply visit My Orders under More on the app or My Account on desktop. You will see the status of your order as Ordered, Shipped or Delivered. You can also visit Track My Order, available on the app menu and the footer of the website.
8
How do I change my delivery address or scheduled delivery date?
Simply contact our Customer Care team to change your address or reschedule your delivery. However, if your order has been shipped or if you placed your order via PayPal, you will not be able to change your address. Please note, any address changes need to be within the original country of delivery.