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UAE Customers - FAQs
ABOUT DUBAISTORE
Q. What is DubaiStore.com?
A. DubaiStore is an online marketplace initiative by the Department of Dubai Economy and Tourism. Any business that has a trade license issued by the Dubai Economy and Tourism can join the platform to sell their products.
Q. Who owns/sells the products on DubaiStore?
A. DubaiStore is a platform where any business with a trade license issued by the Department of Dubai Economy and Tourism, can list and sell their products.
COMMUNICATION CENTER
Q. The merchant is not replying to my messages in the message center
A. Merchants on DubaiStore are expected to reply to their messages within 24 hours. In case there has been a delay, please get in touch with DubaiStore customer service on care@dubaistore.com
Q. The merchant was not professional in their communication in the communication center
A. Merchants are expected to adhere to our strict policy of professional conduct and language. Please report any case of misconduct to DubaiStore customer service on care@dubaistore.com
DELIVERY
Q. The driver did not show up on the promised delivery date, although I received an "out for delivery" message
A. We apologize if there has been any delays to your order delivery. Please send an email with the your order number to our customer service email address care@dubaistore.com so we can assist you further in resolving the issue.
Q. What do I have to present at the time of delivery?
A. At the time of delivery the DubaiStore courier might request a proof of ID on orders over 3,000 AED. The accepted forms of ID include Emirates ID, Drivers License or Passport.
Q. Will I receive a confirmation phone call before delivery happens?
A. We’ll notify you about the status of your order via SMS and email. We’ll only call you if any of the information provided by you needs additional verification.
Q. How much do you charge for delivery?
A. Our delivery charge is 10 AED per order
Q. Which areas do you deliver to?
A. DubaiStore delivers to all Emirates across UAE, excluding areas that are far from main city locations.
Q. Can I collect my order instead of delivery?
A. Currently we only deliver within the emirate of Dubai, UAE. We will be expanding our delivery network to other emirates soon.
MERCHANTS
Q. Are your merchants trusted? Are they individuals or registered companies?
A. All merchants on DubaiStore are Dubai-based companies with a trade license from Dubai Economy and Tourism. This is a main condition to be a merchant on our platform which helps guarantee that merchants and customers are all protected under the laws and regulations of the Dubai Economy and Tourism and the Consumer Rights Department.
MY ACCOUNT
Q. How can I reset my password?
A. If you have forgotten your password:
1- Visit our login page
2- Click on "Forgot My Password"
3- Type in your email address
4- We will send you a password reset link to your email.
5- Click on the URL in your email and you will be redirected to a password reset page to type in your new password.
If you know your password and want to change it, login to your account and go to "My Profile" page. Click on "Change Password" and follow the steps.
Q. I am resetting my password but I did not receive the password reset email?
A. If you are resetting your DubaiStore account password you should receive an email with a link to reset your password. If you did not receive the password reset email, check your junk folder. You can visit the reset page again and try again. if the problem continues, please send us an email to care@dubaistore.com so we can resolve your issue.
Q. How do I set-up an account on DubaiStore?
A. To create a customer account, click on the "Register" link in the website header, fill up the registration form, and you're good to go.
Q. I am having an issue creating an account/logging in
A. We apologize if you are facing any technical issue on the website. Please notify our customer service team by sending an email to care@dubaistore.com so we can resolve your issue.
Q. Does DubaiStore save my credit card information?
A. We do not save your card information in our system. We use a highly secure payment gateway called Noqodi, a trusted payment gateway used by many government authorities in Dubai.
Q. How do I change information related to my account, profile or shipping address?
A. To change any information related to your DubaiStore profile:
1- Login to your DubaiStore account
2- Click on your Profile/Account menu located in the website header.
You will be able to view and change information related to your profile, shipping addresses and wish lists.
ORDERS
Q. How can I get a copy of my invoice?
A. We normally send an AWB (Air Way Bill) with every order containing brief information about the items being delivered and the address the items are being delivered to.
To get an electronic copy of your invoice:
- Login to your DubaiStore account.
- Go to your profile/account section.
- Click on “MY ORDERS” to view your order history.
- Click on the order you want to view its details
- Look for the Invoice link to download a PDF copy. The Invoice link will visible for download once the order status changes to DELIVERED.
Q. Why was my order delivered into more than one shipment?
A. Sometimes we may deliver your order in multiple shipments in cases such as:
1. Some items from the same merchant might have different preparation time. We will aim to combine and deliver them all at once. Sometimes an item might get delayed and our courier may deliver the ready items first.
2. Items are from different merchants. You may have ordered items from different merchants. We may deliver to you the items from each merchants separately.
You will always receive an email notification when each shipment is out for delivery.
Q. How long does it take to deliver an order?
A. Our delivery time ranges between same day and up to 6 business days, depending on the Emirate of the delivery. You can see the expected delivery time during your order checkout after you have selected the address you wish to ship to.
Q. How do I know when my order is accepted?
A. As soon as you place an order online, you will receive an email confirmation along with an SMS which will consist of your order details and order number.
We’ll continue to notify you via email and SMS on the progress of your order until it reaches you.
You can visit your order page to see a detailed timeline of your order progress.
Q. How do I know the status of my order?
A. You can easily track your order status. You will receive automated emails about your order progress, and you can track the order yourself through the following steps:
1- Log in to your DubaiStore account.
2- Go to your profile menu and click on the “My Orders” tab.
3- Find the order you wish to track, click on it to view a detailed timeline of your progress.
Q. I received the wrong item(s). What do I do?
A. In case you have received a wrong item, you can submit a return request. Once the request has been checked and approved by the merchant, we will immediately authorize your payment to be refunded to you.
Q. I received the order but some items are missing
A. You can communicate with the merchant by visiting the order page in your DubaiStore account to check on any missing items. In case you did not get clarification on your case, please send an email with the your order details to our customer service email address care@dubaistore.com so we can assist you further in resolving the issue.
Q. I didn’t get an order confirmation email/order shipped email?
A. Normally a confirmation email is sent with every new order. IN case you have not received the email, it could be due to a system error. You can visit your orders section in your DubaiStore account to check the order details. In case you have not found the order in your orders section, please send an email to our customer service email address care@dubaistore.com so we can assist you further in resolving the issue.
Q. The item I want is OUT OF STOCK. What should I do and how often do you restock?
A. If an item on the site is showing as Out Of Stock this will be as a result of the product not currently being available from the merchant. DubaiStore receives regular stock updates from its merchants and we would recommend coming back to check the following week to see if the item has come back in stock.
Q. What is the wish list?
A. Like an item but want to save it for later? DubaiStore provides you with an option to add products to your wish list. You can add items to your wish list by clicking on the “Add to Wish list” link on a product description page. You can move items later from your wish list to your shopping cart.
Q. Can I book a preferred delivery time?
A. At this point we are unable to provide preferred delivery times but we will be looking at this in the future. We will let you know on the morning of delivery by eMail and SMS that your order is due to be dispatched and when your address is the next stop we will send you an SMS to let you know.
Q. Do you deliver to multiple addresses?
A. We are only able to deliver to a single address for each order. You can add multiple addresses to your account in your profile so that you can select a preferred address to receive your orders at, whether that is at home or work.
Q. Can someone else receive an order on my behalf?
A. Deliveries can be accepted on your behalf by a receptionist in the work place or by a family member / housekeeper if to a residential address. However, if your order is more than 3,000 AED then a proof of ID by the recipient will be required.
Q. Can I place an order for a product that is out of stock?
A. When a product is out of stock you will not be able to add the item to your basket. Merchants are regularly updating their stock availability so we would recommend coming back and checking in a few days to see whether it is back in stock.
Q. Can I place an order without registering an account with DubaiStore?
A. In order to place an order on DubaiStore you will need to have a registered account, which is a very quick and simple process to set up.
Q. Why was my order or one of the item(s) cancelled?
A. If the item(s) are unable to be fulfiled by a merchant then the item(s) from your order will be cancelled. We apologize if this is the case and are constantly working with our merchants to ensure their products are available.
Q. I want to cancel my order (whole/partial)
A. You can cancel your order as long as it has not been prepared by the merchant yet. Visit your order page in your orders section, if you did not find a cancel button next to the item, this means that the merchant has already prepared your order. In this case you have to wait for the order to be delivered to you, then you can submit a return request. You can also try to contact our customer service email address on care@dubaistore.com to check the possibility of cancelling the items before they are shipped to you.
Q. After I cancel my order do I need to contact anyone?
A. Once the item or order is cancelled, you will be getting an email notification from our end with the details. It is not required for you to contact anyone.
Q. One of the items is showing as cancelled for my order. What happens to the amount I paid for placing it?
A. If you have placed an order using a debit/credit card, your card issuing bank reserves the entire amount transacted for the same. The Bank releases the payment to us only for those products which are actually shipped for delivery.
You would definitely get an SMS from the bank as soon as the order is placed with full amount deduction. However, that amount is only held for authorization and the actual deduction would reflect on the card/account statement once the order is shipped out.
In case of a partial or entire order cancellation before the dispatch/shipping, your card issuing bank does not release the money to us for the cancelled item(s) and, in this case, the bank may take some time (generally 24-48 working hours) to reflect the actual amount deducted from your card/bank account. For more information, you may reach out or make a correspondence call with your issuing bank.
Q. Can I change my delivery address after placing an order?
A. If you want to change the delivery address for an order that you have submitted, please get in touch with the DubaiStore customer service on care@dubaistore.com.
Q. Can I change my delivery date/time?
A. If you want to change the delivery date/time of an order that you have submitted, please get in touch with the DubaiStore customer service on care@dubaistore.com.
Q. Can I pay by card on delivery?
A. At the moment we do not have this payment facility. The current payment options you can use while shopping at DubaiStore are Cash on Delivery (COD) and Online Card Payment.
PAYMENTS
Q. I am having a problem with my payment when submitting an order
A. There are multiple reasons why a payment might fail during checkout. Sometimes the issue is related to the card being used, in this case you can get in touch with your issuing bank.
If you can't determine the nature of the issue or if it is related to our system, please send an email with the error details, if possible supported by a screenshot, to our customer service email address care@dubaistore.com so we can assist you further in resolving the issue.
Q. I received an order confirmation but my credit card was not debited
A. It is possible that this could be due to either your card or to an issue with our system. Please send an email with the error details, if possible supported by a screenshot, to our customer service email address care@dubaistore.com so we can assist you further in resolving the issue.
Q. What do I do if my credit card was double charged?
A. For any issues regarding to your payment, please send and email to our customer service email address care@dubaistore.com so we can assist you further in resolving the issue.
Q. How can I pay for my order?
A. You can pay using any of the following payment methods during checkout:
Cash on Delivery: Pay cash when the product is delivered to your doorstep. There is a AED 10 fee per merchant shipment for this option. Limit for COD orders is AED 5000.
Credit Card Online: Pay online using your credit card through our 3D double-secure payment gateway.
Noqodi Wallet: Pay online using the Noqodi Digital Wallet. Visit our Wallet Top-up help page for more information on how you can add funds to your wallet.
Q. Is there any fee for using the Cash-on-Delivery payment option?
A. If you use the cash on delivery payment method to pay for your order, there will be a fee of AED 10 per merchant shipment.
For example, if your order contains products from one merchant only, your COD fee is AED 10. If your order contains products from two merchants, the COD fee will be AED 20…
Please note that there is a AED 5000 order value limit when using the cash-on-delivery payment method.
Q. Can I pay with Apple Pay?
A. At the moment we do not have an Apple Pay payment option. You can currently pay by cash-on-delivery, credit card online or through Noqodi Digital Wallet.
Q. What cards do you accept for online payments?
A. Our payment gateway accepts almost all kinds of credit and debit cards. At present we do not currently accept American Express.
Q. Can I pay in monthly installments?
A. At the moment DubaiStore does not have installment options to pay for your orders. You can currently pay by cash-on-delivery, credit card online or through Noqodi wallet.
Q. Is the information I enter encrypted?
A. Yes, we encrypt all credit / debit card or payment information using 128 bit encryption programs.
Q. Are your prices inclusive of Value Added Tax (VAT)?
A. Yes all prices that are shown on the website are inclusive of VAT
Q. How Can I Top-Up My DubaiStore Digital Wallet?
A. Visit our Wallet Top-up help page for more information on how you can add funds to your wallet.
PRODUCTS
Q. How can I have more information about a certain product?
A. You can directly communicate with the merchant selling the product by using our communication center.
Follow the below steps:
1. Go to the product page you wish to inquire about on DubaiStore.
2. Click on the “Contact Merchant” link. You will find the link next to the merchant logo and name, near the image gallery.
3. Fill in your message, and press send.
The merchants are expected to reply within 24 hours. Once the merchant replies to your message, you will be notified by email. You can also visit your communication center to see the threads and replies by logging in to your DubaiStore account and visiting your Profile page.
If you had a delay in response, you can get in touch with our customer service by sending us an email to care@dubaistore.com or send us a message through our website.
Q. Why are there different prices and merchants for the same product?
A. DubiStore.com is a marketplace open for all businesses, registered with the Dubai Economy and Tourism in Dubai, to list and sell their products on the platform. It is very possible that you will find the same item being sold by several merchants.
Q. Are prices on the website inclusive of VAT?
A. All product prices on DubaiStore website are VAT inclusive. You can see the estimated VAT during the checkout process.
Q. What is DubaiStore.com's warranty policy?
A. DubaiStore is a marketplace platform, where the businesses that are registerd with the economic department of Dubai, can list and sell their products. DubaiStore does not sell any products of its own. Thus product warranties are provided by the merchants. You can see if a product has a warranty by visiting the product page you wish to buy.
You can also send a message to the merchant through the communication link available on the product page.
Q. I need more details about a product's warranty.
A. You can directly ask the merchant who is selling the product about the product warranty by sending them a message through your communication center.
Visit the product page you are interested in and click on the “CONTACT MERCHANT” link to submit your question.
We will send you an email when the merchant replies to your message. You can also view the merchant’s answer by visiting your Communication Center page. You can do that by logging in to your DubaiStore account, and visiting your profile section.
You can use the same thread in the Communication Center to send further questions to the merchant about the same product.
REFUNDS
Q. What is the status of my refund?
A. Normally once we authorize the refund, after a return request has been approved or after an order cancellation, the transfer is processed immediately. If you have originally paid for your order by card, It might take some time for your issuing bank to reflect your amount in your card. You can check with your bank to see if there has been any payment received to your card.
If you have paid for your order through cash-on-delivery, your refunded amount will be added to your wallet so you can use it in your next order on DubaiStore.
Q. My refunded amount is incorrect
A. For any issues regarding to your payment, please send and email to our customer service email address care@dubaistore.com so we can assist you further in resolving the issue.
Q. My refund has been approved, how and when can I get my money back?
A. For approved refunds, in cases of order cancellation or item return, the money will be refunded to your card or to your DubaiStore wallet, depending on the payment method you used when you have placed your order.
If you have paid for your order online by card, the money will be refunded to the card you used for the order payment. We will authorize the refund immediately once it is approved. The system of your issuing bank may take few days and up to 15 days to reflect the money back in your card.
If you have paid for your order through cash-on-delivery or using the Noqodi wallet, we will refund the money to your Noqodi wallet, which is our payment gateway wallet system. You can see and use this money credit during checkout for your future orders.
RETURNS
Q. The merchant did not approve my return request. What do I do if I want to escalate?
A. You can send an email to our customer service email address care@dubaistore.com mentioning your case details so we can assist you further with your matter.
Q. I received a wrong or damaged product, what can I do?
A. If you have received a damaged, defective or wrong product, you can submit a return request within 15 days from the day the product was delivered to you.
If the return request is approved, you will be refunded the amount you paid for the product.
Q. Can I exchange a product?
A. There is no direct exchange process. You can submit a return/refund request for a product you have sold, and place a new order for the other product you wish to buy.
Q. What is DubaiStore’s return policy?
A. We want you to be completely satisfied with your order. That’s why DubaiStore offers a 15-day return period from the day the product is delivered to you. You can submit a return request if the product is damaged, or if you have received the wrong product, or if you have changed your mind (as long as the product is still in its original packaging and all product tags are attached.
There are certain product types that are non-returnable. Please check our Return Policy page for more details.
Q. Will my VAT be refunded when my products are returned?
A. If a return is approved by the merchant then you will receive a refund for the value of the products ordered including VAT.
Q. Are there products that I am unable to return?
A. There are a number of types of product which are unable to be returned. Please check our Returns Policy page for more details.
Q. When will you pick up the products I want to return?
A. Once a merchant has approved your return request, you will be notified by eMail and SMS when the DubaiStore couriers have scheduled your return collection. We will also send an SMS when your address is the next location that our couriers will be arriving at.
WEBSITE
Q. I want to report an issue on the app/website
A. We welcome any feedback, good or bad, so we can always improve our service and platform. You can send an email to our customer service email address care@dubaistore.com and our team will definately look into it.
Q. I sent you and email/message through the website but no one replied
A. We do apologize if we have not replied to your message. Please send us an email to care@dubaistore.com and our team be in touch with you.
Q. What are merchants microsites, are they different than the marketplace pages?
A. Each merchant has a section within the DubaiStore website called "microsite" where you can see all the merchant’s products, company description, and reviews.
The products you see in the merchant’s microsite are the same products displayed in the DubaiStore marketplace.
Q. How can I view DubaiStore.com in Arabic?
A. At the moment the default setting for the DubaiStore site is English, however the site is available in Arabic as well which can be selected on the top right hand corner of the web site.
Q. How secure is shopping on DubaiStore?
A. Shopping on DubaiStore’s website is guaranteed to be 100% secure. All stored credit cards and payment details are encrypted with the highest levels of security before being transmitted. We follow the most stringent protocols to ensure that each of our customer’s data is protected.
Q. How can I remove myself from your mailing list?
A. If you wish to remove yourself from the DubaiStore mailing list then this can be done by clicking on Unsubscribe from the bottom of any one of the emails that you receive from DubaiStore. Any changes are updated overnight and you will then no longer recieve emails.
Q. What are the website languages and currencies?
A. DubaiStore is available in English and Arabic language and the products are sold in UAE Dirhams, AED. To change the website language, click on the language option available in the website header.