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Kuwait Customers - FAQs
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.
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
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 have been any delays to your order delivery. Please send an email with 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. The accepted forms of ID include Identity Card, Driver’s 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. We charge a delivery fee of 4 KWD per Fulfilment order for deliveries in Kuwait. Please contact our customer service care@dubaistore.com for more specific details about delivery fees
Q. Which areas do you deliver to?
A. DubaiStore currently delivers across Kuwait.
To get accurate and up-to-date information about the delivery areas in Kuwait, kindly refer to the to drop down list from the address page.
Q. Can I collect my order instead of delivery?
A. it is not currently possible to collect your order instead of delivery.
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.
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.
Q. How can I get a copy of my invoice?
A. We normally send an AWB (Air Way Bill) with every order by email after the order is delivered 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. Invoice link will be available for every order once the order is 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. The delivery time will be displayed during checkout after you have selected the address for delivery.
Please note that this is an estimated delivery time and delays may occur due to unforeseen circumstances such as customs issues, weather conditions, or other factors outside of our control.
If you would like more specific information on the expected delivery time for your order, we recommend contacting DubaiStore's customer service who can assist you further.
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 request within three days from the date of delivery for wrong item. It will be reviewed by our team for further action.
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 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 workplace or by a family member / housekeeper if to a residential address. However, in some case 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 fulfilled 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. If the order is in Shipped status, the customer cannot cancel the order and shipping charges will be deducted. 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 is Online Card Payment.
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 an 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 by using the following payment methods while checkout:
Credit Card Online: Pay online using your credit card through our 3D double-secure payment gateway.
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 credit card online.
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 accept American Express.
Q. Is the information I enter encrypted?
A. Yes, we encrypt all credit / debit card or payment information using 128-bit encryption programs.
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.com does not offer any warranty for the products sold on their platform in Kuwait.
Q. Can I submit return request?
A. Unfortunately all the products are non-returnable.
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 definitely look into it.
Q. I sent you an 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 receive emails.
Q. What are the website languages and currencies?
A. DubaiStore is available in English and Arabic language and the products are sold in Kuwaiti Dinar. To change the website language, click on the language option available in the website header.