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Frequently Asked Questions

ORDERS

Why is my order/item missing?

•       Please contact our friendly Customer Service Team for advice on +97143233220 or dxb@dxb.net or simply visit the contact us form on our website

 

Why is my order incomplete?

•       We might have sent you the items that were available first and then we will send you the remaining items in a second delivery. If you have not chosen this option please contact the customer care team for advice on +97143233220 or dxb@dxb.net or simply visit the contact us form on our website.

 

What do I do if my item is damaged?

•       Our team takes special care of each order to ensure your order reaches you in perfect condition. If by any chance you do receive a damaged item, please contact us on +97143233220 or dxb@dxb.net
Please note that a damaged item will not be returned if we are not notified within 48hrs from delivery.

 

What happens if an item is out of stock?

•       We will notify you at the time of check out if the item selected is not in stock.

•       In the rare circumstance where the order has been accepted and due to some reasons, we are not able to ship, we will notify you within 24 hours and the money will be returned to you in the same mode by which the payment was made within 10 working days. Some items (which are restocked regularly) and is temporarily out of stock may appear on display with an out of stock tag.

•       Alternatively, you may contact our Customer Service team who will try their hardest to find the same or an alternative item for you or give you an approximate time of when the item will be back in stock. You may contact us on +97143233220 or dxb@dxb.net or simply visit the contact us form on our website.

 

Why do we display products that are out of stock online?

•       We continue to show out of stock products online so that you have access to the product details or so that you can buy it at a later date when the item is back in stock. You may also select to be contacted when the item comes back in to stock.

 

What does my status mean?

•       Processing means your order has been confirmed and is now being prepared.

•       Shipped means your order has now left the warehouse, you will receive a notification confirming dispatch.

•       Delivered means your order has been delivered to the given shipping address.

•       Cancelled means your order has been cancelled either by you or us.

 

How are the products packaged?

•       Each of the individual products are securely packaged in bubble wrap and put into a bag or box. The box is sealed well ensuring a safe delivery to your doorstep.

•       We have recently added our Ugly gift-wrapping service for just AED 19. To know more click here.

 

 

 How do I know my order has been confirmed?

•       After checking out during the payment process, you will get a confirmation that your payment has been processed successfully. You will also get a mail in your registered email id, along with an SMS to your registered mobile number confirming the order.

 

How quickly can I return an item?

•      Our returns procedure is simple and easy if:

*       Product is unopened and still in its original condition and packaging you can return within 7 calendar days from the date of receipt. 

*       Product is damaged on arrival

*       Product received is different from what you’ve ordered

*       Product must be as new, not used, in re-sellable condition, in its original package as it was delivered to you

*       Package must include all items including accessories, manual, stickers, warranty card, etc.

•      Please click here to learn more our return process, terms & conditions.

•      Alternatively, you may contact us on on +97143233220 or dxb@dxb.net or simply visit the contact us form on our website.

 

What if I receive an item with manufacturing defect?

•      Our team work very hard to ensure our products are of the highest quality for you. You may contact us on +97143233220 or dxb@dxb.net or simply visit the contact us form on our website and we will be happy to help you solve the issue with your item.

 

RETURNS

 

What items are not eligible for return?

•       Products we can’t process for return are listed below: 

*       Personalized items

*       Items on sale

*       Electronic items where the original seal is broken

*       Items that are not in original condition and packaging (For example, it came in a sealed box or plastic packaging and this was removed, broken or torn)

*       Damaged items due to misuse, even if they are still under warranty period

*       Items that have been assembled, used, altered or installed, unless defective

*       Items that were sealed and require their hygienic levels to be intact from the manufacturer

*       Further exceptions are mentioned along with the product description.

 

DELIVERY

Do you ship regionally and internationally?

·         DXB.NET currently offers delivery in the UAE, regionally and internationally

How much do you charge for delivery / shipping?

•       Delivery within the UAE is free of charge for order above AED 50

•       We aim to deliver your items within 3-5 working days if items are available in stock. Else it will be as mentioned on the product while shopping.

•       We aim to deliver to all international addresses within 10 working days across all major countries. Shipping rates are determined by weight and location. Please review the shipping fees towards the end of the checkout process.

•       Delivery outside the UAE may be subject to local import duties, custom duties or taxes, which are your responsibility where they apply. Unfortunately we cannot advise you what these charges will be and DXB.NET is not responsible for them.

•       Additional legalisation and customs fees may be applicable outside the UAE and are to be paid by the consignee

•       The international shipping rates are calculated on checkout based on the weight and dimension of your order

How do I track my order?

•      You can track your order from your account page, once your order is shipped, you’ll receive a notification that you order is dispatched. You can also contact our Customer Service Team on +97143233220 or dxb@dxb.net or simply visit the contact us form on our website.

When will I receive my order?

•       We aim to deliver all items within 2 to 3 working days in the UAE, 5 to 10 working days in the GCC, 7 to 12 working days international shipments.

 

Can I ship different items in my order to different shipping addresses?

•       We can only process one shipping address per order. So, if you would like to order several items and ship to different people, please treat these as separate orders.  

 

PRICES & PAYMENTS

How do Gift Cards work?

•       Simply follow the link below and enter the required details. Once purchased, the gift card will be sent automatically as an email to the recipient or if you want, you can get the gift card sent to your email and can then forward it to the recipient. Gift Card are valid for 1 year only. You can purchase a gift card by clicking here.

 

How do I use my Gift Card?

•       You should have received a Gift Card code which you enter in the correct field on the Shopping Cart page.

•       Gift vouchers must be redeemed within 1 year of purchase. At the end of that 1-year period the voucher (and any credit remaining on it) will expire.

•       Gift vouchers cannot be set off against products that have already been paid for. If the value of the order exceeds the value of a gift voucher, the balance must be paid by credit or debit card.

•       Vouchers can only be used for in-stock products and not for pre-ordered Products. Vouchers cannot be used to purchase products, which are already subject to other promotional offers.

 

How do I use promotional voucher/ code?

•       If you have received a promotional voucher or code, only one such promotional voucher / code can be redeemed per order.

•       Promotional voucher codes are issued at our discretion and we reserve the right to cancel promotional voucher codes at any time without notice or reason.

•       Only one promotional voucher code can be redeemed against any single order. If there is an unused balance of discount or credit remaining on the promotional voucher code, that balance will be extinguished and cannot be redeemed with any other orders.

•       Promotional voucher / codes cannot be re-used, they are non transferable and may not be used in conjunction with any other offer, discount or promotion.

•       The issuing of promotional voucher / codes may be restricted (for example, one per email address).

DXB.NET promotional voucher / codes cannot be used to purchase DXB.NET gift vouchers.

 

How can I pay?

•       We offer an easy-to-navigate and secure site that provides easy and secure payment solutions to cater for all your needs.

Credit Cards:we use the most secure payment gateway to offer you a fast, safe and secure way of paying using either your Mastercard, Visa or AMEX.

Cash on Delivery:only in the UAE, you may also pay our driver / courier person upon delivery and accepting the goods. He will hand you a payment receipt along with your invoice.

COD payments are accepted for orders with total invoice value less than or equal to AED 3000

 What's the minimum order value required to place an order?

•       To place an order, a minimum order value of AED 29 or more is required.

Are there any other hidden charges / taxes?

•       You will get the final price during check out. Our prices are all inclusive and you need not pay anything extra unless shipment is outside the UAE.

 

MY ACCOUNT

 

How can I change my email, home address or password?

•       Log into your dxb.net account. When clicking on My Details or Shipping addresses you will be given the option to update your account details and then press Save.

 

I’ve forgotten my password how do I access my account?

•      When you log in, you may follow the Forgot Your Password link or you may also contact the Customer Service Team on +97143233220 or dxb@dxb.net or simply visit the contact us form on our website. They will send you a system generated password.

 

How do I opt out of marketing emails?

•       You may contact the Customer Service Team on +97143233220 or dxb@dxb.net or simply visit the contact us form on our website. They will do the needful to remove you from the mailing list.

 

How can I view my purchase history?

•       If you want to check and see what lovely items you’ve bought in the past all you have to do is Sign In to your account. Once signed in you will be able to see your purchase history by clicking on My Orders.

 

Is it mandatory to register before placing an order?

•       Yes, it is mandatory to register with us using your email Id and mobile number. When you register with us, you can receive timely offers and also to maintain your Wishlist and account & address details.