Frequently Asked Questions
I cannot complete my registration, what do I need to do?
Contact us, detailing the problem you have encountered. You can either email us on firstname.lastname@example.org or call us on +971 43 529 529 and our Customer Care will be happy to assist you.
Do I have to create an account to place an order?
No, you can place an order using a guest checkout without having an account. However, we strongly recommend creating an account on our website to make your shopping experience swift and simple. This will also help you enjoy special benefits as well as share ratings and review our products as per your experience.
How safe is it to use my Debit/Credit card or make an online payment on Shopkees?
All transactions at Shopkees Online are protected by SSL (Secure Sockets Layer) and Secure Data Encryption using a 1024-bit process. Any information you enter when transacting with shopkees is sent in a Secure Socket Layer (SSL) session and is encrypted to protect you against unintentional disclosure to third parties. This is an assurance that we follow the best security practices adopted by major online vendors, where all payments are processed in real-time, for your security and immediate peace of mind. You can tell if your browser is in secure mode at “Checkout”, by looking for the padlock icon at the bottom corner or at the end of the address bar of your browser window
What is your Online Return Policy?
If you are not satisfied with the product ordered or are disappointed with the product or service, we would like to know your feedback in order to be able to serve you better. We strongly believe in the quality of our products and wish for you to be completely satisfied with your purchase. However, on rare occasions where you may be unsatisfied with a purchase, please see our Returns and Refunds Policy for more information on online returns.
My shipping address and billing address may be different. Will that be a problem?
Not at all. You can choose to have a separate shipping and billing addresses. Our team will deliver the order to your shipping address.
Can I order a product that is "Out of Stock"?
Unfortunately, products listed as "Out of Stock" are not available for immediate sale. However, we can notify you as soon as the product is back in stock. Simply click on the product, once you are on the product page, you will see an option that says 'Notify Me' and enter your registered email address. We will send you a notification email as soon as the product is back in stock. Remember, this can only be done if you have a shopkees account and are signed in at the same time.
Why was my order payment rejected?
There are various reasons why this may have happened ranging from the validity of card/net banking details, insufficient funds in the account to technical difficulties. If you were recently issued a new card, some of the information may have changed. In that case, please confirm your credit card details and try again. Also, check that your name and address match the name and address on your current credit card.
Can I choose a specific date and time to collect a Shopkees order from the store?
We offer a 7-day window within which to collect the product from the store; this starts from the date the product has been made available in-store.
What payment types do you offer?
For Domestic orders: You can pay for purchases using Cash on Delivery, Debit, Credit card, or Bank transfer method.
For International Orders: You can pay for purchases using a credit/debit card or Bank transfer method only.
Would I be charged for availing of the COD option?
There's no specific charge to avail COD on any order.
How can I use a Gift Voucher/Promotional code on my order?
When you have clicked on the 'Checkout' button, you will be directed to a section where you can enter your Gift Voucher/Promotional code. Upon entering the code, the valid amount/offer will automatically be applied to your order. You can then proceed to checkout and pay the remaining amount using your chosen form of payment.
What if I receive an incomplete, incorrect or damaged order?
While we try our best to fulfil your orders correctly, in the best manner possible, for any complaints you may have, with regards to your order, please contact our Customer Care within 3 business days of your order delivery, for prompt resolution. In the extremely rare occasion where you receive a product with tampered/open packaging, please inform our Customer Care within 1 business day of receipt, with supporting images if applicable, so we can best address your concern.
How do I cancel my order?
If you wish to cancel your order, you can do so by sending us an email on email@example.com. You can also call our Customer Care on +971 43 529 529 (Timings: 9:30 am-5:30 pm GST), within 24 hours of placing the order.
How will I get a refund for my canceled orders and how long will this process take?
Please refer to our Returns and Refunds Policy to understand if your order qualifies for a return. For pre-paid orders that have not yet been shipped, your order will be canceled within 24 hours of your request and reflect as per your bank guidelines, which is usually within 10 business days. For all orders that have been delivered, we do not entertain return requests unless the order qualifies, as per our Returns and Refunds Policy. For any such requirements, please call our Customer Care on +971 43 529 529 (Timings: 9:30 am-5:30 pm) Saturday to Thursday or email us at firstname.lastname@example.org.
How can I pay for ESD Items?
As these items are delivered instantly, only prepaid payment modes are applicable on them. You can pay using credit/debit cards.
Can I exchange or cancel ESD Items?
ESD Items are non-cancellable, non-exchangeable and non-returnable.