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Customer Care

Home › Customer Care

Frequently Asked Questions.

01. The order

When do I receive my order?

When placing the order, a day of shipment is indicated. After the order has been placed, the same delivery time will also be stated on the order confirmation. It is therefore never possible that during the order, the shipping day on the website, is different than on the order confirmation.

I now see the longer delivery time of (a part of) my order. How can I cancel it?
If the order has a longer delivery time than you had previously seen, it is of course possible to cancel (a part of) the order. For this you can contact our customer service. They will cancel the order for you. The purchase amount will be back on your bank account within two working days. When an order has already been shipped, it can no longer be cancelled.
When will I receive the invoice for my order?
When you have paid for the order, you will not automatically receive an invoice for your order. If you wish to receive an invoice, this can be done in two ways.The first way is through your account at our store. When you log in to your account you can see your orders and download the invoice.

02. Shipment

When do I receive my order?

When placing the order, a day of shipment is indicated. After the order has been placed, the same delivery time will also be stated on the order confirmation. It is therefore never possible that during the order, the shipping day on the website, is different than on the order confirmation.

I now see the longer delivery time of (a part of) my order. How can I cancel it?
If the order has a longer delivery time than you had previously seen, it is of course possible to cancel (a part of) the order. For this you can contact our customer service. They will cancel the order for you. The purchase amount will be back on your bank account within two working days. When an order has already been shipped, it can no longer be cancelled.
When will I receive the invoice for my order?
When you have paid for the order, you will not automatically receive an invoice for your order. If you wish to receive an invoice, this can be done in two ways.The first way is through your account at our store. When you log in to your account you can see your orders and download the invoice.

03. The order

When do I receive my order?

When placing the order, a day of shipment is indicated. After the order has been placed, the same delivery time will also be stated on the order confirmation. It is therefore never possible that during the order, the shipping day on the website, is different than on the order confirmation.

I now see the longer delivery time of (a part of) my order. How can I cancel it?
If the order has a longer delivery time than you had previously seen, it is of course possible to cancel (a part of) the order. For this you can contact our customer service. They will cancel the order for you. The purchase amount will be back on your bank account within two working days. When an order has already been shipped, it can no longer be cancelled.
When will I receive the invoice for my order?
When you have paid for the order, you will not automatically receive an invoice for your order. If you wish to receive an invoice, this can be done in two ways.The first way is through your account at our store. When you log in to your account you can see your orders and download the invoice.

04. Returns, exchanges and complaints

When do I receive my order?

When placing the order, a day of shipment is indicated. After the order has been placed, the same delivery time will also be stated on the order confirmation. It is therefore never possible that during the order, the shipping day on the website, is different than on the order confirmation.

I now see the longer delivery time of (a part of) my order. How can I cancel it?
If the order has a longer delivery time than you had previously seen, it is of course possible to cancel (a part of) the order. For this you can contact our customer service. They will cancel the order for you. The purchase amount will be back on your bank account within two working days. When an order has already been shipped, it can no longer be cancelled.
When will I receive the invoice for my order?
When you have paid for the order, you will not automatically receive an invoice for your order. If you wish to receive an invoice, this can be done in two ways.The first way is through your account at our store. When you log in to your account you can see your orders and download the invoice.

DELIVERY

Where does Xmartify Dubai deliver to? 

Xmartify Dubai delivers across the U.A.E. however some remote areas are restricted. If you want to check whether a remote area is available for delivery, please email us at hello@xmartifydubai.com

What types of delivery does Xmartify Dubai have? 

Xmartify Dubai offers courier delivery through our reputed partners: Shipa Delivery, SMARTEX Couriers, NAQEL U.A.E., and Fetchr which offer courier and logistics services, specializing in COD and consignee deliveries.

How much does the delivery cost? 

For a total bill of above 300 AED, delivery is completely free. For orders of lower quantity, a flat delivery charge of 20 AED applies to the total order. We also have a same-day delivery option for 30 AED for orders made before 12 PM in Dubai on weekdays, depending on the stock availability.

Is it possible to schedule a specific delivery time? 

Generally, we deliver within 1-3 working days. The courier partner will contact you to arrange a suitable time.

Is international shipping available? 

Xmartify Dubai does not provide international shipping service as of now.

PLACING ORDERS

How do I know if my order has been successful? 

Once you’ve filled in the relevant details and checked out, you will receive an Email confirmation from Xmartify Dubai showing the details of the order you’ve just placed along with the payment method you have selected.

Can I cancel my order? 

You can cancel the order up to the point of shipping without any charges being applied. However, if you want to return a product once the product is shipped, please refer to our return policy mentioned below.

SECURITY

Will my details be shared with 3rd parties of Xmartify Dubai? 

We respect the privacy of our valued customers and do not share any of our customer’s personal information with third-party vendors.

PAYMENTS

How can I pay for my purchase? 

We accept Visa & Mastercard transactions as well as Cash on Delivery through our courier service.  

Will I receive a receipt for my purchase? 

Yes, once the order has been completed, you have the option of printing out a receipt for your purchase. You will also receive an email confirmation of your order with full details. After delivery, you will also receive a physical copy of the receipt with your product.

RETURNS/CANCELLATIONS AND EXCHANGE

What is your Returns Policy?

You may return most new, unopened items within 07 days of delivery for a full refund. We’ll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases, you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.

How long is the warranty period for a product? 

A product has a warranty that applies only if it is mentioned in the description. of the product. The relevant length of the warranty is specified separately for every applicable product.

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