Shipping and Returns
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Shipping inside UAE
Once your order is processed, we ship the same within 1-2 working days. Orders above AED 699 are eligible for free shipping. Deliveries are done between 9:00 am and 8:00 pm Saturday-Thursday. We always deliver on time but sometimes delays are inevitable and we will notify you of the same beforehand. All deliveries are subject to stock availability.
We use DHL, FedEx, and Empost as our courier partners for international shipping. Based on the shipping country, the delivery time may change; however, most orders are delivered within 3-5 working days. A shipping quote is provided once all address details are given during checkout. While this quote is accurate almost all the time, we reserve the right to amend this based on the size and weight of the actual shipment. If there is any difference in the shipping quote, customers are informed about it before the order is processed. Customers have a chance to amend/cancel the order as required before the order is dispatched from our warehouse
All the users must note that international shipping attracts a range of local taxes, duties, brokerages and governmental duties or third-party fees, which are not included in the freight quote we deliver. As such, all these fees are the sole responsibility of the customer or the consignee of the products. You may be required to check the local taxation rules, duties and other customs fees to understand the same.
Most of the items are dispatched the same/next day from our warehouses after the order is processed. Some deliveries are subject to stock availability.
Shipping Address Details
At the time of placing the order, customers are encouraged to put accurate address details to ensure delivery on time. We will deliver the goods to the premises you specify on your order. It is recommended that you are present to accept delivery of your order
If you change the delivery address once the goods have been dispatched to you, we reserve the right to pass on any extra charges made by our carriers for redirecting your delivery. Delivery times may also change and this will be notified to you beforehand.
Customers will be asked to sign for the goods upon delivery. Once delivered and signed for, no claim of damaged goods will be accepted. Photo identification may be needed in some cases to accurately verify the receiver.
The following forms of ID are accepted:
In addition, if either "Credit Card on Delivery", or "Credit Card Online" are selected as the payment methods then the details on the photo ID should exactly match that of the credit card used to make the purchase.
Warranty and Returns
Shopkees reserves the right to refuse a return / refund / exchange request.
Please make your claims for "damaged items on delivery" or missing items within 6 hours of receipt of merchandise. If you decide to return your purchase, you can do so within 3 days after your purchase. The following conditions apply:
To return an item please call our Customer Care Centre at +971 43 529 529 WhatsApp: +971 529878704 or email us to firstname.lastname@example.org
· All returned items must be in new condition (AS SOLD CONDITION), in their original box, and must include all packing material, blank warranty cards, manuals, and all accessories.
· Goods must be complete, unused, and in 'AS NEW' condition as received. If the box has been opened, we cannot return the item.
· Include the invoice with the return. If the goods are defective, please specify the defect, in a separate sheet of paper and attach it along with the invoice. Please DO NOT write or mark anywhere on the product's factory packing (carton) or product itself.
· Goods must be returned to our Returns Department either by yourself, or sent by a courier.
· Delivery charges for returning an item(s) are to be paid and are the responsibility of the customer. Refunds will be done only after we receive & verify the items.
Return or exchange of the products is only possible within the first three days of the date of delivery according to the terms given herein. All requests for exchange and returns must be accompanied by the original invoice or the warranty card.
Exchange or Returns shall not be applicable to such products falling to the categories as;
All items come with a 12-month manufacturing warranty from date of purchase unless stipulated otherwise in the product information, or in the Terms and Conditions mentioned below.
All international returns will be charged at a minimum of 20% of the product value irrespective of the condition of the product. Delivery and shipping charges are not refundable at the moment and are borne by the customer.
Dead on Arrival and Faulty Goods
If you find that there is a manufacturing fault with the device then please contact us and mention the complete details of the fault. If the product is Dead On Arrival (DOA) within the first 3 days after receiving delivery then we will come to collect the defective unit within 5 working days and arrange for a replacement where possible. Alternatively, you can drop the product off at our service center. In either case, you will be asked for your original invoice and proof of ID. Replacements will only be given once the defective product has been checked and approved as a DOA item. If the product is outside of the DOA period then you will be asked to drop the product off at our service center. We will take the appropriate action to either repair or replace the product depending on the nature of the problem.
You cannot return an item if the seal is broken or if it is in non-sellable condition.
Order Delays or Cancellations
We do our best to deliver all orders within the expected delivery date. However, sometimes, it might take us longer than expected to deliver your product. In the event that your delivery date has passed and you still haven’t received your order, please email us at email@example.com or WhatsApp +971 52 987 8704 with your tracking number, so we can assist you with the same.
Misspelt, incomplete or outdated address – when the courier driver fails to deliver the package to an address which is difficult to find, a new delivery attempt will not be made unless the customer provides all the necessary details. The courier usually leaves a note for the client.
Incorrectly completed order form –a postal code written in the street number field or vice-versa, the city name written in the street name field or a field left blank can also cause delayed delivery;
Package redirection – if you decide to change the delivery address after the delivery service has been confirmed and the information has been entered into the system, a redirection may lead to delayed delivery. Even if the new address is very close to the initial one, the information still has to be reprocessed by the courier company’s system;
Difficult access to the property – sometimes, the courier needs an access code to enter the building. Make sure you provide this information when placing the order, otherwise, the courier will leave and a new delivery attempt will be scheduled for another date;
Weather conditions – sometimes, unforeseen situations that are beyond the carrier’s control can affect the delivery time. Bad weather can block the roads or slow down the transit and cause a delayed delivery;
Temporary technical issues – under such circumstances, customers are notified of the problem and are given a new delivery time estimate;
– the time when your package gets delivered depends on whether your address is at the beginning or at the end of his route. Most courier drivers usually work from 9 a.m. to 6 p.m. You should always bear in mind that delayed delivery often occurs during peak seasons, such as winter or summer holidays. Given a great number of packages, the driver might arrive after 6 p.m.
In case we are not able to dispatch your order due to out of stock or product not meeting our quality parameters, we shall initiate a transfer back to the source in case of prepaid transaction and to your account in case of a Pay on Delivery transaction. While the brand will be accepting requests for returns, please expect a delay in return pick up and subsequent refund. Also, owing to ongoing govt. restrictions in certain pin codes, there are select pin codes where reverse pick up is still not serviceable.
For any product that is under warranty, we offer repair through our dedicated service partner -. Once the item is submitted, it will take no more than 30 days to get a product repaired based on the type of issue and information provided.