Frequently Asked Questions (FAQ)

Welcome to the ShopNex Middle East Help Center. Find answers to the most common questions below. If you can't find what you're looking for, feel free to contact us.

📦 Orders & Shopping

Q: How do I place an order?

Simply browse our store, add items to your cart, and proceed to checkout. Fill in your delivery details, choose your preferred payment method (COD or online payment), and confirm your order. You'll receive a confirmation email or WhatsApp message shortly after.

Q: Can I modify my order after placing it?

Order modifications may be possible if the order has not yet been processed. Please contact us immediately at ahmadqazisanan@gmail.com or WhatsApp +92 320 1942056. We cannot guarantee changes once the order is in processing.

Q: How do I know if my order was confirmed?

You will receive an order confirmation via email and/or WhatsApp after your order is successfully placed. For COD orders, our team may also call to verify your order.

Q: Can I cancel my order?

Yes, you can cancel your order within 12 hours of placing it, provided it has not been shipped. Please refer to our Cancellation Policy for full details.

🚚 Shipping & Delivery

Q: Which areas do you deliver to?

We deliver to all emirates across the UAE, including Dubai, Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah, Fujairah, and Umm Al Quwain.

Q: How long does delivery take?

Delivery typically takes 3-7 business days depending on your location. Dubai and Abu Dhabi orders usually arrive in 3-5 business days, while other emirates may take 4-7 business days.

Q: How much does shipping cost?

Shipping costs are calculated at checkout based on your location and order size. Free shipping may be available on orders above a minimum order value — check the checkout page for current offers.

Q: How do I track my order?

Once your order is shipped, you will receive a tracking number via email or WhatsApp. Use this number on our courier partner's website to track your shipment in real time.

Q: What if my order is delayed?

Delays can occasionally occur due to high demand, courier issues, or unforeseen circumstances. If your order is significantly delayed, please contact us and we'll investigate immediately.

Q: What happens if I'm not home during delivery?

The courier will attempt delivery up to 2-3 times. If all attempts fail, the order may be returned to us. Please ensure your contact number is accurate so the courier can reach you.

💳 Payments

Q: What payment methods do you accept?

We accept Cash on Delivery (COD), credit/debit cards (Visa, Mastercard), and digital wallets (Apple Pay, Google Pay where available). See our Payment Policy for full details.

Q: Is it safe to pay online on your store?

Absolutely. All online transactions are processed through SSL-encrypted, PCI-DSS compliant payment gateways. We do not store your card details on our servers.

Q: What currency are prices displayed in?

All prices are displayed in UAE Dirham (AED).

Q: Is VAT included in the prices?

Yes, all prices are inclusive of applicable UAE VAT (5%) unless stated otherwise.

💵 Cash on Delivery (COD)

Q: Is Cash on Delivery available?

Yes! COD is available across all UAE emirates. Simply select "Cash on Delivery" at checkout and pay when your order arrives.

Q: Do I need exact change for COD?

Yes, please have the exact amount ready as delivery agents may not carry change.

Q: Will someone call me to confirm my COD order?

Yes, our team may contact you via phone or WhatsApp to confirm your COD order before processing. Please ensure your contact number is correct and reachable.

Q: What happens if I refuse a COD delivery?

Repeated refusals may result in COD being restricted for your account. Please only place COD orders if you intend to receive them.

🔄 Returns & Refunds

Q: What is your return policy?

We accept returns within 7 days of delivery for items that are unused, in original condition, and in original packaging. Please review our Return & Refund Policy for full details.

Q: How do I return an item?

Contact us at ahmadqazisanan@gmail.com or WhatsApp +92 320 1942056 with your order number and reason for return. Our team will guide you through the process.

Q: How long does a refund take?

Approved refunds are processed within 5-7 business days. Online payments are refunded to the original payment method. COD refunds are issued via bank transfer.