FAQ
I have received a wrong item
If you receive the wrong item, please arrange for the return of the item through the Order Details page, selecting “incorrect items received” as the return reason. Please note, the item must be returned in the same condition it was received in within 30 days of receipt for a full refund including, where applicable, original Order delivery charges, cash handling fees, taxes and any duties.
I have a missing item in my order
For any missing items in your order, please visit the Contact Us section and send us an e-mail with your order number and the missing item’s name and number. Our team will look into your request and back to you in 2-3 business days.
I have received a damaged item
If you receive a damaged item, please arrange for the return of the item through the Order Details page, selecting “Parcel damaged on arrival” as the return reason. Please note that depending on stock, a replacement may not be available, and that defective items may also benefit from a manufacturer’s defects warranty.
How do I place an order as a gift?
You can add a gift note to any order through your cart on the My Bag page, by pressing on the Add Your Gift Note section. If you would like to add a note after you made your order, simply give us a call — please note, the request needs to be completed before your item is shipped.
How can I undo an order cancellation?
Cancellation requests are final. To receive the items, simply make a new order.
I placed an order as a gift and I want to make sure that price tags are removed and no invoice is included with the order.
For orders made in the UAE, invoices are not included with the order. For orders outside the UAE, the invoice is a mandatory part of the order due to customs and shipping, and cannot be removed.
How do I search for a specific item?
The search bar allows you to search by brand, keyword, Product ID or description. The bar can be found on the top-left corner of the website, or at the top of the homepage on the app.
How will I know if an item is out-of-stock?
Any item that is sold out will mention Out of Stock on the product page. In rare cases, a product in your cart may become out of stock as you’re in the check-out process and a notification will pop-up during the process. For out-of-stock items, keep them saved in your wishlist in case they come back in stock.
Are gift cards available?
Currently, gift cards aren’t available. However, we are working to add this feature so stay tuned! For more on gifting and rewards, please see the Amber Card section.
Where does Alqeema mall ship to?
Alqeema mall is exclusive to the UAE, KSA, Bahrain, Kuwait, Oman and Qatar. We currently do not ship to anywhere else in the world.
How do I make a purchase?
Simply browse the site, click on the desired item then click on the Add to Bag button. The item will then be in your cart, which you can visit by clicking on the bag icon on the top-right corner on desktop or at the bottom of the app. Continue shopping and once you’re ready to place your order, revisit your cart and press on Secure Checkout. Follow the simple prompts to complete the checkout process.
How will I know if Alqeema mall has received my order?
After placing your order, you will receive an e-mail to inform you that your order has been received. However, this does not mean that your order has been confirmed. If paying by payment card or PayPal, your order will only be accepted once your card details or PayPal payment have been approved, the delivery address has been verified and the items are located and shipped. From here, you will then receive a second e-mail from us confirming your order. In the event of a problem, however, you will quickly be informed and your payment will not be processed. For all Cash on Delivery orders, a courtesy call will be made to confirm your address and telephone number. Your items will then be dispatched.
Can I change or amend the items in my order once it has been placed?
Currently, this service is not available. To change or add an item, the order has to be cancelled or another order has to be made. However, we’re working on developing this option, so stay tuned.
Am I able to place an order via telephone?
Yes, however, this option is only available in the UAE and for Cash on Delivery payments Simply call us with the details of the items you wish to order at our number. Our Customer Care team is available every day from 10am – 10pm, and can also be reached via e-mail at customercare@alqeema mall.com or WhatsApp at +971529291013.
Is there a cost for duties and tax?
No, we do not charge any duties or customs tax.
Can I ship an order to multiple addresses?
No, we can currently only ship to one address per order.
An item I want is out of stock, when will it become available again?
Although items do come back in stock, product availability depends on the brand’s stock so we cannot identify when an item will be back on the website. To keep track, simply add the item to your wishlist and subscribe to our newsletters to stay updated. You can also check the New In section every Monday for all new additions. Items that are restocked will feature the Back in Stock tag.
Do the items come in Alqeema mall packaging or brand packaging?
This depends on the item and the brand, the packaging is specified on the product’s page under the description.
I have placed an order and the amount was deducted, but I did not receive an order confirmation.
We are sorry to hear that, please wait 10 minutes as it may be a delay from our system. If you still haven’t received your confirmation with your invoice, please contact our Customer Care team through the Contact Us page.
What does Pre-Order Mean?
Get early access to coveted collections ahead of the official launch. Pre-ordering ensures that you will secure the item before it sells out. Once your order is placed, we will deliver it to you as soon as it’s available.
When do I need to pay for my item?
All Pre-Order items must be paid for in full at the time of placing the order.
Which payment methods can I use for Pre-Order items?
You can pay for your Pre-Order item by debit card, credit card, or opt to pay in monthly installments with Payfort. Unfortunately no other payment methods will be accepted at this time.
When can I expect to receive my order?
Your item will be shipped according to the expected release date, as indicated on the product page of the item.
Is Pre-Order Available in all regions?
Yes, Pre-Order is available in all regions we currently ship to (UAE, Saudi Arabia Bharain, Kuwait, Oman and Qatar).
How can I track the status of my Pre-Order item?
You can check the status of your Pre-Order item and track it’s shipment on the My Orders page.
How will I know when the item has been shipped?
You will be sent an email, Push Notification and SMS informing you once the item has been dispatched from our warehouse.
What happens if I want to cancel my order before I have received it?
You can cancel your Pre-Order item at any time. Simply visit the My Orders section on the app. Please note that in the case of Pre-Order items the only mode of refund is store credit, the refund order value will be credited to your Alqeema mall store credit account and will not be transferred to your issuing bank for Debit/Credit card/ accounts.
You will not see a refund on your bank statement as we will be crediting the money on your Alqeema mall store credit account, and you can use this money for your future purchases on Alqeema mall.
What happens if I want to return my order after I have received it?
You can cancel your Pre-Order item within 30 days of receiving it. Simply visit the My Orders section on the app. Please note that in the case of Pre-Order items the only mode of refund is store credit, the refund order value will be credited to your Alqeema mall store credit account and will not be transferred to your issuing bank for Debit/Credit card/ accounts.
You will not see a refund on your bank statement as we will be crediting the money on your Alqeema mall store credit account, and you can use this money for your future purchases on Alqeema mall.