Frequently asked questions

Changing or Cancelling Your Order

After placing an order, it begins processing immediately. Once your order is placed, changes to the size, quantity, color, or payment method are no longer possible. However, you can request to remove an item or cancel your order and place a new one.

You can easily cancel your order within 24 hours or before it is handed over to the shipper.

Once cancelled, the status will update to CANCELLED. If the cancel button is no longer available, cancellation is not possible at that stage.

For additional information, about our Return Policy you may visit Return Policy or contact Customer Care via WhatsApp by clicking https://wa.me/+971501989782

Cancellation: 

Change your mind? No worries. You can easily cancel your order but please do so within 24 hours or before it gets handed to the shipper.

To cancel your order, just follow these steps:

1. Log in to your account.

2. Go to My Orders.

3. Select the order you want to cancel.

4. Click "Cancel Order" or "Cancel" next to the item(s).

5. Choose a reason and confirm.

The refund for the cancelled order paid through Wallet will be credited to the wallet after the cancellation. For orders paid by card the amount will be refunded to the same source of payment it will usually be processed within 10-14 business days. However, the exact timing may vary based on your card issuer’s policies and procedures.

The status will change to CANCELLED. If the cancel button is not available, then cancellation of the order is no longer possible. However, you can return the unwanted items directly through courier collection once you’ve received your shipment.

Occasionally, orders or parts of an order are cancelled by our system for various reasons such as below:

·       Item(s) not available

·       Difficulty in processing your payment information

·       Cannot ship to address provided

·       Duplicate order was placed

·       Cancelled due to customer’s request

·       Damaged or faulty items

·       Incomplete shipping details provided (address/mobile number)

For further information, please visit our Return Policy or contact Customer Care contact Customer Care via WhatsApp by clicking https://wa.me/+971501989782

 For additional information, about our Return Policy you may visit Return Policy or contact Customer Care via WhatsApp by clicking https://wa.me/+971501989782

Returns:

1. What is your return policy?

Items purchased from our online shop can be returned under the following terms and conditions:

·       The item should be in its original condition, with all tags and labels attached.

·       It must be unused, undamaged, unpacked and free from any stains or odors.

·       For electronics and tech items, all accessories and manuals should be included.

·       Shoes, eyewear, watches, bags, and luggage should be returned in their original packaging with all tags still attached.

·       Home & Living items must be unopened, undamaged, and in their original packaging. Used, altered, assembled, or installed products cannot be returned unless they are defective.

·       Luxury items must have the attached tamper seal intact for returns.

We strive to ensure that you receive your desired products in the best possible condition. By adhering to these return policy guidelines, we can efficiently process your return and provide you with a satisfactory resolution.

 2. How long do I have to return an item?

You have a return window of 48hours from the date of delivery to return eligible products. It is important to initiate the return process within this timeframe to ensure that your return is accepted and a refund can be provided. After the 48 hours  period, we regret to inform you that we are unable to accept returns or provide refunds.

We encourage you to carefully review your purchase upon delivery and promptly notify us if you encounter any issues or if you decide to initiate a return. By adhering to the specified return timeframe, we can ensure a smooth and efficient return process for you.

 3. What are the options for returning items purchased from your online store?

We return items purchased from our online store: by Courier Collection.

Courier Collection: To initiate a return, you can conveniently book a return request through whtsapp link. A courier collection fee of AED 20 will be applied for returns within the UAE. regardless of the value of the items being returned. There are no minimum or maximum value restrictions for returning items that meet our return policy. Simply choose this option if it suits your preference and location.

If you have any further questions or need assistance, please don't hesitate to contact our customer service team. They will be happy to guide you through the return process and address any concerns you may have.

4. Are there any items that are non-returnable?

While we strive to provide a hassle-free return process, there are a few product categories that are not eligible for return. These categories include:

·       Underwear, lingerie, swimwear, bras/sports bras, socks, and tights: Due to hygiene reasons, we are unable to accept returns for intimate apparel items. We prioritize the health and safety of our customers and cannot resell these items once they have been worn or tried on.

·       Beauty & Personal care products: This category includes items such as makeup, skincare products, and hair care products. For safety and hygiene purposes, we cannot accept returns on these items as they may have come into contact with the skin or been opened, which prevents resale.

·       Liquid items: Items that contain liquids, such as perfumes, cleaning solutions, or any other liquid-based products, are not eligible for return due to shipping restrictions and safety concerns. It is challenging to ensure proper packaging and prevent leakage during the return process.

·       Jewellery /Fashion accessories: This category includes earrings, necklaces, bracelets, and rings. To maintain the quality, authenticity, and hygienic standards of these items, we do not accept returns on jewellery accessories.

·       Confectionery: Due to the perishable nature of confectionery items, we are unable to accept returns unless the item is defective or incorrect. Items that have been opened, consumed, or past their expiration date cannot be returned.

·       Sale Item Return Policy: Please note that all items purchased on sale are considered final sale and are non-refundable. This includes any product bought at a discounted price, whether through a promotional offer, clearance, or markdown. Sale items cannot be returned, exchange or refunded under any circumstances, unless the product is received damaged or defective.

·       Defective Items: In the rare event that a sale item arrives damaged or with a manufacturing defect, please contact our customer service team within 48 hours of delivery. We will review your case and, if approved, arrange for a replacement or online store credit at www.affinityebuy.com

 

Exceptions: Sunglasses and watches: These can be returned as long as they are unused, in their original , and the tamper seal remains intact.

We apologize for any inconvenience this may cause. We appreciate your understanding as these restrictions are in place to uphold the health, safety, and satisfaction of our customers. If you have any further questions regarding the return eligibility of specific items, please feel free to contact our customer service team for assistance.

5. How can I initiate a return request via courier?

We want to make the return process as convenient as possible for you. Initiating a return request via courier is simple and can be done in a few easy steps. Here's how:

If you have an account:

·       Log in to your account on our website

·       Find the specific order that contains the item(s) you wish to return.

·       Select the item(s) you want to return and indicate the reason for the return.

·       Choose your preferred refund method, either wallet or card refund.

If you are a guest user:

Contact our customer service team by calling +971 50 1989782 or sending a message via WhatsApp https://wa.me/+971501989782

Provide our team with the following information: your order number, the item(s) you wish to return, the reason for the return, and your preferred refund method (wallet or card refund).

Our customer service representatives will assist you in booking the return collection and guide you through the process.

We understand that each customer may have different preferences and circumstances, which is why we offer these options to initiate return requests. Whether you have an account or are a guest user, our dedicated team is here to ensure a smooth and efficient return process for you.

If you have any further questions or require any assistance, please don't hesitate to reach out to us. Our customer service team is available to help you with any queries or concerns you may have.

6. Why is there no return button for the order even though they are within the return period?

The only reason the return button would not appear on the orders is when the items in the order are non-returnable items like lingerie, socks, undergarments, swimwear etc. due to hygiene reasons.

7. If there is a return requested for an order, can I request a return for my new orders?

You can request a return for any other orders you may have even if a return request already exists for one order.

8. Can a partial return and pickup return be done for the same order?

Yes, you can partially return a few items from an order online.

9. Can I return multiple items from different orders in one return shipping box?

Yes, you can return multiple items from different orders in one return shipping box. We understand that it can be more convenient for customers to consolidate their returns into a single shipment. However, it's important to ensure that all the items being returned meet the provided terms and conditions for return and within the return window of 48 hours. Please make sure that each item is in its original condition, with all tags and labels attached, unused, undamaged, and free from any stains or odors.

If you have any further questions or need assistance with returns, please don't hesitate to contact our customer service team. We are here to help and provide any necessary guidance throughout the return process.

10. Can I exchange an item instead of getting a refund?

We apologize for any inconvenience, but we currently do not offer direct exchanges for items. If you wish to exchange an item for a different size, color, or variant, we recommend following our return process to return the unwanted item and then placing a new order for the desired item. By doing so, you can ensure that you receive the correct item in a timely manner.

If you have any further questions or need assistance with the return or ordering process, please feel free to contact our customer service team. They will be more than happy to assist you.

11. What should I do if the item I received is damaged or defective? 

We apologize for any inconvenience caused by receiving a damaged or defective item. We appreciate your understanding, and we will make every effort to resolve the issue for you. If you encounter a damaged or faulty product, please follow these steps:

Contact our customer service team:  via email at support@affinityebuy.com or send us a message on WhatsApp at https://wa.me/+971501989782. Please provide the following information: your order number, details of the defective product, a clear description of the defect, and attach photos of the defective item(s).

Evaluation and refund process: Our team will assess the defective product based on the provided information and photos. If the defect is confirmed, we will initiate a full refund for the defective item. Please note that the evaluation process may take up to 5 business days, depending on when we receive the returned item(s).

Return of the defective item: In most cases, you will be required to return the defective product. Contact our customer service team, and they’ll be happy to guide you through the process.

Refund timeline: Refunds for defective items will be processed within 48 hours to the original payment method used for the purchase. Please note that shipping and handling charges are non-refundable.

We appreciate your patience and cooperation throughout this process. If you have any further questions or concerns, please don't hesitate to contact our customer service team. They will be happy to assist you further.

12. How long does it take to receive a refund for a returned item?

Our aim is to make the refund process as smooth as possible for our customers. Here are the estimated timeframes for receiving a refund based on the payment method used:

Card payment refunds: If you made the payment using a card, the refund will typically be processed within 10-14 business days. However, please note that the exact timeframe may vary depending on the policies and procedures of your card issuer bank.

For returns via courier, the refund will be processed as soon as we receive the returned item(s) and verify their compliance with our return policy. The refunded amount will also be added to your wallet account.

If you have any further questions or need assistance with your refund, please don't hesitate to contact our customer service team. We are here to help and ensure a satisfactory resolution for you.

13. Can I return an item if I've used it or opened the packaging?

We apologize, but we are unable to accept returns for used items or items with incomplete packaging. To be eligible for a return, the item should be in its original condition, including the packaging, with all tags still attached. This policy ensures that we can maintain the quality and integrity of our products for all our customers. Additionally, please ensure that the return is made within the specified time frame as mentioned in our return policy.

If you have any further questions or concerns regarding returns, please reach out to our customer service team. We're here to assist you.

 

14. What is the policy for returning electronics?

When returning electronics or tech items, we kindly ask that you include all the original accessories and manuals that were included with the product at the time of purchase. This ensures a smooth return process and helps us maintain the value and functionality of the returned item. Please make sure to return the item in its original condition, with all tags and labels attached, and follow the specified time frame mentioned in our return policy.

If you have any specific questions or concerns regarding the return of electronics, our customer service team will be happy to assist you.

15. Can I return a sale or discounted item purchased online?

No, you cannot return a sale or discounted item(s).

If you have any further questions or concerns regarding the return of sale or clearance items, please reach out to our customer service team for assistance.

16. Are there any restrictions on returning items bought during a promotional event or special sale?

Yes, there are restrictions on returning items purchased during a special event or promotional period. You cannot return these items following our standard return policy. Return is only acceptable if the items are damaged or

If you have any further questions or concerns regarding the return of items purchased during a promotional event or special sale, please contact our customer service team for assistance.

17. Can I return an item that exceeds the return period?

Unfortunately, we do not accept returns for items that have exceeded the designated return period. It is important to initiate the return process within the specified timeframe to be eligible for a refund or exchange. Returning the item after the return period has lapsed may result in the request being declined. We encourage our customers to carefully review the return policy and initiate the return process within the specified timeframe to avoid any inconvenience.

If you have any further questions or concerns, please feel free to contact our customer service team for assistance.

18. Are there any fees associated with returning an item via courier?

For returns within the UAE, an amount AED 20 will be charged by the courier Company. You can initiate a return request through our website or contact Customer Service, and we will arrange for the item to be collected from your designated location. However, for international returns, please refer to our website or contact our customer service team to inquire about the associated return charges.

 

We strive to provide transparent and convenient return options for our customers, and our customer service team will be happy to assist you with any questions or concerns regarding the return process.

19. What should I do if there is a missing item or an incomplete order?

If you have received an incomplete order or there is a missing item from your package, we apologize for the inconvenience. Here are the steps you can take to address this issue:

Contact Customer Service: Reach out to our customer service team by sending a message via WhatsApp at https://wa.me/+971501989782. Inform them about the missing item or incomplete order and provide them with your order details, including the order number and any relevant information.

Verify Order Status: Our customer service team will assist you in checking the status of your order. They will verify if the order was split into multiple packages for shipping purposes. Sometimes, depending on the size or quantity of the products, we may ship items separately.

Investigation and Resolution: If it is confirmed that an item is missing from your order, our team will initiate an investigation to locate the missing item or resolve the issue. They will provide you with updates and guide you through the next steps.

Resolution Options: Depending on the situation, we will work towards resolving the issue by either shipping the missing item to you or providing a suitable resolution, such as a refund or replacement.

We apologize for any inconvenience caused and assure you that we will make every effort to rectify the situation promptly. Our customer service team is dedicated to ensuring a satisfactory resolution for you.

21. What should I do if the courier fails to collect the item(s) for return within 5 days?

If the courier fails to collect the item(s) for return within 5 days, we apologize for the inconvenience. Here are the steps you can take to address this issue:

Contact Customer Service: Reach out to our customer service team by sending a message via WhatsApp at https://wa.me/+971501989782. Inform them about the situation and provide them with your return request details, including the return ID or order number.

Verify Return Request Status: Our customer service team will assist you in checking the status of your return request. They will investigate the delay in the collection of the item(s) by the courier.

Follow-Up with Courier: If necessary, our team will contact the courier service on your behalf to ensure the timely collection of the item(s) for return. They will provide you with updates and guide you through the next steps.

Alternative Return Options: In case the courier is unable to collect the item(s) within the specified time frame, our customer service team will explore alternative return options for you. This may include arranging a different courier.                                                                                                                            

We apologize for any inconvenience caused by the delay in the return collection process. Rest assured, our customer service team is committed to resolving the issue and ensuring a smooth return experience for you.

22. How long does the courier collection process take for returns?

The courier collection process for returns typically takes 5-7 business days from the time the return request has been submitted. However, please keep in mind that collection days may vary for remote areas based on your location. If you have any further questions or need assistance regarding the courier collection process, we recommend reaching out to our customer service team. You can contact them VIA WhatsApp at https://wa.me/+971501989782 (EVERYDAY FROM 6:30 AM TO 2.00 AM), email at support@affinityebuy.com. Our dedicated team will be happy to help you with any queries or concerns you may have.