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Returns and Cancellation
Changing or Cancelling Orders
Your order begins to process upon checking out. Once the order is placed, you can no longer change the size/quantity/color/ or add other item/s or change the mode of payment but you can request to remove the item or cancel your order to place a whole new one. To change or cancel your order before shipment, you must contact our customer support team who will attend to you shortly. However, if your order has already been in the shipping process, it cannot be changed or canceled.
You can return any item within 7 days of purchase if the item is unused with the original tags still attached; and in the original packaging which must be in the original condition. There are, however, items that are not included in the returns like (but not limited to) the items mentioned below:
- For hygienic reason, no return on lingerie, under garments briefs & under wears), cosmetics such as makeup, lipsticks, etc.
- Perfumes will not be accepted if the nylon packaging is torn or opened.
- Lingerie, undergarments, swimwear and the like cannot be returned due to hygiene reasons.
We will arrange a pickup via courier. Please take note that for pickup, there will be no pickup charge.
Occasionally, orders or parts of an order are canceled by our system for various reasons
Some reasons are:
- Item(s) not available
- Difficulty in processing your payment information
- Cannot ship to address provided
- Duplicate order was placed
- Canceled due to customer’s request
- Damaged or faulty items
- Incomplete shipping details provided (address/mobile number)
Damaged or Defective Items
If you received a damaged or incorrect item, simply get in touch with our Customer Care team within 24-48 hours upon receiving the order. Kindly send us an email to [email protected] and attached the photo of the damaged / defective item.
You may contact our customer service hotline at +971 50 267 3411 or send us a message via online chat. After reviewing the email you sent, our customer service team will contact you for assistance.
In how many days will I receive my order?
At 5starbazar, our most important priority is to send your order as soon as possible. For orders in UAE, we take 2-3 business days to process your order. For other location, maximum of one week.
The product quality is very low! What should I do?
If you received a defective product (torn, broken), please, contact our Customer Support! We will analyze the situation and decide on a partial or full refund.
Can I return an item to the same courier who delivered my shipment at the same time?
The couriers who deliver your shipment cannot be able to accept your returns the same day they deliver the item/s. Upon your request, after the delivery, we will be arranging the schedule of the pickup.
How do I return a product?
Return is permitted within 7 days upon receiving the order. As soon as the return is processed, we will issue a credit note for the returned items. Please return the items with the invoice and in its original packing. Unfortunately, we do not accept returns on lingerie, swimwear, and undergarments due to hygiene reasons.
How much are the shipping charges?
The standard shipping fee for an order placed within UAE is AED--- per shipment regardless of how many items you will order.
If I refuse the whole shipment paid by card, will I get a refund including the shipping charge?
We will only refund the total amount of the returned including the shipping fee.
Is international shipping available? To what international destinations do you ship?
Yes, we are glad to inform you that we have international shipping to almost all countries around the world.
What is the mode of payments accepted?
Paying for your online order is made as simple as possible. You can pay through cash on delivery or use your card for online payment method.
Can I use my voucher or credit note upon delivery?
Our couriers are more than happy to accept your payments on delivery but only in cash. Your vouchers and credit notes can be used online upon placing the order. Happy Shopping!
How can I change my billing address/mobile number?
In order to change your billing address and your number, simply get in touch with us through our multiple customer care channels or change it now.
Can I still make changes to my order?
We wish we could tell you otherwise but once an order is placed you no longer can change the size/quantity/color/ or add another item/s or change the mode of payment. But you can definitely request to remove the item or cancel your order to place a whole new one once the item has not been shipped.
Can someone receive the shipment on my behalf?
Sure, why not? We just require the person to have proof of identity especially for orders paid by card. You can get in touch with our customer service if you need further assistance with your shipment delivery. We want to ensure that you get your package when and wherever you want it.
How do I track my order online?
You may use our Track Your Shipment bar/box located on the bottom right of our website and kindly enter your order id and the registered email address for your online account & our system will update you.
The tracking order status on our website is extremely easy. Below are the stages:
ORDER RECEIVED: Thank you! Your order is successfully placed and received
ON PROCESS: Please wait! Your order is on process
HANDED TO SHIPPER: Your order was dispatched and handed to the courier
OUT FOR DELIVERY: Your order is out for delivery and will be delivered within the day
DELIVERED: Congratulations! Your order is successfully delivered
May I return a product from Special Deals?
The product/s that was ordered online from the Special Deals section can be returned.
Can I contact the seller?
At the moment, you cannot contact the seller through 5starBaZar. We encourage you though to contact our Customer Support.
MONEY BACK GUARANTEE!
We promise your money back if the item you received is not as described, or if your item is not delivered within the agreed or specified period.
Conditions for Submitting Refund Requests • The item must belong to one of the following categories: Home & Garden, Men's Clothing, Mother & Kids, Apparel & Accessories, Sports & Entertainment, Luggage & Bags, Jewelry & Accessories, Women's Clothing or Shoes.• The products have not been used.• The item is in perfect condition and in its original packaging.
Can my refund request be denied?
Yes, if the following matters take place:
- More than 7 days have passed since the goods were delivered to you;
- You made a mistake and indicated an incorrect color or size when placing an order;
- The difference between what you ordered and what you received cannot be seen on the provided photos/videos;
- Photos are air-brushed.
- Refunded monies are transferred only to the card you’ve used to make your purchase.
- We aim to complete the refund process for valid claims within less than 14 days. Our usual processing time is2-3 days.
I haven't received my refund
If the status of your order is "Refunded", then the refund from 5starBaZar has been processed. The money will be credited to your account within 14 calendar days.
Why does it take so long?
If 14 days have passed, but you still did not receive an SMS-notification of a refund, please check the detailed statement of your account for the return date + 14 days.
If there is no data on the refund in the detailed statement, please, contact our Customer Support and provide us with the said statement so that we could analyze the issue. Thank you!
Delivery & Shipping
Our main goal is to promote customer satisfaction. Below are the delivery procedures that we offer across the globe. These standard options may change as we strive to improve your online shopping experience with us.
5starbazar in partnership with our couriers wants to make sure that our customers are happy. We are strongly committed to delivering within the time frame mentioned above. However, there are times that you may experience a short delay in receiving your shipment due to customs clearance, force majeure or if they are not able to contact you in time of delivery. We arrange daily deliveries.
If you wish to change the address before the shipping process, our Customer Care Team will be happy to assist you. If you received a confirmation that your order has been dispatched, please note that any request to change the shipping address will no longer be accepted.
*Conditional Shipping charges to be added.
Minimum Purchased for free delivery on Groceries is AED 150
Electronics, clothes, others are free.