Frequently Asked Questions


When will i receive my order?

Our delivery timeframe is as follows: Dubai & Sharjah: 1 to 2 working days. Other Emirates: 2 to 3 working days. International: 10 to 15 working days. All orders will process and ship from Monday to Friday. Orders placed on Saturday & Sunday will be processed and/or shipped the following business day. We will not be processing or shipping orders on Weekends and Public Holidays according to the official announcements made in UAE. Please Note: International deliveries timeline also depends on custom clearance in destination country.

About Customs, Duties and Taxes

All international orders shipped may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient; Qonooz has no control over these charges, nor can Qonooz predict what they may be.

How will my order be shipped?

Your order will be shipped with Qonooz Express, an independent & international transportation company. In certain cases, your shipment might be handed over to third-party agents.


How are customs & duties calculated?

The calculation of duties depends, in most countries, on the assessable value of a dutiable shipment. For the purpose of this calculation, dutiable goods are given a classification code that is known as the Harmonized System code, which determines the applicable duty rate. All types of shipments (including gifts, samples and goods for repair) go through an import clearance process as determined by custom’s regulations in the destination country. The shipment is cleared through customs based on the type of goods, origin country, the value and quantity. This system is a multipurpose international product nomenclature developed by the World Customs Organization and continues to evolve.

Who is responsible for payment of duties and taxes?

Duties and taxes are levied by Customs in the destination country and the receiver is responsible for paying them. Qonooz Express will pay the charges on the receiver's behalf and collect payment from the receiver prior to or on delivery. Generally, Qonooz Express is unable to deliver parcels until these have been paid.

I was charged duties and taxes by customs for something purchased online. Why wasn’t that included as part of the overall shipping costs?

Although you ordered and purchased the goods online, the goods are still subject to an import procedure to clear the shipment through customs. Clearance depends on: The country of origin, the value including transport charges, & the quantity of goods. Each country has its own customs laws and the duties for different types of goods and values are set locally. Qonooz Express, like any other international transportation company, must adhere to local customs legislation and so Qonooz Express pays duties on the receiver’s behalf to clear shipments on arrival.

What additional charges can I expect following customs clearance?

Depending on value and the type of goods imported you may expect the following: Customs import duties (percentage of shipment value and transport charges), Import customs tax, Qonooz Express Advance Payment and other clearance surcharges, and any regulatory charges, if applicable.

Will I have to pay customs and duties on imported products?

Yes, it is possible that customs and duties may be levied on imported products. Customs and duties are charges imposed by the government of the importing country on goods entering its borders from another country. These charges are meant to protect domestic industries, regulate trade, and generate revenue for the government.


What Payment Methods Are Accepted?

We accept all major credit/debit cards such as VISA & MasterCard worldwide & Cash on Delivery in selected locations.

Are online payments & my card information secure?

Yes, we use industry-standard Secure Socket Layer (SSL) technology to encrypt all personal data that is sent over the internet from your computer to our server. Our servers are (PCI-DSS) compliance and all your personal data kept secured and is protected by a firewall. We do not store you credit / debit card details, all transactions will be done through

Do you accept Cash on Delivery (COD)?

Yes, we support cash on delivery within the UAE in selected locations for order values from AED 1 to maximum AED 5000.

How long do refunds take?

All refunds will take up to 2 working days to process and up to 30 days to reflect in your credit card.

Do you store card information?

No, we do not store your credit / debit card details. All transactions will be done through

Orders & Returns

How do I place an Order?

Simply add the product you want in your cart & proceed to checkout. Follow the on-screen instructions afterwards!

How Can I Cancel My Order?

You may cancel the order before its shipped by contacting customer care.

Do I need an account to place an order?

No, an account is not necessary to place an order. You can place your order as a guest however, we do recommend to create an account for you to be able to track your order.

How Can I Return a Product?

You may initiate a return request by contacting customer care to fulfill your return request.

How do I know that my order has been successfully submitted?

You will receive an email acknowledgement containing the order reference number and details of your purchase or you can login to find all of your successful orders under your Account dashboard > Orders. Note: Please also check your Spam/Junk folder.

Can I check the status of my order?

Yes, you can login and find all of your orders under your Account dashboard > Orders.

I’ve put the wrong address on my order?

Please email us as soon as possible with the full, correct address so we can try and change this before the shipment leaves our warehouse.

Is there a minimum order value?

No, there is no minimum order value.

Digital Products

Where are digital products delivered?

Digital products are delivered to your email address. Please make sure that you input the correct email address on checkout as we won't be able to modify it once the codes are delivered.

When are digital products delivered?

Digital products are delivered to your registered email address within 1 working day.

What is the daily limit?

The daily limit is AED 1,000 - if you want to increase the daily limit please email us at All orders above AED 1,000 – we will review your payment and generate the code manually within 1 working day.

What payment methods are acceptable for Digital Delivery?

We only accept credit/debit card payments for digital delivery. Cash on Delivery are not eligible for digital delivery. We do not offer Return or Exchange on any digital products.

Why is the delivery of my voucher delayed?

Please note: You will get code(s) within 1 working day for payments done with 3-D Secure debit/credit card. If the debit/credit card you used to purchase is not 3-D Secured – we will review your payment and generate the code manually within 2-3 working days. Also, you need to verify mobile number in order to generate the code.
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