I FILED MY COMPLAINT AND CONTACTED YOUR CUSTOMER SERVICES AND NOTHING HAS HAPPENED YET?
Firstly, we apologize for the delay. Every complaint filed or issue sent to Customer Services is logged and remains open until full satisfactorily resolution. We work in partnership with all our buyers to resolve matters speedily, however at times due to complexity of an issue it might require longer to resolve. But rest assured that your case or complaint is not ignored and is being worked on.
I BOUGHT AN ITEM BUT IT IS THE WRONG SIZE AND/OR COLOR. WHAT CAN I DO?
Occasionally this will happen, however you can return an item; up to (7) days so long as it is in the same condition received and with the original packaging intact. You can contact the Customer Service Team via the Contact Us page to affect a return.
I AM STILL NOT COMFORTABLE WITH YOU HAVING THIS LEVEL OF INFORMATION ON ME?
Unfortunately it is required at times, and in the case of Credit Cards we only ask for the front-page of the card. However if you have concerns regarding this you can also opt to use Cash on Delivery (COD).
WHY DO YOU SOMETIMES ASK FOR A COPY OF MY CREDIT CARD AND/OR AN IDENTIFICATION CARD SUCH AS A PASSPORT COPY, DO YOU NOT TRUST ME?
This is for your protection as much as ours, as well as all our buyers to ensure that an item bought on Hamsa.ae using electronic means such as Credit or Debit cards is genuinely the card of the actual buyer and not related to a lost, stolen or fraudulently-used card. In effect it is an extra layer of verification as part of our secure shopping environment and authentication process and security levels.
CAN I REPLACE AN ITEM?
Yes, you can within (7) days but you will be charged for the return fees.
I THINK THE ITEM I BOUGHT MIGHT NOT BE A GENUINE ITEM, WHAT CAN I DO?
DO I GET THE FULL AMOUNT RETURNED/REFUNDED TO ME FOR A RETURNED ITEM?
Shipping fees will be deducted from the amount, but you will receive a refund for the balance. This fee will be waived if the item defective or not functioning as advertised. So basically if it is a return because you have simply changed your mind then the shipping fees will be retained by Hamsa.ae and we just refund you the item amount paid. You will be refunded the shipping fees for returned items not in proper working condition or faulty and/or defective.
BUT WHAT IF I WANT TO RETURN AN ITEM AFTER (7) DAYS?
I’VE CHANGED MY MIND; CAN I RETURN WHAT I’VE BOUGHT?
Yes you can. We want to offer you, our valued customers, the peace of mind of shopping with us and also we fully understand that sometimes you might change your mind on a bought item, If after making the purchase online and you still have not received the item, you could still cancel your order. If you have paid through electronic means (Credit or Debit card) then the money would be refunded, but due to individual card providers, the amount may take time to reflect in your card statement. If you wish to return the item after receiving it, you have up to (7) days to do so as long as not Clearance Items clearly marked as such and displaying a No-Return Policy and in the same condition as received and with the original packaging intact. In all circumstances you can contact the Customer Service Team through the Contact Us page for a return of an item or refunds.
I STILL WANT THE ITEM DESPITE THE FAULT, WHAT HAPPENS THEN?
We can arrange a replacement or even at times an item might be repaired or fixed. To do so please contact our Customer Service Team through the Contact Us page via the inquiry form or Contact Centre
THIS ISN’T WHAT I BOUGHT?
Don’t worry, we will help you in correcting that should this be the case. Also as a Hamsa.ae shopper you have the right to return an item within (7) days even if it is the exact same item you have ordered so long as it meets our return policies namely being in the same condition received and with the original packaging intact.
I AM STILL WORRIED! WHAT IF MY ITEM GETS LOST?
There’s no need to worry. An item is only considered delivered when we have your signature on the delivery note and the item is in your hands. . For whatever the reason, if an item does get lost you will receive a full refund of your money if you have paid through electronic means (Credit or Debit Card) and in the event that you chose Cash on Delivery (COD) then you are not liable to make a payment or penalized for a non-delivered item.
One thing is certain, you will never lose out on a shipment or payment made, and your consumer rights are fully protected by the consumer right laws of the host country.
IT’S BEEN OVER 7 DAYS AND I HAVEN’T RECEIVED MY ORDER YET! WHERE IS IT?
2 to 5 business days is the usual timeframe for receiving an item bought on Hamsa.ae unfortunately however, delays might occur for a variety of reasons, and for that we apologize. Reasons for this could include unprecedented volumes in delivery from the Courier Company or other unforeseen delivery schedule issues, and even at times delays from the buyer side such as missed communication to confirm purchase or to schedule a delivery time among other things.
Your shipment status is updated under the Airway Bill (AWB) status update, allowing you to track it each step of the way to your door; however as a first step don’t worry your purchase on Hamsa.ae is secure and it’s our aim to provide you with the best shopping experience and we take your receipt of an item within acceptable timeframes very seriously. Should you have any concerns you can reach our Customer Service Team through the Contact Us page via the inquiry form or Contact Centre .
We’re always here to help you.
I MADE MY FIRST PURCHASE AND RECEIVED A CONFIRMATION SMS/EMAIL. WHAT SHOULD I DO?
Congratulations on your first purchase with Hamsa.ae. Unless prompted, you need not respond unless called by the Customer Service team or asked to specifically. This is to confirm your order and ensure you are able to track your order with the order ID.