FREQUENTLY ASKED QUESTIONS
Who is in charge of item delivery?
The moment we confirm the availability of the item, we immediately receive the contact details of the buyer and are responsible for packaging and preparing the item for delivery so that our transporter can come to collect the package. If the country of the buyer is not on the selected list due to country-specific shipping restrictions, said buyer should inform us to seek an alternative way of delivery. The buyer will then receive an email from DINA J FZE indicating the name of the transporter, the tracking number, and the approximate delivery date. The buyer can then follow their order through the tracking number provided.
What are the estimated delivery times?
The delivery times vary based on the items and the number of days necessary for us to manufacture the item and make it available for pick-up by a transporter. If the item is physically available in the requested size in stock, then we will be able to ship the item upon reception of the order, the handling time of which takes up to 15 days. If the item is unavailable in stock, the amount of time we will need to manufacture the item and make it ready for delivery takes up to 60 days depending on the ordered item.
What are the shipping costs?
The shipping costs are the responsibility of the buyer and shall be added to the price of the item according to a fee schedule that takes into account the dimensions and weight of the item and the destined country of shipment, whereas they are free of charge within the United Arab Emirates.
Do I have to pay import taxes when I have an item delivered to me?
Based on your delivery address, different tax rules and other fees may apply. If you are shipping to yourself from a foreign country, you may be required to pay import duties when you receive your items. The country from which the item is shipped shall be indicated on the invoice. We cannot control these fees and we cannot predict their amounts. You will be responsible for paying these taxes and import duties that are not included in the price of your order. Please contact your local customs office for more information before placing your order.
Am I protected in case there is a problem with delivery?
- Incorrect Item: the item received doesn’t correspond with the ordered item.
- Damaged Item: the item arrived damaged or broken.
In the event that a buyer complains about an item in the above cases, he/she should refer to us. The disputes are directly regulated between the buyer and DINA J FZE. Depending on the situation, the declared dispute will be settled either by a return of the item or a reimbursement.
Returns and Refunds and Exchanges
Can I return an item if it does not suit me?
DINA J FZE does not take title to returned items until the item arrives at the appropriate location. The item cannot be returned unless it is manufacturely damaged (we need to have proof) and returned within a maximum period of one week from the reception date of the item by the Buyer.
What do I pay if I return an item?
In the event that a return is made, the purchase price of the item, the packaging cost and the shipping fees will be settled by the buyer.
How can I return my item?
After agreeing to send the item back, an address will be provided to you to where the item may be returned by your transporter.
How will I be refunded?
In the event of a refund, the price of the item will be reimbursed by us.
In case of a refund, the item must be returned in a perfect state, in its original packaging and shipment under conditions identical to those of its original shipment. The return costs are fully borne by the buyer. At our discretion, a refund may be issued without requiring a return. In this situation, DINA J FZE does not take title to the refunded item.
Can I exchange an item?
An item cannot be exchanged except if damaged or broken within the first week of delivery at the latest. If the requested exchange is no longer available, including items on waitlist and advance order, DINA J FZE will issue a refund.
Which means of payment are allowed?
DINA J FZE offers a secure mean of payment to pay on the Site where you may pay by debit card or by credit card. We accept the following cards: Visa, Mastercard, American Express, Apple Pay and Samsung Pay.
Is payment secure?
We have made the choice to use a powerful and rigorous tool to secure our payment methods. DINA J FZE uses Hyperpay/Network International as payment gateway, a leader in online payments that uses the SSL (Secure Socket Layer) encryption procedure and 3D secure, the most efficient security system to date, and one that establishes an encrypted connection directly between the buyer and the bank.
DINA J FZE has no ability to access confidential information relative to payment methods used by the buyer during purchase. Essentially, only Hyperpay is able to access this confidential information and it remains inaccessible to third parties.
When will I be charged?
Once you have finalized your order on the Site, after having entered your payment information, the order is accepted and you will then be charged immediately as at the date of your order.
Can I have an invoice/receipt for my order?
Once the item is ordered, you will receive an invoice by e-mail, completed at the time of purchase. The buyer will also be provided with a paper invoice included in the shipping documents.