FAQ For Buyers

GENERAL


What is U2USHOP.COM?

U2USHOP.COM FZC (“U2UShop.com”) is the first electronic Corporate Marketplace in the UAE region.

U2USHOP.COM provides a reliable and trustworthy platform for buyers to purchase and make payments for a wide range of items promoted and sold by corporate sellers.

U2USHOP.COM was established in January 2016. From 2014 to 2016 it was wholly run and managed by U2U Connect. The Head Office is located at Level 19, Festival Tower, Dubai Festival City, Dubai, United Arab Emirates. 

 

Does U2USHOP.COM have a physical shop?

U2USHOP.COM does not have a physical shop anywhere in UAE but the company has a Customer Support Office to provide quick and efficient services to all users.

 

Why only Corporate Retailers/Sellers?

Buyers always need reassurance that they have made a good buying decision. Consequently, U2USHOP.COM considers all their consumers as “smart buyers” so buying any item from U2USHOP.COM must be their smart choice. They cannot be embarrassed by their decision and that is why U2USHOP.COM has raised the opportunities exclusive for “Corporate Quality Retailers/Sellers” only.

Secondly: Our members/consumers/buyers will certainly get the assurance somewhere that they are getting the best choice & price.

 

How do I ensure that all items are genuine?

Opening a corporate store is not easy. U2USHOP.COM does not allow any individuals to sell products. Only Corporate Retailers/Sellers can have their stores in U2USHOP.COM and all corporate stores owners have to pass through stringent procedures performed by our U2U Legal & Assurance Team. This helps us to certify that all products listed in U2USHOP.COM are physically available and are genuine and competitively priced.

In the event that you find the item is not genuine, we encourage you to give us your feedback so we can improve our customer service better. Another option is to lodge a complaint at complaints@u2ushop.com. We will forward and clear this matter with the particular corporate store owner that you have complained against.

 

How do I find a specific product?

You can choose product(s) from your desired categories (Shop By Categories) or by using the search bar.

 

I cannot find a product I am looking for, what should I do?

Let us know if you are not able to find any product that you wish to buy from U2USHOP.COM by dropping us an email at support@u2ushop.com and we will try and get it for you.

 

MEMBER RESOLUTIONS


Do I need to “Register Account” to place an order?

Creating a “Register Account” with U2USHOP.COM is not compulsory. You can even use a “Guest Account” to checkout without registering.

 

What are the benefits of being a registered account/member?

Having a “Registered Account” will offer you the following benefits:

1. Manage your account details, track your order status and review your past purchases/orders.

2. Save your shipping details for future purchases and a faster shopping experience.

3. Keep track of your past purchases.

4. Be informed about our latest stock, special online promotions, and discounts.

5. Several other associated benefits.

 

How do I register with U2USHOP.COM?

On the top at the right side, you can see “Login”, please click login, you will be directed to new page and follow the user-friendly instructions to become “A Member of U2USHOP.COM”.

 

Can I sign in/up through any social site links in U2USHOP.COM?

Yes, you can sign up/login through Facebook.

 

I forgot my password, what shall I do?

It’s so easy, you can click “Forgotten Password” and enter your email address associated with your account and you will be emailed your password.

 

What benefits do I get by receiving regular emails from U2USHOP.COM?

These are some of the benefits of receiving such regular emails:

1. You will get the updates of U2U’s upcoming events

2. Upcoming volunteer opportunities

3. Articles and blog posts related to U2U’s mission

4. U2U’s impact in the community

5. Many more

However, if you would like to unsubscribe from this great facility you can simply press “Unsubscribe” link at the bottom of any email received from U2USHOP.COM and you will be taken off the mailing list.

 

Is my information protected with U2USHOP.COM?

Data protection is a matter of trust and your privacy is important to us. U2USHOP.COM will only collect information where it is necessary to do so and if it is relevant to their dealings with you so you are protected in all aspects. Please refer “Privacy Policy” for further details.

 

How do I register a complaint against the store/seller?

U2USHOP.COM would like to know the details of any unsavory experience you have faced with any store.  You can register a complaint by sending an email to complaints@u2ushop.com or by contacting the customer support team. U2USHOP.COM assures you that they can sort out your issue on your behalf.

 

ORDER


How to place an order?

Step 1: Search Product(s).

You can choose product(s) from your desired categories or use the search bar.

Step 2: How to order?

Once the product(s) is selected, you will need to click “Add to Cart” with the desired number of the quantity you are looking for. Once you have added to the cart, a message will pop up showing that the item/product has been successfully added to your shopping cart. By pressing the “Shopping Cart” at the right top, you will see the summary of your shopping.

Step 3: Review your shopping and proceed to checkout.

Make sure that you have added all your desired products in the current shopping. If you want to shop some more press the “Continue Shopping” button that appears on the left bottom corner. When your shopping is over then simply press the “Checkout” button that appears on the right bottom.

Step 4: Sign in to checkout or register your account.

Sign into your account if you are a “Registered Member”. If you are not a “Registered Member”, then simply register by pressing “Continue”, or you can use a “Guest Account” to checkout without registering. After registering/signing in your account, press “Checkout” and you will be asked to fill the address details. You will need to fill the address information box if your mail address is different from the default address. If your address is different, click “Add an Address”.

Step 5: Place your order.

Once done with step 4, you will need to click and agree to the terms and condition and press “Continue to Payment”.

Step 6: Confirm order.

On the left-hand side, you can choose from your desired “Select Payment Method”. Currently, we have 3 modes of payment, “PayPal Express Checkout”, “Credit Card” and “Cash on Delivery”. In the middle, you will see the products that you are purchasing and on the right-hand side, “Shipping Address” and the “Shipping Method”. Once all set, please press “Confirm Order”. Once you confirm the order, you will be sent an order confirmation email. Now your order has been processed and you should get delivery within the number of days mentioned.

 

I have not received an order confirmation email, what shall I do?

You can send your purchase information details along with the Order ID either at Contact Us page or to support@u2ushop.com.

 

How to know if U2USHOP.COM has received my order?

After you “Place an order” in U2USHOP.COM, you will receive an order confirmation email if you are a registered member. And if you’re not a registered member, then you may email Customer Support Team at support@u2ushop.com with your purchase details such as Order ID and etc.

 

I have added my products to the cart, can I buy them later?

Once you add the items in the cart it will remain at your cart. You can sign in again anytime and continue shopping. Please note that the items in the cart will be removed in the following two circumstances:

1. You remove by yourself

2. Item is sold and not available or out of stock.

 

I want to buy a product which is sold out/not available/out of stock?

We recommend you to follow the “Corporate Store” “Follow Store” in order to get the regular updates through email when there is a new, same or similar stock added. Or you can simply press “Notify Me When Available” button on the same product page to facilitate the same.

 

How do I track my order?

You can track your order after you log in to “My Account” on the right top of the home page. Please click “View your order history” under “My Orders” and here you can see the status of your order(s). Your order will be carried out in 3 different phases:

1. Processed

2. Shipped

3. Complete

For more details, please click “How to Track your Order”.

 

How will I get my purchase invoice?

You will get the purchase invoice along with the order confirmation email. In case you have not received it, please fill the contact us form along with the purchase details such as order ID and etc., the customer support team will furnish the same to your registered email address.

  

Where I can see all my orders?

You can see your all orders in “View Your Order History” under “My Order”.

 

DELIVERY


How long will it take for my order to be delivered?

The delivery depends on what type of item(s) you have ordered and the shipping address. However, U2USHOP.COM usually delivers in 2 to 3 working days. You will also be notified through your registered email address about your order/purchase status in five phases.

  • Processing
  • Processed
  • Shipped
  • Delivered
  • Complete

And you can even track your item(s) by using the Airway Bill (AWB) link given in the order confirmation email. In case your order has not been delivered in the specified time, please contact our Customer Support Team at support@u2ushop.com with your purchase details such as Order ID and etc.

 

It’s a long time that I haven't received my item(s), what should I do?

Delay in delivery may be caused due to the following reasons:

  • Seller has not dispatched the item(s) on time.
  • The courier may have contacted the buyer many times and due to this the item(s) has been hold and awaiting buyer response.
  • The buyer might have requested the courier to deliver all items from all sellers in one go.

You can track the shipment status details by clicking the Airway Bill (AWB) link in your order history or in your order shipped email.

However, if you haven’t received your item within 10 working days, we apologize. You can call the customer support team and if your issue still not resolved in the next 2 to 3 working days, you will get your money back. If you opted for the “Cash on Delivery (CoD) payment method, then you do not need to do anything and If the payment method was through a credit or debit card, for such cancelled orders, the charged amount will be refunded to buyer’s U2U account within 10 working days (it may also take up to a month in the case of certain banks).

  

What should I do if I am unable to receive calls from the courier for my order delivery?

You can call the courier back and in case you are not able to chase them please contact our customer support team by sending an email with your purchase details such as Order ID and etc. to support@u2ushop.com and request for the same. They will certainly help you out re-scheduling a delivery.

In the event that the courier is not able to reach you for a maximum of three working days, U2USHOP.COM reserves the right to cancel the order.  If the payment was made through a debit or credit card, the charged amount will be refunded to buyer’s U2U account within 10 working days (it may also take up to a month in the case of certain banks) after deducting any applicable charges.

 

Can I get the item anywhere in UAE?

U2USHOP.COM delivers item wherever you want. Make sure that you provide the right address for the delivery so that it can reach you with no hassle.

 

Can I get the item outside the UAE?

No, currently U2USHOP.COM does not offer international shipping.

 

How much is the shipping cost for me?

If the store/seller offers you free delivery, then store owner bears the shipping cost and if there is no free delivery offered then the buyer bears the shipping cost, please refer “Consumer Buying Costs”.

 

CANCELLATION, RETURN & REFUND


How do I cancel an order?

You can cancel your order online before the product has been shipped, your entire order amount will be refunded. In case the item you have ordered has been shipped but has not yet been delivered to you, you may still cancel the order online in your registered account under “My Order”. Your refund will be processed once we receive the originally ordered item back from the courier. In case you require further help you can contact the Customer Support Team at support@u2ushop.com.

 

How long my cancellation process will take place?

The overall cancellation will take 2 to 3 working days. You will be informed through email once the cancellation is done successfully.

I have placed an order but it was cancelled by the store/seller?

In the event of an order being cancelled by a store/seller, you will be informed through a call or email that the item is not available. If the payment method was through a credit or debit card, for such cancelled orders, the charged amount will be refunded to your account within 10 working days (it may also take up to a month in the case of certain banks). In case you require further help you can contact the Customer Support Team at support@u2ushop.com.

 

I have placed my order by mistake now what should I do?

No problem, you can contact the customer support team either by a call or through email at support@u2ushop.com. 

 

What shall I do if the wrong item is received?

Step 1: If you have received an item that is not as per the listing in U2USHOP.COM or if it is defective or damaged, you can return the product for the replacement. Or you can request for the full refund in that case with free 15-day returns policy.

Step 2: You will be required either to call the customer support team or by filling the contact us form in U2USHOP.COM. You will then receive an email from the customer support team regarding the pickup information.

Step 3: Our courier partner will schedule your replacement pick up in 3 to 5 working days. It is your responsibility to ensure that the item is in its original packaging with no labels/barcode damaged.

Step 4: Our courier partner will deliver to the store/seller directly and will pick the real order purchased which will be delivered to your doorstep again in 2 to 3 working days from the day the item is picked up from the store/seller.

 

I have received a damage/faulty item, what shall I do?

If you receive a damaged or faulty item, you can call the customer support team or fill the contact us form in U2USHOP.COM or send an email at complaints@u2ushop.com. You will then receive an email from the customer support team regarding the pickup information. Our courier partner will schedule your replacement pick up in 3 to 5 working days. It is your responsibility to ensure that the item is in its original packaging with no labels/barcode damaged. Once approved (we will inspect as per the claims), as per your request, you will either get the full refund or the replacement.

 

Can I exchange an item?

U2USHOP.COM does not offer to exchange an item, however, customers can return an item and get a refund after deducting shipping costs back and forth (in case it is not the store/seller fault). Please refer to our “Return Policy” in detail.

 

Can I return an item and what is the time frame?

Step 1: If you are not satisfied with the item purchased from U2USHOP.COM, you can return it within 15 calendar days from the day you received your order and get a refund (after deducting applicable charges, if any) by either calling the customer support team or by filling the contact us form in U2USHOP.COM. or you may go to “My Orders”, you can find in your “Registered Account” and select “View Your Return Request” and fill up the necessary requirements.

Step 2: You will then receive an email from the customer support team regarding the pickup information.

Step 3: Our courier partner will schedule your return pick up in 3 to 5 working days. It is your responsibility to ensure that the item is in its original packaging with no labels/barcode damaged.

Step 4: Upon receipt of the returned item, our return item/product department team will inspect and process the refund accordingly. 

 

I have changed my mind, can I return an item?

If you have changed your mind before the product has been shipped, your entire order amount will be refunded.  In case you received the item purchased from U2USHOP.COM, you can return it within 15 calendar days from the day you received your order and get a refund (after deducting return shipping charges) by either calling the customer support team or by filling the contact us form in U2USHOP.COM.

 

I lost the item’s original packaging, can I still return it?

No returns will be accepted if the item is not in original packaging and with any labels/barcode damaged.

 

What do you mean by original packaging?

Original packaging means a brand-new, unused, unopened, undamaged item. In short, packaging should be the same as when it was delivered to you by our courier partner.

 

Can I return an item after 15 calendar days?

In case of faulty/damage goods:

Yes, you can still return provided store owner/manager approves your return after 15 days (however, U2USHOP.COM does not allow returns after 15 calendar days). We will contact the store owner/manager on your behalf and try to resolve this return issue (please note that it depends on their own return policies). If store owner/manager approves it, our courier partner will be picking and delivering to store owner/manager/representative directly. In this case, the buyer should bear return shipping costs. Once all necessary procedure is done, as per your request you can either get the refund or the replacement.

 

In case of no faulty/damage goods (that means buyer does not like it):

No, you cannot, but we can still contact the store owner/manager on your behalf and try to resolve this return issue (please note that it depends on their own return policies). If store owner/manager approves it, our courier partner will pick up the item and deliver it to the store owner/manager/representative directly. Make sure that item was in original condition when purchased by the buyer and the same condition when our courier partner picked the item from the buyer). In this case, the buyer will have to bear the return shipping cost. Once all necessary procedure is done, as per your request you can either get the refund or the replacement.

 

What are the items that cannot be returned or replaced?

  • Bundles offers cannot be returned as all items in the bundle do not have bar code/tags and cannot be resold.
  • Any clearance items (Displayed with No Return Policy Tag)
  • Any seal open products (i.e. used, damaged or not in the same condition as you received it)
  • Return request is made after 15 days return policy from the day of delivery.
  • Any consumable items that are used or installed cannot be returned.
  • Items with tampered or missing/damage serial numbers or missing price tags/labels.
  • Items received without original packaging and accessories (if any).
  • Defective items which are covered under the manufacturer’s warranty (in this case, please contact manufacturer’s customer support).
  • Following are the additional categories which cannot be returned:

                    - Undergarments

                    - Lingerie

                    - Socks, stockings, tights

                    - Books

                    - Music albums

                    - Swimwear

                    - Beauty and fragrances

                    - Fragile items

                    - Any hygiene items

 

Do I require to submit anything if I want to return an item?

Yes, to complete your return, U2USHOP.COM requires a proof of purchase. This can be anything from your receipt to the bank/credit or debit card statement that signifies you paid for the item.

 

Can I drop return item to the courier partner?

No, the return item can only be picked up by the courier partner.

 

When can I get my refund?

You will get the refund to your U2U’s account within 10 working days (it may also take up to a month. This depends on which bank you used and if the payment method was through a credit or debit card).

 

How can I receive a refund?

I paid by credit/debit card:

If paid through credit/debit card, you will get the refund to your U2U’s account within 10 working days (it may also take up to a month in the case of certain banks). You can either request for a withdrawal to the same credit/debit card or you can use the amount for your future purchases in U2USHOP.COM.

 

I paid by Cash on Delivery (CoD):

If paid through Cash on Delivery (CoD), you will get the refund to your U2U’s account within 10 working days. In case you request for withdrawal, your bank details will be required to transfer the amount (after deducting bank charges of AED 25 per transfer) or the same amount  can be used for your future purchases in U2USHOP.COM.

 

I would like to use my U2U’s Account Balance, how I can use?

For example, Your U2U’s Account balance is AED 100:

If your new order amount is less than or equal to AED 100 you can simply use your U2U’s Account balance, the amount will be deducted from your available balance. In case your new order amount is higher than AED 100 you can pay the balance amount by credit/debit card only. You cannot opt for Cash on Delivery (CoD) in this case for the remaining amount. However, if you are willing to opt for Cash on Delivery (CoD), your entire order amount shall be paid through Cash on Delivery (CoD) payment method and no amount will be deducted from your U2U’s Account balance.

 

Will I get my full refund if I claim during 15 calendar days?

If the item is returned within 15 days due to store/seller’s fault, you will get a full refund. And in  case you are returning the item because you have changed your mind  or you no longer like the item, you will only be refunded the item price.

 

It’s so long I haven't received a refund, what should I do?

If the refund was a result of returning an item, you can check the status of the refund in “View Your Return Requests” and “Your Transaction” details under “My Order”, and you can even ask the customer support team at support@u2ushop.com.

 

Who pays the return shipping cost?

If the item is returned within 15 days due to store/seller’s fault: The store/seller will bear the return shipment cost. If the buyer has paid the shipping cost for the first delivery, then the same will be charged back to the store/seller.

If the item is returned within 15 days by the buyer, and if he/she does not like it: The buyer will bear the return shipment cost (the return item shall be in original condition when purchased by the buyer and the same condition when our courier partner picked the item from the buyer).

 

OK, what about shipping cost of items returned after 15 calendar days?

Please note that No return is allowed after 15 calendar days. Please refer to details in “Can I return an item after 15 calendar days?”

  

WARRANTY & CLAIMS


How to use my product warranty?

At the time of delivery of the item:

In the event of product warranties, if there is any manufacturing fault at the time of delivery and/or within five calendar days from the date of delivery of the product(s), if any defect is found (Dead on Arrival), then the buyer of the product can ask for replacement of the product from the store/seller. Or you can contact the customer support at support@u2ushop.com

During warranty period:

If you have bought a product/ products that come with Manufacturer’s warranty and if any manufacturing fault surfaces during the warranty period mentioned on the warranty card, you can contact the Customer Support Team of the relevant manufacturer.

U2USHOP.COM can help facilitate warranty service of your product between you and the manufacturer but will not cover any expenses incurred for warranty service. For any products that have a warranty, U2USHOP.COM will not cover shipping charges.

For any defective products, you will have to wait approximately 2 to 4 weeks until U2USHOP.COM gets a replacement or repaired item back from the manufacturer or supplier. However, we suggest you contact the Customer Support Team of the relevant manufacturer directly for prompt responses.

 

How do I know my product is covered under warranty?

That information is clearly mentioned in the description of the product. Please read the offer note carefully on every product list to understand warranty period and conditions associated with it.

 

Do you offer repair services?

No, U2USHOP.COM does not offer any sort of repair services.

 

PAYMENTS


What are the payment options in U2USHOP.COM?

Following are the three payment options:

  1. Credit Card
  2. Debit Card
  3. Cash on Delivery (CoD)

 

What kind of cards does U2USHOP.COM accept?

U2USHOP.COM accepts all kinds of credit/debit cards from MasterCard and Visa. Other card processors will be added in the near future in U2USHOP.COM’s payment gateway.

 

What are the currencies U2USHOP.COM's accepts for the payment?

U2USHOP.COM’s payment gateways accept and process in many currencies. However, you will be settled in your local currency which you have selected.

 

I don’t use a credit card/debit card online, what shall I do?

You can pay for items by cash using one of the existing payment options (i.e. Cash on Delivery CoD).

 

RESOLVING ISSUES


I received a suspicious email from someone claiming to be U2USHOP.COM?

If you find any email suspicious that do not belong to U2USHOP.COM please report our legal team at legal@u2ushop.com.

 

REVIEW & FEEDBACK


How to leave feedback?

It’s not compulsory to leave feedback; however, leaving feedback builds trust and lets other members know about your buying experience with the respective store/seller.  Hence, all U2U members are encouraged to leave feedback on each transaction. There is no time limit, you can leave feedback as and when you want. If you have any question to ask, please contact the Customer Support Team by sending an email at support@u2ushop.com.

 

How to write a review?

It’s not compulsory to write a review, leaving review builds trust and lets other members know about the product you bought and share your experience.  Hence, U2U’s all members are encouraged to write a review on each product. You can write a review (leaving a good note such as “very genuine quality with a very reasonable price”), write your name and click any of the 5 options between Bad and Good. If you have any questions to ask, please contact the Customer Support Team by sending an email at support@u2ushop.com.

 

STORES


I would like to get regular updates of my favorite store/seller in U2USHOP.COM.

You can simply visit your favorite store or visit of their any products and click “Follow Store” and here you go with your regular updates. In case you require further help please contact the Customer Support Team by sending an email at support@u2ushop.com.

  

SAFETY & SECURITY


Is my information secured such as credit/debit cards?

Data protection is a matter of trust and your privacy is important to us. U2USHOP.COM will only collect information where it is necessary to do so and will only collect information if it is relevant to their dealings with you. Please note that U2USHOP.COM does not store or save credit/debit card information in their servers. The online payment system has been successfully passed through by one of the well-recognized financial institutions. All information in the website is encrypted using comodo Geotrust RapidSSL 256bit SSL Certificate.

 

Why am I required to show credit/debit card information?

To safeguard yourself and U2USHOP.COM, we should know the item is genuinely bought by you and card has not been used of others without the knowledge of actual credit/debit card owner.  You can always opt for cash on delivery (CoD) if you have more concerns about credit/debit cards information.