Frequently Asked Questions
A. Placing orders
1. How to place an order?
Create an account, select your favorite products and proceed to checkout. Enter your shipping address and specify your preferred payment method. After reviewing your choice, select place order.
2. How do I create an account?
Select the product of your choice or click the Account icon. You will be redirected to the Create Account page. Enter your name, email address and password to create your account.
3. How can I track my order?
You can track your order here.
4. Can I revisit items in my wishlist later?
Yes, you can revisit your wishlist anytime, whether to add, remove or purchase products.
B. Payments
1. What payment options do you accept?
We accept online payments through Visa and MasterCard credit/debit cards in AED currency.
2. Is there a long-term payment plan I can sign up for?
Yes, we support various installment programmes from 15 different banks. You can learn more here.
3. Are my payments secure?
Yes, all payments are secured by 128-bit SSL encryption technology to protect customer's information and prevent fraudulent transactions.
4. What if my payment fails?
If a customers' payment is found to have failed, E-City will swiftly issue a refund for the same. In the event of payment failure, you can contact customer service at support@ecityuae.ae.
C.Delivery
1. Do you deliver anywhere within the UAE?
It takes 2-4 business days to deliver an order within the UAE. In case of items such as refrigerators, TVs of size 49” and above, washing machines and other major appliances (which are delivered by the supplier) the delivery happens within 5-7 business days.
2. Do you provide international shipping?
No, unfortunately, we do not provide international shipping.
3. What are my delivery options?
Click on a product to learn more about the available delivery options for it.
4. Am I eligible for free shipping?
Making a purchase of AED 1000 and above makes you eligible for free shipping!
D. Cancellation Policy, Return Policy and Warranty
1. How to cancel an order?
If E-City is unable to fulfill certain orders due to any reason they can cancel the order and refunds will be processed using the original mode of payment.
Customers may request cancellations for their orders before the products have been shipped. Refunds will be processed using the original mode of payment. If you encounter any difficulties during the cancellation process, please don't hesitate to contact our customer care team at support@ecityuae.ae or call us directly for assistance.
2. What is the warranty policy of the company?
• Warranty is applicable upon the presentation of the original invoice at the E-city stores or authorized center.
• E-city will facilitate the repair process by coordinating with the respective service centers. Warranty is limited to repairing or providing replacement of part/s through authorized service partners that are found defective and not the entire replacement of the products.
• Replacement or exchange of products should be approved by manufacturers or distributors and is at sole discretion of manufacturers or distributor.
• In case the product is replaced or repaired, then the warranty is continued from the original product purchase/invoice date.
• The company or its authorized service partners/dealers reserves the right to retain any component in its discretion in event of defect noticed during the warranty period, hence customer cannot demand the parts to be returned back.
• Warranty does not cover external parts or accessories of the products.
• Warranty does not cover any consumables/FOC (Free of Charge) items and ordinary wear and tear.
Visit your nearest E-City store or check the product page for specific details on a product's warranty.
3. What is the company's exchange policy?
At E-City, we provide a 1-year replacement warranty plan. You can learn more here.
