Frequently Asked Questions

Unfortunately, we do not have an exchange policy. The customer can return a wrong, damaged, defective, or missing part / incomplete product. In case of damaged product, the customer should inform the assigned courier company and Ubuy within 3 days of the delivery and in case of other conditions the return window is open for 7 days after delivery. Our policy does not address customer concerns after 7 days of delivery. We apologize for the inconvenience caused.

The customer needs to contact our support team to report an issue regarding the damaged, defective, or wrong product. A link will be provided to the customer on the registered email address after the customer support team has been contacted.

Only wrong, damaged, defective product(s) or product(s) with missing parts can be returned.

• The customer must contact us within 7 days of the delivery.
• The product should be in an unused and resalable condition.
• The product should be in its original packaging including the brand
• The product must be returned by the customer in its entirety with all accompanying accessories or free gifts present therein.

• Specific categories like innerwear, lingerie, swimwear, beauty products, perfumes/deodorant, and clothing freebies, grocery & gourmet, jewellery, pet supplies, books, music, movies, batteries, etc., are not eligible for return and refund.
• Products with missing labels or accessories.
• Digital products.
• Products that have been tampered with or have missing serial numbers.
• A product that has been used or installed by the customer.
• Any product not in its original form or packaging.
• Refurbished products or pre-owned products are not eligible for returns.
• Products that are not damaged, defective, or different from what was originally ordered.

The customer can return a wrong, damaged, defective, or missing part / incomplete product. In case of missing product, the customer should inform the assigned courier company and Ubuy within 3 days of the delivery and in case of other conditions the return window is open for 7 days after delivery. Our policy does not address customer concerns after 7 days of delivery. We apologize for the inconvenience caused.

The customer can return a wrong, damaged, defective, or missing part / incomplete product. In the case of damaged products, the customer should inform the assigned courier company and Ubuy within 3 days of the delivery and in case of other conditions the return window is open for 7 days after delivery. Our policy does not address customer concerns after 7 days of delivery. We apologize for the inconvenience caused.

The customer must meet the following conditions to return any product:

• The customer must contact us within 7 days of the delivery.
• The product should be in an unused and resalable condition.
• The product should be in its original packaging including the brand’s/manufacturer’s box, user manual, warranty card and MRP tag intact.
• The product must be returned by the customer in its entirety with all accompanying accessories or free gifts present therein.

The customer needs to contact our support team to report an issue regarding the damaged, defective, or wrong product.

The customer must upload all the required images & videos with a short-detailed description of the issue that will help the team investigate the case.

To know more, please visit our return policy or contact our support team.

In the event of a return, the refund process will begin only after the product has been received, inspected & examined at our warehouse facility. Once the product is deemed eligible for a refund, the refund amount will be credited to your bank account/ Ubuy account /original payment method.

Once we initiate a refund, it will take approximately 7-10 business days for the amount to reflect in the original payment method. However, the time for refunds to your bank account will vary differently according to your bank's settlement policy. In the case of UCredit the amount will reflect in your Ubuy account within 24-48 working hours. Please contact our support team for more information.

• Monitor your bank account as the settlement of inter-bank transactions may takes longer than expected.
• Contact your bank and have the transaction ID ready to share.
• In case you have yet to receive a refund, please contact our customer support team.

Once the product returns to our warehouse, we would initiate a refund. It will take approximately 7-10 business days for the amount to reflect in the original payment method. However, the same varies according to the bank's settlement standards. In the case of Ucredit the amount will reflect in your Ubuy account within 24-48 working hours. Please contact our support team for more information.

The customer can return a wrong, damaged, defective, or missing part / incomplete product.

If the order is not delivered or lost in transit, a refund will be issued.

Please refer to the shipping policy and our customer service for further details.

You can track your order with the help of a “Track order link” that you will receive in your order confirmation mail/SMS.

You can click on ‘Track Order’ option available at the bottom of the page to track orders on our website.

App users can view the ‘track order’ option available on the menu icon. Feel free to contact our support team for further assistance.

Unfortunately, we cannot change the product once order placed.

Yes, an order invoice can be provided on request. Please contact the customer service team for assistance.

• Visit our global search engine to find the product you're looking for.
• Click on the desired product to view more details about the product.
• Select your desired item and select your preferred size and quantity. Once chosen continue by clicking “Add to Cart”.
• To view your cart, select the “view cart button”. Afterwards, you can select “Continue Shopping” if you would like to add more items or ‘Proceed to secure checkout’ if you would like to checkout
• Apply discount coupon if available
• If you wish to continue as a guest, please enter your email address and shipping information to proceed.
• If you are a returning customer, please enter your Login details to proceed.
• If you are a new customer and wish to register, register with your contact details.
• Choose your Shipping Method to proceed.
• Click your preferred payment method and click on proceed to pay option.
• Your order will be placed once payment is received by us.

In case the order is not delivered, please contact our customer support or the assigned courier company for assistance.

Orders are generally delivered within the time frame specified in the shipping method chosen by the customer at checkout.

When customs are required to be paid by the customer, delivery will be confirmed after the charges are paid.

Yes, you will get a call/SMS from the courier company prior to delivery. You can schedule the delivery accordingly.

• If the option is available in your country. You can choose to pay customs, duties, and taxes upfront or at the time of delivery. This option is available and calculated at the time of the checkout.
• Depending on the country. Customs, duties, and taxes may be charged upfront and calculated at the checkout. The customer does not have to pay anything at the time of delivery and if any amount is charged by the courier company, please contact our customer support for assistance.
• In some countries, the customs, duties, and taxes are not charged upfront. The customer will need to pay these charges to the assigned courier service.

Items in your order may be shipped to you in multiple shipments so that they get to you as fast as possible!

But don't worry! Any shipping is added only once to your order. You do not have to pay these again if you are receiving your order over multiple shipments.

• If customs have been paid upfront: The customer does not have to pay anything at the time of delivery and if any amount is charged by the courier company, please contact our customer support for assistance.
• In the case that customs, duties, and taxes are not charged upfront. The customer will need to pay these charges at the time of the delivery.

The courier company usually takes care of the customs clearance procedure. However, the customs authority might require an urgent declaration or additional documents from the customer. You will need to provide all required documents and paperwork as soon as possible to the courier company so that they can present them to the customs authority.

When the customs are not paid upfront with the order, the customer is responsible for paying customs charges, arranging necessary documentation, and getting the shipment cleared from customs.

As to each such purchase made by the customer through the Ubuy website, the recipient in the destination country in all instances shall be the “Importer of Record” and must comply with all the laws and regulations of said destination country for the product(s) purchased through the Ubuy Website.

The courier company usually takes care of the customs clearance procedure. In case the shipment is held at the customs clearance processes due to missing or absence of proper paperwork/documents/declaration/ government license or certificates required from the ‘Importer of Record’:

• If the ‘Importer of Record’ fails to provide the required documents and paperwork to the custom authorities and as a result the product(s) are confiscated by the customs, Ubuy will not issue a refund. Therefore, we strongly recommend that you make advance preparations & submit the relevant documents when requested by the custom authorities.
• If the shipment is returned to our warehouse in case of missing/absent paperwork etc. from the customer’s side, Ubuy will only refund the purchase price of the product(s) to the customer. Shipping and return charges will not be included in the refund.

• Product category and price
• Shipping costs and package weight
• Customs clearance channel
• Storage charges may apply if there is any delay in submitting the required paperwork.
• Customs duty-based import taxes
• Import duties are levied in accordance with the destination country's tariff schedule.
• The customer may receive multiple shipments for a single order; customs charges will be applied to every shipment accordingly.

To avoid the delay in the shipment, customs may require the following documents from your side:

• National ID
• Tax ID
• Passport
• Proof of Payment
• End use of the item
• Doctor prescription
• NOC

Customs authorities may also require additional documents not listed above. You will be notified by the courier company if a specific document is required for clearance purposes.

For upfront customs charges, no other charges will be taken.

For customs charges not taken upfront, the following charges may be collected by the courier company:

• Disbursement charges
• Bonded Storage if customer failed to share required document within time frame
• Taxes
• Handling fees
• Administration charges

• In the event that the order is not processed by the seller, a complete refund will promptly be issued from our side once the cancellation of the order is confirmed.
• Conversely, if the item you've ordered has been dispatched by the seller prior to cancellation, it is important to note that a minimal Cancellation Charge may apply. This fee is designed to cover any handling or processing costs incurred by the seller up to the point of dispatch, ensuring a fair and transparent approach to cancellations after the product has left their premises.
• Furthermore, when the product has been dispatched from our warehouse to your country, it is essential to understand that the cancellation option may no longer be available due to the logistical complexities involved in international shipping.

• Go to your account
• Under recently placed option, click on cancel and place your request.
• If the order cancellation option is not available, please contact us customer support team for order cancellation.

Ubuy do not charge anything extra apart from shipping and custom charges. Ubuy doesn't charge anything extra except shipping and custom fees. When you make a payment in a particular currency, your bank may charge for the currency difference if the transaction amount is in US dollars ($), euros (€) or another currency.

Below are the common payment options.

• PayPal
• VISA/Mastercard

Other payment options can be found at the bottom of the website

• Check your bank/card statement and see whether the amount has been reversed in your account.
• Wait 24 hours. The discounted amount will be automatically returned to your account. The amount deducted will be automatically reversed into your account.
• Contact our support team for further assistance.

• For customs paid front: Customs/Import duties and taxes fees levied at checkout are an estimation of the fees and are not exact. If actual customs fees exceed the estimated customs fees taken at the time of placing an order, UBUY will pay the additional fees charged.
• For customs that have not been paid upfront: Customs/Import Duties & Taxes will be calculated by the customs authorities.

On hold or cancelled order status means that we did not receive payment from you. If the order amount was deducted from your account and your order status is still showing on hold or cancelled, You can either wait a few days for the amount to be reversed in your account or contact our customer care for further assistance.

The T&Cs listed under the Campaigns & Offers are only valid and applicable for a limited time. These terms and conditions do not apply to already discounted products.

You must enter your discount coupon code in the appropriate field on the cart page or on the checkout page. Please ensure there are no additional spaces before and after the code or inserted in between while you type or paste the code into the given box.

The coupon code is applicable only on product price. Discounts are not applied on shipping and customs charges.

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• We recommend that you visit this page on a regular basis to stay updated with information regarding the cookies we use on our website.

• Your Consent - You agree to the use of cookies by us and our service providers by clicking on the accept cookies option while visiting our website.
• Can I withdraw my consent?

  Yes. If you wish to withdraw your consent, you will need to delete the cookies stored on your device in your web browser settings. Furthermore, change your web browser settings to disable cookies in the future to prevent cookies from getting stored on your device.

You can give us a call, contact us by email or live chat any time using the details provided on the 'Contact us' page.

Fulfilled products are those products that we arrange from the sellers of Store Countries (USA, UK, China, Japan, Hong Kong, and Korea). These products will get delivered to you within the selected time frame.

Non-fulfilled products are those products which are made available to you through third-party sellers. These merchants are situated outside the respective store countries. Thus, the delivery of such products may take up to 10 to 40 days. We expedite deliveries once the shipment has been received by our warehouse facility.

Please clear the cookies in your browser before you place an order.

• Go to tools
• Clear history
• Clear cookies
• Please proceed after restarting/refreshing your browser..

This path might be slightly different depending on the browser you use.

If you are still unable to place your order, please contact our customer support team for further assistance.

All products are delivered to customers by using the online invoice generated upon successful payment.

All delivery addresses are recorded in the order history and verified by our respective departments before delivery.

If the system flags any transaction as fraudulent, we verify this by analysing all parameters used to detect fraud. In case of doubt, the transaction will be cancelled and refunded within 7 working days.

Ubuy is a legitimate global e-commerce platform with its headquarters situated in Kuwait. It is a trusted cross border shopping platform with millions of shoppers around the globe that believes in the best customer service experience

We at Ubuy strictly adhere to all eCommerce protocols and policies in all the 180+ countries we operate in. We strive to constantly adapt to the ever-changing world in eCommerce by changing and customizing our operations to fulfill all your needs and requirements.

All transactions done through Ubuy are highly secure. We use advanced encryption systems in our payment process to ensure complete safety and protection for our valuable customers. In the case of any unlikely event or disputes regarding an incorrect or damaged product, a full refund is granted as per the Ubuy policy.

Thank you for all the support you have provided us over the years. We really value and appreciate that and will continue to provide better services every time you shop with us.

Ubuy has delivered over 10,500,000+ packages since founding in 2012. It has been providing millions of customers with branded and authentic products, in over 180 countries globally. Headquartered in Kuwait, it offers highly secure website services, using the latest technologies; to provide a seamless online shopping experience.

Ubuy offers highly secure website with advanced encryption systems for payment process to ensure complete safety and protection to our valuable customers.

Ubuy runs on HTTPS which is a more secure transfer protocol. All communications between your browser and the website are encrypted which means that all transactions are and more secure. All personal information is protected by secured networks to ensure all customer info kept safe and confidential.

In addition, information is encrypted via Secure Socket Layer (SSL) technology and the website is scanned on a regular basis. All transactions are processed through a gateway provider and are not stored or processed on our servers.

At Ubuy, your package safety matters to us. We are always ready to handle your packages during any delay that might occur due to flight delays or bad weather. We ensure that packages get delivered to you in a timely fashion by streamlining custom clearance procedures and working around national holidays.

Ubuy believes in best customer service experience, in case of any unlikely event, A full refund is granted as per Ubuy Refunds Policy.

For complete information please visit our website. If you have any doubts and queries, please feel free to contact us at any time at info@ubuy.com. We are always ready and happy to help you and have the best experience with us.