ECLOTIQUE GENERAL TRADING L.L.C- S.P.C.
WEBSITE (www.eclotique.com)
Q&A
1. HOW DO I PLACE AN ORDER?
To place an order, you can browse our online store and add the items you want to your cart. When you are ready, you can proceed with checkout, enter your shipping and payment details, and confirm your purchase. You will receive an order confirmation email once your order is successfully placed.
2. DO I NEED AN ACCOUNT TO PLACE AN ORDER?
No, you can check out as a guest without creating an account. However, registering an account allows you to track orders easily, save your shipping information, and receive exclusive offers.
3. WHAT PAYMENT METHODS CAN I USE?
We offer 35 different payment methods including major providers like Mastercard, Visa, Paypal, American Express and Diners as well as many different local payment methods including Tabby and Tamara, where applicable. Cash on Delivery is also available, subject to an additional charge of __ AED.
All payments are processed securely through encrypted systems to ensure a safe and seamless checkout experience.
4. WHAT SHIPPING METHODS CAN I CHOOSE?
We offer several delivery options, including standard and express shipping; as well as store pickup (Click&Collect). Shipping options, delivery times, and costs vary depending on your location and the products in your cart. All available methods will be clearly displayed at checkout before you complete your order.
5. DO YOU SHIP INTERNATIONALLY?
Yes, we ship to most countries worldwide.
i. UAE: We provide fast delivery across the United Arab Emirates. Delivery times and fees will be displayed at checkout.
ii. GCC Countries: We ship to GCC countries including Saudi Arabia, Kuwait, Oman, Bahrain, and Qatar. Shipping options, estimated delivery times, and costs vary by destination and will be shown at checkout.
iii. Other International Destinations: Shipment to selected countries worldwide is also available. Shipping methods, delivery times, and fees will be calculated and displayed during checkout based on your location.
Please note that international orders may be subject to customs duties or taxes, which will be the customer’s responsibility.
6. HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Delivery times vary depending on your location and the shipping method selected:
a. UAE: Orders are typically delivered within 1- 3 business days. Same-day or next-day delivery may be available for selected areas and will be shown at checkout.
b. GCC Countries: Orders usually arrive within 3 - 7 business days, depending on the destination and customs clearance.
c. Other International Destinations: Delivery times vary by country and shipping method, and are generally 7 - 14 business days. Estimated delivery times will be displayed at checkout.
d. Store Pickup (Click & Collect): Once your order arrives at the Store, you will receive a notification via email or SMS confirming that your order is ready for pickup. Orders are generally ready to pick-up within 1-3 business days, once the order is placed.
Please note that delivery times are estimated and may be affected by factors such as customs processing, public holidays, or unforeseen delays.
7. HOW DO I TRACK MY ORDER?
Once your order is shipped, you will receive an email with a tracking number and a link to the courier’s website. You can use this information to track your package until it is delivered.
8. DO YOU CHARGE ANY SHIPPING FEES?
Shipping fees apply and vary depending on the delivery method you choose, your location, and the items in your order. Any applicable shipping costs will be calculated and clearly displayed at checkout before you complete your purchase. Please note that international orders may be subject to customs duties or taxes, which are the responsibility of the customer.
If you choose Click & Collect, you’re welcome to pick up your order from the Store at no additional cost.
9. DO YOU OFFER IN-STORE PICKUP?
Yes, we offer in-store pickup (Click & Collect) at our store in Rixos Premium Saadiyat Island, in Abu Dhabi, UAE. You will be notified via email or SMS once your order is ready for pickup. For store location details, please visit our Store Locations page.
10. CAN I MAKE CHANGES TO MY ORDER AFTER ITS BEEN PLACED?
You will be able to update your shipping address if your order has not yet been processed or shipped. Please contact our customer support team via info@eclotique.com as soon as possible, and we will do our best to assist.
11. IS BUYING ONLINE SAFE?
Yes. Our website uses advanced encryption and secure payment gateways to protect your personal and payment information. We follow UAE e-commerce security standards, so your data and transactions remain safe throughout the entire shopping process.
12. HOW CAN I USE A PROMO CODE?
During checkout, you may enter your discount or promo code in the “Promo Code” field and click “Apply.” The discount will be automatically deducted from your order total before you complete the payment.
13. HOW CAN I CANCEL OR CHANGE MY ORDER?
You can request to cancel or modify your order as long as it hasn’t been processed or shipped yet. Please contact our customer support team via info@eclotique.com as soon as possible with your order details so we can assist you.
14. HOW CAN I RETURN A PRODUCT?
You can return a product within our return period, within 14 days, if it is unused and in its original packaging. To initiate a return, you can log in to your account and select the “Return” option under your order, or contact our customer support team via info@eclotique.com for further assistance. Shipping fees for returns may apply depending on the reason for the return.
15. WHAT SHOULD I DO IF RECEIVE A DAMAGED OR WRONG ITEM?
If you receive a damaged or incorrect item, please contact our customer support team via ____ immediately with photos of the product and packaging. We will arrange a replacement as quickly as possible.
16. ARE ALL PRODUCTS AUTHENTIC?
Yes, all products sold on our website are 100% authentic and provided directly by official brands or authorized distributors.
17. DO YOU OFFER WARRANTIES ON PRODUCTS?
Yes, many of our products come with manufacturer warranties. Warranty details vary by brand and product, and information is provided on each product page. Please contact customer support via info@eclotique.com if you need assistance with a warranty claim.
18. Can I PRE-ORDER AN ITEM?
Currently, we do not offer pre-orders. However, for out-of-stock items, you can sign up for restock notifications on the product page, and we will notify you as soon as the item becomes available.
19. DO YOU OFFER GIFT WRAPPING OR GIFT CARDS?
Yes, we offer gift wrapping for selected products and digital gift cards that can be used online. Options will be available during checkout where applicable.