FAQs

FAQs – FREQUENTLY ANSWERED QUESTIONS

Our FAQs are categorized into the following sections:

  1. ABOUT US

  2. PRIVACY POLICY

  3. PAYMENT OPTIONS

  4. DELIVERY & SHIPPING POLICY

  5. RETURNS, REFUNDS & CANCELLATIONS

  6. PRICING & DISCOUNT POLICY

  7. HOW TO ORDER

  8. WALLET

  9. TAXES

  10. CUSTOMER CARE

Please contact our Customer Service Team at 800-VANITY (826489) or via email at care@vanitykart.com for more information.

  1. ABOUT US

What is Vanity Kart?

VanityKart is an online shopping destination that provides women with Exclusive Fashion, Beauty, Fragrances, Health & Wellness products, and related Services from trusted brands. Authentic products are sourced ethically from all over the world, be it that saree you need for your best friend’s wedding, or that glamorous gown by a trending Arab designer. We offer you a hassle-free online shopping experience at an affordable price. You can read more about Vanity Kart in our About Us section.

  1. PRIVACY POLICY

Is it safe to shop on Vanity Kart?

We do not share our customers' information with anyone, except in accordance with our Privacy Policy. We do not sell or rent your information to anyone else for their marketing purposes without your consent. Your payment details are saved in a secure payment system so that you can apply them to future purchases. At any point, you have the complete flexibility to decide not to save your payment options for your future transactions.

  1. PAYMENT OPTIONS

What Payment Method Does Vanity Kart Accept?

At Vanity Kart, the preferred payment method is via a secure credit card transaction.
Rest assured, your card number will be protected using industry-standard encryption protocols.
We guarantee a safe shopping experience on our website. We currently accept Visa, MasterCard & JCB credit cards.
Orders completed with credit cards will not be charged any additional fees.

Is It Safe to Use My Credit Card Online at Vanity Kart?

We apply stringent security protocols to ensure data privacy and online security through various hardware and software methodologies.

Do you offer Cash on Delivery?

Yes, we do offer Cash-on-Delivery for most items, except for some Customized or Made-to-Order items.

This information of Cash-on-Delivery eligibility will be shown to you on every Item Page as well as in your Shopping Cart, and throughout the Checkout process. The payment amount is reflected on the package invoice for your reference. You can refer to our Shipping Policy to view related charges, which may change at any time.

My Credit Card Details Have Been Rejected, what do I do?

Please double check the following common mistakes:

  • Is the card you used for ATM use only?

Some cards are not enabled for e-commerce shopping, contact your bank to enable your card for online shopping.

  • Were the following fields entered correctly?

    • Card Type (Visa, Mastercard, JCB etc.)

  • Card Number (without spaces or hyphens)

  • Full Name as it appears on your Card

  • Expiry Date

  • CVV code (3-digit number on back of card)

  • Is there sufficient limit on your credit card?

If all the above conditions are met, please call your bank to check if your credit card is eligible for online purchases or if there are any other reasons for blocking it from use on VanityKart.com

If you still face difficulty with your payment, kindly call us on 800-VANITY (826489) or email us at care@vanitykart.com

  1. DELIVERY & SHIPPING POLICY

VanityKart’s goal is to deliver to you the items you crave, in the safest, fastest, and most efficient way possible.

Our Shipping Policy highlights the different types of delivery methods we provide, as well as the related charges and restrictions for each.

What are your charges for Delivery/Cash on Delivery?

Domestic & International Shipments

        • Free Delivery! – For all Orders & Shipments in November 2018, with no minimum purchase required.
        • Zero Fees for Cash-on-Delivery Payments in November 2018.
        • Maximum amount permitted per shipment for Cash-on-Delivery (COD) is AED 1,000.
        • Cash-on-Delivery payment method will not be accepted for Customized, Made-to-Order, or Made-to-Measure items.
        • There are no other charges to be paid (import, clearing, duties etc.) for any shipment, except for those we have outlined in this policy.

    Shipment Value (SV)

    Delivery Charge

    COD Limit

    Cash on Delivery (COD) Fee

    Any Value – No Minimum Purchase Required

    FREE

    AED 1,000

    FREE

    Please contact our Customer Service Team at 800-VANITY (826489) or via email at care@vanitykart.com for more information


    What are my delivery options?

    We can ship to most residential and commercial locations within UAE. For order-delivery to international locations, please contact us at 800-VANITY (826489) or email us at care@vanitykart.com


    How long will it take to receive my order? 

    Your expected Delivery Time is shown on each Item Page, as well as during the Checkout Process.

    Please note that each Shipment will be delivered separately as per its expected delivery times.

    Can I track my order?

    You can see the exact location of each item in your order from your order details page. You can find Order Tracking Details under the My Orders section once you are logged in to your Vanity Kart account.

    What counts as a Business Day?

    • Business day is defined as morning 8.30am to 6.30pm on all working days other than Fridays and Public Holidays.
    • Delivery commitment for an order received on a business day before 12:00pm noon starts counting from the same day. For orders received after 12:00pm noon, it will start counting from the next day.
    • Delivery commitment ends when we make the first attempt to contact a customer to deliver an order as per the committed day, but the customer reschedules for a different delivery day or when the shipment has been delivered as per committed day. Delivery Commitment would also end when a customer calls our Customer Care Call Center to reschedule deliveries on dates other than committed date, cancels or makes changes in the order or refuses to accept the order.
    • We make our best effort to stand by the number of business days committed for each shipment in an order. However, sometimes delays become unavoidable especially with shipments that are imported. With import/international shipments, in some cases, you may experience slightly delayed deliveries up to 4 business days, about which we will keep you posted.

    1. RETURNS, REFUNDS & CANCELLATIONS

    Can I cancel an order?

    • Domestic Shipments:

    • For Regular/Branded Items- You can cancel your order of Regular/Branded items any time before the order is delivered to you.

    • Made-to-Order/Customized Items - If you fail to accept delivery after 3 attempts by our logistics partners - 50% of item value will be charged as a restocking fee, and delivery charges will be charged to you. Balance amount will be refunded to you.

    • International Shipments: Cancellation is allowed up to 48 hours from the time of placing an order. Thereafter, cancellation will not be allowed from web/app.

    • For Regular/Branded Items- If you fail to accept delivery after 3 attempts by our logistics partners - 10% of item value will be charged as a restocking fee, and delivery charges will be charged to you. Balance amount will be refunded to you.

    • For Made-to-Order/Customized Items - If you fail to accept delivery after 3 attempts by our logistics partners - 50% of item value will be charged as a restocking fee, and delivery charges will be charged to you. Balance amount will be refunded to you.

    Please contact our Customer Service Team at 800-VANITY (826489) or via email at care@vanitykart.com for more information. You can also refer to our Return Policy for more details.

    • I just canceled my order. When will I get my money back?

    In case of cancellations, your refund will be processed within 7-14 business days from submission of your cancellation. We will update you via email once your refund has been initiated. The total time for the refund to be reflected in your account depends on your refund method and issuing bank.

    • I accidentally ordered duplicate items. What should I do?

    We can cancel one item (in one order number) if you accidentally ordered it twice or if same item is ordered under a different order number. Please contact our Customer Service Team at 800-VANITY (826489) or via email at care@vanitykart.com and we will be happy to assist you.

    Your order status will be updated to “Canceled”; please wait for the system to refresh or wait for an email notification confirming your cancellation request.

    • Can I return an order if I don’t like the item or I’ve changed my mind?

    Domestic Shipments:

    • For Regular/Branded Items - Returns allowed up to 14 days from date of accepting delivery for most items. Acceptance of return is subject to and confirmed by quality checks done at Vanity Kart. Please note that Returns are not accepted for Lingerie, Earrings, some Jewelry and Hygiene-related products, and Made-to-Fit/Customized products.

    • For Made-to-Order/Customized Items -  Returns allowed if request raised within 14 days of accepting delivery, and only owing to quality defects or concerns subject to and confirmed by quality checks done at Vanity Kart.

    International Shipments:

    • For Regular/Branded Items - Returns allowed up to 14 days from date of accepting delivery for most items. Acceptance of return is subject to and confirmed by quality checks done at Vanity Kart. Please note that Returns are not accepted for Lingerie, Earrings, some Jewelry and Hygiene-related products, and Made-to-Fit/Customized products.

    • For Made-to-Order /Customized Items - Returns allowed if request raised within 14 days of accepting delivery, and only owing to quality defects or concerns subject to and confirmed by quality checks done at Vanity Kart.

    Please note that all returns must be in new condition and in the original packaging with all the accessories and tags and will be accepted based on Vanity Kart quality check. You can also refer to our Return Policy for more details.

    • What if my item(s) arrive damaged or incorrect?

    Please inspect your purchase immediately upon receipt and contact us within 24 hours of receiving your itemsIf there is an issue, please take photos of damaged or incorrect item(s) and photos of the packaging. If your item was shipped using a courier company, you must contact us immediately and note all damages on the shipper’s paperwork before signing for and accepting the delivery.

    • What if my item is missing?

    If your item is marked delivered but appears to be missing you must notify us within 24 hours of the delivery time and date. We cannot account for matters in which customers are not present at the time of delivery.
    The
     24-hour notification period also applies to items which are delivered but are not intended for immediate use.

    • What are my delivery options?

    We can ship to most residential and commercial locations. For order-delivery to international locations, please contact us at 800-VANITY (826489) or email us at care@vanitykart.com

    • How long will it take to receive my order?

    Your expected Delivery Time is shown on each Item Page, as well as during the Checkout Process.

    Please note that each Shipment will be delivered separately as per its expected delivery times.

    • How much does shipping cost?

    Shipping charges vary based on the items in your order, the point-of-origin of your shipment, as well as the mode of payment selected.

    You can also refer to our Shipping Policy for more details.

    • How long does it take the courier to collect the returned items?

    Typically, Courier representative will contact you within 3-4 business days from the day you requested a return. However, it may sometimes longer for the courier to collect the item, based on our operational constraints. If you are facing issues with your return, please contact us at 800-VANITY (826489) or email us at care@vanitykart.com with your Order ID.

    • Can I schedule a time with the courier to return an item?

    As of now, you will not be able to contact the courier company directly. However, once our courier representative contacts you to schedule the time for the pick-up of a return item, you may provide your preferred timings to them.

    • Can I return an item through my courier company or personally drop it anywhere?

    As of now, the item can be returned to us only through one of our assigned courier services who would be contacting you to schedule a time for return pickup.

    • Can I Replace or Exchange an item rather than a refund?

    As of now, Vanity Kart does not offer replacement or exchange of an item; however, you can still return a return-eligible item and receive a full refund. Please refer to our Return Policy for more details.

    • How can I receive a refund if I paid by Credit Card?

    If you have paid through electronic means (Credit or Debit card), the paid amount will be refunded to your card. The amount paid may take up to a month to reflect in your card statement, depending on individual’s bank process. However, we will always make the best efforts to ensure that your payment is refunded to you quickly.

    • I lost the Original Packing in which I received the item, how can I still return it?

    We accept return of item only if it is in an unopened, original box and/or packaging intact with all labels and barcodes on it.

    For exception cases and appeals, please contact us at 800-VANITY (826489) or email us at care@vanitykart.com with your Order ID.

    • Can I self-collect the items?

    To keep our operation running as efficiently as possible, we send all your items to you directly through our logistics partners. As of now, there is no option for self-collection of your orders.

    • Who Pays for the Shipping Charges, When I Return an Item?

    You can return an item without paying for return shipping charges. The product price would be transferred to your Vanity Kart Wallet Account. You can reorder any item of your choice from vanitykart.com using the Wallet Amount that was refunded for the returned items. Shipping charges will be applicable when you are placing your order using the Wallet Amount.

    • Where Can I Find the Pre-Paid Shipping Label / Air Waybill?

    Once you place a request to return an item, the pre-paid shipping Label / Air Waybill will be sent to your email to ensure you can return the item. We welcome our customers to return the products that are defective due to manufacturing and/or workmanship. Fulfillment mistakes that may be made which result in the shipment of incorrect products to you will also be accepted for return. Gift voucher refund remittance in customer’s Vanity Kart wallet or Cash refund will be in customer’s Vanity Kart Wallet within 7 working days.

    • Can I change items from my order after my order has been processed?

    We currently do not have an option to change nor add an item once the order has been placed. You may request for cancellation, so you can place a new order, please contact us at 800-VANITY (826489) or email us at care@vanitykart.com.

    • I Am Not Satisfied with The Product I Received, What Should I Do?

    If you are not 100% satisfied with your purchase, you can request for return by following these steps:

    • Please make sure to contact us within 24hrs. from the day your order is delivered.

    • Ensure that the item is in its original packaging, unworn/unused and in the same condition you received it.

    • If the item you have received is damaged, defective or not as described on the website, you can also request for return.

    1. PRICING & DISCOUNT POLICY

    • Are the prices on the website final?

    Our goal is to provide the best value for authentic products sourced globally, and we hope you appreciate and enjoy the unique and exclusive items that we offer on Vanity Kart.

    The prices listed on our site are final, however they are subject to change at any time without prior notice.

    In the case of a Pricing Error or System Error on Vanity Kart website or app, we reserve the right to cancel your order if we believe that the Pricing displayed to you is due to any human or systemic error.

    • I want something not listed on Vanity Kart.

    If you want something that is sold online, but cannot find it on Vanity Kart, please send us an email to care@vanitykart.com with a link or picture of the item, and we will try to get back to you as soon as possible with the item availability or alternatives you may like.

    • Where do I input my Coupon code on the website?

    Coupons can be redeemed during the Checkout process, in your Shopping Cart and prior to making your Payment:

    • At the Payment section, you will find a Coupon code box under Order Summary.

    • To use your Coupon code, enter it in the Coupon code box and click "Apply Coupon".

    • If your Coupon is valid, a corresponding deduction will be applied to your total amount.

    • Only 1 Coupon Code can be redeemed at per transaction.

    • Each Coupon Code will have its own set of Terms & Conditions, and Expiry Dates.

    1. HOW TO ORDER

    • Can I call Vanity Kart to place an order?

    We can assist you to place your order over the phone. However, we highly recommend you check out how to make a purchase online here: How to Order. If you are unable to place an order online, please contact us at 800-VANITY (826489) or email us at care@vanitykart.com, and we will be happy to assist you.

    • How do I place my order?

    Once you have finished adding items to your shopping cart and are ready to complete your transaction, please click on the “Checkout” button. You will then be transferred to our secure server and asked to either

    • Sign In to your Vanity Kart account

    • Sign Up for a new Vanity Kart account

    • Sign In via Google or Facebook Social Login

    • Continue to Checkout as a Guest User

    • Once you decide how to proceed, you will be prompted to enter the name and address of the intended recipient of your shipment (i.e. your delivery information), followed by your Payment-method selection and details. Should you encounter any difficulties during the checkout process, please contact us at 800-VANITY (826489) or email us at care@vanitykart.com, and we will be happy to assist you in placing your order.

    • How do I view what’s in my Shopping Cart?

    To view the contents of your cart, click on the “View Cart” icon in the upper-right corner of your screen.
    Once you click on this icon, you can edit the quantity or items in your cart, and verify your Order Summary before proceeding to Checkout.

    • How will I know that you have received my order?

    After you successfully complete the checkout process, you will receive an Order Confirmation via e-mail and SMS message on your registered mobile number, confirming that we have received your order.

    Please be sure to enter your e-mail address and mobile number correctly on the order form so that we can be sure to deliver your confirmation to you.

    • Why am I asked to verify my phone number when signing up to Vanity Kart?

    Vanity Kart registration requires you to have a valid phone number and email address in case we ever need to contact you about your order status. Verifying your phone number can be completed very quickly and involves receiving an OTP based confirmation during the registration process and entering the temporary PIN number provided.

    1. WALLET

    Vanity Kart wallet is a payment method via your funds in your Vanity Kart account, which can be used either for your future purchases, or securely withdrawn by you. In some cases, refunds for your orders will be credited to your Vanity Kart wallet.

    1. TAXES

    Value Added Tax (VAT)

    What is VAT?

    A Value Added Tax (VAT) is an indirect tax that has been introduced by the government. The VAT is applicable to both individuals and businesses and is imposed on most goods and services that are bought and sold.

    How is VAT calculated, and on which items?

    All items sold on Vanity Kart are shown with the Pricing inclusive of VAT.

    If you buy something for AED 100, this price already includes VAT.

    Once the payment invoice is created, you will see a further breakdown which indicates that the actual price of the product is AED 95.24, with the remaining AED 4.76 as the 5% VAT charged on the product.

    You still pay only AED 100, don’t worry!

    1. CUSTOMER CARE

    For any additional questions or concerns you may have about:

    • Using Vanity Kart website or app

    • Creating an Account and managing your Account Details

    • Browsing for and Adding items to Shopping Cart

    • Payment & Placing Orders

    • Delivery & Order Tracking

    • Returns, Refunds & Cancellations

    • Pricing & Discounts

    • Partnering with Vanity Kart for your Brands or Services,

    please contact us at 800-VANITY (826489) or email us at care@vanitykart.com, and we will be happy to assist you.