Q: How can I place an order?

A: Simply browse our website, add your desired products to the cart, and proceed to checkout. You will need to provide your first name, last name, street address, city, phone number, and email address. Select your preferred payment method and place your order. Once confirmed, you will receive an order confirmation via email.

Q: What payment methods can I use?

A: We accept Visa, Mastercard, American Express, Apple Pay, and Cash on Delivery (COD) within the UAE. Installment options may be available on eligible orders via Tabby, subject to approval.

Q: Is online payment secure?

A: Yes. All online payments are processed through encrypted and secure payment gateways. Card details are not stored on our systems.

Q: Can I cancel my order?

A: Yes, you can cancel your order before it is dispatched. Please contact our support team as soon as possible with your order number. Once an order has been shipped, cancellation is no longer possible, but you may initiate a return after delivery.

Q: Where do you deliver?

A: We deliver across all emirates within the United Arab Emirates.

Q: How long does delivery take?

A: Orders are typically delivered within 1–3 business days. Orders placed before 5:00 PM (UAE Time) are usually processed the same day.

Q: Is shipping free?

A: Yes. We offer free standard shipping on all orders within the UAE. There are no hidden fees.

Q: Will I receive tracking information?

A: Yes. Tracking details are shared via SMS or email once your order is dispatched.

Q: Are the products genuine?

A: Yes. All products available on our platform are 100% authentic, brand-new, and sourced from verified suppliers.

Q: Do you sell refurbished or used products?

A: No. We only sell brand-new products. We do not offer refurbished, pre-owned, or used items.

Q: Are prices inclusive of VAT?

A: Yes. All prices displayed on our website include VAT in accordance with UAE tax regulations.

Q: Can I return a product if I change my mind?

A: Yes. Returns are accepted within 15 days of delivery, provided the product is unused, unopened, and in its original sealed condition with all accessories and packaging intact.

Q: What if the product is defective or incorrect?

A: Please contact us within 48 hours of delivery. After verification, we will assist with a replacement, return, or appropriate resolution.

Q: Is return shipping free?

A: Yes. Return shipping is completely free for all approved returns, including change-of-mind returns. Once your return is approved, we will provide a prepaid return shipping label that you can download and print at no cost.

Q: Are there any restocking fees?

A: No. We do not charge any restocking fees for eligible returns.

Q: How do I return a product?

A: Contact our support team with your order number and reason for return. Once approved, you will receive a free prepaid return shipping label to download and print. Pack the item securely in its original packaging and ship it back to us using the provided label.

Q: How long does refund processing take?

A: Refunds are processed within 7 business days to the original payment method after the return is received and approved.

Q: Do you offer exchanges?

A: Direct exchanges are not offered. If you wish to exchange a product, please return the original item for a refund and place a new order for the desired product.

Q: Do products include warranty?

A: Yes. Eligible products include up to 12 months warranty coverage against manufacturing defects under normal usage conditions.

Q: How can I request warranty support?

A: Please contact our support team via email or phone during working hours. Provide your order number and a description of the issue. Our team will guide you through the warranty claim process.

Q: What is not covered under warranty?

A: Warranty does not cover accidental damage, liquid damage, screen breakages, unauthorized repairs, misuse, or damage from third-party software. Please refer to our Warranty Policy for full details.

Q: Do you have a physical store or offer in-store services?

A: No. Pickrix Trading FZCO operates exclusively as an online platform via www.pickrix.com and does not offer walk-in or in-store services.

Q: Can I visit your office to place or collect an order?

A: No. All orders are placed online through our website and delivered to the address provided during checkout. We do not offer order collection from our premises.

Q: What are your support hours?

A: Our customer support team is available Monday to Saturday, 9:00 AM to 6:00 PM (UAE Time).

Q: How can I contact you for more information?

A: You can reach us via email at support@pickrix.com or call us at +971 050 879 3035 during support hours. You can also use the contact form on our website or message us via WhatsApp.

Q: Who should I contact if I have a complaint?

A: If you have a complaint or concern, please contact our customer support team at support@pickrix.com or call +971 050 879 3035. We take all feedback seriously and will work to resolve your issue promptly.