Ubuy UAE: delivery, returns and customer service
Reviewed by Omar KhatibUpdated
In short
This page explains how to contact Ubuy UAE, track, cancel and return an order, how customs work and how refunds and payment are handled. The numbers to remember: damage must be reported within 3 days and other problems within 7 days of delivery, and refunds take about 7 to 10 business days to a card, or 24 to 48 working hours as UCredit.
| Free delivery from | Not published |
|---|---|
| Standard delivery fee | Not published |
| Return window | Not published |
| Free returns | Not published |
| Cash on delivery | Not published |
| Pay later | Tamara |
From Ubuy’s own pages for UAE, read (partly from search snippets of those pages).
Customer service
Ubuy UAE lists a customer-services phone line on +971 45813624 and a WhatsApp number, +1 (985) 531-1119. Support is described as 24/7. Email and live chat are reached through the Contact us page; the address itself is not readable on the FAQ.
If a problem needs evidence, support sends a link to your registered email where you upload photos and videos with a short description.
Delivery and customs
Three shipping speeds are listed: Express, described simply as fast delivery, Standard at 10+ business days and Economy at 16+. Items from third-party sellers outside Ubuy's store countries can take 10 to 40 days. Shipping is charged once per order even if the parcel arrives in several shipments.
Customs can be handled two ways. If you pay customs, duties and taxes upfront at checkout, nothing more is due at the door, and if the real charge turns out higher than the estimate, Ubuy pays the difference. If you do not pay upfront, the courier collects duties and taxes on delivery and may add disbursement, handling, administration or bonded storage charges. Customs may ask for documents such as a national ID or passport, proof of payment, a prescription or a no-objection certificate. If goods are confiscated for missing paperwork, there is no refund, and if they come back to the warehouse, only the product price is refunded.
Tracking and changing an order
Track an order from the link in the confirmation email or SMS, from Track Order at the bottom of the website, or from track order under the menu icon in the app. Products cannot be changed once an order is placed; to get a different item you would need to cancel and order again.
Cancelling
Go to your account, select the recently placed order and click cancel. If the option is missing, contact support. If the seller has not processed the order yet, you get a full refund. If the seller has already dispatched it, a small cancellation charge may apply, and once the item has left Ubuy's warehouse, cancelling may no longer be possible.
Returns
Ubuy UAE accepts returns only when the delivered item is not what you ordered, is broken or faulty, or is incomplete; there is no exchange policy and no change-of-mind return. Report damage to both the courier and Ubuy within 3 days of delivery, and other problems within 7 days. The item must be unused and resalable, in the original brand box with the price tag, manual and warranty card, and with every accessory and free gift. You pay no return charges.
Not returnable: innerwear, lingerie, swimwear, beauty products, perfumes and deodorants, clothing freebies, grocery and gourmet food, jewellery, pet supplies, books, music, movies, batteries, digital products, refurbished or pre-owned goods, and anything used, installed, tampered with or missing its serial number. Sale and promotional items are refunded only if flawed.
- Contact Ubuy support about the wrong, damaged or defective item within the deadline.
- Upload photos and videos with a short description through the link sent to your email.
- If the return is approved, print the return label you receive by email and attach it to the parcel.
- Wait for the shipping company to contact you and arrange collection from your delivery address.
- Hand over the package and label; the item goes to one of Ubuy's international warehouses for inspection.
Refunds
Refunds start only after the returned item reaches the warehouse and passes inspection. Money to the original payment method takes about 7 to 10 business days, depending on your bank, while UCredit shows in your Ubuy account within 24 to 48 working hours. Customs paid upfront go back to the payment gateway; customs not charged upfront are refunded as UCredit only, and only when the delivery itself was at fault. Shipping fees are refunded only if the order was never delivered or was lost in transit.
Payment methods
The FAQ shows PayPal, Visa, Mastercard and Tamara, with prices in dirhams. In the new version of the app, checkout adds Apple Pay and Tabby. Ubuy adds no currency fee of its own, though your bank may. If money leaves your account but no order appears, wait 24 hours for an automatic reversal before contacting support.
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Frequently asked questions
How do I contact Ubuy UAE?
Call customer services on +971 45813624 or message +1 (985) 531-1119 on WhatsApp. Ubuy describes its support as 24/7, and email and live chat are available from the Contact us page. For a damaged or wrong item, support emails you a link where you upload photos and videos, so have them ready when you get in touch.
Can I cancel a Ubuy UAE order and get all my money back?
Yes, if the seller has not processed it yet. Cancel from your account under the recently placed order, or ask support if the button is missing. Once the seller has dispatched the item, a small cancellation charge may apply, and after it ships from Ubuy's warehouse a cancellation may be refused altogether.
What happens if customs charges more than Ubuy estimated?
If you paid customs upfront at checkout, Ubuy covers the difference and you pay nothing at the door. If you chose to pay on delivery, the courier collects the actual duties and taxes and may add handling, administration or storage charges. Paying upfront also matters later: upfront customs are refunded to your card, the rest only as UCredit.
Can I change the size or colour after ordering on Ubuy UAE?
No. Ubuy says it cannot change the product once the order is placed, and the UAE site has no exchange policy. The workable route is to cancel quickly, which gives a full refund if the seller has not yet processed the order, and then place a new order for the right item.
Why is my Ubuy UAE order taking more than a month?
It may come from a third-party seller outside Ubuy's store countries, and those items can take 10 to 40 days. Economy shipping is also listed at 16+ business days. Check the tracking link in your confirmation email or SMS, and contact support if it stops updating.
Money left my account but no Ubuy UAE order was created. What now?
Wait 24 hours. Ubuy says such payments are normally reversed automatically within that time, so check your bank statement the next day. If the money has not come back, contact support with the transaction details from your bank.
Sources
Ubuy in other Gulf countries
Ubuy KSA: delivery and returnsUbuy Kuwait: delivery and returnsUbuy Qatar: delivery and returnsUbuy Bahrain: delivery and returnsUbuy Oman: delivery and returns