FREQUENTLY ASKED QUESTIONS

SALES FAQS

HOW CAN I RETURN A PRODUCT?

Returns are extremely easy and simple! Just go to the 'Return Or Exchange' and enter the required details like order number and Email ID to proceed with the process. Once the return request is submitted, we'll arrange to have the requested return item to be picked up within a quick 2-3 business days.

Please be advised that you can only return any Maze Kart product up to 7 days after receipt of your order. The returned product must also be unused in its original packaging with the invoice and product label intact. Promotional and sale items cannot be exchanged or returned.

If the returned items do not meet our quality standards like if there are stains, marks, perfume, etc.., the item will be returned to your shipping address, your return request will be cancelled and you will have to pay the shipping charges.

HOW WILL I GET MY REFUND?

Once your return request is submitted and the product reaches us at the facility, the item will undergo a quality check. If it gets approved, a full refund will be credited back to the original payment method used in the order.

Refunds for orders originating in the United Arab Emirates can take up to 14 days from the receipt of the order in our fulfilment centre, subject to bank processing.

Refunds for orders outside of the UAE can take up to 25-30 days from the receipt of the order in our fulfilment centre.

HOW CAN I EXCHANGE AN ITEM?

Exchanging an item is hassle-free. Simply go to the 'return/exchange page' and submit an exchange request within 7 days of receiving your order. After this step, kindly contact our Customer Support Team to arrange the collection of the item that you wish to exchange.

Please also be reminded that if the price of the new product chosen exceeds the price of the item being exchanged, you will have to pay the difference online. Otherwise, if the price of the chosen new product is less than the price of the item being exchanged, the difference will be given back to you in the form of store credit.

CAN I STILL CANCEL MY ORDER?

Yes, you still have the option to cancel your order at any time as long as you haven’t received the shipping email confirmation yet.

HOW MUCH IS THE COST FOR SHIPPING?+

We provide free shipping for all orders within the UAE above AED 200. Below 200 AED we charge a nominal shipping fee of 10 AED.

For purchases to KSA, Oman, all orders of AED 600 and above are eligible for free shipping. On the other hand, all orders of AED 599 and below have a shipping fee of AED 30.

HOW LONG DOES IT TAKE TO DELIVER MY ORDER?

Please see the delivery timelines below for each country:

UAE: 3-4 business days
KSA and Oman: 5-7 business days

MY ORDER IS MISSING/WRONG/DAMAGED! WHAT SHOULD I DO?+

We strive to provide flawless service to all our customers. If this happens to you, please contact our Customer Care Team as soon as possible for assistance. If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on our website, you can send us some photos of the wrong or faulty item through our website or via email. We will immediately arrange a return and process an exchange or a full refund for it.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept all major credit & debit cards including Visa and MasterCard. We DO NOT accept COD at the moment.

CAN I PAY ON AN INSTALMENT BASIS?+

Absolutely! You can now select Tabby at checkout and instantly split your bill into four easy payments, interest-free!

HOW CAN I CHANGE OR AMEND MY ORDER?

You can no longer make any changes to an order once it is placed. But you have the option of cancelling your order immediately and placing a new one.

MY ACCOUNT GOT CLOSED! WHAT HAPPENED?

We have easy return and exchange policies in place to give you an amazing shopping experience. But, a continuous breach of our policies may result in the permanent closure of your account.

 

ORDER PLACEMENT

HOW DO I PLACE AN ORDER?

Browse through our website, we provide various links to discover our items catalogue, once you have found just the right product for you, select quantity, size (size guide available), colour options (if available) and click on Add to Cart / Buy Now.
Review your order in the shopping cart, calculate the shipping cost and click to continue to checkout.
On the Checkout page enter your personal & shipping details and click continue. Choose a payment method and complete your order. It's that easy!
Once the order is placed you will receive an email with all the order-related information. Check My Maze Kart Account to track the order and other activities.

HOW CAN I EDIT THE ITEMS IN MY SHOPPING CART? 

You can add or remove items from the shopping cart, as you wish! To remove items from the shopping cart, click on the "Remove" button.

HOW DO I CANCEL MY ORDER?

You still have the option to cancel your order at any time as long as you haven’t received the shipping email confirmation yet. To cancel your order, go to 'My Account' and open the order that you wish to cancel. Once you have placed the cancellation request, you will receive an email from Maze Kart containing all the details. Once your cancellation request is approved, your order amount will be refunded back to your original mode of payment within 3-5 working days from the day you made your request.

WHAT SHOULD I DO IF MY ORDER DID NOT GET PLACED BUT THE AMOUNT GOT DEDUCTED?

Nothing to worry about, we've got you covered. Please reach out to our Customer Care Team at +971 52 984 7660 or drop us an email at support@maze-kart.com and we will assist you on this matter.

HOW DO I CHECK IF AN ITEM IS IN STOCK? 

All items on our website are in stock unless it is mentioned specifically that the item is out of stock.

HOW LONG DOES THE ITEM STAY IN THE CART? 

Added items will stay in your shopping cart for 7 days. If the item gets sold out, it will automatically be removed from the cart.

HOW DO I KNOW IF A PRODUCT I LIKE IS BACK IN STOCK? 

When a product is out of stock, you can leave your email address with us for a notification when the item is back in stock. That way, you will never miss a product!

Refunds for orders originating in the United Arab Emirates can take up to 14 days from the receipt of the order in our fulfilment centre, subject to bank processing.

Refunds for orders outside of the UAE can take up to 25-30 days from the receipt of the order in our fulfilment centre.

ORDER TRACKING

HOW TO TRACK MY ORDER?

It's easy! To track your order, go to 'My Account' and open the order you want to track and manage. You will see all the tracking information under the order tracking section.
If in case that the tracking info is unavailable in the order tracking section, please feel free to contact our customer service team, and we will assist you further.

WHAT IF AN ITEM IS ON PRE-ORDER? 

All items on our website are in stock. If an item is available for preorder it will be mentioned specifically.

IS ONLINE ORDERING SECURE? 

Shop with confidence, our website is 100% secure! Our digital platform is encrypted by 256-bit SSL certification. You can confirm this by checking the kayfi website URL. It starts with HTTPS; and not with HTTP.

HOW IS THE SHIPPING FEE CALCULATED? 

Our shipping charges vary from location to location. On the shopping cart page, you can check the shipping charges by selecting your delivery country. We also provide free shipping from time to time on selected items or orders.

DO YOU OFFER FREE SHIPPING? 

We provide free shipping for all orders within the UAE above AED 200.
For purchases to KSA and Oman, all orders of AED 600 and above are eligible for free shipping. On the other hand, all orders of AED 599 and below have a shipping fee of AED 30.

DO YOU DELIVER INTERNATIONALLY? 

As of the moment, we are only delivering to UAE, KSA & Oman. We will soon start shipping to GCC so stay connected for more.

PAYMENT & TAXES

HOW CAN I PAY FOR MY ORDER?

We accept all major credit and debit cards including Visa and MasterCard.

IS MY PAYMENT SECURE? 

Put your mind at ease. Your payment is completely secure with us. We use secure payment gateways and they observe reliable security measures.

CAN I PAY CASH ON DELIVERY? 

Unfortunately we are NOT accepting Cash on Delivery at the moment.

WHAT IS VAT? HOW IS IT CALCULATED? 

VAT is Value Added Tax. It is 5% of the value of sales. The price of items listed on our website is inclusive of VAT. You do not have to pay anything extra than what is shown on the website.

REFUND & EXCHANGE

HOW CAN I RETURN A PRODUCT? 

Returns are extremely easy and simple! Just go to the 'return page' and enter the required details like order number and Email ID to proceed with the process. Once the return request is submitted, we'll arrange to have the requested return item to be picked up within a quick 2-3 business days.
Please be advised that you can only return any Maze Kart product up to 7 days after receipt of your order. The returned product must also be in its original packaging with the invoice and product label intact. Promotional and sale items cannot be exchanged or returned.
If the returned items do not meet our quality standards like if there are stains, marks, perfume, etc.., the item will be returned to your shipping address, your return request will be cancelled and you will have to pay the shipping charges.

HOW WILL I GET MY REFUND? 

Once your return request is submitted and the product reaches us at the facility, the item will undergo a quality check. If it gets approved, a full refund will be credited back to the original payment method used in the order.
Refunds for orders originating in the United Arab Emirates can take up to 14 days from the receipt of the order in our fulfilment centre, subject to bank processing.
Refunds for orders outside of the UAE can take up to 25-30 days from the receipt of the order in our fulfilment centre.
Refunds will only apply to the amount of the item/s in your order/s with all applicable taxes and duties, not including the shipping fee and any customs fee.

HOW CAN I EXCHANGE AN ITEM?

Exchanging an item is hassle-free. Simply go to 'My Account' and submit an exchange request within 7 days of receiving your order. On the website, choose the new product that you want to exchange your item with.
If the price of the new product chosen exceeds the price of the item being exchanged, you will have to pay the difference online. Otherwise, if the price of the chosen new product is less than the price of the item being exchanged, the difference will be given back to you in the form of store credit.
Once the exchange request is submitted, you will receive an email from our Customer Care Team with your order's collection details.

CAN I RETURN OR EXCHANGE THE FREE OR PROMOTIONAL ITEMS?

Promotional & free items cannot be exchanged or returned.

COUPON AND PROMOTION

WHAT KIND OF PROMOTIONS DO YOU OFFER? 

Keep an eye on our website to learn more about our newest offers.

CAN I USE THE COUPONS MORE THAN ONCE?

Please refer to the terms and conditions of the coupon.

CAN I USE MY GIFT CARD MULTIPLE TIMES? 

Yes, you can reuse gift cards until the balance on the card is completely exhausted.

 

UAE: 3-4 business days
KSA and Oman: 5-7 business days

GENERAL FAQs

WHAT IS MY ACCOUNT? 

'My Account is your gateway to enjoying the Maze Kart shopping experience. It holds all your account-related information like Order History, Invoices, Shipping Addresses, Exclusive Offers, Customer Support & more, for the best experience possible.

HOW DO I REGISTER OR SIGN IN ON MAZE-KART.COM? 

To register an account, visit maze-kart.com/register and fill out a short form. We also let you create an account while placing an order with us. Once your account is verified you can always visit maze-kart.com/login to access your account details and exciting offers. Be 100% assured that your personal information is secure and protected with us as we use 256-bit SSL data encryption to keep our customer data safe.

MAZE-KART.COM IS NOT WORKING? 

We apologise for the inconvenience, sometimes technical maintenance activities are being run on the servers. In case of emergency; kindly get in touch with our Customer Care Team or drop us an email at support@maze-kart.com

WHAT ARE COOKIES AND HOW ARE THEY USED? 

Cookies are files installed on your computer, telephone, or tablet meant to record its activity while you browse through our website.. The use of cookies allows the server in which the web/app is located to recognise the browser you use. This grants you, a registered user, access to the areas and services without having to register on each visit and record your preferences about language, country, etc. in future visits.

HOW DO I CHANGE MY COOKIE SETTINGS? 

We recommend that you keep cookies turned on for the best shopping experience. Cookies help save your preferences so that you get a personalised user experience whenever you shop on our website. To change cookie preferences, go to the settings of your browser and click on the site settings. From there you can allow or disallow the site to use your cookies.

I FORGOT MY ACCOUNT PASSWORD? 

Don't worry! We are with you. To avoid this situation, we offer a simple and secured sign-in option via One Time Password (OTP) which you will receive on your registered email address. Problem Solved!

HOW TO DEACTIVATE MY ACCOUNT? 

It's sad to see you go! But if you’re really decided, you can go to the settings of your Maze Kart account and click on 'Deactivate Account'. You can also get in touch with our Customer Care Team to assist you with the process or drop us an email at support@maze-kart.com for more assistance. Hope to see you back soon!

HOW TO RETRIEVE MY ACCOUNT? 

We’re glad to have you back! All your account-related information like past orders, shipping address, invoices and exclusive promotions are kept in your Maze Kart account, you just have to log back in with the same username and password that you have used before. In case you still can't find what you are looking for, you can get in touch with our customer care team or drop us an email at support@maze-kart.com for assistance.

WHY SHOULD I CREATE A MAZE KART ACCOUNT?

My Maze Kart is your own personalised shopping experience. Want to know how creating an account with maze-karti.com benefits you?

1. Never miss a deal - You will be notified about our promotional offers and sales so that you never miss out on them.
2. Order Tracking - We provide live tracking via our Account section.
3. Express Checkout - It will ease your checkout process by refilling your delivery address and other preferences.
4. Fashion Trends - Keep up with all the latest fashion trends, and get customised notifications about our new products.

HOW DO I MODIFY MY ACCOUNT DETAILS? 

You can change your password, address and telephone number at any time. To do so, visit your details section under your Maze Kart account.

Can't find the right answer?

Please call us or write to us

+971 58 158 7660

support@maze-kart.com