© 2015 by Ebtessam Mousa Trading. By Ebtessam Mousa Group

  • White Instagram Icon
  • w-facebook
  • w-youtube
  • Twitter Clean
  • W-Pinterest

Customer Support

 Frequently Asked Questions (FAQs)

 

Payment and Payment methods and Pricing

 

Q: Why does an item have different prices?

A: Ebtessam Mousa Trading has many retailers and each one sets their own prices. In addition, a retailer may have a special offer or promotion. Ebtessam Mousa Trading gives you the ability to compare different products easily and choose the best deal.

 

Q: Is it safe to submit my credit or debit card information on Ebtessam Mousa Trading?

A: Yes, we understand that the safety of your personal information and especially your credit card information is extremely important to you. We have therefore put stringent security measures in place to ensure that your credit card and personal information is never at risk.

It is our commitment to you to ensure that your private information is being transmitted in a safe and secure manner.

If you save your Credit Card / Debit Card information on FunShop.ae as part of your profile for future purposes, then it will be saved on a very secure banking system and not on FunShop.



Q: Will Ebtessam Mousa Trading send me an order confirmation?

A: Yes, an order confirmation will be emailed to your registered email address once the transaction has been completed.

A copy of your order confirmation will also be saved to your Ebtessam Mousa  account so that you may retrieve the transaction information at any time.

Please call us on +971-501-54-1313 or send us an email at sales@ebtessammousa.com if you should require further assistance.

 

Q: What payment methods can I use?

A: We accept Credit Cards (issued by Visa, MasterCard), most Debit Cards as well as Cash on Delivery (COD). COD is accepted for orders that are to be delivered within the United Arab Emirates.

 

Q: Do you charge sales tax on any item?

A: No, in the United Arab Emirates most items are not taxed. Items sold on Ebtessam Mousa Trading do not therefore have sales taxes added.

 

Secure Ordering & Payment Options

Ebtessam Mousa Trading is dedicated towards providing secure online payment methods to its shoppers. That’s why we've enabled 3-D Secure technology, an added level of security for Visa and MasterCard payments, which protects you from the unauthorized use of your credit card.

3-D Secure technology consists of the programs Verified by Visa and MasterCard SecureCode.

How it works

 

After you enter your credit card details in our online store, if your card is registered for 3-D Secure protection, a new window will appear requesting your personal security code. Your financial institution will authenticate the transaction within seconds, which will confirm that you are the individual making the purchase. If your card or bank does not have the facility of 3-D secure, you will not be prompted for a personal security code and continue to place your order.

 

Activation

 

If you haven't yet registered with Verified by Visa or MasterCard SecureCode and are prompted, you'll need to activate this feature first. You can do this during the payment process, or activate it in advance by talking to your bank. After you register, you can use the security code for all your online transactions and ensure extra safety across all online transactions



​Returns & Refunds


Ebtessam Mousa Trading aims to ensure that you have a hassle-free shopping experience and completely satisfied with your purchase. We take pride in the quality of products we sell and offering great customer service is our top priority.

For this reason, we offer an easy 3 Day Returns Policy, no questions asked from the date of delivery. Please use the following guidelines to process a return:

 

  • Most items can be exchanged or refunded for any reason within 3 calendar days from the date of delivery, provided that they are in their original condition within the original packaging, with all the tags and labels attached and inclusive of all original spare parts, accessories and documentation such as manuals. Items that are not returned as described above may not be accepted by the retailer for an exchange or refund.

  • We cannot accept returns on some products due to hygiene reasons as well as product specific limitations. Please see FAQ for any specific exclusions.

  • You will not be charged any shipping fees for returning items if they were not as per your order or damaged when you received them. If you are returning an item for any other reason, then you will need to bear the cost of return shipping.

  • To return an item, please call our customer service on +971-501-54-1313 or send us an email on sales@ebtessammousa.com

  • For return policy on pre-ordered items, please refer to the product page on the site.



Place an Order

Q: How do I shop at Ebtessam Mousa Trading?

A: Log on to www.ebtessammousa.com to start shopping. You can shop either as guest or registered user.

 

Q: How do I checkout?

A: You can add the products/ items in your Basket. Clicking Checkout button on your Shopping Basket page, you can start the Checkout process.

 

Q: Can I buy more than 1 item at a time?

A: Yes, you can add as many items as you like to your Shopping Basket and then perform one Checkout to purchase them together as one order.

 

Q: Can I buy from more than 1 retailer in one checkout?

A: Yes, you can buy items from multiple retailers and purchase them together with a single Checkout. You will be shown a total for each retailer and a grand total for the whole order. Please note that your items may not all be delivered together in one package.

 

Q: Is it safe to shop at Ebtessam Mousa Trading?

A: We understand that the safety of your personal information is extremely important to you. We have therefore put stringent security measures in place to ensure that your online shopping experience at Ebtessam Mousa Trading is as safe as possible.

 

Products and catalogues

Q: Why can I not find an item that was displayed on Website before?

A: It is possible that the retailer is not selling the item any more, or that the manufacturer no longer produces it, but there may be other reasons.

Items may from time-to-time be removed from Ebtessam Mousa Trading by retailers if they choose to discontinue selling these items. Items that were available earlier may not be viewable once they have been discontinued.

Additionally, as newer items are added to Ebtessam Mousa Trading stores, the item that you might have seen before will now have moved further down the product listing. If you would like to find a specific product on Ebtessam Mousa Trading that is no longer available where it was shown previously, we recommend that you use Ebtessam Mousa Website search tool, as your item may be available elsewhere.

Will the color and tone of the product shown on Ebtessam Mousa Trading Website be exactly the same as the item that will be delivered to me?

The images of the products on Ebtessam Mousa Trading Website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your device's display of the colours and tones will accurately reflect the colour and tone of the actual product. Your product may vary slightly from the images on Ebtessam Mousa Trading Website for a variety of reasons, including inconsistencies in device displays and different light sources.

If your ordered product is delivered in a completely different color to what is displayed on Ebtessam Mousa Trading Website (e.g. white instead of black), then you may return the unused product for a full refund.

Please refer to MyDubai.Club returns policy for more information.

 

Delivery

Q: How long will it take to deliver my order?

A: Standard delivery orders to destinations within the UAE are usually delivered within 2 to 3 business days. Deliveries to GCC countries are usually delivered within 3 to 5 business days, and other international destinations within 7 to 10 business days.

Please note that deliveries to international destinations can be delayed because of inspections by customs authorities and that these delays are not included in our delivery estimates.

 

Q: Is international delivery offered?

A: Yes, we deliver to most International destinations unless a retailer has limited certain products or brands to certain countries.

 

Q: How much does delivery cost?

A: Deliveries within UAE are currently free of charge on all orders over 100 AED

For all orders lower than 100 AED its cost 15 AED

For all other destinations, delivery costs are calculated based on the weight and dimensions of the order. Delivery rates are calculated at the time of checkout based on the items you choose, so you know exactly what the cost of delivery is before placing your order.

Please note that for international orders may incur additional costs like customs duties and that such costs will be payable by you to the shipper when your items are delivered.

 

Q: What is the return policy on Ebtessam Mousa Trading?

A: Most items can be exchanged or refunded for any reason within 3 calendar days from the date of delivery, provided that they are in their original condition within the original packaging, with all the tags and labels attached and inclusive of all original spare parts, accessories and documentation such as manuals.

Items that are not returned as described above may not be accepted by the retailer for an exchange or refund.

Please see the FAQ Are there any items that are not returnable​ for exclusions. 

For return policy on pre-ordered items, please refer to the product page on the site.

If you are unsure, please contact us at support@ebtessammousa.com or calling Us +971-501-54-1313.



Q: What is an exchange?


A:By exchange, we mean returning an item to receive a different colour or size of the same item which is of the same value.



Q: How do I return my purchase?


A:If you wish to return an item, please contact us by calling Us +971-501-54-1313 or by sending an email to support@ebtessammousa.com so that we assist you with the correct returns procedure.

Please note that your items must be returned to the retailer you bought the item from. Items cannot be returned to our Store

Our customer service team will provide you with the retailer’s address.

Once you have contacted our customer service team, you will be asked to:

  • Email a completed Return Request Form to Ebtessam Mousa Trading Customer Service

  • Package the items safely to avoid damage during transit

  • Include a printed copy of the following documents inside the package to be returned

  • Purchase Receipt

  • Return Request Form, completed with your reason for return

  • A copy of the return delivery label (in case the label comes unstuck in transit)

  • Stick the return delivery label on the outside of the package

  • Contact the delivery company when your package is ready to be sent back to the retailer

 

Q: How long do I have to return a product?

A: You need to initiate your communication with our customer service team via an email or a call within 3 calendar days from the date of delivery.



Q: Are there any items that are not returnable?


A:Yes, the following items are not eligible for return:

  • Magazines

  • Downloadable software products and digital content

  • Gift cards

  • Health and Beauty Products

  • Home and Outdoor furniture

  • Bikini bottoms, briefs and men’s underwear, swimwear

  • Socks & Stocking

  • Perishable Products, Food and Beverage

  • Personalized products, e.g. Mugs and T-shirts with names and/or personal pictures

  • Products made to order

  • Sealed products where the seal has been broken

  • Tickets for events, movies, shows and exhibitions

  • Vintage and collector items

  • Worn, damaged or altered items



Q: How will I be refunded for my purchase?


A:Once your items have been returned to the retailer and it has been inspected and approved by the retailer (usually within 72 hours of receipt), your refund will be processed within 2 to 3 weeks from the date of authorization. Please allow up 21 working days before contacting us if you haven't received your refund. Depending on your bank / credit card company, it may take an additional 2-10 business days after processing for the credited amount to show in your account.

  • For credit card or debit card purchases, refunds will be credited to the original credit card or debit card account. If we are unable to process your refund due to an expired credit card, then we will notify you by email and arrange for an alternative account to refund.

  • For Cash on Delivery (COD) purchases, refunds will be managed through MyDubai.Club Customer Service.

 

 

Contact Customer Service

 
+971 502-66-1313
Support@ebtessammousa.com