(FAQs) Frequently Asked Questions
Most FAQs
How Can I Check the Status of My Order?
Customers can check the status of their order 24/7 online by visiting Diwali’s account area. In the event it has already been shipped, you will receive a tracking number along with the courier provider and you can check the status directly on their website. They will contact you prior to delivery to arrange a convenient time and date for delivery. Customers can also contact a Diwali customer service team member by email at shopper@diwali.ae. Please have your email confirmation, invoice, and order number for us to locate your order.
How To Track My Order?
Diwali.ae offers a direct tracking system for customer orders.
All customers can trace their order by logging into their account or simply using their email ID and the order number.
Can I Pick Up the Goods at a Local Diwali.ae Location?
At this time, Diwali does not have a local pickup outlet for customer orders. All orders must be placed online and received via one of our shipment carriers. Shipment is available as well via Cash on a Delivery basis. Contact our customer service representatives for more information.
How Long Will It Take to Receive My Product?
Diwali.ae has contracted with several of the world’s leading shipment carriers to ensure you receive your products as fast as possible. Your order will be delivered to you in 2-4 working days after placing the order. Contact a customer service team member for an exact delivery estimate for your order.
How Do I Pay for My Order?
Diwali.ae customers can pay for their order right through the Diwali shopping cart. After you select your items, click on the My Cart or My Box icon at the top of the page. You will automatically be redirected to the cart’s checkout feature. From there you can change the quantity of the items selected, remove an item, empty your entire cart, or proceed with your purchase. When you select “Checkout”, you will automatically be redirected to a payment and delivery process screen through our secure server. Diwali accepts the payment options currently offered through our secure payment provider. Visit our Payments page for more information about our payment policies and procedures.
Will I Receive a Confirmation of My Payment?
All Diwali orders are provided with an invoice. This invoice will have a Diwali confirmation number which you can use to track your order. For more information about your order confirmation visit the Customer Service page. Once payment is received you will receive a payment confirmation from our secure payment provider as well.
Can I Use My Credit/Debit Card To Pay For My Purchase?
Yes, Currently Diwali accepts all major credit/debit card carriers including Discover, American Express, MasterCard and Visa. Learn more about payment methods by visiting our Payments and Delivery page.
Are There Any Duties?
There are no duties in the UAE, however, please, kindly note that international shipping outside the UAE may incur local duties, taxes, brokerage, or other local government or 3rd party fees, which are not included in the freight quote. Those fees are the sole responsibility of the customer (consignee) of the goods. Please, check your local laws pertaining to customs fees, duties, and taxes.
How To Return a Product I Do Not Like?
You can return items to Diwali if they are unsatisfactory. In order to qualify for a return, your product must be sealed in the original packaging. First, contact customer service via email to agree on the conditions of the return. We will not accept any shipments returned without prior notice. Return the item to Diwali customer service along with all accompanying materials, your invoice, and the warranty provided. Diwali.ae adheres to a strict return/exchange policy and all items must request a return within three days of the invoice date. Learn more about our Returns/Exchange policy by visiting here.
How Can I Exchange My Products?
If you wish to exchange a product with Diwali, you will need to contact a customer service team member and request an exchange. Team members are available by email or by visiting the Customer Service page. In order to exchange the item, it cannot be opened or tampered with. Most of the items do not qualify for a return/exchange. Learn more about our policies by contacting a customer service techie or visiting our Return/Exchange page.
How Long Is the Warranty on My Product Good For?
At Diwali.ae, please note that we do not offer warranties on all decoration items available for purchase. We strive to provide high-quality products, but it is important to understand our warranty policy. For more information, kindly refer to our terms and conditions or contact our customer service team for any further assistance.
How Can I Check the Status of My Claim?
To check the status of your claim, contact a Diwali customer service team member by email*. Please have your order number on hand. For orders sent directly to the manufacturer, we will provide you with the correct contact information to request a claim status from the manufacturer/distributor directly.
My Product Arrived in Bad Condition. What Do I Do?
Please check the packaging upon delivery report any tear or opening to the courier and then file a claim. It is your responsibility to make sure you receive the package in good condition. Please make a video before opening the package and if damaged, mail the video to shopper@diwali.ae for further action
Shopping
How Do I Shop On Diwali.ae?
It is very easy and intuitive: Browse the categories to select the items you want. Add it to the cart and continue shopping. Once all you need is in the cart, go to check out. Fill in the delivery address, and contact details and select a payment method. Once you complete an order you will receive confirmation. Depending on our delivery cycle you will receive shipping details with a tracking number once we ship your order.
Can I Pick Up The Goods at Local Diwali Store? Do You Have a Showroom?
At this time, Diwali does not have any showrooms. All orders must be placed online and received via one of our shipment carriers.
If you wish to collect your order personally, please contact our customer service team here for details.
Diwali.ae Team is now intensively working on opening a local showroom in UAE where we will have the best-selling items ready for immediate pickup. Please bear with us. It will be announced soon.
How Can I Check The Status of My Order?
Customers can check the status of their order 24/7 online by visiting Diwali’s account area or visiting the tracking page. In the event it has already been shipped, you will have received a tracking number along with the courier provider and you can check the status directly on their website. They will contact you prior to delivery to arrange a convenient time and date for delivery.
Customers can also contact a Diwali.ae customer service team member by email at shopper@diwali.ae. Please have your email confirmation, invoice, and order number for us to locate your order.
Are You Running Any Promotions?
There are promotions and bundle offers from time to time. The best way to be informed on all current offers is to subscribe to our newsletter here or join us on our Facebook page where we are posting all special offers.
How Do I Login?
Click “Log in” on the upper right corner of any page of Diwali.ae or here*.
Do I Have To Be Registered?
No, you don’t have to be registered. Select “Checkout as guest” at the checkout website.
Are All Products New?
No. Diwali is selling both new and renewed products, it depends on what you are purchasing, if you are ordering a new product you will get 100% new and originally packed items, if you are ordering a renewed product you will get good quality and 100% genuine products. All products are sold with a 1-year warranty as per UAE law.
How Do I Know That My Requested Product Is Available?
All products on our website which showed “In stock” are available and will be shipped to you according to our delivery cycle.
Out of Stock Product Is Showing “Expecting in X Days”. How Can I Purchase It?
These products are expected to be available in shown time. In some cases (high-demand items) might happen items are sold out very quickly and it does not reach our stock. Please contact us and we will investigate the possible availability and try to book it for you with our suppliers.
How Can I Purchase The Items Which Are “On Request”?
Some of the products are not always available at our preferred suppliers. But we will be happy to check with them about the availability of the specifically requested product and come back to you as soon as possible with the actual price and availability. Kindly send us an email at shopper@diwali.ae with the item number or link and we will do the necessary and update you on availability.
Can I Cancel My Order?
At Diwali.ae we understand that you might change your mind sometimes and decide to cancel your order. In case we receive a cancellation notice and the order has not been processed/approved by us, we shall cancel the order and refund the entire amount. (In case the purchase was done through our secured payment gateway there is a cancellation fee on the payment gateway provider as well).
Diwali will not be able to cancel orders that have already been processed and shipped out by us for, hopefully, obvious reasons. We have the full right to decide whether an order has been processed or not.
Can I Get Any Discount or Wholesale Price?
Our prices which are displayed on the website are usually final and the best we can offer for single-piece purchase. If you are planning to purchase bulk quantity (usually more than 10pcs) shoot us an email at shopper@diwali.ae and we will review the price and try to put together some nice offer.
I Found a Cheaper Price at Other Local Website But I Prefer Quality Service From Diwali. Can You Match The Price?
We are always up for a challenge and if you find some components cheaper at any other local UAE e-store just let us know and we will do our best to match or – even better – beat the price. We can’t promise it is always possible but we will try!
I Forgot My Password. What Do I Do?
Click “Sign in” on the upper right corner of any Diwali page, then click “Forgot your password?” and enter the email address you used to register. We will send you an email with instructions for resetting your password.
What Are The Benefits of Being a Registered user?
As a registered user you can enjoy the following benefits:
– Have your information ready and pre-filled for your orders – save your time during each shopping with us.
– Receive members-only discounts and special deals updates – by registering for our newsletter you get access to our special offers, alerts to the latest hot arrivals, exclusive “Diwali only” products, and bundles. All with the latest news from the world of IT.
– Collect reward points with every order to redeem discounts – Once you are registered there are several activities which are rewarded by points which can later be used to receive discounts.
– Have your orders under control 24/7 with easy tracking.
What Can I Expect to Receive in The Newsletter?
You will be among the first customers to be informed about newly released products, special deals, or discount codes. We are sending out interesting updates and discount offers approximately twice a week. It’s always good stuff only! No spam. That’s our promise!
Warranty
How Do I Claim a Defect of My Received Product?
Our products are all 100% genuine and in original packaging. However, on rare occasions, an accident might happen. If you receive a defective product from Diwali.ae, contact customer service immediately. Please have your invoice ready to provide the customer service team member with the necessary information. We will facilitate a replacement/repair request from the manufacturer/distributor on your behalf.
How Can I Check the Status of My Claim?
To check the status of your claim, contact a Diwali.ae customer service team member by email to shopper@diwali.ae or by whatsapp number on our website. Please have your order number at hand and include it in the email.
Exchange
I Do Not Like What I Ordered. Can I Return It?
You can return items to Diwali if they are unsatisfactory. In order to qualify for a return, your product must be sealed in the original packaging. First, contact customer service via email to agree on the conditions of the return. We will not accept any shipments returned without prior notice. Return the item to Diwali customer service along with all accompanying materials, your invoice provided. Diwali.ae adheres to a strict return/exchange policy and all items must request a return within 24 hours of the invoice date. Learn more about our Returns/Exchange policy by visiting here.
How Can I Exchange My Products?
If you wish to exchange a product with Diwali.ae, you will need to contact a customer service team member and request an exchange. Team members are available by email or by visiting the Customer Service page. In order to exchange the item, it cannot be opened or tampered with. Some items do not qualify for a return/exchange. Learn more about our policies by contacting our customer service expert or visiting our Return/Exchange page.
Are There Any Returning Fees?
We understand that sometimes customers can change their minds and want to return the goods (in case all return conditions are met – read above). It is connected with several logistical actions and therefore we charge a restocking fee that covers these actions. Please note that as well our Secured Payment Gateway provider charges fees for any credit card payment cancelation.
