Frequently Asked Questions

• Check your bank account as inter bank transaction takes time in settlement.
• Contact your bank with provided transaction ID.
• Still no refund, please contact our support team.

On Gateway: The amount will credit to your bank account/credit card as per banks settlement policies approx. 7 to 10 business days.

On Ubuy account: The credit will reflect within the next 24 to 48 hours once processed.

After receiving the shipment, if you find any product is missing. You need to contact us via call, chat, or email within 3 days of the delivery.

There are certain situations where only partial refunds will process: (if applicable)

- Book with obvious signs of use.

- Opened CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record

- Any product not in its original condition is damaged or missing parts for reasons not due to our error.

- Product with minimal scratch/defect 

- Non-returnable items

Once the shipment will return to the warehouse. You will receive a notification in your email that your product has returned. Then, the product will go under inspection. Based on approval or rejection of the product shipment, the refund will determine.

Regrettably, we do not have an exchange policy, we can only provide refund in case you received damaged, defective or incorrect product after complete investigation done by the concerned department.

The upload link will be provided on the email when you contact our support team.

• Used Product
• Not in same condition and packaging as you received.
• Specific categories like innerwear, lingerie, Beauty products, perfumes/deodorant, pants, socks and clothing freebies, grocery & gourmet, Jewellery and Pet Supplies etc.
• Installed Product
• Tampered Product
• Product which has missing serial number.
• Product with missing accessories
• Digital Products
• Same product delivered as ordered.

• The product should be returned within 7 days from the date of delivery.
• The product must be returned in resaleable & unused condition.
• The product must be packaged in original packaging.
• The product must be returned with all accessories or free gift.

The products which you have received damaged, defective or incorrect are eligible for return.

After receiving the shipment, if you find any product is missing/damaged then you have 3 days to inform us. In case, if you did not receive your order within 60 days from purchase date, please contact us immediately. We might not accept the concern if received beyond this timeframe.

If you receive a damaged or incorrect item, you may return your product within 7 days from the delivery. The product should return in unused/resalable condition to be eligible for a refund. The product should return in original packaging along with all the accessories and gifts received in the shipment. You will get a link in the email to upload the below details before accepting the return.

- Photos/Video of the product

- Photos of the shipment box and product package

- Photos of shipping label invoice

To know more, please visit our return policy (country-specific) or contact our support team.

Following products are not returnable:

• Products not in the same condition as received.
• Specific categories like innerwear, lingerie, Beauty products, perfumes/deodorant, pants, socks and clothing freebies, grocery & gourmet, Jewelry and Pet Supplies etc.
• Products which have been used or installed.
• Products with tampered or missing serial numbers.
• Products with missing labels or accessories.
• Digital products.
• The DAP shipments cannot return until the customs clearance is complete.

In the unlikely event, if product delivered is damaged/defective or wrong, you can return your product. The product should be returned in a resalable & unused condition. The item must be in the original packaging and returned with any accessories or free gifts within 7 days from the day it was delivered.

Yes, you will get a call from courier company prior delivery. You can schedule the delivery accordingly.

In general, you will receive your order within the chosen shipping method.

For DAP shipments, the delivery time will vary depending upon the completion of customs clearance.

We use DHL, FedEx and Orangeds for shipment delivery.

In rare cases, these shipping company also use third party service within destination country.

In this case, we will try to return the shipment back to the origin (US, UK or CHINA) and return shipping will be deducted from your Product cost. So your refund amount will be Product cost – Return cost = Refund amount. This amount will be refunded to you as soon as the shipment will return back to the seller. In case, if the product is not returnable back to the origin (the US, UK or CHINA) then, in that case, we won’t offer any refund to you. Since the item will be disposed of by the customs within your country.

You will receive Track order link inside the order confirmation email to track your order.

You can also track orders on our website, just scroll down on the website and click on "track your order" link.

On the application, you can track orders by clicking on the option button on the left side.

Yes, you can contact with customer service team and they will provide you order invoice immediately.

We are sorry to say that we cannot change the product in order once placed.

It is a legit international business website with headquarters in Kuwait. All your transactions are highly secure and valid when you deal with Ubuy. It follows all the necessary eCommerce protocols and policies to do a valid business in all the 180+ countries that it operates. It is a growing company and hence it is slowly adapting and customizing its operations to suit all the requirements from time to time. You can try to buy something small to test the process and then decide to make major purchases depending on your shopping experience.

We are looking forward to becoming a global e-commerce giant. We strongly believe that our customers are the ones who made Ubuy a successful cross-border shopping platform and disappointing a customer will cost us a lot. We are now a world-renowned cross border shopping portal trusted by millions of shoppers around the Globe.

Ensuring 100% customer delight for everyone who shops with us is our moral responsibility. We use advanced encryption systems in our payment process to ensure complete safety and protection for our valuable customers. In the case of any unlikely event of customers receiving an incorrect or damaged product, they will get a full refund, as per Ubuy policy.

You can trust Ubuy any day and be assured that your trust with us is really valuable for us and the money you spend is in safe hands. We are learning and growing each day to become better and more efficient in the days to come.

Thank you for all the support you have provided us over the years. We really value and appreciate that and will continue to provide better services every time you shop with us.

Ubuy is a genuine and trustworthy eCommerce store; launched in the year 2012. It has been providing millions of customers with branded and authentic products, in over 180 countries globally. Headquartered in Kuwait, it offers highly secure website services, using the latest technologies; to provide a seamless online shopping experience. It is a legit site and is different from other sites since it provides stuff from across the international borders; especially unique products that are not easily available at local stores.

All the communications between the Ubuy website and your browser are encrypted since it is an HTTPS site and S stands for secure. The product rates offered by this site is highly competitive and you will find various types of deals and special discounts being offered during holidays, festivals and popular occasions, etc. It does charge money for freight and customs charges according to the customs policy of each particular country. Ubuy is a growing company and is getting better and better by learning from its experiences and making necessary changes.

Happy customers have also given positive reviews about Ubuy, on reliable sites like Trustpilot, Google Shopping, etc. The customer service team at Ubuy works 24/7 to ensure the smooth delivery of services. Customers can get a full refund in case of any product damage or unavailability according to the company return and refund policy. Ubuy ships its products from 8 international warehouses located in the UK, USA, Japan, China, Hong Kong, Korea, and Kuwait. It sells products from top global brands to ensure that the customers have a wide variety of international brands and product choices; while using DHL services to provide efficient timely delivery.

Yes, it is safe to buy from Ubuy, since it is a legit eCommerce store operating in more than 180 countries. It has been successfully delivering millions of products to customers around the globe since 2012. Many of our customer reviews on websites like Trustpilot have been positive while sometimes customers do face certain issues and we solve it ASAP.

We try our best to handle every order with the utmost dedication and passion. The initial days were challenging but we have expanded our team and modernized our systems with cutting-edge technologies to overcome those challenges.

Ubuy ships products from its 8 international warehouses located in the UK, USA, Japan, China, Hong Kong, Korea, and Kuwait. Some common issues that cause a delay in delivery are due to some of the reasons given below.

Flight delays, bad weather, national holidays, customs clearance procedures, complex international payment procedures, technical issues like website overload, etc. We are always ready to handle such events and ensure a smooth operation even if it results in a slight delay.

Use of Latest Secure Technologies

The Ubuy website runs on HTTPS which is a more secure version since all communications between your browser and the website are encrypted and the transactions are more safe and secure. All your personal information is kept confidential and is protected by secured networks.

Critical information is only accessible to a limited number of people, who have special access rights. In addition, the information is encrypted via Secure Socket Layer (SSL) technology and the website is scanned on a regular basis. All transactions are processed through a gateway provider and are not stored or processed on our servers.

Delivery Protection and Refund

We do believe in ensuring 100% customer delight for anyone who shops with us. Our payment process is online and your money is safe with us since we use advanced encryption systems. In the unlikely event of an incorrect or damaged product, you will get a full refund as per the criteria.

For complete information please visit our website. If you have any doubts and queries please feel free to contact us at any time at info@ubuy.com. We are always ready and happy to help you have the best experience with us.

• They are valid for a limited amount of time only and cannot be applied before and after this period.
• They do not apply on products that are already on discount.
  

   

You need to enter your coupon code in the correct field at the cart page. Please make sure that no additional spaces are added when you paste code.

Coupon code is applicable only on product price, not on shipping charges and custom fees.

We use cookies on our website to collect visitor statistics, for advertising purposes and to improve your experience using our website. When necessary we may update this information from time to time.

We recommend that you visit this page on a regular basis to get the latest information regarding the cookies we use on our website.

What is a cookie?

A cookie is a small file of letters and numbers that is stored on your device when you visit our website. Unless you have adjusted your browser settings so that it will refuse cookies, cookies will be placed on your device as soon as you visit our site. There are two types of cookies depending on the time it is stored on your device: persistent cookies and session cookies. Moreover, first-party cookies are distinguished from third-party cookies.

Persistent cookies remain on your device for the period of time specified for each cookie or until you manually delete the cookies from your device.

Session cookies are stored during the period there is an active web browser session. Session cookies are normally deleted when you close your web browser.

First-party cookies are set by the website that you are browsing (e.g. cookies placed by our domain, i.e. Ubuy.com.kw).

Third-party cookies are cookies that are set by a domain other than that of the website being visited by you. If you browse a website and another entity sets a cookie through that website, this would be a third-party cookie.

Your consent

By setting your web browser to accept cookies and visit our website, you give your consent to our and our service providers' use of cookies on this website.

Can I withdraw my consent?

Yes. If you wish to withdraw your consent, you will need to delete the cookies stored on your device in your web browser settings. Moreover, if you wish to prevent that cookies are stored on your device, you need to change your web browser settings to disable cookies. Please note, however, that if you choose to disable cookies, the website may not work properly or at all.

On hold or canceled order status means that we did not receive amount from your side. If your amount deducted from your account and your order status is showing on hold or canceled, you can either wait for a couple of days, amount will reverse in your account or contact our customer care for further assistance.

You will receive the order confirmation email immediately just after placing your order. If you don’t receive that email, please check your Spam folder and see if you can locate it (Please mark “Not as Spam” to receive the emails directly into your Inbox).

Please try to clear the cookies in your browser before you place the order.

1. Go to Tools
2. Clear history
3. Clear cookies
4. Afterward, please restart/refresh your browser.

*This path might be slightly different depending on the browser you use.

If you still cannot place your order, please contact support.

All the products are delivered to customers on providing the online invoice generated after successful payment.
All the delivery addresses are recorded in the order history and verified before delivery by our respective departments.
If the system detected any transaction as fraud, we verify the transaction by taking some details from buyer and if authentication failed in verification then the transaction will be canceled and refunded within 7 working days.

All the payment transaction pages are secured by approved SSL certificates.
SSL Certificate can be verified by the following https://www.ubuy.com.kw
Our SSL Certificate is provided by GeoTrust Inc, refer to http://www.geotrust.com for more details.
All our payment transactions are done on the provider website, which are well known and authorized providers.

You can email/call/live chat with us anytime with the details provided on 'Contact us' page.

Ufulfilled products are those products for which sellers are available within the US and such products usually get deliver as per shipping method you choose.

Non fulfilled products are those products for which sellers belong to out of US. And that is why such products take a minimum of 10 days and upto 40 days in delivery. We do expedite the deliveries as soon as we receive them from the sellers.

We operate as E-commerce only. So we do not have any physical store as of now. All our items are sourced internationally.

• Check your bank statement whether amount reversed in your account.
• Wait for 24-hours, amount will automatically reverse in your account.
• Contact our support team for further assistance.

Below payment options are available for every country.

• PayPal
• VISA/Master Card

           Remaining payment options available on website depends upon the countries from where you place an order.

Currently, Cash on delivery/Bank transfer payment option is not available. Same will be available in near future.

We do not charge anything extra apart from the shipping and customs charges. Your bank may charge for the difference in currency as the transaction amount will take place in US dollars ($) from your account.

 If you received a damaged/defective/wrong product from Ubuy, it is our responsibility and we will refund complete amount along with shipping fees. If you would like to cancel your order for any personal reasons, in that case:

a.) If the shipment has been created/processed from the seller: Partial shipping fees will be deducted and rest of the amount will be refunded.

b.) If the shipment has not been created/ processed by the seller, Full refund will be processed.

c.) If the shipment left for your country, we cannot cancel your order.

No, you do not have to pay anything at the time of delivery. If any courier boy asks for any amount, then you can contact our support team immediately.

For DAP shipments, you need to pay customs duties & Taxes at the time of delivery if opt for the same option.

You need to pay shipping charges and customs Duties &Taxes/VAT/other charges apart from the product price for your order. You can check these charges once you proceed to checkout.

For some countries, customs charges are not taken upfront.

Customs/Import duties and taxes fees levied at checkout is estimation and not the exact calculation. If actual customs fees exceed the estimated customs fees taken at the time of placing an order, Ubuy will pay the additional fees charged.

If the cancel order option available in your account then you can send the request directly through that option if not, then you can contact our support team for order cancellation.

There are three scenarios for order cancellation:

• If the shipment has been created/processed from the seller: Partial shipping fees will be deducted and rest of the amount will be refunded.
• If the shipment has not been created/ processed by the seller: Full refund will be processed.
• If the shipment left for your country, we cannot cancel your order.

• For upfront customs charges, no other charges will be taken
• For customs charges not taken upfront, following charges may be collected by the courier company:

1. Disbursement charges
2. Bonded Storage
3. Taxes

• Product category and price
• Shipping costs and package weight
• Customs clearance channel
• Storage charges may apply for any delay to submit the required paperwork.
• Import taxes based on custom duty amounts
• Import fees as per the destination country's customs rules.
• The customer can receive multiple shipments for a single order; customs charges will be applied to the shipments accordingly.

For customs paid upfront: You don't have to pay any extra amount to the customs authority at    the time of clearance. In case, they ask for any extra amount for clearance, you need to contact us immediately.

For some countries, customs charges are not collected upfront, consignee needs to pay customs fees at the time of delivery.

Shipping company will take care of customs clearance procedure but in case, there is a need for declaration or additional documents, you need to provide those documents to the shipping company so they can present it to customs authority.

For DAP shipments, the consignee is responsible for paying customs charges, arranging required documentation and clearing the shipment from customs.

In rare cases, a shipment can be stuck in customs and there is a need for declaration or additional documents from you. If you are failed to provide the requested declaration or additional documents then we will not be able to offer any refund from our side because the shipment will be confiscated by the customs authorities.

For DAP shipments, the consignee is responsible for paying customs charges, arranging required documentation and clearing the shipment from customs. In case, consignee failed to provide required documents requested by the customs authority then the shipper would not be liable for any refund.