Answers to common questions about ordering, delivery, payments, returns and more.
Ordering & Account
When will my order arrive?Orders usually arrive in 1–3 business days after dispatch. You’ll receive a tracking email as soon as your parcel ships.
How can I track my order?After we ship your items, we’ll email you a tracking number. You can log into your Pickrix account or use the tracking link to see the latest status. If you need help, contact our support team by phone or email.
Can I cancel or modify my order?Yes, as long as it hasn’t been dispatched. Contact us immediately; once an order is shipped it can’t be modified, but you can return eligible items within our return window.
Do I receive an invoice?You can download your invoice from the Order History section of your Pickrix account, or email us for a copy.
Shipping & Delivery
Where do you deliver?We currently deliver across the UAE only, to all seven emirates. We do not offer international shipping at this time. Some remote areas may need additional delivery time — contact us if you’re unsure.
What delivery options are available?We offer standard delivery via trusted couriers such as Aramex and DHL. Our partners will contact you to arrange a convenient time.
Is delivery free?Yes — free delivery on all UAE orders with no minimum spend. Orders placed before 2 PM (GST) are dispatched the same business day (Mon–Sat).
Can I schedule a delivery time?Exact slots aren’t guaranteed, but couriers generally confirm a suitable time. Delivery is usually completed within 1–3 business days of dispatch.
Which payment methods do you accept?Major credit and debit cards (Visa, Mastercard, American Express), Apple Pay, Tabby instalments, and Cash on Delivery (UAE only).
Are online payments secure?Yes. Pickrix uses SSL encryption and 3-D Secure authentication, and complies with PCI DSS standards to protect your transactions.
What currency are prices in?All prices are shown in AED and are VAT-inclusive, with no hidden fees at checkout.
What is your return policy?You have 15 days from delivery to request a return. Items must be unused, in original packaging and include all accessories. Certain hygiene-sensitive items cannot be returned once unsealed.
How do I return an item?Email or call us with your order number and reason. We’ll provide a return authorisation and instructions. Customers cover change-of-mind return shipping; Pickrix covers defective or incorrect items.
When will I receive my refund?Refunds are processed within 3–5 business days after we receive and inspect your return. Card refunds may take 5–7 business days; bank transfers 3–5 business days.
Can I exchange an item?We don’t offer direct exchanges. Return the product and place a new order for the replacement.
What if my item is damaged?Contact us within 48 hours with photos or video, and we’ll arrange a free replacement or full refund.
How long is the warranty?All our products come with a 12-month seller warranty covering manufacturing defects and component malfunctions.
What does it cover?Manufacturing defects, electronic component failures and hardware malfunctions during normal use. Accidental, liquid and cosmetic damage are excluded.
How do I file a claim?Contact us with your order number and a description of the issue. We’ll guide you through troubleshooting and, if needed, provide return instructions and an RMA reference.
Will my personal information be shared with third parties?We do not sell your data. Information is used only to fulfil your order and provide support, and shared only with service providers (e.g. payment and delivery partners) as needed.
