FAQ
Frequently Asked Questions
Find answers to common questions about shopping with Apex Arabia. If you need further assistance, our support team is available via WhatsApp, phone or email.
Shipping & Delivery
How long does delivery take?
Standard delivery takes 5-7 days from the date your order is confirmed. In some cases, orders may arrive sooner. We process all orders within 2–3 business days.
Do you ship to all Emirates?
Yes, we deliver to all Emirates across the UAE.
How much does shipping cost?
Shipping costs are calculated at checkout based on your delivery address and order total. We offer free shipping on orders over AED 300.
How do I track my order?
Once your order ships, you'll receive an email and SMS with tracking details. You can also monitor your delivery status through your account dashboard.
What if my order is delayed?
While we work with reliable logistics partners, occasional delays may occur due to customs clearance or unforeseen circumstances. We'll notify you immediately if your delivery timeline changes.
Returns & Exchanges
What is your return policy?
You may return eligible items within 14 days of delivery for a full refund or exchange. Items must be unopened and in original packaging.
Which items cannot be returned?
For health and safety reasons, we cannot accept returns on opened or used skincare, haircare or beauty products, items marked as final sale, or gift cards.
How do I start a return?
Submit a return request through your account dashboard or contact our support team. We'll provide return instructions and, if applicable, a prepaid return label.
How long do refunds take?
Refunds are processed within 5–7 business days after we receive and inspect your return. The refund will be credited to your original payment method.
Payments & Pricing
What payment methods do you accept?
We accept major credit and debit cards. We also offer interest-free instalment options via Tabby and Tamara.
Do you offer instalments?
Yes, we partner with Tabby and Tamara to offer interest-free instalments. This option is available at checkout for eligible orders.
Do you have a price match guarantee?
Yes, we offer a price match guarantee on identical products sold by authorized UAE retailers. Contact us with proof of the lower price and we'll match it.
Products & Orders
How do I know which product is right for me?
Each product page includes detailed descriptions, key ingredients, benefits and Curator's Advice to help you make informed choices. If you need personalized recommendations, contact our support team.
Can I modify or cancel my order?
Orders can be modified or cancelled within 2–3 business days of placement, before they are processed for shipping. Contact us immediately if you need to make changes.
Do you offer gift packaging?
Yes, we offer free gift packaging and note cards. Select this option at checkout or contact us after placing your order.
Are your products authentic?
Absolutely. We source all products from authorized distributors and trusted suppliers. Every item is genuine and meets our quality standards.
Account & Support
Do I need an account to shop?
No, you can check out as a guest. However, creating an account allows you to track orders, save addresses, earn loyalty points and manage returns easily.
How do I reset my password?
Click "Forgot password" on the login page and follow the instructions sent to your email.
How do I contact customer support?
Reach us via WhatsApp, phone or email. We respond to all inquiries within 24 hours. Visit our Contact Us page for details.
Loyalty & Promotions
Do you have a loyalty program?
Yes, you earn loyalty points on every purchase. Points can be redeemed for discounts on future orders. Check your account dashboard for your current balance.
How do I stay updated on new products and promotions?
Subscribe to our email newsletter or follow us on social media for updates on new arrivals, curated edits and exclusive offers.
Still Have Questions?
We're here to help. Contact us via WhatsApp, phone or email and we'll respond within 24 hours.