FAQ

A. I ordered/purchased a product. What should I do next?

Thank you for shopping at desertmart.com. You can contact the mobile or telephone numbers found in our website or wait until called by our Customer Service Team for confirmation. Provide the product information especially the Item Code or Number for reference.

B. I want to change my delivery address. What should I do?

If you have changed your address (place of residence) or if you want to transfer the delivery to another address, contact us immediately with the numbers provided in the website. Expect some delays especially if the item is already with the courier company. You can also contact the courier company to inform them as well as to tract your order directly.

C. I want to cancel my order. What should I do?

In case of cancellation of order, do not hesitate to contact or inform us regarding your decision.

D. I want to change/replace the item I ordered, is it possible?

If you do not receive yet the item/product and you wish to change it, contact us immediately then we will arrange the new order for you.In case you already received it and you don’t like and you want to change it, you can return it within three (3) days as long as it meets our return policies namely being in the same condition when received and with the original packaging intact. Refund may not be applicable if you wish to have the same item for replacement. (Refer to Refund Policy).

E. It has been 3 to 7 or more days and I haven’t received my Order yet. Where is it?

3 to 7 business days is the usual timeframe for receiving an item bought on Desertmart.com. However, delays might occur for various reasons, and for these we apologize. Reasons for this could include, but are not limited to; the seller might not be ready to ship the item from their side, there could be unprecedented volumes in delivery from the courier company or other unforeseen delivery schedule issues, and even at times delays from the buyer side such as missed communication to confirm purchase or to schedule a delivery time among other things. Your shipment status is updated under the Airway Bill (AWB) status update, allowing you to track it each step of the way to your door; however as a first step don’t worry your purchase is safe with us. You can contact us to check for any updates.

F. I don’t receive my order. What if it gets lost?

There’s no need to worry. An item is only considered delivered when we have your signature on the delivery note and the item is in your hands. For whatever the reason, if an item does get lost you will receive a full refund of your money if you have paid through electronic means (Credit or Debit Card, CashU, other payment cards) and in the event that you pay only upon delivery, then you are not liable to make a payment or penalized for a non-delivered item..

G. The item I received is not the one I ordered. What should I do?

In this case, we would sincerely apologize. You can contact us and right away we will help you correcting the order. You have the right to return an item within three (3) days even if it is the exact same item you have ordered so long as it meets our return policies namely being in the same condition received and with the original packaging intact.

H. I still want the item despite the fault, what happens then?

We can arrange a replacement or even at times an item might be repaired or fixed. To do so please contact our Customer Service Team.

I. I have changed my mind, can I return what I’ve bought?

Yes you can. We want to offer you, our valued customers, the peace of mind of shopping with us and also we fully understand that sometimes you might change your mind on a bought item. If after making the purchase online and you still have not received the item, you could still cancel your order. and If you have paid through electronic means (Credit or Debit card, other payment cards) then the money would be refunded, but due to individual card providers, the amount may take time to reflect in your card statement. but If you wish to return the item after receiving it, you have up to three (3) days to do so, so long as the item is in the same condition as received and with the original packaging intact. For desertmart Fashion items you have a little longer to return an item up to fourteen (14) days so long as it is in the same condition received and with the original packaging intact. In all circumstances you can contact the Customer Service Team for a return of an item or refunds.

J. Do I get the full amount refunded to me for a Returned item?

Shipping fees will be deducted from the amount, but you will receive a refund for the balance. This fee will be waived if the item was not as advertised, defective or not functioning as advertised. So basically if it is a return because you have simply changed your mind then the shipping fees will be retained and we just refund you the item amount paid. You will be refunded the shipping fees for returned items not in proper working condition or faulty and/or defective.

Any questions?

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