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SHIPPING & DELIVERY

Can I place an order outside the UAE?

Currently Roots covers the UAE only. We are planning to expand to other parts of the Middle East shortly, so please keep checking because we might start delivering to your country sooner than you think.

 

 

What are your charges for delivery/cash on delivery?

Delivery in Dubai is free of charge on all orders above AED 99.

Order above 149 AED to get free shipping for other Emirates.

We will charge you shipping fee of AED 15 for orders below AED 99

Same day free delivery over 149 AED in Dubai.

Shipping will be done by a third party courier.

Delivery within UAE cities shall be in 2 or 3 working days

COD charges

Cash on Delivery (COD) is a premium service and we charge 15 AED per delivery.

Eg:If the value of your order is under AED 99 and you choose cash on delivery as your mode of payment, your total charge will be the order value plus AED 30 (AED 15 shipping fee + AED 15 COD fee).

Credit/ Debit card are free payment options. 

How secure is shopping at Roots?

Shopping on Roots’s website is guaranteed to be 100% secure. All stored credit cards and payment details are encrypted with the highest levels of security before being transmitted. We follow the most stringent protocols to ensure that each of our customer’s data is protected.

 

Payment methods

What payment methods do you accept?

Credit Cards: At Roots, our preferred payment method is via a secure credit card transaction. Rest assured, your card number will be protected using industry-leading encryption standards. We guarantee a safe shopping experience on our website. We currently accept Visa and MasterCard credit cards. Orders completed with credit cards will not be charged any additional fees. You can save your credit card details in your ‘My Account’ section, this means a quicker checkout process next time.

Cash on Delivery: For customers without access to a credit card, we accept Cash on Delivery (COD) as an alternative payment method for orders. COD payment orders will be charged additional 15 AED.

Are my bank details trusted for online payments at Roots?

We actually use industry-leading encryption standards! This encrypts the data you provide to us, ensures it is safe and not accessible to any third party. From your side, the most important is to protect your password. Your data is only used to process orders and to serve you better. It will be under no circumstances disclosed to any third party. For more information, please check Terms & Conditions.

Why do I have to verify my phone number?

We request verification of your phone number for the security of the account. Also, the courier will use this number to call you before delivery to ensure we deliver to the right person and on time.

Why is there no paper invoice with my order?

We do not send paper invoices to be environment friendly. All purchases will be supported with an electronic invoice.

Does Roots guarantee authenticity of products?

We only sell 100% authentic products. We stand behind the authenticity of every product we sell. All of our products are sourced from authorized distributors and are of premier quality.

What if I receive a different item than the one I ordered?

We at Roots take extra care to ensure that you receive what you ordered. In case we made a mistake, send an email to hello@roots.ae. We will schedule a pick-up of the item and immediately replace with the correct product.

My credit card details have been rejected, what do I do?

Double-check the following common mistakes:

Is the card you used for ATM use only?

Some cards are not enabled for e-commerce shopping, contact your bank to enable your card for online shopping.

Did you complete the 3D Secure Check successfully?

In order to avail of 3D secure authentication you must register your credit/debit card. This is a one-time process which takes place on the card issuer’s (bank) website. The process involves the cardholder answering several security questions to which only the card issuer and cardholder will know the answer. The cardholder then selects a password and/or a secret question, which will be used by the card issuer during each online transaction. Contact your bank if you are facing any problems with 3D secure.

Were the following fields entered correctly?

  • Card number
  • Name on card
  • CVV code (three digit number on back of card)
  • Expiry date

Is there sufficient limit on your credit card?

If the above conditions are met, call your bank to check if your credit card is eligible for online purchases or if there is any other reason blocking it.