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.

Why am I paying shipping charges?

If your order is below 99 AED, there will be a service charge of 25 AED levied to cover the cost to us of providing the shipping service.

Same day free delivery over199 AED in Dubai, if your order is below 199 AED, there will be a service charge of 30 AED.

Shipping will be done by a third party courier.

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

 

What are your charges for delivery/cash on delivery?

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

For orders below AED 99, we will charge you a small shipping fee of AED 25.

Same day free delivery over 199 AED in Dubai, if your order is below 199 AED, there will be a service charge of 30 AED.

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 40 (AED 25 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.

 

Refunds & Exchanges

How can I return an item?

At Roots, we are proud to offer a hassle-free exchange policy within U.A.E.

Customer is eligible for a refund if:

  • Wrong product was sent by the merchant.
  • The product is defective.
  • The product was damaged in shipping.
  • The product is tampered.

Customer can request for a return/return/exchange within 10 days from the date of delivery.

 

Steps to follow to create a Refund/Exchange request:

  • Customer need to inform us about the item which he wishes to refund/exchange by emailing us at hello@roots.ae Invoice number has to be clearly mentioned in the email.
  • We will inform our courier to pick up the item from your doorstep within 2 working days.
  • Customer’s credit will reflect back automatically in 10 to 45 days depends on the issuing bank of the credit card.
  • Once your return is received and inspected, we will notify you via email. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, in 10 to 45 days depends on the issuing bank of the credit card.

 

Rules and Conditions for Refund/Exchange:

  • Refunds will be made onto the original mode of payment and will be processed within 10 to 45 days depends on the issuing bank of the credit card.
  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 
  • Unfortunately, we have a no-return policy on some of our beauty products. We advise you to read the product description thoroughly before purchasing your desired product.

 

Refund Shipping

Customer will be responsible for paying for shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Cancellation Policy

We have a strict NO CANCELLATION POLICY at Roots. Once you have purchased a product, it cannot be canceled.

 

VAT –Value added tax

We are not yet registered for VAT

 

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 20 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.