Global Shopping Guide
Unfortunately, we do not have an exchange policy. The customer can return a wrong, damaged, defective, or missing part / incomplete product. In case of damaged product, the customer should inform the assigned courier company and Ubuy within 3 days of the delivery and in case of other conditions the return window is open for 7 days after delivery. Our policy does not address customer concerns after 7 days of delivery. We apologize for the inconvenience caused.
The customer needs to contact our support team to report an issue regarding the damaged, defective, or wrong product. A link will be provided to the customer on the registered email address after the customer support team has been contacted.
Only wrong, damaged, defective product(s) or product(s) with missing parts can be returned.
The customer can return a wrong, damaged, defective, or missing part / incomplete product. In case of missing product, the customer should inform the assigned courier company and Ubuy within 3 days of the delivery and in case of other conditions the return window is open for 7 days after delivery. Our policy does not address customer concerns after 7 days of delivery. We apologize for the inconvenience caused.
The customer can return a wrong, damaged, defective, or missing part / incomplete product. In the case of damaged products, the customer should inform the assigned courier company and Ubuy within 3 days of the delivery and in case of other conditions the return window is open for 7 days after delivery. Our policy does not address customer concerns after 7 days of delivery. We apologize for the inconvenience caused.
The customer must meet the following conditions to return any product:
The customer needs to contact our support team to report an issue regarding the damaged, defective, or wrong product.
The customer must upload all the required images & videos with a short-detailed description of the issue that will help the team investigate the case.
To know more, please visit our return policy or contact our support team.
In the event of a return, the refund process will begin only after the product has been received, inspected & examined at our warehouse facility. Once the product is deemed eligible for a refund, the refund amount will be credited to your bank account/ Ubuy account /original payment method.
Once we initiate a refund, it will take approximately 7-10 business days for the amount to reflect in the original payment method. However, the time for refunds to your bank account will vary differently according to your bank's settlement policy. In the case of UCredit the amount will reflect in your Ubuy account within 24-48 working hours. Please contact our support team for more information.
Once the product returns to our warehouse, we would initiate a refund. It will take approximately 7-10 business days for the amount to reflect in the original payment method. However, the same varies according to the bank's settlement standards. In the case of Ucredit the amount will reflect in your Ubuy account within 24-48 working hours. Please contact our support team for more information.
The customer can return a wrong, damaged, defective, or missing part / incomplete product.
If the order is not delivered or lost in transit, a refund will be issued.
Please refer to the shipping policy and our customer service for further details.
You can track your order with the help of a “Track order link” that you will receive in your order confirmation mail/SMS.
You can click on ‘Track Order’ option available at the bottom of the page to track orders on our website.
App users can view the ‘track order’ option available on the menu icon. Feel free to contact our support team for further assistance.
Unfortunately, we cannot change the product once order placed.
Yes, an order invoice can be provided on request. Please contact the customer service team for assistance.
In case the order is not delivered, please contact our customer support or the assigned courier company for assistance.
Orders are generally delivered within the time frame specified in the shipping method chosen by the customer at checkout.
When customs are required to be paid by the customer, delivery will be confirmed after the charges are paid.
Yes, you will get a call/SMS from the courier company prior to delivery. You can schedule the delivery accordingly.
Items in your order may be shipped to you in multiple shipments so that they get to you as fast as possible!
But don't worry! Any shipping is added only once to your order. You do not have to pay these again if you are receiving your order over multiple shipments.
The courier company usually takes care of the customs clearance procedure. However, the customs authority might require an urgent declaration or additional documents from the customer. You will need to provide all required documents and paperwork as soon as possible to the courier company so that they can present them to the customs authority.
When the customs are not paid upfront with the order, the customer is responsible for paying customs charges, arranging necessary documentation, and getting the shipment cleared from customs.
As to each such purchase made by the customer through the Ubuy website, the recipient in the destination country in all instances shall be the “Importer of Record” and must comply with all the laws and regulations of said destination country for the product(s) purchased through the Ubuy Website.
The courier company usually takes care of the customs clearance procedure. In case the shipment is held at the customs clearance processes due to missing or absence of proper paperwork/documents/declaration/ government license or certificates required from the ‘Importer of Record’:
To avoid the delay in the shipment, customs may require the following documents from your side:
Customs authorities may also require additional documents not listed above. You will be notified by the courier company if a specific document is required for clearance purposes.
For upfront customs charges, no other charges will be taken.
For customs charges not taken upfront, the following charges may be collected by the courier company:
Ubuy do not charge anything extra apart from shipping and custom charges. Ubuy doesn't charge anything extra except shipping and custom fees. When you make a payment in a particular currency, your bank may charge for the currency difference if the transaction amount is in US dollars ($), euros (€) or another currency.
Below are the common payment options.
Other payment options can be found at the bottom of the website
On hold or cancelled order status means that we did not receive payment from you. If the order amount was deducted from your account and your order status is still showing on hold or cancelled, You can either wait a few days for the amount to be reversed in your account or contact our customer care for further assistance.
Campaigns and Offers
The T&Cs listed under the Campaigns & Offers are only valid and applicable for a limited time. These terms and conditions do not apply to already discounted products.
You must enter your discount coupon code in the appropriate field on the cart page or on the checkout page. Please ensure there are no additional spaces before and after the code or inserted in between while you type or paste the code into the given box.
The coupon code is applicable only on product price. Discounts are not applied on shipping and customs charges.
Privacy General Information
Yes. If you wish to withdraw your consent, you will need to delete the cookies stored on your device in your web browser settings. Furthermore, change your web browser settings to disable cookies in the future to prevent cookies from getting stored on your device.
You can give us a call, contact us by email or live chat any time using the details provided on the 'Contact us' page.
Fulfilled products are those products that we arrange from the sellers of Store Countries (USA, UK, China, Japan, Hong Kong, and Korea). These products will get delivered to you within the selected time frame.
Non-fulfilled products are those products which are made available to you through third-party sellers. These merchants are situated outside the respective store countries. Thus, the delivery of such products may take up to 10 to 40 days. We expedite deliveries once the shipment has been received by our warehouse facility.
Please clear the cookies in your browser before you place an order.
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If you are still unable to place your order, please contact our customer support team for further assistance.
All products are delivered to customers by using the online invoice generated upon successful payment.
All delivery addresses are recorded in the order history and verified by our respective departments before delivery.
If the system flags any transaction as fraudulent, we verify this by analysing all parameters used to detect fraud. In case of doubt, the transaction will be cancelled and refunded within 7 working days.
Ubuy is a legitimate global e-commerce platform with its headquarters situated in Kuwait. It is a trusted cross border shopping platform with millions of shoppers around the globe that believes in the best customer service experience
We at Ubuy strictly adhere to all eCommerce protocols and policies in all the 180+ countries we operate in. We strive to constantly adapt to the ever-changing world in eCommerce by changing and customizing our operations to fulfill all your needs and requirements.
All transactions done through Ubuy are highly secure. We use advanced encryption systems in our payment process to ensure complete safety and protection for our valuable customers. In the case of any unlikely event or disputes regarding an incorrect or damaged product, a full refund is granted as per the Ubuy policy.
Thank you for all the support you have provided us over the years. We really value and appreciate that and will continue to provide better services every time you shop with us.
Ubuy has delivered over 10,500,000+ packages since founding in 2012. It has been providing millions of customers with branded and authentic products, in over 180 countries globally. Headquartered in Kuwait, it offers highly secure website services, using the latest technologies; to provide a seamless online shopping experience.
Yes, shopping at Ubuy is completely safe and secure. We prioritise your security and privacy at every step of your online shopping experience.
Ubuy is proud to be PCI DSS (Payment Card Industry Data Security Standard) compliant and ISO/IEC 27001:2022 certified. These globally recognised certifications demonstrate our commitment to maintaining the highest standards in data security and risk management. We have established strict protocols to ensure that your personal and payment information is fully protected.
Ubuy runs on HTTPS (HyperText Transfer Protocol Secure), ensuring all data transmitted between your browser and our website is encrypted. We also implement Secure Sockets Layer (SSL) technology to protect your personal information. Regular security scans and updates further strengthen our systems.
All payment transactions are processed through trusted third-party gateway providers. No payment data is stored or processed on Ubuy servers, ensuring complete peace of mind during checkout.
Your package safety is a priority for us. We actively monitor and manage delivery logistics to reduce delays caused by external factors like weather or holidays. In the rare event of a lost or delayed shipment, we proactively assist in resolving the issue.
In case of an unexpected situation, you’re covered by the Return & Refund Policy, which ensures eligible customers receive a full refund or replacement as applicable. Please read the Ubuy Return and Refund Policy here.
For more information, please reach out to us at [email protected] . Our support team is always happy to help ensure you have the best shopping experience with Ubuy.