FAQs

Select “Create an account” on the “Login page” and complete a short form with your name, email, and password.

You’ll get faster checkout, saved details, and easy access to order tracking.

Go to My Account → Addresses → Manage addresses to add, edit, or remove addresses.

Choose “Forgot Password?” on the “Login page” and follow the link sent to your email.

Ensure you’re typing it correctly—passwords are case-sensitive. If it still fails, reset it using Forgot Password or contact our Customer Support team.

Check your spam folder and confirm your email is correct. If you still don’t receive it after a few minutes, try again or contact our Customer Support team.

Yes. Warranty details are available on product pages.

Availability varies by store and channel. Contact us, and we’ll help locate it or suggest an alternative.

We aim for accurate images, but colours may vary slightly depending on the screen.

Yes — all items are sourced from authorized brands and partners.

No, you can check out as a guest. An account simply makes things faster and easier.

We process orders quickly, so changes may not always be possible. Contact us as soon as you can.

Check your spam folder and confirm your email address. If it hasn’t arrived within a few minutes, contact our Customer Support team.

Reach out with your order number, and we’ll follow up with our delivery partner.

Only orders placed while logged in appear in your account. Guest orders won’t show.

Make sure you’re using the same email and the correct order number. You can also track it directly on the courier’s website using the tracking number.

Yes — you’ll receive one shortly after checkout.

Yes — you can combine:

• Gift voucher + Card
• Gift voucher + Buy Now Pay Later
• Gift voucher + Cash on Delivery

Please contact us so we can check the status of your order.

It may be due to bank authorization or security checks. Contact your bank or our Customer Support team.

Double-check your details or try another method. If the issue continues, contact us.

Share the details—or a screenshot—at support@jashanmalgroup.com.

Some banks place temporary holds. If the charge doesn’t reverse within a few days, contact us.

Check your spam folder and confirm your email. If still missing, contact our Customer Support team with proof of payment.

• Dubai and Abu Dhabi: Within 2 working days within city limits.
• Other Emirates: within 3 working days
• Deliveries run Monday–Saturday.
• Public holidays may delay schedules.

The courier will return the shipment to the nearest facility, and a delivery call will be made the next day.

This usually happens after unsuccessful delivery attempts. Contact us to arrange redelivery or a refund.

Reach OCS at 04-6072400 or connect via email at cs@ocscourier.ae.

Contact us within 48 hours with photos of the item and packaging. We’ll arrange a replacement or refund.

Submit a return request online and choose collection. Instructions are included with your shipment.

Within 14 days of delivery.

Once received, returns are processed within 2–5 working days.

Refunds take 3–10 working days after processing and may take 7–14 days to reflect in your bank account, depending on your bank.

Yes — select items include a manufacturer or brand warranty.

Details are listed under Product Details.

Typically, manufacturing defects. It doesn’t cover wear and tear, accidental damage, or unauthorized repairs.

It depends on the brand. Some offer regional coverage, others global. (Only for Luggage)

If your item can’t be repaired, we’ll arrange a replacement or provide an equivalent solution in accordance with the brand’s warranty policy, provided it hasn’t been misused or is outside the warranty period.

Please email us with photos and proof of purchase.

Please contact our Service Center team with your order number, photos, and a brief description, or call 800-562 to resolve the issue quickly.

Please submit your comments through our Contact Us page.

Yes — our team will guide you through a fair and straightforward resolution process.

1. Share Your Concern
   Contact us through email, phone, or our support form. 
2. We Acknowledge It
   Our team reviews your message and confirms we’ve received it. 
3. We Look into It
   We assess the issue and gather any needed details. 
4. We Offer a Solution
   You’ll receive a fair and clear resolution based on your case. 
5. We Finalise It
   Once you agree, we carry out the solution and close the case.