FAQ

PLACING YOUR ORDER

How do I order on goeurostar.com?

It’s easy! Once you have found what you are looking for, all you need to do is:

  • Add items to your cart
  • Click to checkout
  • Confirm your billing & delivery address

Pay and await your delivery.

If I order from goeurostar for home delivery, what documents do I need to show?

You just need to show valid ID (Emirates ID, UAE Driving License, Passport, etc) and email/SMS/print copy of your proof of purchase.

When can I order using the goeurostar Website?

We're online for you 24/7 - so you can browse and order any time you like.

Is there a limit on the number of orders I place on goeurostar?

You can order as much and as often as you like.

How do I know goeurostar has received my order?

We'll drop you a confirmation Email or SMS as soon as we receive an order. We'll also give you a call if you have made any special requests.

What if my stuff is different from what I ordered when it arrives? What if my order is delivered wrong?

Hopefully this won't happen! We always carry out quality checks and ensure your products are carefully packed and delivered to you in perfect condition. Just in case your stuff arrives damaged, do not worry, call us at +9714 204 0222 with your order ID and we'll be happy to replace the item as soon as possible.

Can I cancel my online order?

Its okay to change your mind, just give us a call on +9714 204 0222 or Email us at [email protected] and we'll guide you through the process.

What if my order arrives incomplete?

Make sure you check your order when it arrives - if there's a problem, don't worry, just give us a call on +9714 204 0222  or email us at [email protected]  and we'll sort it out for you.

How do I know my online order has been confirmed?

As soon as we receive your order we'll confirm by email & SMS. Remember and check the details. If you have any special requests, our customer service team will give you a call..

Is there a minimum online spend?

Nope, spend as little or as much as you like.

What if my stuff's damaged on delivery?

Hopefully this won't happen! We always carry out quality checks and ensure your products are carefully packed and delivered to get to you in perfect condition. Just in case your stuff arrives damaged, do not worry, call us on +9714 204 0222 or write to us at [email protected]  with your order ID and we'll replace it as soon as possible.

Can I order over the phone?

Yes you can order over the phone on +9714 204 0222. And one of our customer service agents will be more than happy to assist you in making your purchase online.

Can I track my order online?

Yes you can track your order journey as it makes its way to you. Just login and type in your order ID & your email address. Once the item is shipped you can track the courier with the airway bill provided on http://dtdc.com/tracking/tracking.asp

How do I know if the product I want is in stock?

If you can see it online, we have it! We'll also confirm this by email/SMS/phone once your order is with us. Any products which are out of stock will be highlighted as Not available depending on quantity that you require.

If I order more than one product, will they all be delivered together?

Yes, all your products will be delivered together if the stock is ready with us to ship.

Can I change my order delivery date/time?

Of course, if the time isn’t convenient for you anymore, please call +9714 204 0222 to reschedule.

SECURITY

Is it safe to use my credit/debit card on Goeurostar.com?

Yes, its perfectly safe. Goeurostar uses SSL (Secure socket Layer) to process payment details - the international standard for internet browsing security.

What is a 3D secure payment gateway?

It’s a service designed to make online shopping safer - each time you use your credit card your identity is verified.

Will my details be shared with 3rd parties of the Goeurostar Website?

No - we respect your privacy and do not share your details with any third parties.

GENERAL

What is Goeurostar.com?

Simply put, its an online e-commerce portal that allows consumers to shop wherever they are. Goeurostar is a wholly owned division of the Eurostar Group, Which offers a range of Mobiles, Tablets and Consumer Electronics products.

Who can use Goeurostar.com?

Anybody can! Just remember if you're under 18 you'll need your parents/guardian to make an online payment.

How do I find my way around the website?

We've made it really easy for you to find your way around our site - the best place to start is by clicking the SHOP icon on the top left of the homepage to take you wherever you want to go!

What if I add the product to cart and get an error on the Website?

You may want to check your internet connection or simply close the window and try again.

What do I do if I get a page load/ error when I'm adding products to my cart?

You may want to check your internet connection or refresh your browser window.

Can I compare products on the site?

Yes you can - just register/login to compare products within the same category.

PAYMENT

What ways can I pay on the site?

Credit Card is the best way to pay to ensure your order. Unfortunately we don't accept any other means of payment at the moment.

Can I pay part online, part Cash on Delivery?

We're afraid not - please use one of our other multiple safe payment options.

Do I get a receipt for my online order?

Yes, as soon as your order is submitted and confirmed we will send you an email/SMS confirmation, after which you will get an invoice when your order is delivered.

What happens if I lose my original order invoice?

Don't worry! We will email your order invoice to you and you can also view it in your order history when logged in to your account.

How long does Goeurostar keep my payment and order records?

We keep these details in your user account - these are safe and not shared with any third parties.

I was charged the wrong amount - what do I do?

This shouldn't happen, but if you feel there has been a mistake do call us on +9714 204 0222 or write to us on [email protected] with your order ID and we'll sort it out for you at the earliest.

Does Goeurostar save my credit card details?

No we don't. We use PayFort as our payment gateway and Mashreq Bank as our banking partner to guarantee you world-class payment security. We respect your privacy and do not share your details with any third parties.

What do I do if I pay but I do not get redirected to the website?

This shouldn't happen, however if it does take a screenshot of the error message and send it to [email protected] . If the payment has failed due to interruption of internet connection please try again or check with your credit card provider to confirm if payment has been authorised. If you are still not sure, we'll be happy to help you get it sorted over the phone – Call +9714 204 0222.

What if I check out on the Goeurostar Website and cannot continue shopping?

Click on the CONTINUE SHOPPING button on the checkout page or just click on the GOEUROSTAR logo - this will take you back to our home page.

What do I do if I confirm online payment but I don't get a confirmation email/SMS?

You should receive your email/SMS order confirmation from after placing your order. Or one of our team will call to confirm over the phone. If you do not hear anything, please call us on +9714 204 0222  or write to us on [email protected] with your order ID and we'll replace it as soon as possible.

What if my order payment total is different on my credit card as compared to my online order?

Please call us on +9714 204 0222 or write to us on [email protected] with your order ID and we'll sort it out as soon as possible.

Can I redeem gift vouchers or coupons online?

Sorry, we're not currently offering this service but working on it - watch this space!

Can I change my payment method once I've paid for my order?

Sorry. If you've already paid using your credit card you can't change the payment method.

Delivery

Where does Goeurostar.com deliver to?

We can deliver your product to your desired location across most locations within UAE. However there are certain areas which are beyond our courier coverage area. We will verify the address with you once we receive your order.  Incase your location falls out of coverage area, you can request for a change of location to another address such as your office or even one of our DTDC designated collection centre.

Can I schedule a delivery time for my order?

Of course. Choose a time slot that suits you when you receive our call and we'll deliver at your convenience.

Do you deliver to the workplace?

Yes, we deliver to most locations across UAE.

When will my order be delivered?

We'll deliver to you at the time/date you specified on your order usually between 9 and 5pm. Normally the delivery time takes 3-5 working days from the date of payment confirmation. Don't forget you can check your status online at any time.

Where do you deliver to?

We deliver all across UAE. At the moment we do not cover areas outside UAE.

Do I need to show ID when receiving the order?

Yes, please make sure you have valid ID(Emirates ID, UAE Driving License, Passport copy, etc.) so we know we are delivering to the correct person.

Can my shipping address and billing address be different?

Yes, you can add more addresses at checkout - keep your favourite addresses saved by signing up for your Goeurostar account.

Can I change the delivery address for my order?

Yes, please call us on +9714 204 0222 or write to us on [email protected] with your order ID and we'll make the change as soon as possible

CANCELLATIONS, RETURNS & WARRANTY

I have a complaint - whom do I call?

+9714 204 0222 OR [email protected]  

Can I email Goeurostar about any issues or give feedback?

Yes. We are here to help. You can mail us at [email protected] and you will receive a response in maximum three business days.

What is the warranty period?

The warranty period for most products is one calendar year from date of order, unless mentioned specifically. Your invoice number is the proof of the warranty.

Can I return an item if I'm not happy with it?

Yes, we value your purchase. However, Terms & Conditions apply.

Please ensure that all returns should be in original condition, with the entire kit which was originally sent, including any free items/gifts which were sent across.

How long do I have to return any of my order?

We value our customer’s satisfaction. If you are unhappy with your product within seven (7) working days, from date of delivery and as per the return policy; please call up our call centre at +9714 204 0222 OR [email protected] for a refund. If you received a damaged item, please ensure that you report this to our customer service centre within 24hrs.

Do I get a refund if I returned my product and if I have made a credit card payment?

You won’t have to worry about your refund when you shop with Goeurostar. We are happy to refund you the money in the form of store credit or credit card reversal. Please note that we do not refund by cash.

How do I return the product?

Its ok to change your mind. You can simply call up our call centre (+9714 204 0222 OR [email protected]) and they will walk you through with the process. Please ensure that all returns should be in original unopened condition, with the entire kit which was originally sent, including any free items/gifts which were sent across.







Real Time Analytics