Frequently Asked Questions

Purchase

Is it safe to do online shopping?

Absolutely! Asateer Scarves does not store any of your bank card details and has absolutely no access to your bank account at any time. Your online payment is processed through 2Checkout, a leading global payment platform that is secure and trusted by more than 50,000 merchants worldwide.

Also, this website is installed with SSL (Secure Sockets Layer), which ensures that all your sensitive information (e.g. credit card numbers, usernames, passwords, emails, etc.) sent across the internet is sent safely and securely. This decreases the risk of sensitive information from being stolen or tampered with by hackers and identity thieves. 

Now everybody can shop!

How can I purchase Asateer Scarves?

You can only purchase Asateer Scarves online through this website. We have just launched and do not have a physical store yet (but we look forward to opening one in the near future, insha’Allah!).

Please be advised that paid orders will be shipped out after 48 hours. This is because we carefully create and pack only a few scarves each day and do not mass produce.

What if I wish to speak with someone before placing my order?

We’re here to answer any question you may have to make your online purchase experience an easy and pleasant one! You may either use the contact form on this website or write to us at info@asateerscarves.com.

The item that I want is not available. How do I know when it will be restocked?

Follow @asateerscarves on Instagram or Facebook to keep yourself updated with restocks and new releases!

You may want to subscribe to Asateer Scarves’ newsletter to keep yourself in the loop, too!

Or you may contact us

How do I add/remove items to/from my existing order after checking out?

You may do so by contacting us using the contact form on this website or sending us an email at info@asateerscarves.com. Please include your Order ID. We will help you change the order to include or exclude the items according to your preference.

Once your oder has been shipped out, we can not make any changes.

Are the items included in the shopping cart reserved automatically?

No, adding items in the shopping cart does not reserve them or guarantee its availability.

I'd like to cancel my order. How can I do that?

If you change your mind and decide to cancel your order, you may do so by contacting us using the contact form on this website or sending us an email at info@asateerscarves.com. Please include the Order ID.

Do inform us as soon as possible if you wish to cancel your order once payment has been made so we can stop shipping out your order.

Once your oder has been shipped out, we can not cancel it.

Payment

Which methods of payment do you accept?

You may pay using Visa, MasterCard, American Express or Maestro debit and debit card.

Payment has been deducted from my account yet I still have not received my confirmation email?

Have you checked your spam folder? Sometimes, technical error may happen while the transaction is being processed. Please immediately send us an email at info@asateerscarves.com and include your transaction proof. We will investigate and get back to you regarding your order status as soon as possible.

What are your payment conditions?

All orders are placed with Asateer Scarves, which is a UAE entity, therefore your card issuer or payment method provider may apply other international bank charges. This will be calculated and charged by your card issuer. Asateer Scarves has no control over these charges and cannot predict the amount. Please contact your issuing bank for further information before placing your order.

I haven't received my confirmation email. What do I do?

You should receive an order confirmation email within 30 minutes of placing your order.

If you do not receive this email it may have been caught by your SPAM filter, or there might have been a typing mistake when you entered the email address.

If a confirmation email has not been received within 24 hours, please contact us

What do the different Order Statuses mean?

Order status help us track sales and provide you with clear information about the state of your purchase. Asateer Scarves uses the following Order Statuses: 

  • Pending payment – indicates that you have started the checkout process but did not complete it.
  • Processing – indicates that we are in the process of fulfilling your order.
  • Completed – indicates that we have already shipped out your order.
  • Failed – means the selected gateway has failed to authorize or charge your transaction.
  • Cancelled – indicates that we have cancelled your order.
  • Refunded – means that we have successfully processed a refund for you.

Shipping

Where can I find the shipping cost?

You’ll see the shipping cost on the Check Out page. We should be able to match your location and calculate automatically. Otherwise, once you enter your address the shipping cost will display on the right box of the Check Out page.

 

Where does Asateer Scarves deliver to and how much does it cost?

All orders are shipped from Dubai, UAE. 

We ship to over 100 countries worldwide including countries in Africa, Asia, Europe, America and more. 

Asateer Scarves has various delivery and shipping methods. The shipping cost may differ to each country and based on the total weight of your item(s). It will be shown in your order invoice upon check out. 

UAE 

Complimentary delivery within the United Arab Emirates.

KSA, Oman, Kuwait, Bahrain, India, Pakistan, and Bangladesh

  • Fixed rate: AED 50
  • Complimentary delivery for orders above AED 250.

International 

Sorry, we currently do not deliver to Qatar.

How long does it take to deliver my scarves?

We totally understand your enthusiasm in expecting the arrival of your scarves! You can expect the scarves to arrive at your doorstep within 7 working days time, within the United Arab Emirates, with exception of weekends and public holidays, insha’Allah.

Delivery times are estimates and commence from the date of shipping, rather than the date of order.

Has my order been shipped yet?

Orders are processed on a daily basis. An email will be sent to your registered email address to inform you regarding the current status of your order. Once the order has been shipped, a unique tracking number will be sent to your email for your convenience to track your parcel’s whereabouts.

Please be advised that paid orders will be shipped out after 48 hours. This is because we carefully create and pack only a few scarves each day and do not mass produce.

All delivery times stated are working days.

Working days are Sunday to Thursday, excluding public holidays within the UAE and your chosen shipping destination. 

Can I change my shipping address?

We are only able to deliver to the shipping address provided on your order. Changes are not permitted once your order has been shipped.

Please note: we do not deliver to freight forwarding addresses or PO Boxes.

What are the delivery charges?

Enter your home or office address when making your purchase and we will deliver the order to your chosen destination.

The delivery charge will vary according to your order and location.

United Arab Emirates

Complimentary delivery for all orders within the UAE. 

International

 

 

 

Will my parcel be charged customs and import charges?

Customs policies and import duties vary widely from country to country. In some cases, you may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel. Asateer Scarves has no control over these charges.

If you are ordering from India, we may ask for an electronic copy of your Aadhaar Card to submit to our courier provider here.

You may contact your local customs office for information before you order.

Returns and Refunds

Return Conditions

Please ensure you have carefully read all product descriptions, fabric compositions and measurements to help you make an informed decision before placing your order.

Hopefully you love everything you purchase with us, however if something does not work out, we’re here to help!

Each scarf is carefully checked before packing to ensure it is free from defect and is the correct item ordered by you. However, we’re a family-run business, and if we made a mistake and your item arrives damaged or not as described, contact us within 5 business days (Sunday—Thursday) of receiving the item and we will gladly refund or replace it.

  • Please note that you will have 14 days from the date your package is delivered to qualify for a refund.
  • Any worn, soiled, altered, customer-damaged items, or anything Asateer Scarves reasonably believes has been used cannot be refunded or exchanged.
  • Any Clearance/Sale/Discounted items cannot be refunded or exchanged.
  • Shipping cost is non-refundable unless we ship an item in error.

When we receive your package, we will inspect the condition of the items before proceeding to reimburse the returned items.

Receiving a Refund

The refund period may vary between 3 and 12 working days from reception of your return. Once we have inspected the condition of the returned items, we will notify you by e-mail. The refund will be made using the same payment method used to purchase the item.

Working days are Sunday to Thursday.

If you have received a defective item or the wrong item and decide to return it by post, remember to enclose the receipt of the postage expenses to return the package to us. Once we have inspected the condition of the items, we will reimburse the cost of the returned items and the corresponding postage and return expenses.

Exchange Conditions

Currently exchange option is available for UAE orders only. 

Please ensure you have carefully read all product descriptions, fabric compositions and measurements to help you make an informed decision before placing your order.

Hopefully you love everything you purchase with us, however if something does not work out, we’re here to help! We’re happy to accept your exchange or return for items purchased directly from us within 14 working days (Sunday-Thursdays excluding public holidays). 

  • Send us an email at info@asateerscarves.com and we’ll provide you with further instructions. 
  • Any worn, soiled, altered, customer-damaged items, or anything Asateer Scarves reasonably believes has been used cannot be exchanged.
  • Any Clearance/Sale/Discounted items cannot be exchanged.
  • Shipping cost is non-refundable unless we ship an item in error.

When we receive your package, we will inspect the condition of the items before proceeding to exchange them or reimburse the returned items.

We apologize, but international orders cannot be exchanged.

Return/Exchange Shipping Information

Shipping cost is non-refundable, unless we ship an item in error. Once we have inspected the condition of the items, we will reimburse the cost of the returned items and the corresponding postage and return expenses.

Returns/Exchange will require the customer to pay for return shipping. 

Returns/Exchange on orders that utilize free shipping will be subject to a reduction in refund. 

After Sales and Customer Support

I'd like the item to be gift packaged. Can you add a note in it?

Standard packaging consists of a dark green box and tissue paper.

If you would like your items to be gift packaged, please leave a note at the checkout. This will allow you to add a personal gift message to your order.

Our gift packaging consists of a dark green box and tissue paper, and is finished with a white ribbon. 

Products will be individually gift packaged.

What are the benefits of setting up an account with your website?

Setting up an account with Asateer Scarves eases your shopping experience and makes it faster. You can also stay up to date with all the latest news and offers from us.

I forgot my password. What do I do?

When signing in, click ‘forgotten your password’ and you will be sent an email giving you the ability to reset your email.

What do I do if I wish to raise a complaint?

We always strive to provide the best possible goods and services to our customers, however, should you feel unsatisfied at any point, then please send us an email at info@asateerscarves.com or use the Contact Form.

Want to collab with Asateer Scarves?

Send us an email at info@asateerscarves.com with the following information:

  • Blog or website URL – Please include links for all other social accounts – Instagram, Facebook, Pinterest, etc.
  • Contact Name
  • Location – Please include City and Country
  • Phone (optional)

Should you have any other questions, please send us an email at info@asateerscarves.com or use the contact form on this website.