Customer Service

Frequently Asked Questions

 

DELIVERY & SHIPPING

 

Which countries do you deliver to?

We currently ship to these countries. We are sorry if your country is not on the list. We review the list of countries we ship to regularly with a view to expanding these where possible. Explorer will not deal or provide any services or products to any countries sanctioned by OFAC (Office of Foreign Assets Control) in accordance with the law of the UAE.

 

How long will the delivery take?

Explorer ensures that your order will be shipped to you as soon as possible. Please see below for detailed info.

 

Domestic shipping (UAE): Orders are normally dispatched within 2 business days from the date we receive your order and delivered to you within 3 business days from the date of dispatch. Orders received after 3pm on Thursday will be dispatched the following Sunday.

 

International shipping (Rest of GCC & international): Orders are normally dispatched within 2 business days from the date we receive your order and delivered within 3-7 business days from the date of dispatch depending on the delivery location. Orders received after 3pm on Thursday will be dispatched the following Sunday.

 

What are the delivery charges?

Explorer provides free delivery on all items (excluding wall maps) in the UAE for orders valued above AED 50.00.

For orders outside of the UAE, the shipping charge is calculated according to the weight of the product and the delivery location. The charge is clearly displayed at the time of checkout before placing the order.

Multiple shipments/deliveries may result in multiple postings to the cardholder’s monthly statement.

 

Can I collect my order directly from your office?

Items can be collected directly from the Explorer office in Dubai, UAE between 10am and 4pm, Sun-Thu, except public holidays. Please choose the delivery option whilst placing your order.

 

How much are the delivery and shipping charges for sending large items such as wall maps?

Delivery for large items such as wall maps is available in the UAE only or, they can be collected from the Explorer office. The charges are clearly indicated in the shopping cart before placing the order.

 

How is my order shipped?

Explorer uses a reputed courier to ship all orders. Explorer cannot ship to a PO Box.

 

How can I track my order?

Once your order has been shipped, Explorer will send you an email confirming the dispatch of your order and indicating an estimated date of delivery. Should you require assistance in tracking your order, please email us at orders@askexplorer.com

 

Does Explorer deliver internationally?

Yes, Explorer delivers internationally. The shipping charges are calculated according to the weight of the product and delivery location.

 

The wrong item has been delivered to me. What shall I do?

Please email us at orders@askexplorer.com or call us on 04-3408805 so we can send you the correct item as soon as possible.

 

What about tax, and customs charges?

When shipping to some countries, there may be taxes and customs charges. These charges have to be borne by the recipient, as Explorer cannot calculate the amount because it varies from country to country.

 

What should I do if I cannot be home to accept the delivery?

Let us know at orders@askexplorer.com as soon as possible if you can’t be at home at the scheduled delivery time and we will arrange an alternative date.

 

What if I order something that is out of stock?

The website will not permit orders for out-of-stock items.

 

Can I get items gift-wrapped?

Yes, on certain products. If gift wrapping is available for an item, it is indicated on the product page. You will also see an option to add personalised messages for some gift-wrapped items.

 

How do I get in touch with askexplorer.com/shop?

Simply email us at orders@askexplorer.com and we will reply.

 

 

CANCELLATION & REFUND POLICY

 

Cancellation

As long as the shipment has not left our warehouse, the order may be cancelled and Explorer will issue you a gift voucher for the amount you have spent. In the case that you opt for a complete refund, this can be arranged subject to management approval.

 

Cancellation of print-on-demand products (wall maps)

Products which are print-on-demand, such as wall maps, are specially created for you upon receipt of your order, and in this case we cannot accept cancellation more than 4 hours after the order was placed. Only shipping charges will be refunded if any have been charged.

 

Refunds

While we promise to be fair in our judgment, refunds will be given at the discretion of company management.

Refunds will be made only through the original mode of payment.

 

PAYMENT METHOD INFORMATION

 

I’m paying by credit card. Is it safe?

Yes, thanks to the state-of-the-art encryption technology that we use, your purchase can be made securely. 

 

Does Explorer have a privacy policy?

You can read our full privacy policy here. We are dedicated to protecting your privacy and have ensured that our site provides a safe environment for everyone who visits and purchases items.

 

What payment methods do you accept?

You can pay by any internationally accepted Visa or MasterCard debit or credit card, by PayPal or Explorer Gift Card. We also accept Cash on Delivery in Abu Dhabi, Dubai and Sharjah only.

 

How do I know my payment is safe and secure?

Explorer does not collect your credit card details. The payment happens through our Visa-verified, MasterCard-secured 3D payment gateway.

 

 What currency is reflected in the pricing? 

All prices are displayed in United Arab Emirates Dirhams (AED). 

 

How is my payment through credit or debit cards processed?

To pay using your credit card you will be redirected to the secure payment gateway’s page for entering your card number, expiry date and three-digit CVV number (found on the back of your card). When you enter your information and proceed you will receive the order confirmation.

 

How does Cash on Delivery (CoD) work?

Cash on Delivery is currently accepted as a payment method for delivery in  select cities in the UAE (Abu Dhabi, Dubai and Sharjah) only. If you do not own a credit or debit card or prefer not to use it online, you can pay cash to the delivery agent when you receive your order. No additional charges are applicable for CoD. Simply select the CoD option in Payment Type on the Checkout page while placing your order.

Foreign currency cannot be used for CoD payments. To avoid inconvenience and delays please have exact change ready when the delivery agent delivers your order.

 

How do I pay by PayPal?

First, register your credit or debit card with your PayPal account. And then you can pay by simply choosing PayPal at the checkout, logging into your PayPal account, and confirming your payment. We complete the process for you, without sharing your financial details with merchants and sellers.

On the Payment page, select PayPal as your method of payment. You will be redirected to PayPal's website to confirm the financial details of the transaction. Once you confirm your payment via PayPal, you will return to askexplorer.com/shop to finish placing your order.

PayPal is a safe and easy way to make a secure online payment. It allows online shoppers to enter and store credit card and billing information in one place, thereby eliminating the need to store and update this information on multiple sites. 

 

Are the products sold through askexplorer.com/shop new or used?

All of our products are new.

 

I have an Explorer gift card, how do I use it to pay?

When viewing the shopping cart, you will see a discount code box where you can input your gift card code. The discount will then be applied to all relevant purchases in your cart at that time.

 

HELP & CONTACT

 

Tel: +971 4 3408805

(Sunday to Thursday, 9am-4pm UAE time/GMT+4)

 

Fax: +971 4 3408806

Email: orders@askexplorer.com