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    FAQs

    We’re always on hand to offer advice or make things easier, so to help, we’ve compiled these FAQs. If you’ve got a question, these could help you before contacting with us.

    PICK-UP SHOPS

    1. What are your trading hours?
    • The following locations are trading as per government guidance and may be subject to change
                       Head Quarters Jabal Ali Free Zone
                       Monday to Friday
                       
      Zone 09:00 AM – 06:00PM
                     
        Pick-up Shops: Dubai Al Quoz, Abu Dhabi Mussafah, Al Ain Nahyan The First St, Fujairah Al Hayl, Sharjah Industrial Area 2, DIP, Ras Al Khor
                       
      Monday to Saturday
                        Zone 
      08:00 AM – 08:00PM

     

    1. Do I need to wear a mask and gloves when I come in store?
    •  In-store a mask is mandatory at all times. Please follow your Emirate guidelines, for more information and adhere to the authority guidance.For the safety of our team members, and customers and in compliance with government authority regulation, all of our team members will be wearing masks & gloves.

     

    1. How are you managing the health and safety of your team members and customers?
    • We're committed to doing everything we can to ensure the health and safety of our team members, our customers and the community. We are working with and under the guidance and following the direction of government authorities and medical experts. We have upweighted our in-store cleaning routines to make them even more rigorous and are focusing on personal hygiene protocols per all government authority guidelines.

     

    1. Can I pay using cash in-store?
    •  In line with the heightened medical guidelines to ensure the safety of our customers and our team, we invite you to shop using a contactless electronic payment method However, will also be accepting cash as a payment method in our stores.

     

    1. How can I maintain safe physical distance in busy areas of the store like the sales desk?
    • To make it easier for you to visualize the recommended safe physical distance between people when at the sales desk, please look for the floor markers our team have placed on the floor. Standing on these marked areas will ensure you are separated from other customers by the recommended 2 meters.

     

    1. Why are there changes to trading hours?
    • The health and safety of our in-store team members and customers is paramount. As the current situation continues to develop, we are working with and under the guidance and following the direction of government authorities, resulting in the reduced opening hours.

     

    1. Instead of coming to store, how else can I shop?
    • If you prefer not to come to store, our online website is still operating as usual. Visit our Online Shop

     

    E-SHOP

    1. How can I pay and is it safe to buy online?
    • We encourage you to shop using contactless electronic methods, for online, all our payment methods are secure.

     

    1. How can I change my personal or company details
    • Our website is selling only to B2B customers and B2B users can only use predefined information. To change or add any details please contact with eshop@wurth.ae.

     

    1. How can I change my password?
    • Sign in to your account.
    • Click on your name under ‘My account’ at the top of your page.
    • Click on ‘Change password’.
    • Type your new password in the appropriate space and confirm it.
    • Click ‘change password’.

     

    1.  Is my personal data safe if I create an account?
    • For more information, as to how the Würth AE keep your personal data safe, please read our Privacy Policy.

     

    1. How can I unsubscribe from email newsletters?
    • All our newsletters offer the option to unsubscribe to future emails. Please follow the directions on the newsletter. Please note that any changes to our email list come into effect overnight, so you may still receive an email from us on the day you ask to be removed.

     

    1. Can I order online?
    •  Yes you can order on eshop.wurth.ae and shop from our extensive selection of products for every division

     

         7. If I order online, what are my options to receive the product?

    •  To make your shopping experience as enjoyable and as convenient as possible, for most items sold on our website you will received the items on our system. Still we’re working hard to add more delivery types and we’ll inform you by time.

     

        8. Can you place an order on my behalf?

    • Our Customer Care team can support you with placing an order.

     

         9. Do I have to open an account to place an order?

    • This is necessary. Our website allows logged in customers to place orders. This means you have to register an account to place an order. You will have to provide us with certain mandatory personal and corporate information in order for Wurth to place the order.

     

        10. The item I want is not in stock. Can I pre-order it?

    • We are unable to offer a pre-ordering service. We regularly update our website, so keep checking for the latest availability. Please be aware that we change our ranges frequently and some items are discontinued to make way for new ones. If you leave your contact details, we’ll try to inform you when stock is available.

     

       11.How to buy?

    •  To shop on our site, choose from a selection of products. Browse through the products we have to offer or simply type in a keyword or article number in the search box. When you find one you are interested in, click on the image to see more detail. If this product meets your expectation and wish to purchase it, select the variant you want, and add to your basket. You can then choose to continue shopping or proceed to checkout with your order. Once you proceed to check out, you can amend your shopping basket and continue to our secure checkout page.
    • Enter your billing address and contact details, choosing your payment method or get a quote options and click continue. Next your account will be credited. Once you have entered these details, review to make sure they are correct. Review our general terms and conditions and if you are happy to continue with your purchase click ‘Submit’.

    Note: Once you submit your order you will be unable to change your order. You will be sent an acknowledgement email detailing your order, and a further dispatch order when your item(s) have been dispatched.

     

       12. Do you deliver to the GCC?

    • Eshop.wurth.ae currently only delivers to the UAE.

     

       13. How long do I have to wait for my product to arrive?

    • We offer Next Day delivery, depending on the time of order. For more information, please see our Shipping Policy. Please contact the customer care team on our +971 50 858 2304 . You can also email us using eshop@wurth.ae.

     

      14. Are you accepting exchanges and returns?

    • Returns and refunds are accepted in-store if your products able to this process. For your protection and in line with government guidelines, all returned products will be quarantined and sanitized before being used by another customer. During this time, items purchased online will be accepted via the online returns process. Online purchases which are returned will be subject to quarantine and sanitization in line with government health and safety guidelines.

     

       15. I bought this product in the UAE can I refund or exchange it in the GCC?

    • At that time it’s not possible to return a product in a different country.

     

        16. I bought this product on eshop.wurth.ae, can I return, refund or exchange it within the UAE?

    • During these pandemic days this option is not valid.

       

        17. What are the online payment methods?

    • We accept multiple types of payments on our website: You can choose to use crediting option and cash on delivery option for now. We’re working hard to implement new payment types and these options will be live soon.

     

       18. Do you offer cash on delivery?

    •  Yes, we offer cash on delivery as a payment method for UAE dirhams only.

     

    GENERAL

    1.  Who do I contact for any queries about eshop.wurth.ae?
    • You can directly call our number +971 50 858 2304, e-mail us eshop@wurth.ae or fill the contact us form.