Customer Care
Frequently asked questions
Quick answers to common questions about ordering, shipping, warranty, and our wholesale programme. Can't find what you need? Contact us.
Orders & Payment
How do I place an order?expand_more
Browse the shop, add items to your cart, and check out. You can order as a guest or create an account to track your orders.
What payment methods do you accept?expand_more
We accept Visa, Mastercard, American Express, Tabby and Tamara (buy now, pay later), and Cash on Delivery within the UAE.
Do you offer buy-now-pay-later?expand_more
Yes. Tabby and Tamara are available at checkout for eligible orders, letting you split payment into instalments.
Delivery
How long does delivery take in Dubai?expand_more
Delivery within Dubai is free for orders of AED 100 or more; a flat AED 12.50 applies to orders below AED 100. Orders are usually dispatched the same or next business day.
Do you ship outside the UAE?expand_more
Yes. We ship across the GCC (Oman, Saudi Arabia, Qatar, Kuwait, Bahrain) in 5-7 business days, starting from AED 60. Customs and VAT are set by each country and paid by the customer.
How do I track my order?expand_more
Use the Track Order page with your order number and email — no login required.
Warranty & Returns
How do I claim my warranty?expand_more
Every eligible product includes a 12-month repair commitment. To start a claim, message our support team on WhatsApp at +971 58 177 8894 with your order number and a short description of the fault.
What does the 12-month repair cover?expand_more
It covers manufacturing faults on genuine tools. It does not cover misuse, accidental damage, or water damage. Terms apply.
Can I return a product?expand_more
Yes — unused items in their original packaging can be returned within 14 days. For hygiene reasons, opened personal-care items are non-returnable.
What if my item arrives damaged or incorrect?expand_more
We will replace it free of charge. Contact support on WhatsApp +971 58 177 8894 with your order number and a photo.
Products
What brands do you sell?expand_more
We carry ENZO Italy, Lizze Brazil, and a selection of professional salon and grooming tools. Afaq Alnaseem Trading LLC is an authorized ENZO distributor for the UAE.
Are your products genuine?expand_more
Yes. We supply genuine stock sourced through authorized channels and back eligible tools with our 12-month repair commitment.
Do your products work on UAE voltage (220-240V)?expand_more
Yes. Products supplied for the UAE and GCC are rated for 220-240V. Voltage details are shown in each product's Specs tab.
Wholesale
How do I apply for wholesale or trade pricing?expand_more
Salons, barbershops, distributors, and resellers can apply through our Wholesale page. Our trade team reviews each enquiry and follows up with pricing and terms.
Support
How do I contact support?expand_more
Reach us on WhatsApp at +971 58 177 8894 or by email at info@afaqalnaseem.com. We are based in Deira, Dubai, and reply during our working days (Thursday to Saturday).