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Cancellation:
1. Why was my order cancelled?
We will be unable to process your order/item if one of the following scenarios takes place:
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Our team was unable to reach you on your shared contact details.
Item not Fulfilled by Supplier
The item(s) you purchased were not delivered to us by the supplier on time.
Wrong country selected
Your order will not be processed if you have selected a wrong country page while placing it.
Payment on Hold
This doesn't happen usually, however, there are certain transactions that are held by the payment system if it detects an issue.
In such a case, the order will not be processed without ID (Government ID of the cardholder / Passport) details. The name on the ID shared must match the name of the cardholder so we can process your order.
ID was not shared
We will not be able to process your order in case we reached out to you for your ID but didn’t hear back from you
Duplicate order
In case of a duplicate order placed within the same time span, our team will request you give a confirmation on the second order placed, otherwise, we’ll just go ahead and cancel it.
2. One of the item(s) has been cancelled from my order, why?
We want to make sure that everything in your order is in perfect condition before sending it out to you.
Sometimes, the item or the size you have bought was the last piece we had in our inventory, and during the usual quality check, it doesn’t pass as it was not in a condition we would want you to have and thus it gets cancelled.
Please check the email updates from us as it will contain the latest information about your order and any refunds where applicable.
3. Some items from my order got cancelled, how do I get my refund?
If you have paid via PayPal, we will refund the paid value of these cancelled items in the form of Namshi Credit & you will receive an email with your new Namshi credit balance once your refund is complete.
If you have opted for cash on delivery, you will only have to pay the amount for the items being shipped to you.
If you have paid by credit/debit card, the funds paid are reserved by the card-issuing bank - we don't actually claim the money until your order is shipped and handed over to the carrier partner. The Bank releases the payment to us only for those products which get shipped. For more information, we would suggest you to reach out or make a correspondence call with your card issuing bank.
In case you cancel your order or one of the items from your order before shipping, it may take up to 7-10 working days for your card issuing bank to make the cancelled order or item(s) funds available for you again. In some cases of a debit card, you might have to wait for your upcoming monthly statement or even 30 days (depends on the bank).
If you have paid by a MADA Debit/Credit card (only for KSA Customers). The value of the order or the item(s) would be deducted irrespective of your order getting shipped. In case you cancelled your entire order or any item(s) before shipping, the value of the cancelled order or item (s) would be transferred to your Namshi wallet and would get automatically refunded back to your card. This process may take up to 24 to 48 hours for your card issuing bank to make the funds available to use again.
4. How can I cancel an item or the entire order?
To cancel an item/order:
Please Sign in to your MEMEZ account.
Search your list of orders and find the one you want to cancel under MY Orders tab.
Select Order Details.
Please select the cancellation reason.
Select Cancel order.
The cancellation of your order or an item from the order, would then be processed and you would also receive an email with the update for the cancelled item(s) / order.
Gift Cards:
1. I lost the card? How can I redeem it?
The memez gift card contains the unique code which needs to be used to add MEMEZ credit to your wallet. If you lost the code, you will not be able to add it to the wallet.
We would advise you to add the gift card to MEMEZ wallet as soon as you get it.
2. What happens if I need to return something I purchased with my Gift Card?
Partial or full Payment made through Gift Card will be refunded back to MEMEZ wallet as credit
3. Can a gift card be redeemed on a MEMEZ account with an email address different from the email address it was sent to?
Yes, a gift card can be redeemed on any MEMEZ account.
Shopping:
1. Why do I have multiple invoices for the same order that I have placed at memez?
For some of your orders, you may receive more than one invoice per order. This is because we may be using multiple carrier partners to get your order to you as fast as possible. So, some of our carrier partners who are fulfilling your order on our behalf of us will issue an invoice for the items that they are shipping to you. For the remaining items in your order, a separate invoice will be issued.
Don’t worry! Every single item we ship to you is original and from MEMEZ! We work with multiple carrier partners to ensure that you get your order as fast as possible!
2. How can I place an order at MEMEZ ?
Kindly follow the steps below to place an order:
Visit us on MEMEZ.com and select the items you like, select your preferred size and quantity and finally go to ‘Add to Shopping Bag’
Choose between ‘Continue Shopping’ if you would like to add more items or ‘Proceed to secure checkout’
If you wish to continue as a guest, please enter your email address to proceed
If you are a returning customer, please enter your Login details to proceed
If you are a new customer, register here with your contact details
Enter your working phone number & a delivery address to proceed
Choose your desired payment method and go to ‘Buy Now’.
Please note that your order can only be delivered to the country you selected while setting your location e.g. If your location is set to UAE, we can only deliver your order within the UAE.
3. How can I change my language preference?
My Account is now available in Arabic and English language. You can change the display language to your preferred language at any time.
Open your "My Account", you need to log in.
Click on "My Settings" and select "Language Preference" option.
Choose the language of your choice from the drop-down box.
Click "Save".
Once you've changed your language preferences, refresh your browser.
You should see the language you selected.