FAQ

Order Related

If you wish to change address or phone, you can do it through “My Account” Section till the order is shipped. You will see a small edit icon on the order detail screen. You cannot change the address once the order is shipped

You can review the status of your orders and other related tracking information by visiting the “My Account” section. You can instantly see the status of a specific order and all your past orders.

Once the order is shipped, you can see a button “Track” which will give you more detailed information about your order status.

If you have placed the user as guest, you can signup/sign-in using the email through which you have placed the order. You can track the order through the steps mentioned above.

If your order has been shipped and you are still not able to know the order status through tracking link, wait for 12 hours. In some rare cases, courier partner take upto 12 hours to activate the tracking link. Kindly check after the mentioned time frame

You can track all your orders from the ‘My Account’ option in the menu.

If your most recent order is not showing after successful payment, please do not worry, please check again after 10 minutes. If the problem persists, please write to us immediately @ [email protected]

Our shipments go through rigorous quality check processes before they leave our warehouse, however there is a slight possibility that the product could get damaged during shipment. If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund:

Step 1: Contact our Customer Support team via phone 0545583075 or email on [email protected] within 24 hours of receiving the order.

Step 2: Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order. We may also ask you to share the pictures of the damaged product received

Step 3: In case of damaged product, we will either initiate refund for the same or send a replacement subjected to the availability of the product

We’re sorry you didn’t receive the free/offer product. Please contact our Customer Support team via phone (0545583075) or email ([email protected]) so we can dispatch it for you at the earliest.

Refuse to accept delivery of such a shipment/package. Do contact our Customer Support team via phone (0545583075) or email ([email protected]) so we can re-dispatch your order for you.

We are always happy to assist you and answer any queries you may have. Please contact our Customer Support team via phone (0120-3962246) or email ([email protected]).

If your order has been shipped, you cannot cancel it.

If your order is not showing ‘Shipped’ under My Account section, you may cancel it by using your account or by contacting our customer care department @ for orders [email protected]

The refund will be initiated once the order has been successfully cancelled and will take 7-14 business days to reflect in your account.

Shopping

You just need to provide us with your name, email address and a password of your choice. It’s that simple!

By signing up for a aeen account, you can:

  • Track all past and present orders at any time in one place
  • Receive notifications as soon as your favorite products are back in stock
  • Rate and review products and earn reward points
  • Never fill in your address details more than once
  • Accumulate Reward Points and receive discounts on future purchases

You can do that by following some simple steps:

Step 1: Click the ‘Add to Bag’ button on the products you wish to purchase and they will be added to your shopping bag

Step 2: Register with NewU by clicking on the “Account” button on the top right-hand corner of the page and clicking on “Sign Up”.

When you sign up for your NewU account, you can enter all your details including your address and phone number on to your account page and it will be recorded for future purposes

Step 3: Either you can “Continue shopping” or click on the “Checkout” button to proceed to the next steps.

Step 4: Provide us with your email address, shipping address and payment details. Finally, click on “place order” to go ahead.

Step 5: Once the order is placed, you will see a confirmation page with an order number. Also, we will send you an email confirming your order.

Step 6: Enjoy your NewU order

If you have any further questions, you can write to us at [email protected]

Yes, you can do so by filling in your address as the ‘billing address’ and the address you wish to ship your order to, as the ‘shipping address’

We regularly update our website with new items, but every once in a while you may miss out on something. Enter your email address in the Notify Me box next to the product, and you’ll be the first to know when it’s back in stock.

No, COD is not available. There is free delivery on orders above AED 50.

Shipping and Delivery

We dispatch most orders within 1-4 business days (i.e. excluding Sundays and public holidays).

While we try our best that no order gets delayed, the delivery timeframe mentioned is an estimate, actual delivery time depends upon availability of the product, address where the order needs to be delivered and any other circumstances that might affect delivery

As of now, aeen only ships throughout UAE!

  • Once our system processes your order, your products are inspected thoroughly to ensure they are in a perfect condition.
  • Once they pass through the final round of quality check, they are packed and handed over to our trusted delivery partner.
  • Our delivery partners then bring the package to you at the earliest. In case, they are unable to reach your provided address or at a suitable time, they will contact you to resolve the issue.
  • No, As of now we sell only through website.

My Account

Just click on the “Account” button on the top right hand corner of the page and click on “Sign Up”. Fill in your name, email address and password.

When you sign up for your aeen account, you can enter all your details including your address and phone number onto your account page and it will be recorded for future purposes! This way you do not have to keep filling in your details for every new order.

When signing in, you can click on the forgotten password link below the sign up area.

You will be redirected to a new page where you will be instructed to fill in your registered email address.

You will receive an email with a link to reset password.

Payments

We offer you multiple ways to pay securely:

  • Debit and Credit Cards

We use Ziina/Stripe & Paypal payment gateway for all Debit/Credit and transactions and they are all 100% secure.

If your payment has failed, please try again after checking whether your account details, billing address, Debit or Credit Card details or any other payment-related information is accurate.

Check that your internet connection is working.

If any amount has been debited during the failed transaction, it will be credited back to your bank account, Credit Card within seven business days.

There are no hidden charges when you make a purchase on aeen. The price you see on the order confirmation page is exactly what you pay. The final order total would also include the shipping and handling charges as applicable.