FAQs
ORDERS
How long does it take to receive an order?
Orders being delivered within the UAE will arrive within 48 hours.
How do I cancel/modify my order?
To make changes to or cancel an order, reach out to our Customer Care team anytime via email (customercare@pinca.ae) or WhatsApp (+971 50 462 5654) from 9 am to 9 pm. Once you receive an email notification indicating that your order has been dispatched, that order can no longer be cancelled or modified.
How do I track my order?
At this time, we do not offer automatic tracking information. If you have any inquiries about the status of your order, please reach out to our Customer Care team anytime via email (customercare@pinca.ae) or WhatsApp (+971 50 462 5654) from 9 am to 9 pm.
How do I change my delivery address?
You can change or add new delivery addresses during checkout. If you have already placed your order and received an email informing you that the order has been shipped, we won’t be able to change your address.
Can someone else accept the delivery on my behalf?
Someone else can receive orders on your behalf, but they will be asked to show ID and sign off upon delivery. Once successfully delivered, Pinca is no longer responsible for anything that might happen to the package.
What should I do if I haven't received my order?
If this should happen, reach out to our Customer Care team anytime via email (customercare@pinca.ae) or through WhatsApp (+971 50 462 5654) between 9am to 9pm and they will assist you.
What should I do if I received the wrong items/some items from my order are missing?
Reach out to our Customer Care team anytime via email (customercare@pinca.ae) or through WhatsApp between 9am to 9pm and they will help you resolve the issue.
What should I do if I received a damaged or faulty product?
If you receive an item that is damaged, please arrange for the item's return using the standard returns process.
What is the Pinca return policy?
Any unused item can be returned within 14 days of the order’s receipt, so long as the item is in a re-saleable condition, in the original packaging.
How can I return a product?
Please contact us via email (customercare@pinca.ae) or WhatsApp (+971 50 462 5654).
What is the refund policy?
A full refund will be issued so long as the item returned is unused and in its original packaging. Only after an item has gone through our quality assurance process will a refund be initiated to your choice of original tender type. It will take 14 days from the time of the return's approval to see the refund reflected on your credit card statement.
Can I exchange a product?
We are not currently able to offer Exchanges. Instead, all items should follow the returns process. If you desire a replacement item, a new order can be placed.
PAYMENT
What are my payment options?
We currently accept Cash or Card payment upon delivery and also Online Card payment.
What is Cash On Delivery?
Cash On Delivery (available only in the UAE) enables you to place an order online without paying for it until your items have been delivered to you.
What is Card On Delivery?
Card On Delivery (available only in the UAE) enables you to place an order online without paying for it until your items have been delivered to you.
What is Card Payment?
Online Card Payment enables you to pay for your order online using your Debit/Credit Card.
TECHNOLOGY SUPPORT
How do I redeem a promo code?
Valid promo codes can be applied at checkout and must be redeemed prior to completing your order to receive the discount.
Where do I report any issues on the website?
If you’re having any issues using the Pinca website, please contact our Customer Care team anytime via email (customercare@pinca.ae) or on WhatsApp (+971 50 462 5654) from 9am to 9pm.