FAQ's

1. What is 'My Account'? How do I update my information ?

  • "My Account" is your Kreek account, it gives you complete control over your transactions on Kreek.com. It is extremely easy to update your Kreek account.
  • You can Manage/edit your personal data like address, phone numbers, email ids.
  • Change your password.
  • Track the status of your orders.

2. How do I know my order has been confirmed ?

  • "Once your order has been made and payment authorization has been received, the seller confirms receipt of the order and begins processing it.
  • You will receive an email containing the details of your order when the seller receives it and confirms the same. In this mail you will be provided with a unique Order ID , a listing of the item or items you have ordered and the expected delivery time.

3. Why do I see different prices for the same product ?

  • A product could be listed under different prices. There could be sellers offering you the same product but at a different price. That is how Kreek marketplace works, where different sellers compete for your order.

4. Is it necessary to have an account to shop on Kreek.com?

  • You can shop at Kreek.com using just your email id. But it is higly recommended that you have an account for shopping and purchasing items on Kreek.com.
  • By creating your own Kreek account, you can enjoy a personalized shopping experience, including recommendations, quicker checkout and a public wishlist. You will also be able to rate/review products and sellers.

5. How can I sell on Kreek?

6. How do I pay for a Kreek purchase ?

  • Kreek offers you multiple payment methods. Whatever your online mode of payment, you can rest assured that Kreek's trusted payment gateway partners use secure encryption technology to keep your transaction details confidential at all times.
  • Kreek also accepts payments made using Visa, MasterCard, Maestro and American Express credit/debit cards in UAE and 25 other countries.

7. Are there any hidden charges when I make a purchase on Kreek.com ?

  • There are no hidden charges when you purchase from Kreek.com. The prices listed are all inclusive and just require a small delivery charge depending on the delivery location which will be intimated to you during the course of purchase.

8. What is Cash on Delivery ?

  • If you are not comfortable making an online payment on Kreek.com, you can opt for the Cash on Delivery (COD) payment method instead.
  • With this feature you can make a cash payment when your product(s) are delivered at your doorstep without requiring you to make an advance payment online.
  • This feature is currently only available in UAE.

9. How do I pay using a credit/debit card ?

  • We accept payments made by credit/debit cards issued in UAE and 25 other countries.

Credit cards:

  • We accept payments made using Visa, MasterCard and American Express credit cards.
  • To pay using your credit card at checkout, you will need your card number, expiry date, three-digit CVV number (found on the backside of your card). After entering these details, you will be redirected to the bank's page for entering the online 3D Secure password.

Debit cards:

  • We accept payments made using Visa, MasterCard and Maestro debit cards.
  • To pay using your debit card at checkout, you will need your card number, expiry date (optional for Maestro cards), three-digit CVV number (optional for Maestro cards). You will then be redirected to your bank's secure page for entering your online password (issued by your bank) to complete the payment.

10. Is it safe to use my credit/debit card on Kreek ?

  • Your online transaction on Kreek is secure with the highest levels of transaction security currently available on the Internet. Kreek uses 256-bit encryption technology to protect your card information while securely transmitting it to the respective banks for payment processing.

11. How do I check the current status of my orders ?

  • You can review the status of your orders and other related information in the 'My Account' section.
  • In the My Account page, click on the 'My Orders' link to view the status of all your orders. To view the status of a specific order, click on the 'Order Number' link.

12. How do I cancel an order ?

  • You can cancel your order online before the product has been shipped. Your entire order amount will be refunded.
  • No order can be cancelled once the product has been shipped for delivery.

In order to cancel an item in your order:

  • Log into your Kreek account and go to the 'My Orders' page.
  • Identify the item you want to cancel and click on the corresponding 'View Details' link.
  • In the detailed order page, you will see 'Cancel' links against each of the items in that order.
  • Click on the 'Cancel' link, indicate the reason for cancellation, choose a mode of refund and confirm cancellation.
  • Once your cancellation request is created, we will ensure that the cancellation is processed as soon as possible.

13. How long will it take to process my cancellation request ?

  • Currently there is only one refund option available which is Back to Source. In this case, the money will be refunded back to the payment mode/account that was originally used to make the transaction.

14. How does the delivery process work ?

  • All deliveries are scheduled through reputed couriers. You will be informed when the seller ships your consignment and will also be provided a tracking number.

15. I received a defective/damaged item, can I get a refund ?

  • In case the item you received is damaged or defective, you could return an item in the same condition as you received it with the original box and/or packaging intact. Once we receive the returned item, we will inspect it and if the item is found to be defective or damaged, we will process the refund along with any shipping fees incurred.

16. I received a wrong item, how can I return it ?

  • In this case which will be a highly unusual situation where the item received is wrong, you can return the item in the same condition you received and in the original box and/or packaging intact. Once we receive the returned item, we will process the refund along with free 15 day returns.

 

FAQ's - warranty

1. The serial number has been removed from the item's box, what do I do?

  • Kreek.com wishes to ensure that its members are able to form legally binding contracts and further that minors do not purchase unsuitable content. Therefore membership of the Site is not available to persons under the age of 18 years. You represent that you are 18 years of age or over the age of 18 years before you become a member of the Site. Without prejudice to any other rights and remedies of Kreek.com under this User Agreement or at law, Kreek.com reserves the right to limit or withdraw access to the Site or the membership of any person if Kreek.com believes that person is under the age of 18 years. The Site is not available to persons whose membership has been suspended or withdrawn by Kreek.com. Further, if you are registering as a business entity, you represent that you have the authority to bind that entity to this User Agreement and that you and the business entity will comply with all applicable laws relating to online trading. No person or business entity may register as a member of the Site more than once.

2. Can I repair any kind of damage if my item is covered by a damage protection plan?  

  • Damage protection warranty plans help cover accidents such as cracked screens, drops, and water spills. The warranty will not apply to any damages caused by:

    • Cosmetic damage
    • Deliberately damaging or neglecting the item
    • Failure to follow the manufacturer's instructions
    • Routine servicing, inspection, maintenance, dismantling or cleaning of the covered item
    • The covered item being used by someone else other than you or a member of your family.

3. What if I bought an item from outside UAE through international shipping service offered by Kreek.com and I want to repair it?

  • All items bought through Kreek.com, including outside UAE , can be repaired within UAE . All you have to do is contact us to send it for repair.

 4. How many times can an item be sent for electronic malfunction repairs under Kreek.com Warranties?

  • Your item will benefit of unlimited electronic malfunction repairs, if it's covered by any of Kreek.com Warranties. Do I have to bear any repair costs for an item that is covered by Kreek.com Extended Warranty.

5. Do I have to bear any repair costs for an item that is covered by Kreek.com Extended Warranty?

  • When repairing your item under a Kreek.com warranty you will not bear any extra repair costs. However, if you have a Damage Protection warranty and the repair falls under damage repair, you will have to pay a deductible of 75 AED .

 6. The item has a manufacturer warranty can I extend it?

  • kreek.com currently doesn't offer extended warranty on the items that fall under manufacturer warranty.

 7. Can I extend the warranty after purchasing the item?

  • Unfortunately you can only purchase a warranty for an item during the process of buying the item. After the payment is done you will not be able to purchase a warranty.

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