Subject: Re: FAQ's
From: Seeta Seeta <[email-masked]>
To: jessie caparas <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Saurabh <[email-masked]>, escalations dxbteam <[email-masked]>
Date: Wed, 18 Mar 2020 04:30:59 -0700 (MST)

Hi Jessie, 

Thank you for your updates regarding new FAQ's. The same information has been shared with all agents. 

Thanks & Regards, 
Seeta Kunwar 

From: "jessie caparas" <[email-masked]> 
To: "Seeta Seeta" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, "Apoorv Joshi" <[email-masked]> 
Cc: "Saurabh" <[email-masked]>, "escalations dxbteam" <[email-masked]> 
Sent: Wednesday, March 18, 2020 4:31:50 PM 
Subject: FAQ's 

Hi Team, 

The below will be published in our FAQ site today. 

Expect a surge on chats and emails. 

Updated FAQ: 

I visited one of your stores and it was closed – Due to territory regulations we have temporarily closed a number of stores. We are continuously monitoring the situation and will endeavour to reopen all of our stores as soon as possible. 

I am unable to contact your customer support centre – We are currently experiencing extremely high call volumes in our contact centre. Please try using the live chat or write to us facilities on our website, they can be found by selecting ‘contact us’ at the bottom of the webpage. 

Your customer support team were meant to contact me, and they are yet to do so – We are currently experiencing extremely high call volumes in our contact centre s. It will take us slightly longer than usual to contact you. Alternatively, you can contact us via live chat or the write to us facilities on our website, they can be found by selecting ‘contact us’ at the bottom of the webpage. 

I have a credit note which expired whilst your stores were closed, is there anything I can do? Credit notes are valid for 6 months, in the event it expires during the period of store closures, please contact our customer support team who will be able to assist you. 

I want to collect my order from store, however the store is closed? – Due to temporary store closures we are unable to process any collections from store. Your parcel will remain in store for you to collect at a later date. Alternatively, if you would like to cancel your order, please contact our customer support team who will be able to assist you. 

I am unable to place a click and collect order? – Due to temporary store closures we are unable to process any Click and Collect orders at present. Alternatively, our Home delivery service is still fully operational. 

I have placed a home delivery order, when will my order be delivered? All deliveries will proceed as normal, with the exception of the eastern area in KSA and Kuwait , where delays may be experienced . 

What measures are you taking to ensure the safety of my products – 

Our teams are closely following COVID-19 guidelines as per the World Health Organization (WHO) and the local and national authorities. Your safety is of utmost importance to us. As a homegrown brand, we are in this together with you and understand your concern about yourself, your families and the communities we all live in. 

Our number one priority will always be the health and safety of you, our customers and our own people. We would like to share with you a few precautionary measures we have been practicing in our daily operations: 

Sanitised facilities . We own and operate all our warehouses ourselves, and ensure the highest standards of cleanliness and hygiene at all our facilities. In addition to our stringent safety standards, we have further introduced disinfection processes and rigorous sanitation of all locations. Along with sanitisers at all workstations, all our employees are now mandated to wear gloves at all times and we have ensured that we have sanitizers across warehouses and sufficient protective gear for all employees. 

Driver hygiene. All our drivers have been trained on hand hygiene best practices as per WHO guidelines. Additionally, they are now sanitising their hands before and after every interaction. 

Contactless home deliveries. We have now advised changes to our standard doorstep procedure so that prepaid orders can be left at your door rather than being handed over – to minimize interaction. For all Cash on Delivery orders, our couriers are trained on hand hygiene and will be sanitising their hands before and after every interaction. 

I would like to return an item/s I purchased online but your stores are closed, what should I do? – Should you wish to return an item/s you can initiate a return collection request from your online account and a courier will be in touch. Alternatively we will be extending our returns period to allow you to return to store at a later date. 

I would like to return an item/s I purchased instore but your stores are closed, what should I do? – Where there are store closures we will be extending our return period to allow you to return eligible item/s once our stores have reopened. 

Thank you and Kind Regards, 

Jessie Caparas 

Email: [ mailto:[email-masked] | 
[email-masked] ] 

T: +97145172087 

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