Frequenty asked questions

If your merchant’s checkout displays an error message when you enter your address, or suggests that you should enter the address is a different format, try entering the address a second time, using the usual format. If the message persists, try placing your Shipa Mall ID (SMXXXXX) in line 1 of the address if you initially placed it in line 2, or place it in line 2 if you initially placed it in line 1. Please do not allow the address to be entered without the inclusion of your Shipa Mall ID, as it is essential for linking your purchases with your account. Before finalizing your purchase, please ensure that your Shipa Mall international address is posted in full at the merchant’s checkout, complete with your Shipa Mall ID number.

As long as all the address details are present, including your Shipa Mall ID, your purchases should reach our facility without any issues.

Customer service hours will be changed from 9 AM - 12 AM UAE time, to 10 AM to 7 PM across all channels (Calls, Chats, Emails, Social Media)

Our processing teams handle parcels between 9:00am and 5:00pm, in the time zone of the origin country, from Monday to Friday. Parcels are released for shipping from Monday through Friday.

Shipa Delivery will deliver your parcels to the address in your home country between 9:00am and 10:00pm daily except Friday (no delivery on Fridays).

If you can’t get through to a merchant overseas, the first thing to do is make sure you are dialing the number correctly. When dialing internationally, you must place a ‘+’ or ‘00’ (the international dialing access code) and then the country code before the actual phone number, and drop the phone number’s leading ‘0’ if it has one.

For example, to dial the UK number 0205 123 1234 from overseas, you would need to dial +44 205 123 1234, or 0044 205 123 1234.

In the above example, the 00 or + is the international dialing access code, 44 is the country code, and the remaining numbers are the merchant’s phone number without the leading ‘0’.

For a merchant in the United States, you would need the international dialing access code, followed by ‘1’ (the U.S. country code), followed by the merchant’s phone number (U.S. phone numbers do not have a leading ‘0’).

So for example, if the merchant’s phone number is 123 123 1234, you would need to dial +1 123 123 1234 or 001 123 123 1234.

It’s also important to note that while some phone numbers, typically beginning with 1-800 or 800 in the United States and 08 in the United Kingdom, are free to call, but only when dialing from within that country. They may not work at all when you dial them from another country, or you might get a message advising that the call is not free, and that you will be charged at an international rate.

If you are unable to get through to your merchant on a free phone number, try to find an alternative number on the merchant’s website, or send the merchant an email requesting an international number.

TIP: If you are a Skype user, you can use Skype credits to make international calls. To learn more about making international phone calls, check out the information at http://www.timeanddate.com/worldclock/dialing.html.

Currently, you can use Shipa Mall to shop online overseas if you are located in the United Arab Emirates, Kuwait or KSA.

If you are located in either of the countries above, you can now use our platform to shop online in the United States of America, the United Kingdom and the United Arab Emirates.

We plan to add new shopping and destination countries in the near future, so please check back here regularly for updates to our service coverage.