Frequently asked questions

Shipping

Types of Shipments and Delivery Periods


All orders from incognidor.com are processed and shipped within 1-3 business days (excluding items on backorder, made-to-order items, and custom-made items). Orders placed on weekends or holidays will be processed the following business day. For excluded items, individual shipping timelines will be agreed upon.




How long will it take to get my order?


Product(s) are shipped using FedEx, DHL, Emirates Post, and other providers from Dubai, UAE. You will be able to track your order on their website using the tracking number you receive in the confirmation email.

Delivery should take 3-7 days domestic, 7-21 days internationally, unforeseen circumstances, notwithstanding.




How much will I pay for shipping?


We offer flat rates per order domestically and internationally, have a look at our Shipping section for the shipping cost table.




How do I change my shipping address?


If your order has not shipped yet, then please contact our Customer Care to let them know the new address you would like your order shipped to. If your order has already shipped, still contact us immediately, and we will make every effort possible to try to fulfill your request.




How can I track my order?


Once your order ships, you will receive a shipment notification email with a tracking number.




Can I ship to a P.O.Box?


No, unfortunately, we cannot ship to P.O.Boxes.




What Countries Do You Ship To?


We ship worldwide except for a handful of high-risk countries, including but not limited to Afghanistan, Cuba, Iran, Qatar, Russia, Yemen.





Exchange & Returns

Return Process


If you are not satisfied with your online purchase, you may return the product(s). We will accept returned IncogniD'or merchandise only if it complies with the criteria set forth herein.




What is your return policy?


Please take a look at our Returns & Refunds section for our return policy.




Can I return sale items?


ALL Sale items are FINAL SALE, including items purchased with a discount code. We do not offer refunds on any sale items.




I received a gift, can I return it?


If you would like to return an item you received as a gift, you will need to contact our Customer Care and provide them with the order number. We can only refund the original credit card or form of payment used when purchased.





Payment

Payment Methods


We offer a safe and secure online browsing & shopping experience for our visitors.




What forms of payment do you accept?


At this stage we can only offer PayPal as Payment Method. Should you wish to use another form of payment (e.g. Bank Transfer) please contact us.




Is it safe to use my credit card on your site?


We offer a safe and secure online browsing & shopping experience for our visitors. We are hosted on Wix.com, who is certified as a PCI DSS Level 1 compliant service provider, which is the highest level of compliance available for handling sensitive credit card data.




Why did my card declined at checkout?


A credit card can decline for different reasons. Please contact your bank or card issuer for further information.





General Information

Purchase Conditions


Orders within the UAE will include the 5% VAT in the total if and when it becomes necessary for us to be registered with the UAE tax authorities. As for International orders, we do not include any duties or taxes and may incur charges from their local customs agencies.




How can I get an item that is sold out?


If you are interested in an item that is sold out, you can reach out to our Customer Care to see if the item is available at our warehouse or can be reproduced for you.




Can I combine discounts?


No, only one discount can be processed per order.




Can I amend my order once it has been placed?


Our Customer Care would be happy to try and fulfill your request. Keep in mind that once an order is shipped, you will not be able to amend it.





Gift Cards

Gift Card Information


At the moment we do not offer gift cards, please contact Customer Care and ask us to notify you when they become available.