Frequently Asked Questions


What should I do if my refund is incorrect?

Please contact the Arabi e-Mart Customer Service team if your return appears to be incorrect. Please note that we will refund you the amount paid: check your original order confirmation to see if a discount has been applied at checkout to your items, before contacting us.

Will my original delivery cost be refunded?

Delivery cost will only be refunded if your entire order is damaged or faulty.

Where is my refund/exchange?

Return items can take up to 14 working days to arrive.Once they are processed by our Returns team your refund will land on your account within approx. 5 working days, depending on your card issuer. Due to COVID, there could be delays in package returns. If it’s been over 14 working days since you sent your package back, please get in touch with our Customer Service team and we will get back to you as soon as possible.

How do I return an item?

You'll first need to check with the merchant via internal chat to ensure that your product is valid to be returned as per the merchant return policy. Once confirmed you can initiate the product return from the product portal

What do I do if my item is faulty?

Goods are classified as faulty if they are not of satisfactory quality, fit for their purpose, or not as they are described. Please note that items that are damaged due to normal wear and tear; by accident; or through misuse will not be considered faulty and merchants have the right to refuse a refund on these grounds. Please contact the merchant via our internal chat and discuss the details of the product.


I'm having trouble signing in to my account, what should I do?

Please try resetting your password. If this still doesn't work please contact our Customer Service team via the Contact Us form with your account details.

How do I reset my password?

On the login screen click on the reset password link, add your email address and we will send you a reset password link.

How can I remove my profile from your database?

If you would like all your information removed from the Arabi e-Mart database, please contact our Customer Service team via the Contact Us form.


How can my company become a partner?

Thank you for your interest in working with us! Please send us an email with your interest via our Contact Us form and our Partner team will follow up with you with the details.


What currencies can I use?

The Arabi e-Mart accepts Shekel for payment, if using any other currencies foreign exchange commissions will apply based on the bank that issued your card.

What payment methods do you accept?

We accept payments using debit / credit cards - VISA or Mastercard.

I’m experiencing problems with payment. What should I do?

The customer service team and one of our representatives will help you as soon as they can! We reserve the selected items for you for 1 hour if any issue occurred during payment.

What happens if I confirm the order but don’t pay immediately?

We reserve the selected items for 1 hour. During this time. During this time period you can pay for the items anytime. If you decide that you don’t need the items you can cancel the order.

Can I cancel an order?

You can cancel your order anytime before payment. After payment, you need to reach out to the merchant via chat and discuss the conditions of cancellation.


Do you ship internationally?

The Arabi e-Mart only ships items in Palestine for now.

What delivery options do you offer?

Every merchant defines their delivery options from the following possibilities: - Store pickup: You can select the store which suits you best and pick up the item for free. - Delivery service: You can add your address and the merchant’s selected delivery service takes care of the home delivery.

Can I track the status of my order?

Yes, you can. You can see the status of your order on the order detail page with possible extra information (e.g. tracking link from the delivery service) from your merchant.


What do I need to know about placing an order during the COVID-19 pandemic?

Delivery times may be longer than usual, each merchant could give you specific information related to your product delivery. Do not use delivery addresses for buildings that may be closed due to the current provisions.

Is it safe to receive or return orders?

Yes, it is. Arabi e-Mart, the merchants and the delivery services take the pandemic seriously and take all necessary precautions for each package.


Where can I find my orders?

You can find your orders under your profile icon by clicking on the Order History menu item.

Where can I find my order confirmation?

Once you have placed an order, you receive an email confirmation sent to the email address you provided at checkout. If for some reason, you did not receive this email, please check your spam/junk folders. If you still cannot find it, please log into your account to check if your order was processed. If you still have problems please contact us.

What should I do if I've received the wrong item?

We are sorry that you have received the wrong item in your order! If you want to replace the item, please contact your merchant and discuss the next steps with them via our internal chat.

There's an item missing from my order, what should I do?

If you receive your order and an item is missing, please check your emails or junk emails to see if you’ve received an out of stock notice from your merchant. If you haven’t, please contact the merchant with your order details via internal chat that they can resolve this for you.

I can’t contact the merchant, what should I do?

Send us a message with detailed information about which merchant you want to contact and for what reason and our customer service team will get back to you as soon as possible.