Frequently Asked Questions | Virgin Megastore

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Frequently Asked Questions

Hi, How can we help?

Quick links for frequently asked questions & answers

How do I place an order? What is your Exchange/Refund policy? Can I place an order over the phone? What are the standard delivery charges in the UAE?

What is collect in Store? How do I create an account with you? Can I order my tickets online @ virginmegastore.ae? Can I redeem my dots orders on the website?

Browse by Category

Placing an Order

Want to know everything order related - order online or over the phone? If a product is in stock? Step right in

Payment Methods

Explore all our payment options, including credit cards, cash on delivery and installment plans.

Delivery & Shipping

Get details on shipping times, delivery options, and tracking your order—everything you need to receive your purchase hassle-free.

Click & Collect

Prefer to pick up your order? Find out how Click & Collect works, including locations and collection times.

Returns & Refunds

Need to return an item? Learn about our return policy, refund process, and how to make hassle-free returns.

Repairs & Replacement

Facing product issues? Check out our repair and replacement services and how to get your item fixed or exchanged.

My Account

Manage your orders, track deliveries, and update personal details—all in one place.

Ticketing

The best events are just a ticket away! Learn how to purchase, receive, and manage your tickets easily.

Quick Answers

FAQ

Placing an Order

How do I place an order at virginmegastore.ae?

Placing an order at virginmegastore.ae really couldn't be easier - simply register on our site using our quick and easy registration process, and you're ready to go!

How do I know if a product is in stock?

We hate to see you disappointed so we do our very best to ensure that our products are always in stock. In the event that an item goes out of stock, we'll make sure we tell you on the product page so you don't get a nasty surprise at the checkout!

Can I place an order over the phone?

Yes! You can place an order over the phone by contacting the store directly. For a smooth and hassle-free transaction, payment can be completed using our "Pay 4 Me" option. Plus, our expert team is available through the "Live Personal Shopper" service to help you find exactly what you need and guide you through the entire process.

What if I change my mind after the order has been placed?

We all change our minds from time to time. If you change your mind about a product after you've placed your order, simply get in touch with our customer service team via chat, WhatsApp, or social media, available 7 days a week from 10:00 AM to 10:00 PM.

Can I completely cancel my order?

If you decide to cancel your order, please contact us as soon as possible. Your order can only be canceled before it is prepared for shipping or collection.

Will I receive confirmation that my order has been successfully placed?

Of course! We make sure we keep you fully informed throughout the ordering process. As soon as your order has been processed, we'll send you an email confirming all the order details.

Why do you need my details when I make an order?

We value your privacy and we'll never ask for any information from you unless it is absolutely essential. The information we take from you during the registration and purchase process ensures that we can deliver your order to you quickly, efficiently, and accurately. You can rest assure that we never store any sensitive information on our systems - that's a promise!

How does a pre-order work?

Some products are available for pre-order. To pre-order, simply add the item to your cart and complete checkout. The release date is when we expect the product to arrive in our UAE stores, but it may change without notice as it is provided by our suppliers. Your card will be charged at the time of purchase to secure your reservation. Once you complete your order, you’ll receive an email confirmation. When the product arrives, you will receive a notification by email. If the release date changes, we will update you as soon as possible.

Payment methods

What are my payment options when I place an order online?

We’ve made ordering and payment as quick and seamless as possible! You can pay using all major bank cards, Apple Pay, Loyalty Points or our "Pay 4 Me" option for added flexibility. Choose the payment method that suits you best and enjoy an easy checkout experience.

Can I pay using a credit card that was not issued in the UAE?

You can pay using any credit card issued in GCC

Can I change my card details after the order has been placed?

We're afraid not. Once you've placed an order, you cannot change the card details or the payment option.

Can I redeem my loyalty DOTS against an order on the website?

Yes you can. Everytime your dots reaches 2,500 you can start redeeming on our website. You can redeem any multiple of AED 25.

Delivery & shipping costs

What countries do you deliver to?

We only deliver within the UAE.

What are the standard delivery charges in the UAE?

When you place your order, we'll let you know exactly how much the delivery charge will be (if applicable. Some orders are eligible for free delivery, if this is the case, the cost will appear as 0..

Will there be a charge for collecting my order from a store?

Absolutely not! Our pick up in store service is absolutely FREE.

Can I get my order delivered to my office?

You most certainly can! We can deliver to any address of your choice, as long as it's within the UAE.

Can I choose what time my order arrives?

Absolutely! Once our delivery partner contacts you to schedule your delivery, you'll be able to select your preferred delivery time.

Click & Collect

What is Collect In Store?

Our Collect in Store delivery option allows you to order your items online, and then pop into your chosen Virgin Megastore to collect it at a time that's convenient for you.

Is Collect In Store available for every product on the website?

Most of our products are eligible for our Collect in Store service, though some items can only be shipped to you.

Which stores can I collect my order from?

If you select Collect in Store, you can collect your order from any of our stores - simply select the store that is most convenient for you and we'll take care of the rest.

How will I know that my order is ready to collect?

As soon as your order is ready and waiting for you at your chosen store, we'll send you a quick email or an SMS notification to let you know it's ready to collect. Please ensure that you bring your Emirates ID and payment card, as you will need this to collect your order.

Returns & refunds

What is your Exchange / Refund policy?

Virgin Megastore Management will Exchange / Refund any product provided the following 4 conditions are met:
- The product is accompanied by the original receipt or order confirmation
- The product is sealed and in its original condition.
- The product is exchanged or returned within 30 days from the date of purchase.
- The product is exchanged with another product of the same or higher value in which case the difference should be settled.
- * Products deemed to be defective are subject to after service repairs, repair work range from 10 to 21 business days from the date that they are handed in to Virgin Megastore.
- * Pre-order products and digital codes cannot be exchanged or refunded.

Can I return my order if I change my mind?

If you change your mind about any order on our site, you can return the product to your nearest Virgin Megastore providing they meet with the terms of our Exchange / Refund policy.

Can I change my shipping address after I check out?

Yes, you can contact our customer service team to update your address details prior to dispatching your order.

Can I cancel an order?

Yes you can, simply contact our Customer Service team let them know that you would like to cancel an existing order and they will take care of the rest for you. Please be aware that you can only update the order before it is shipped or prepared for collection.

Can I track the progress of my order?

Yes, once your package has been shipped, we will send you your tracking information so you know when to expect your order.

Repairs & replacements

If my product is damaged will you arrange for it to be repaired?

All products within the warranty period will be repaired in accordance with the terms and conditions. Physically damaged items are not eligible for warranty coverage unless physical damage coverage was purchased along with the device. However, we offer repair services for any device at an applicable fee.

My product has arrived damaged - can I get a replacement?

We take extra care to ensure that your product reaches you in the best possible condition, so if it doesn't, we need to know about it. If your item is damaged when it arrives, please let us know within 24hours of receiving it by contacting our customer services team or visiting your closest Virgin Megastore customer service counter.

My Account

What information is held within my account?

The following information can be found within your account:
- your profile
- your transaction history
- your payment details
- your address book
- available dots & redeemed dots

How do I create an account with you?

Setting up an account with us is quick and easy - simply visit www.virginmegastore.ae and follow the easy steps to register.

I've forgotten my password - what should I do?

If you've forgotten your password, don't panic, it happens to the best of us! To reset your password, simply follow the step-by-step instruction on our "Forgot your password" tab. We'll then send a link to your registered email account, follow this link and you'll be back up and running in to time at all.

How do I update my details once I have created an account?

You are completely in control of your account and your personal details. If you need to update your personal details, change your password, or updated your email address, simply head over to your profile page and follow the on-screen instructions.

Why should I create an account?

When you create an account with us, you will immediately become a member and start earning points.

Virgin Circle Dots

Will I get loyalty dots for any orders I place on the website?

Absolutely , as soon as you set up an account with us, you will immediately start accumulating dots on every order you make.

Can I redeem my dots orders on the website?

Yes you can. Everytime your dots reaches 2,500 you can start redeeming on our website. You can redeem any multiple of AED 25.

How can I check my loyalty dots?

To check how many dots you've collected, simply sign in and access your profile to view your dots.

Can my Loyalty dots be used when purchasing tickets?

Unfortunately, you can not currently collect dots on the purchase of event tickets, nor can you redeem your dots against event ticket purchases.

Ticketing

Can I order my tickets online @ virginmegastore.ae?

Yes you can , simply follow the link to the ticketing site that is located in MENU.

Can my Circle dots be used when purchasing tickets?

At this time you cannot collect dots on the purchase of event tickets nor can you redeem your dots against event ticket purchases. We are working to make this possible as we continue to develop the online store.

Product & services

Parental advisory

All DVDs are PG rated for the appropriate audience

DVD region

European only , Region 2

Bluray region

Open to all Regions

Pricing policy

All prices on the Virgin Megastore website are in line with the Virgin Megastore physical stores

Warranty

All electronic items include a standard 1-year warranty, with the option for an extended warranty depending on the item purchased.

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FAQ

Placing an Order

Payment methods

Delivery & shipping costs

Click & Collect

Returns & refunds

Repairs & replacements

My Account

Virgin Circle Dots

Ticketing

Product & services