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Shipping Company

When the language is updated you may find some reward descriptions are only available in English. We apologize for the inconvenience.

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FAQ

  1. How does online reward ordering work?
  2. What is the shipping policy for my order?
  3. Can I cancel or return a reward order?
  4. Can I gift rewards to third parties who are not Smiles Rewards members?
  5. Is it safe to use my credit card online?
  6. In what currencies can I pay my rewards?
  7. Why can the points or retail price of a particular reward vary?
  8. What if I forgot my user name/password?
  9. What happens if I lose a Voucher or Gift Certificate?
  10. Where do I find all applicable terms of reward orders?
  11. What can I do in case I dont find answers to my question in this FAQ?

1. How does online reward ordering work?

As you browse through the Smiles shop, you will see rewards based on the delivery destination selected. For visitors, the default delivery destination is the United Arab Emirates. You can use your Smiles points to buy rewards directly from merchants ("Reward Merchants"). After you have added your rewards to the Basket, click on the Checkout button to adjust quantities, select your preferred Points + Cash combination or delete unwanted rewards. After finalizing the payment details, click the "Buy Now" button to submit your order After finalizing the payment details, click the Buy now button to submit your order.

  • You will receive an order confirmation by email immediately after placing the order
  • Review the contents of your order and make sure your delivery address is complete and correct
  • Immediately inform the Reward Merchant delivering your reward in case of any discrepancies
  • Follow-up the status of your order under Transactions under My Rewards
  • For all questions related to the delivery of your reward order, please contact the Reward Merchant

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2. What is the shipping policy for my order?

The shipping policy and terms may differ from reward to reward. Please check the specific policies under Merchant Details for the respective Reward Merchant and the Rules & Restrictions for each specific reward.

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3. Can I cancel or return a reward order?

Reward orders cannot be cancelled generally after submission of your order, however please note that return policies may vary across Reward Merchants and that additional, reward-specific terms & conditions may apply. If you have questions, please contact the appropriate Merchant at the number stated in your order confirmation. In case of questions, please contact the appropriate Merchant at the number stated in your order confirmation. In case reward cancellations are permitted, please always contact the Merchant directly to cancel the order.

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4. Can I gift rewards to third parties who are not Smiles Rewards members?

Yes, gifts to non Smiles members are permitted as the desired shipping and delivery address can be different from the address registered with your Rewards Smiles account. Please note, however, that certain delivery restrictions may apply to the designated shipping address which may not apply to the address of your Rewards Smiles account. If so, you will automatically be advised accordingly. If so, you will automatically be advised accordingly.

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5. Is it safe to use my credit card online?

On the Smiles shop you can pay with VISA and MasterCard. We use 3-D Secure Services (i.e., Verified by Visa, Mastercard SecureCode) payment gateway to process your online payment. For millions of people around the world, 3-D Secure is the way to pay - trusted and secure.

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6. In what currencies can I pay my rewards?

Smiles shop transactions are processed exclusively in AED (United Arab Emirates Dirhams), USD (United States Dollars), GBP (Great Britain Pounds) or EUR (Euro).

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7. Why can the points or retail price of a particular reward vary?

Retail and mileage prices for rewards offered on the Smiles shop may vary due to price fluctuations and according to the selected delivery destination. All reward prices are calculated on a daily basis and depend on respective currency exchange rates (provided by www.xe.com).

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8. What if I forgot my user name/password?

If you have already registered with Smiles Points and do not remember your password, you can have your password sent to you. Select the link Forgot your Password in the login tile in the top-right corner. Just type your Smiles shop Membership Number and click on submit. The password will be sent to your mobile number as an SMS.

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9. What happens if I lose a Voucher or Gift Certificate?

Vouchers and Gift Certificates (electronic or paper) bought over the Smiles shop are not replaceable if lost, stolen, destroyed or expired.

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10. Where do I find all applicable terms of reward orders?

Please find the Smiles Points Programme Terms & Conditions at the bottom of the page. For partner-specific terms, please refer to the respective Merchant Details page. For every specific reward, additional terms may be displayed under Additional Information on the Reward Detail page.

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11. What can I do in case I dont find answers to my question in this FAQ?

For all questions related to the delivery of your reward order, please contact the Reward Merchant. Go to Transactions to find the contact details of your Reward Merchant. For other questions or general inquiries about the Smiles Points programme, please do not hesitate to contact a Service Centre representative at the number 8006673 or via email to rewards@etisalat.ae. Additional Contacts can be found under help desk -> Contact us.

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