Frequently Asked Questions

Hello. What can we help you with?

Got a question or facing an issue? We're here for you!

For any inquiries, concerns, or assistance with our services, don’t hesitate to reach out to our friendly customer support team. You can drop us an email at, and we’ll make sure to get back to you swiftly with the answers and help you need. Prefer talking to someone? Give us a call at +971565254052, and let’s sort it out together. We’re all about ensuring your experience with us is smooth and hassle-free!

Experiencing a declined transaction?

Experiencing a declined transaction can be frustrating, but understanding the common reasons behind it can help you swiftly resolve the issue. Here’s what you should know:

  1. Incorrect Payment Information: A common reason for declines is entering incorrect card details. Double-check your card number, expiration date, and CVV code.
  2. Insufficient Funds: Ensure your account has enough funds to cover the purchase. If you’re close to your credit limit or have insufficient balance in your debit account, the transaction may be declined.
  3. Bank Authorizations: Sometimes, banks flag unusual or large transactions for security reasons. If this happens, your bank might temporarily freeze your card. Reach out to your bank to verify the transaction.
  4. Expired Payment Method: An expired credit or debit card will be automatically declined. Make sure your card is up-to-date.
  5. Technical Issues: Glitches in the payment gateway or issues with the platform’s server can cause transaction failures. Trying again after a few minutes often solves this problem.
  6. Security Concerns: Our platform has security measures to prevent fraud. If your transaction is flagged by our system, it may be declined. Ensure your account information is accurate and up-to-date.
  7. International Transactions: If you’re shopping from a different country, your bank may block the transaction for security purposes. Inform your bank about international purchases in advance.

What to Do Next?

  • Review Your Details: Recheck the information you’ve entered. A small typo can lead to a decline.
  • Contact Your Bank: If you suspect a bank issue, a quick call can often clear things up.
  • Try a Different Payment Method: If one card doesn’t work, try another payment method.
  • Wait and Retry: If it’s a technical glitch, waiting a bit before retrying can often resolve the issue.
  • Reach Out to Us: If you’re still facing issues, our customer support team is here to help. Contact us at or call +971565254052.

Remember, most transaction issues are easily fixable. With a little troubleshooting, you’ll be back to shopping in no time!

Available Payment Options?

Navigating through different payment methods on our platform is a breeze. Here’s a simple guide to ensure your transactions are smooth and hassle-free.

Diverse Payment Options for Your Convenience

  1. Pay on Receipt (Cash)
    • How It Works: Choose ‘Pay on Receipt’ at checkout. When you collect your order at our collection points, just pay in cash.
    • Tip: Have the exact amount ready to avoid issues with change.
  2. Credit or Visa Cards via Pay Relay Gulf
    • How to Pay: Select ‘Credit/Visa Card’ option at checkout. Enter your card details as prompted.
    • Tip: Double-check card details for accuracy to avoid transaction hiccups.

Understanding Payment Processing Times

  • Immediate Processing: Most payments, especially through credit or Visa cards, are processed instantly once you complete the transaction.

How to Check Your Payment Status

  1. Visit Your Account Dashboard: Simply log in and head over to the ‘ORDERS’ section.
  2. Order Status Check: Find your recent order. A status of “Confirmed” means your payment went through successfully.
  3. Confirmation Email: Keep an eye on your inbox for a payment confirmation email from us.
  4. Need Help?: Didn’t receive an email or have questions? Our customer service team is just an email or phone call away. Reach us at or dial +971565254052.

Extra Tips for a Successful Transaction

  • Update Browser: Ensure you’re using the latest version of your web browser for a smooth payment process.
  • Secure Connection: Always use a secure internet connection when making payments online.
  • Contact Support for Queries: If something seems off, we’re here to clarify and assist.

With these steps and tips, you’re all set to shop and pay with ease. Happy shopping!

How can you maximize your shopping experience with our Timely Delivery Options?

We understand how important it is for you to receive your orders quickly and efficiently. That’s why we offer two convenient delivery options tailored to your needs:

  1. Same-Day Delivery for Early Birds:
    • Order Before 10 AM: Place your order before 10 AM, and enjoy the convenience of same-day delivery. It’s perfect for those urgent purchases or when you just can’t wait to get your hands on your new items.
    • Efficient and Prompt: Our dedicated team works swiftly to ensure that your order is out for delivery as soon as possible.
  2. Within 24-Hours Delivery for Orders Post 10 AM:
    • Missed the 10 AM Cut-Off? No Worries: Orders placed after 10 AM will be delivered within the next 24 hours. We ensure that even the late orders are handled with speed and care.
    • Reliable Service: You can trust us to get your purchases to you quickly, no matter when you place your order.

Tracking Your Order at Every Step:

  • Stay Updated: Once your order is on its way, we’ll send you a tracking link. This allows you to follow your package’s journey and know exactly when to expect it at your doorstep.
  • Peace of Mind: Our tracking system gives you the reassurance that your order is always within reach.

Need Help?:

  • Our customer service team is always ready to assist you with any questions about our delivery options or to help you track your order.

Enjoy shopping with the confidence that your purchases will arrive swiftly and securely, giving you more time to enjoy what you love. Shop now and experience the convenience of our tailored delivery options!

How does Payrelay protect me from fraud and ensure secure transactions?

We understand that online security is paramount, and our platform is committed to safeguarding your personal and financial information. Here’s how we keep your transactions secure and what you can do to help:

  1. Robust Security Measures: We employ state-of-the-art encryption and security protocols to protect your data during every transaction.
  2. Regular Monitoring: Our system continuously monitors for suspicious activity to prevent unauthorized transactions.
  3. Secure Payment Gateway: We partner with trusted payment providers to ensure a secure and seamless payment process.
  4. Tips for Safe Transactions:
    • Strong Passwords: Use complex passwords for your account and change them regularly.
    • Beware of Phishing: Be cautious of emails or messages asking for sensitive information. We’ll never ask for your password or credit card details via email.
    • Keep Your Device Secure: Ensure your device has the latest security updates and antivirus software.
    • Secure Network: Avoid making transactions over public or unsecured Wi-Fi networks.
  5. What to Do If You Suspect Fraud:
    • Immediate Action: If you notice any unusual activity or suspect a security breach, contact us immediately at or +971565254052.
    • Review Your Transactions: Regularly check your account and transaction history for any unauthorized charges.
    • Contact Your Bank: If you suspect your credit card has been compromised, inform your bank or card issuer immediately.
  6. Customer Verification: For certain transactions, especially large ones, we may conduct additional verifications to ensure transaction authenticity.
  7. Education and Awareness: We regularly update our customers with information on the latest security practices and potential fraud risks.

Remember, your security is our top priority. Together, we can create a safe and enjoyable shopping experience. If you have any concerns or need further assistance, our customer support team is always ready to help.

What is the Returns and Refunds Policy?

Navigating through returns and refunds can sometimes be confusing. Here’s a simple guide to help you understand our policies and procedures in this area.

1. What if I Haven’t Received My Order?

  • Track Your Order: Easily check the status of your order by using your order number and email address in the tracking section of our website. This will give you real-time updates on where your order is.
  • Need Further Assistance?: If tracking doesn’t resolve your query or if there are other issues with the delivery, please don’t hesitate to contact our customer care team. We’re here to help sort out any delivery hiccups.

2. How Can I Cancel My Order?

  • Contact Us Immediately: If you need to cancel an order, reach out to our customer service team as soon as possible. The quicker we hear from you, the easier it will be to halt the process and initiate your cancellation.

3. What’s Your Return Policy?

  • Inspection at Purchase: We encourage you to inspect your purchase upon receipt. Please note that we do not accept returns for defects that could have been identified during this initial inspection.
  • Dealing with Warranty Issues: For any problems that fall under the warranty, please contact the respective brand/vendor’s service centers. They are well-equipped to handle warranty-related queries and repairs.

4. How Do I Contact Customer Service?

  • You can reach our customer service team through various channels for any queries related to order not received, cancellations, or returns. We are committed to providing you with a smooth and hassle-free experience.

Remember, your satisfaction is our priority, and we’re here to ensure you have a pleasant shopping experience with us. If you have any questions or need further clarification on our returns and refunds policy, feel free to get in touch!

How are the shipping charges applied to my order?

We strive to make our shipping charges as transparent and fair as possible. Here’s what you need to know:

  1. Calculation Based on Order Size and Destination:
    • Weight and Dimensions: Shipping costs are often determined by the size and weight of your order. Larger and heavier items generally incur higher shipping fees.
    • Delivery Location: The distance between our warehouse and your delivery address also plays a role. Longer distances may lead to higher shipping costs.
  2. Flat Rate vs. Variable Rate:
    • Flat Rate Shipping: For certain items or under specific promotional offers, we might offer a flat shipping rate, regardless of size or destination.
    • Variable Rate Shipping: In most cases, shipping charges vary based on the criteria mentioned above.
  3. Combining Orders to Save on Shipping:
    • Bundling Items: Whenever possible, we try to bundle multiple items in a single shipment to reduce your shipping costs.
  4. Shipping Promotions:
    • Free Shipping Offers: Keep an eye out for special promotions that might include free shipping.
  5. Transparency at Checkout:
    • No Hidden Fees: All shipping costs will be clearly outlined before you finalize your purchase, so there are no surprises.
  6. Tracking Your Shipment:
    • Stay Informed: Once your order is dispatched, we’ll provide you with a tracking number so you can monitor its journey to your doorstep.

Are you shopping genuine, Warranty-Covered Products?

At Payrelay, we pride ourselves on offering only authentic products accompanied by valid warranties. Here’s how we ensure product genuineness and help you understand the warranty status:

  1. Commitment to Authenticity:
    • Genuine Products Only: We have a strict policy of sourcing our products directly from authorized manufacturers or certified distributors. This guarantees that every item you purchase from us is 100% genuine.
    • No Counterfeits: We have zero tolerance for counterfeit goods. Our quality control team rigorously checks the authenticity of products before they’re listed on our platform.
  2. Understanding Product Warranties:
    • Clear Warranty Information: Each product listing includes detailed warranty information. This includes the duration of the warranty and what it covers.
    • Easy Access to Warranty Details: We provide easy-to-understand information on how to claim the warranty, should the need arise.
  3. How to Check Warranty Status:
    • Product Page: The warranty status is clearly mentioned on each product page. Look for the warranty section for specifics.
    • Account Dashboard: After purchase, the warranty details for your products can also be found in the ‘My Orders’ section of your account dashboard.
    • Warranty Documentation: Upon delivery, you’ll receive official warranty documentation from the manufacturer. Keep this safe as it’s your proof of warranty.
  4. Warranty Service and Support:
    • Direct Assistance from Brands: For warranty claims, you’ll often be directed to the brand’s or vendor’s service center for expert assistance.
    • Customer Service Support: If you have questions about your warranty or need help initiating a warranty service, our customer support team is here to guide you through the process.
  5. Peace of Mind with Every Purchase:
    • Shop with Confidence: Knowing that you’re buying genuine, warranty-backed products means you can shop with complete peace of mind.

We’re dedicated to providing a trustworthy shopping experience, ensuring that you receive authentic products with the full backing of a manufacturer’s warranty. If you have any queries regarding product authenticity or warranty information, our customer service team is just a call or email away.

SME & Corporate FAQ

How to Unlock Exclusive Benefits with Our SME & Corporate Accounts?

As a Small or Medium-sized Enterprise (SME) or a Corporate entity, you have unique needs when it comes to purchasing. Our SME & Corporate Accounts are designed to cater to these needs, offering a range of exclusive benefits. Here’s how you can register and start enjoying these advantages:

1. Why Register for an SME or Corporate Account?

  • Bulk Order Discounts: Enjoy significant savings with special discounts on bulk orders.
  • Purchase Order Financing: Avail of flexible financing options to manage your cash flow better.
  • Flexible Payment Terms: Benefit from customized payment terms that suit your business cycle.
  • Tailored Solutions: Access a range of products and services specifically tailored to meet corporate requirements.

2. How to Register for an SME or Corporate Account?

  • Step 1: Visit the SME or Corporate Section on our platform.
  • Step 2: Find and fill out the application form. This form will ask for basic details about your business.
  • Step 3: Submit Required KYC (Know Your Customer) Details. This typically includes business registration documents, tax identification numbers, and other relevant business documents.
  • Step 4: Wait for Approval. Our team will review your application and KYC documents. Once approved, you’ll receive a confirmation with further details on how to use your account.

3. What Documents Are Needed for KYC?

  • Business Registration: Proof of your business registration and operating licenses.
  • Tax Identification: Your business’s tax identification number or equivalent.
  • Ownership Details: Documents showing the ownership and structure of your business.
  • Proof of Address: A document confirming your business’s operational address.

4. What Happens After Registration?

  • Account Activation: Once your application is approved and your account is activated, you can start placing orders with all the benefits of an SME or Corporate account.
  • Dedicated Support: Receive support from our specialized team who understand the complexities of business purchasing.

5. Have More Questions?

  • Our customer service team is here to assist you with any queries about setting up an SME or Corporate account. Contact us for a seamless registration process and start leveraging the benefits designed to empower your business.

Register today to transform the way your business purchases and manage supplies. Our SME & Corporate accounts are tailored to give you a competitive edge, offering convenience, cost savings, and a partnership that supports your business growth.

Understanding Your Credit Limit and Purchasing on Credit with PayRelay Gulf

Empower Your Shopping Experience with Flexible Credit Options

At Pay Relay Gulf, we offer a unique and adaptable credit system designed to make your purchasing experience seamless and efficient. Understanding your credit limit and how you can leverage it to shop on our platform is key to maximizing its benefits.

1. What is a Credit Limit?

  • Flexible Spending: Your credit limit is the maximum amount you can spend on purchases using Pay Relay Gulf. It represents the level of trust we extend to you based on various factors.
  • No Fixed Upper Limit: Unlike traditional credit systems, we don’t set a rigid limit on the number of purchases you can make.

2. Factors Influencing Your Credit Approval

  • Payment History with Pay Relay Gulf: Your past transactional behavior, such as promptness in payments and order history, plays a significant role in shaping your credit limit.
  • Outstanding Balances: Your current financial obligations, including any unpaid orders with banks or credit companies, are considered to ensure responsible spending.
  • Shopping Basket Amount: The total value of your current shopping cart is also a determining factor.
  • Additional Security Factors: There are other discreet factors involved in the approval process, which are kept confidential for security reasons.

3. How to Shop on Credit with Pay Relay Gulf

  • Select Credit Option at Checkout: When finalizing your purchase, choose the option to pay with credit.
  • Automatic Assessment: Our system will instantly assess your eligibility based on the aforementioned factors.
  • Approval Notification: If your credit purchase is approved, you’ll receive immediate confirmation, and your order will proceed.

4. Managing Your Credit Responsibly

  • Keep Track of Your Purchases: Regularly monitor your spending and outstanding balances.
  • Timely Payments: Ensure that you settle your dues on time to maintain a healthy credit status.

5. Need Assistance or Have Questions?

  • We’re Here to Help: If you have any queries regarding your credit limit or need assistance with credit purchases, our customer support team is readily available to guide you.

At Pay Relay Gulf, we are committed to offering a personalized and flexible shopping experience. Your credit limit with us is designed to adapt to your purchasing habits, ensuring that you can shop with ease and confidence. Start exploring the convenience of shopping on credit today and discover a world of possibilities!

Checkout with Credit option and Understanding Order Approval

Maximize Your Business Purchases with SME/Corporate Credit

Navigating the checkout process with SME/Corporate Credit on our platform is designed to be straightforward and efficient. However, understanding the nuances of order approvals is crucial for a seamless experience.

1. How to Checkout with SME/Corporate Credit?

  • Select Credit Option: During checkout, choose the SME/Corporate Credit option as your payment method.
  • Credit Assessment: Our team will assess your credit based on your account’s history and current status. This will take 3 to 7 days.
  • Confirmation and Processing: Once approved, your order will be processed immediately, allowing you to manage your business needs effectively and efficiently.

2. Reasons Why a Purchase May Not Be Approved

  • Responsible Spending Commitment: At Pay Relay Gulf, we’re dedicated to fostering responsible spending habits. Not all orders will be automatically approved as we aim to support sustainable financial practices.
  • Multiple Approval Factors: The decision to approve an order is based on various criteria, including:
    • Your transaction history with Pay Relay Gulf.
    • Any outstanding balances or unpaid orders with banks or credit companies.
    • The total value of your current shopping basket.
    • Additional confidential factors relevant to maintaining a secure and responsible shopping environment.
  • Automated Decision-Making: Our Customer Service team does not have the capability to alter the automated outcome of the credit approval process.

3. What to Do If Your Purchase Isn’t Approved

  • Review Your Order: Consider revising the order, perhaps by adjusting the quantity or changing items, and resubmit.
  • Check Account Standing: Ensure that any outstanding balances or dues with banks or trade credit companies are cleared.
  • Contact Customer Service: For further clarity on why an order wasn’t approved, our customer service team is available to provide insights and assistance, keeping in mind that specific approval factors are confidential.

4. Need Help or Further Information?

  • We’re Here to Assist: Our dedicated customer service team is ready to help with any queries regarding SME/Corporate Credit checkout or order approvals. Reach out for personalized support tailored to your business needs.

At Pay Relay Gulf, we’re committed to supporting your business while promoting a balanced and responsible approach to corporate purchasing. Understanding these guidelines will ensure a smoother and more efficient purchasing experience for your SME or Corporate entity.

How to Improve Your Approval Chances for Business Purchases

Strategies to Enhance Your Likelihood of Purchase Approval

At [Your Platform Name], we aim to facilitate a smooth and successful shopping experience for all our customers. If you’re looking to improve your chances of getting purchase approvals, here are some effective strategies:

1. Maintain a Good Payment History with Your Bank

  • Consistent Payments: Regularly paying off your credit card bills and other debts on time can positively impact your creditworthiness.
  • Financial Reliability: A history of timely payments demonstrates financial reliability, which can influence the approval of your purchases on our platform.

2. Address Negative Balances on Unpaid Purchases

  • Clear Outstanding Dues: If you have any pending balances or unpaid purchases, settling these can improve your financial standing.
  • Positive Financial Profile: Showing that you’re up-to-date on your payments can enhance your profile, potentially leading to higher approval rates.

3. Optimize Your Shopping Cart

  • Evaluate Cart Total: If your order is not getting approved, consider the possibility that the total amount might be too high.
  • Adjust Your Order: Try removing one or more items from your cart and attempt the purchase again. Smaller, more frequent purchases are often more readily approved than larger, infrequent ones.

4. Additional Tips

  • Credit Score: Regularly check your credit score, as this can be a factor in the approval process.
  • Budgeting: Keep track of your spending and stay within your budget. This practice not only helps in getting approvals but also ensures a healthy financial lifestyle.

5. Need More Help?

  • We’re Here for You: If you’re still facing challenges with purchase approvals or have any specific queries, our customer support team is ready to assist you with personalized advice and solutions.

Remember, being mindful of your financial habits and making adjustments where necessary can significantly improve your chances of purchase approval. We’re committed to providing you with a seamless shopping experience, and we’re here to support you in every step of your journey with us.

Payment with Bank Installments

What installment payment options are available on

At, we offer the convenience of installment payments for your purchases. This method enables you to split the cost of your order into manageable monthly payments. This option is available to holders of qualifying credit cards from our partner banks and financial institutions. These include ADCB, FAB, RAKBANK, CBI, Commercial Bank of Dubai, Mawarid Finance, Emirates NBD, Dubai Islamic Bank, Mashreq, Najm, Samba, Emirates Islamic, Al Hilal, and HSBC. By choosing this payment method, you can ease the burden of immediate payment, spreading it over a period that suits your financial planning.


Installment Plans Offered

Banks with minimum amount of: AED 250


Installment Plan Interest Rate Processing Fees
3, 6, months 0% AED 49



Installment Plan Interest Rate Processing Fees
3 months

6 months

0% 1%



Banks with minimum amount of: AED 500


Installment Plan Interest Rate Processing Fees
6, 12 months

24, 36 months



AED 49




Installment Plan Interest Rate Processing Fees
3, 6 months 0% AED 50



Installment Plan Interest Rate Processing Fees
3 months

6 months

0% 1%




Installment Plan Interest Rate Processing Fees
3, 6 months 0% 2%



Installment Plan Interest Rate Processing Fees
3, 6 months

12 months

0% 49 AED

98 AED



Installments Plan Interest Rate Processing Fees
3,6 and 12 months 0% 35 AED



Installment Plan Interest Rate Processing Fees
3, 6, 9, 12 months 0% AED 49



Installment Plan Interest Rate Processing Fees
3 months

6 months

12 months

24 months

36 months








Banks with minimum amount of: AED 1000


Installment Plan Interest Rate Processing Fees
3 months

6 months

12 months

0% 1.5%





Installment Plan Interest Rate Processing Fees
6 months 0% 0%



Installment Plan Interest Rate Processing Fees
3, 6 Months

12 months






Installment Plan Profit Rate Reduction in Reward
6 months

12 months

0% 3% (0.5% each month)

4.8% (0.4% each month)



Installment Plan Interest Rate Processing Fees
3 months

6 months

12 months

0% 1%




Banks with minimum amount of: AED 1500


Installment Plan Interest Rate Processing Fees
3, 6 months

9, 12 months

18, 24, 36 months

0% For MasterCard Bright credit cards:


  • 1.50%
  • 1.25%
  • 1.99%


For any other card:

  • 0%


What are the conditions for eligibility to use the installment payment option?

The approval of an installment payment plan for your purchases on is subject to the discretion of your credit card issuing bank. This decision is based on specific eligibility criteria determined by the bank. If your request for an installment payment plan is not approved, we recommend contacting your bank directly for further clarification. In the event that your bank does not authorize the installment plan, your order on will be processed as a standard transaction, with the full amount charged to your credit card.

What are the steps to complete a purchase using an eligible credit card for installment payments?

If you have a credit card that is eligible for installment payments, follow these straightforward steps to complete your purchase:

  1. Select a Payment Method: Navigate to the ‘Select Your Payment Section’ on Checkout page  and choose your eligible credit card from the options available.
  2. Choose a Monthly Plan: From the options provided.
  3. Proceed to Next Step: Click on ‘Place Order’ to move forward with your transaction.

How does repayment work for installment payments?

When you make a purchase on using an installment payment option with your credit card, the process for repayment is as follows:

  1. Initial Charge: Upon completing your order, the full purchase amount will be charged to your credit card.
  2. Conversion to Installment Plan: If your installment payment plan is approved by your bank, this total charge will be converted into an installment plan. The conversion process may take anywhere from 3 to 10 business days, varying according to your bank’s policies.
  3. Impact on Credit Limit: The total amount of your order will temporarily reduce the available credit limit on your card. For instance, if your credit card has a limit of AED 6,000 and you make a purchase of AED 2,500 under a 3-month installment plan, AED 2,500 will be reserved from your credit limit. Consequently, your available credit limit will become AED 3,500.
  4. Monthly Repayment and Credit Limit Adjustment: As you repay each monthly installment, the amount paid will be reinstated to your credit limit. This means with every installment payment, your available credit will increase by the amount paid that month.

This method ensures that you can manage your finances effectively while enjoying the benefits of installment payments for your purchases.

What is the process for cancelling an installment repayment plan for an order on Payrelay?

If you decide to cancel or return an order placed on using an installment repayment plan, the process and implications vary based on the timing of the cancellation:

  1. Cancellation Within 3 Business Days:
    • If the order is cancelled or returned within 3 business days, Payrelay will initiate a full refund of the purchase amount.
    • The refund process typically takes 5 to 7 business days.
    • In this case, the installment repayment plan will be cancelled, and you will not be charged any bank processing fee.
  2. Cancellation After 3 Business Days:
    • If the cancellation occurs more than 3 business days after placing the order, your bank will apply the installment processing fee.
    • Payrelay will still refund the total purchase amount within 5 to 7 business days.
    • Following this, you should contact your bank to understand how the cancellation has affected your installment plan on your credit card. This is also the appropriate step for any queries regarding the closure of the installment plan.

It’s important to note that the cancellation policy and processing times may be subject to the terms and conditions of your specific credit card and bank.