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FAQs

What is FirstCry?
FirstCry is Asia's largest online store for baby and kids products. We cater to the needs of our buyers (mothers buying for their kids) from before the kid is born upto his/her early teens. 

What is the benefit of buying from FirstCry?
Our company philosophy is pretty simple: We want to offer the best possible deal for our customers for the products that we all want to buy for our children. Our endeavour is to ensure that you get the widest possible choice of top rated brands and products at the best possible price anywhere in UAE combined with best possible service and timely delivery of products at your doorstep.

What products does FirstCry sell?
We sell products of all the leading brands for babies and kids across sections right from diapers, baby food, infant accessories, gears (strollers, high chairs), nursery furniture, clothes & footwear to toys and school products. We also stock items from some of the leading importers and domestic manufacturers of the country. The items undergo a thorough check by our QA team before they are stocked. 

What's the minimum order value required to place an order?
To place an order, a minimum order value of AED 10 or more is required .

How do I know my order has been confirmed?
After checking out during the payment process, you will get a confirmation that your payment has been processed successfully. You will also get a mail in your registered email id, along with an SMS to your registered mobile number confirming the order.

How do I check my order status?
We will ship your package within 24 hours of receiving the order. We will also mail you the name of the courier company and the tracking number of your consignment to your registered email address. You will receive an SMS about the same. In case you do not receive an email from us within 24 hours of placing an order please check your spam folder. Tracking may not appear online for up to another 24 hours in some cases, so please wait until your package is scanned by the courier company. Alternatively, you can check the same in My Account page, where Track Shipment option gives you the current status of your order being shipped.

Is it safe to use my Credit Card Online at FirstCry.ae?
We accept VISA, MASTER, AMERICAN EXPRESS and CHINA UNION PAY Credit Cards issued in UAE and we accept Debit cards of all banks issued in UAE. International credit/debit card transactions are also accepted, so you can place orders with FirstCry from outside UAE and we will ship it to your dear ones in UAE. All your transactions online are protected & secured by SSL (secure socket layer) technology from GoDaddy.com. It encrypts your credit card and relevant information during the entire transaction process. This encryption makes your shopping experience safe and secure. 

What if an item is out of stock?
We make every effort to keep all products in stock. However, there may be times when unexpected demands exceed our supply. We will notify you at the time of check out if the item selected is not in stock. In the rare circumstance where the order has been accepted and due to some reasons we are not able to ship, we will notify you within 24 hours and the money will be returned to you in the same mode by which the payment was made within 10 working days. Some items (which are restocked regularly) and is temporarily out of stock may appear on display with an out of stock tag. You can use the Notify Me option and we will inform you once the product is replenished and available for sale. 

Are there any other hidden charges like Octroi or Entry tax?
You will get the final price during check out. Our prices are all inclusive and you need not pay anything extra.

How are the products packaged??
Each of the individual products are securely packaged in bubble wrap and put into a box. The box is sealed well ensuring a safe delivery to your doorstep.

Do you deliver products outside UAE?
We do not ship products outside UAE but the site is accessible to all and we do take orders from around the world provided the shipping address is in UAE. 

Is it mandatory to register before placing an order?
Yes, it is mandatory to register with us using your email Id and mobile number. When you register with us, you can receive timely offers and also to maintain your Wishlist and account & address details.

How long will it take to receive my orders?
For all the areas serviced by reputed couriers, the delivery date can be selected by the customer from the available dates for the product(s) while placing the order. In case the customer is not available at the scheduled delivery date, the customer can reschedule the order from Order History before it is out of delivery.

Can I ship different items in my order to different shipping addresses?
We can only process one shipping address per order. So, if you would like to order several items and ship to different people, please treat these as separate orders.  

Who pays for the shipping charges?
We provide Free Shipping on all Orders above or greater than to AED 10 .

What is a VAT?
A value-added tax (VAT) is a consumption tax placed on a product whenever value is added at each stage of the supply chain, from production to the point of sale.
Flat 5% VAT would be applicable on all of the products at FirstCry. The final price displayed on FirstCry will be inclusive of VAT.

Will my VAT amount be refunded on Order Cancellation and Returns?
Yes. The entire amount collected, including the VAT portion, will be returned to customer's source method at the time of Cancellation and Returns. 

What happens if I am not available at the time of delivery?
In case the customer is not available on the delivery date, the customer can reschedule the order delivery date from the Order History page.

What is your Return Policy?
We have a 30 days return policy for Clothes & Footwear and a 7 days return policy for all other items except for Personal Products such as Diapers, Wipes and Creams, all of which are non-returnable.
For more details, please Click Here

What options do I have while making payment?
We accept payments by debit or credit card.
Credit Cards & Debit Cards - We accept VISA, MASTER and AMERICAN EXPRESS, China Union Pay Credit Cards/Debit Cards.
You can also pay through Cash On Delivery (C-O-D) - You can also pay through Cash On Delivery (COD). In this case you pay in Cash to the courier person while accepting the goods. COD payments are accepted for orders with total invoice value less than or equal to AED 10000


  • Saved Cards FAQs
1. What information is saved on opting for save card functionality?
Credit card number, card holder name and expiry date is saved in a secured vault on opting for save card functionality.Saved cards cannot be used by FirstCry unless the customer places an order, checks out and provides the CVV.

2. Can I delete my saved cards?
Yes, user can delete the saved card at any point of time from the checkout page by clicking on the bin-icon against the saved card .

3. What's the maximum number of cards that can be saved?
User can save a maximum of 10 cards.

4. How do I save my cards?
User has to select option for 'Express Pay' while making the final payment on FirstCry. On clicking, the card details provided by the user (i.e. Card number, card holder name and expiry date) are pushed and saved in to a secure PCI DSS compliant vault.

5. How do I make payment using saved cards?
User can view all his/her saved cards on checkout under the credit/debit cards tab. This information is protected behind login. User has to login to site in order to view the saved card details. Next step is to select one of the saved cards, provide CVV and click on make payment button to complete the transaction.

6. Can I use a new card which is not yet saved for making payment?
Yes, our system supports payments through both new and saved cards. In case you have a new card which is already not saved with us, then you can use the same as well for making payments.

7. Is it mandatory to save cards?
No, user can decide whether they want to save their card info or not.

8. I am unable to view my saved cards in checkout?
Please ensure the below while checking your saved card info on checkout
User should have a registered account on FirstCry.
User should be logged in to that registered account.
This feature is currently not available under Guest Checkout due to security reasons.


9. Can saved cards be used on mobile site and apps?
Yes, users saved cards are linked to the registered email id and are accessible on FirstCry mobile site and Apps as well. 

10. Is it safe to save my cards on checkout?
Your card information is saved in a Card Vault with JusPay, which offers multiple payment options including Credit Cards, Debit Cards (All MasterCard /Visa /Maestro/Amex cards).They provide secure protocol between FirstCry and the online payment gateway providers.

11. What happens to saved expired cards?
User will see clear messaging in checkout against the saved expired cards. User has to ideally delete these cards and add new cards for payment processing.

12. Whom should I contact if I had opted for save card but my card information was not saved?
Please visit our Contact Us page and drop your query details to our customer care team for further action.

  • Shop 'n' Earn Loyalty Cash FAQs
1. What is the Loyalty Cash Program?
The Loyalty Cash Program is a special Rewards point system on FirstCry.ae. On purchasing some products from this site, you will earn Loyalty Cash, which can be redeemed against your future orders. All you have to do is create an account on FirstCry.ae and shop for your favourite products and start earning Loyalty Cash. 

2. How do I earn Loyalty Cash?
Go to FirstCry.ae and search for your favourite products. You will see the Loyalty Cash available against the product. On purchasing the product, the loyalty cash for the product will be automatically added to your account within 48 hours of being successfully delivered to you. 

3. How is my Loyalty Cash calculated?
Your earned Loyalty Cash varies based on the products bought by you on FirstCry.ae. The Loyalty Cash against the product, if available for that product, is aimed at maximizing the value provided to you. If you have availed any offer which provides product(s) for free in your order, you will not earn Loyalty Cash for that product.

4. How do I redeem my Loyalty Cash?
You can redeem your Loyalty Cash against your entire amount, up to the amount of Loyalty Cash you have, once you have earned a minimum of AED 25 as Loyalty Cash through your purchases. You can redeem your Loyalty cash on FirstCry.ae. Eg: If you have earned AED 30 as Loyalty Cash, you can use the entire AED 30 to order any product from FirstCry.ae. You can redeem your loyalty cash even in orders in which you have availed of any other offer. The option to redeem your Loyalty Cash would be available to you when you are going to pay for your purchases as shown:





You can check out our Shipping Policy and Payment Policy for more details.

5. How do I track the Loyalty Cash I have earned?
You can track your earned Loyalty Cash by logging in and going to the My Account section on FirstCry.ae. You can track the Loyalty Cash earned against each order that you have placed in the 'Cash in My Account' section.





6. What happens if I return / cancel my order? 
Earning Loyalty Cash - If you return/cancel your complete order, you will not be credited any Loyalty Cash against that order. In case any part of your order is replaced, you will receive the Loyalty Cash earned on the basis of the new product delivered to you and if you return any part of your order, the Loyalty Cash against that product(s) will not be added to your account. 
Redeeming your Loyalty Cash - If you return/cancel a product for which you have paid with Loyalty Cash, you will receive a gift certificate from us for the same amount as the value of Loyalty Cash redeemed. If the entire order is returned/cancelled, the loyalty cash will be added back to your account 

7. Will my Loyalty Cash expire if I don't use it?
Loyalty Cash earned by you will expire on 31st March of every year from your FirstCry Loyalty Cash Account, if no new order(s) have been placed on or after 1st April of previous year. E.g. Loyalty cash earned by you during the year 2017-2018 will expire on 31st March 2018 from your account, if no new order(s) have been placed on or after 1st April 2017.

  • Try Before Your Buy FAQ
1. What is Try-N-Buy Service?
This service allows you to try-out your purchases at the time of delivery, pay only for what you like and return the rest on-the-spot. Try and Buy service is available on most of the fashion products and limited cities. You can choose your city on product page to check service availability.

2. How many items can I try at one time?
You can try up to Five items at a time. You cannot add more than five items at a time to a single order. There is no minimum amount threshold than standard.

3. How do I enable Try-N-Buy for the product I like ?
You will find Try-N-Buy logo on the product page for eligible products. To avail Try-N-Buy service, please ensure that you tick the 'Try-N-Buy' check box on Product page. You can also add/remove this service on Checkout page as well. Choose delivery address where you are comfortable trying product during checkout.

4. How do I make payments for Try-N-Buy product?
  • Place your order like you normally do, using prepaid payment options.
  • You can also avail COD option, if available within your area.

5. How will refund of Try-N-Buy orders be processed?
For Prepaid Orders : You will receive the refund instantly to you FirstCry wallet for the product/s returned to our delivery agent.
For COD Orders : You can try the Item/s being delivered to you. You will pay only for the Items you like and keep. Our delivery agent will help you with the final amount.

6. What if I can’t try the product instantly, will you make another attempt to deliver?
We request you to choose the delivery address where you are comfortable trying. However, in case you are not available to try product at the time of delivery, we will make 5 more attempt to deliver your order. To reschedule the delivery you need to visit My Order section and schedule your delivery. We will try our best to make our next attempt as per your reschedule request.
If you don’t want to or can’t try the products at the time of delivery, then you can keep the packet and avail return & exchange policy under which,you can return / exchange (Exchange is possible only, if your area is serviceable) the products.

7.Will return & exchange policy be available on Try and Buy orders?
Yes, you can avail return & exchange policy even, if you have accepted the Try-N-Buy order. Return & exchange policy rules will apply.

8. Will I get a chance to choose multiple delivery date and time for multiple Try-N-Buy items in my order?
We allow you to choose only one common date & Time for all the Items in your orders which are eligible for Try-N-Buy. You can select the common date & time on product page or Checkout page. On the day of delivery, we will send you an ‘out for delivery’ message in the morning and our delivery associate will call you 30-45 minutes before coming to deliver the shipment.

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FirstCry.AE ∼ big store for little ones is a one−stop online shopping destination for baby, kids & maternity products and your pass to access expert validated parenting & pregnancy advice & tools. No matter the age we have everything you would need from your baby’s first cry on! To shop from a wide variety of baby, kids and maternity products, visit our category pages for Baby Gear, Baby Clothes, Kids Clothes, Footwear, Toys, Bath & Skin Care, Moms & Maternity, Nursery Furniture, Baby Health & safety, & more. © 2010-2020 www.FirstCry.ae. All rights reserved.This website can be best viewed in resolution width of 1024 and above.

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