Frequently asked questions

1. Where do you deliver? Do you deliver to my country?

Thank you for your interest in our products.Currently we deliver only across the U.A.E.

2. Is delivery free?

We offer free standard home delivery for all orders over AED 99

3. Can you deliver to an address other than my billing address?

Yes, we can. Simply input your delivery address during checkout. This doesn't have to match your billing address. In order to deliver your order as quickly and seamlessly we encourage you to complete your delivery information as accurately as possible.

4. What are your delivery timing and costs?

Order Amount   Delivery Fee  Estimated Delivery   
Over AED 99  Free     2-3 Working Days
Below AED 99 AED 19   2-3 Working Days

 

5. Can I get my order delivered to a store?

Unfortunately you cannot get your order delivered to a store. We do not offer this delivery option.

6. Can I ship to multiple addresses?

Unfortunately, at the moment, we do not have the option to ship one order to multiple addresses.

 

If you would like your order to reach multiple addresses, the best thing to do is to place separate online orders, amending the shipping address details for each order.

7. What do I do if my order is faulty or damaged?

We hope that your order arrived in perfect condition but in the unlikely event this doesn't happen,  please do not hesitate to contact our customer Service using the Chat button from 10 AM to 10 PM local timeand we will get back to you at the earliest. Please contact us within 30 days and we will be able to help. Please include your order number, a photo of the fault and a description of the fault.

8. Why haven’t I received an order confirmation email?

You will receive an order confirmation email when your order has been successfully placed. Please check your junk or spam folders, as occasionally our emails can be found there. It can take up to an hour for your order confirmation email to be received.

9. Can I cancel or amend an order?

Unfortunately, it is not possible to cancel or amend online orders. Once placed, we immediately start processing it in our warehouse. Unfortunately, that means we are unable to add/remove products or cancel your whole order. You could either place another order or return any unwanted items when your parcel arrives. For additional help you may always contact us by chat between 10 AM to 10 PM local time and we will get back to you at the earliest.

10. Why has my order been cancelled?

On rare occasions, we may need to cancel your order if there has been a discrepancy. In this instance, you'll receive an email to notify you as soon as possible, and you will be refunded fully for cancelled items.

11. What to do if my order arrives incomplete? 

If you are missing product(s) from your order please double check it is on your order confirmation, check your emails (including junk/spam folder) to see if you have been sent an email about it going out of stock or your order could be arriving in more than one parcel. If none of these apply please do not hesitate to contact our Customer Service using the Chat button from 10 AM to 10 PM local time and we will get back to you at the earliest. Please contact us within 14 days of your order being delivered and we will sort it for you.

12. Why is my tracking showing that my parcel is being returned? 

If your track and trace display a status ‘return to sender’ (RTS) that means the carrier was unable to deliver your package or it wasn’t picked up on time from one of our delivery points. As soon as it arrives back in our warehouse, we will issue a refund and return the amount paid for your order. In this case, you may place a new order

13. Where is my order?

Once your order is successfully submitted, the warehouse will process your order as soon as possible. Once it is on its way to you, you will receive a shipping confirmation.

 

Please use the tracking information provided to you in your shipping confirmation email/whatsapp/SMS to track your package. The shipping status will be updated for the first time when the parcel has been picked. Please check your spam filter if you have not received the shipping confirmation.

 

While we always strive to have our orders delivered on time, we acknowledge that the unforeseeable is inevitable. External factors outside of Flying Tiger Copenhagen’s and its courier’s control, such as extreme weather conditions and technical failures, are bound to occasionally cause delays, and we ask for your patience and understanding when they do.

14. I have not received an order confirmation.

Shortly after you've made your purchase, you will receive an e-mail with your Order confirmation. If you haven't received your Order confirmation, please check your spam / junk folder, or contact customer service by chat between 10 AM to 10 PM local time and we will get back to you at the earliest.

15. I’ve received a wrong product in my order, what to do? 

Please check the description of the product on our website, some of our product may vary from the picture in color / pattern. If you have received a wrong product in your order, please contact customer service by chat between 10 AM to 10 PM local time and we will get back to you at the earliest and please make sure to include a picture of the product.  

16. I’m missing a product in my order, what to do?

We may have sent you a few parcels, please check your shipping confirmation and see if you have received more than one tracking link.

 

The product you have order might be out of stock, please check your email to see if we have sent you an email regarding this.

 

If you are missing an item, please contact our customer service by chat between 10 AM to 10 PM local time and we will get back to you at the earliest. Please do this within 30 days from the delivery date.

17. How can I see what I have ordered? 

Shortly after purchase you will receive an email with your Order confirmation. If you haven't received your Order confirmation, please check your spam / junk folder, or contact customer service by chat between 10 AM to 10 PM local time and we will get back to you at the earliest.

18. The shipping information on my order is not correct, how can I change it? 

Once an order is confirmed, we are unable to make any changes such as changing the delivery option, delivery address, or the payment method. Please contact our customer service by chat between 10 AM to 10 PM local time and we will get back to you at the earliest.

 

19. I have written a wrong email on my order, how can I change it? 

Please contact customer service by chat between 10 AM to 10 PM local time and we will get back to you at the earliest.

20. How can I get a copy of the invoice for my order?

Once the order is delivered, it will include a physical copy of your invoice

21. How do I track my order?

You can track your order using the tracking link in your shipping confirmation. Once your order is picked, you will receive the order tracking link via SMS/Email/Whatsapp depending on the information provided when you placed your order

22. How can I pay using a gift card? 

We do not have gift cards on our website at the moment. However,

Cash on Delivery (COD) orders will be refunded by Gift Card only and not in cash. Feel free to use this on our website to purchase whatever you like. 

23. Which payment types do you accept? 

You can use any of the payment types listed below to pay for your order: VISA, Mastercard, AMEX, ApplePay and Knet. We are currently not offering payment by invoice.

We take fraud very seriously. All credit and debit card holders are subject to validation and authorization by both us and the card issuer. To better protect our customers when making online payments you may be presented with 3D secure security measures when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone.

24. What currency can I pay in? 

You can pay in AED for UAE.

25. When will I be charged for my order?

After you place your order, amount will be deducted immediately, and you will receive an email confirming that your order has been placed successfully.

If your card is not authorized, payment will not go through, and an error notification will pop up stating that your payment was declined.

26. My payment was declined, what should I do? 

1. Place your order again

If your payment has been declined, then you'll need to place your order again.

 

2. Make the relevant checks

In order to ensure that your new order is not declined we suggest checking the following steps:

Check the card details and make sure the information is correct, e.g. the expiry date or your billing address.

Make sure you enter the security code correctly - that's the three digit number on the back of your card.

Your card issuer may have declined your payment – we cannot see the reason for this, it's best to check with them or contact your bank.

If you've checked all of the above, try using another payment method.

 

3. Next steps

If you've received an error message, please contact our customer service by chat between 10 AM to 10 PM local time and we will get back to you at the earliest with as many details as you can about the issue - including the error messages you receive, and we'll try to resolve it as soon as possible.

27. Taxes 

There are no additional taxes for the shipping. All taxes and services are included in the price of your order. 

28. How long do I have to return product(s) of my order?

If you are not 100% satisfied with an item, we want to quickly correct the problem. We all have a change of heart sometimes – we get that!

You can return all items to us within 30 days of receiving your order. You just need to get in touch with our customer service by chat between 10 AM to 10 PM local time and we will get back to you at the earliest. Just let us know which product(s) from your order you wish to send back.

29. What happens after the return period? 

We are unable to accept returns of unwanted items after our 30 day return period. 

30. Can I receive a product exchange or replacement instead of a refund?

Unfortunately, we don’t offer exchange of our products. Simply return your item(s) and re-order if you wish to receive a replacement. 

31. I received damaged/defective product, what should I do? 

We strive to deliver the best quality products to our customers, but we know it doesn’t always go as planned! If your item was damaged in transportation or you notice a fault in your product, please contact our customer service by chat between 10 AM to 10 PM local time and we will get back to you at the earliest.
We would like to point out that we are unable to send out any single parts of a product or replace a missing/broken piece.

32. When will I receive my refund? 

Refunds are always issued to the original payment method used upon placing your order. It takes between 3-14 business days for the funds to appear in your account. After our team checks the return and confirms that it complies with the return requirements mentioned hereunder, we will be pleased to refund the amount, excluding the transportation charges, to the card used while making the purchase if order paid by card, and through coupon if paid by cash. Products must be in their original packaging. All technical products will be subject to a quality check at the time of return.

33. Can I return products purchased in-store? 

Unfortunately, we are unable to process returns in stores for products purchased online. Alternatively, you can submit an online return request on our website 

34. Do you refund the shipping cost? 

Unfortunately, we do not refund shipping costs incurred

35. What happens if I get a refund and my card is no longer active? 

Your refund will still be transferred to the card details used on your order as long as the account for the card is still open. We are unable to refund your order for another card.

36. When will I receive my refund? 

For online orders, we will send you a Refund Confirmation email as soon as we have issued your refund.

Your refund will be visible on your statement between 7 and 10 days after it has been processed, in line with the processing lead times of your payment provider.

37. Where can I find information about a product?

You will find information about our products in the product details section under each product. Here you will also be able to find any Warnings of the product if available.  
It is worth noting that we do not sell or provide parts of products.

38. Product instructions

Some of our products do have instructions tips to make things easier for you. If you still need any clarifications, you are welcome to ask our customer service by chat between 10 AM to 10 PM local time and we will get back to you at the earliest.

39. Can I find out if a product is available in a store near me?  

Yes, you can find out whether the product you are looking for is available in a store near you by clicking on the "Shop in Store" feature.You can find your closest store here.

40. The product I want to buy is sold out, when will it be in stock again?  

Many of our products are Limited Edition – when they are sold out, they will not be available in the web shop again.  You can also sign up with your details in the Notify Me button that is available on our product page and you will be notified when it is back in stock

The good news is that we add new products on a regular basis. Keep an eye on our website. 

Instead, you may be able to find a product that is sold out online in one of our Flying Tiger stores. You can find the closest store here.

41. How often do you get new products?   

We update our product catalog on a regular basis since many of them are limited edition and might be sold out fast. We advise you not to wait too long to place your order.

42. Are products safety tested?  

Yes, we give top priority to the safety of our products since we want our customers to have fun and safe experiences when using our products. We want our products to be chemical-free, which is why we have a very strict product safety policy for all our suppliers.
Please read more about the safety of our products here

43. How do you focus on CSR?

We want to take responsibility on our way to a greener life including greener products. This includes us working every day to improve our green footsteps. We are proud of already having our green license - FSC (Forest Stewardship Council) on our paper and wooden products including using more reusable products and minimizing our packaging. Read much more about our green journey here.

 

44.Who designs your products? 

We have our own in-house product department that designs all our products, inspired by our Danish heritage. This includes all stages from the product design to the graphic design of the packaging. Therefore, we also strive to deliver new exciting, and fun products each week. Read much more about our love of good design and award-winning products here.

45. Which web browsers can I use? 

The following web browsers are fully supported by our webshop:

Google Chrome

Mozilla Firefox

Apple Safari

Microsoft Edge

Opera

Apple Safari for IOS

Google Chrome for Android

46. I am unable to add products to the basket. What should I do? 

Only items in stock can be added to your basket. If there is no stock remaining, you will not be able to add the item. You can try to reduce the number of products and readd it to basket.

47. I had products in my basket, but they disappeared when I went to check out. What should I do? 

We don't reserve products in your basket, which means it could be sold out if you wait too long toplace your order.  If you have signed into your account and the products are in stock they will remain in your basket until sold out.If you have not signed in products remain in your basket for 7 days

48. Do I have to create an account to shop? 

You can always place an order as a guest.

However, creating a user account will give you the possibility to re-check your order details, see the current state of your order and view previous orders.

49. I'm having trouble signing into my account. 

If you are having trouble signing into your account, please check the following steps: 

1. Make sure you are using the same email address and password you registered with. 

2. Check if you accidentally activated Caps Lock on your keyboard. 

3. If you can't remember your password, click here to reset your password. You'll be asked to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account. 

If, after these steps, you still can't sign in, contact our Customer Service and give them as many details as you can about the issue, including screen shots of any error message you receive and what you've done so far to try to resolve the issue. 

50. How can I unsubscribe from your newsletter? 

You can unsubscribe by clicking on the "unsubscribe link” at the bottom of our newsletter e-mail.

51. How do I change my address and other personal information in my account? 

In order to change the address in your account, please use the following steps:

1. Login to your account.  

2 Scroll down to the “Address Book” section.  

3. You can "Create a New Address" by clicking on the top right corner

4. You can change your address and other personal information by clicking on "Edit" you can delete an address by clicking on "Delete"

 

Please note: 

Orders that have already been registered will be sent to the address stated during purchase.

It is not possible to change e-mail for your account. 

52. What do I need to do if I have forgotten my password? 

Please click here to reset your password. You'll be asked to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account. 

53. How do I close my account? 

If you want to delete your account, please contact customer service by chat between 10 AM to 10 PM local time and we will get back to you at the earliest.

Please note, that a user account gives the possibility to revisit your order details, see the current state of your order and view previous orders.  

54. How do I find the nearest Flying Tiger Copenhagen store?  

Find your nearest Flying Tiger Copenhagen store right here

55. Can I find out if a product is available in a store near me? 

Yes, you can find out whether the product you are looking for is available in a store near you by clicking on the "Shop in Store" feature.You can find your closest store here.

56. Return policy  

If you want to return product(s) bought in a Flying Tiger Copenhagen store, please contact your nearest store. Please remember to bring the receipt. You will find the return conditions on the receipt. Unfortunately products purchsed instore cannot be returned online or vice versa. 

57. Feedback  

Please feel free to share your feedback through our customer service team via contact@flyingtiger.ae or via Whatsapp.