Frequently Asked Questions-Faqs
Answers to common questions about ordering, delivery, payment, returns and product support at Heets Escape Dubai. If you need help with a specific order, contact us with your order number.
Ordering
Are your products genuine?
Products should arrive sealed, unopened and matching their listing. If an order arrives open, damaged or different from what you ordered, do not use it. Contact us with photos and your order details so we can review the issue under our store policies.
Can I change or cancel my order?
Contact us as soon as possible after ordering. You can cancel or change an order before it ships; once dispatched, it can no longer be cancelled or amended. Read our return and refund policy for details.
Do I need to be a certain age to order?
Yes. Nicotine products are for adults aged 18 or older. Proof of age may be requested on delivery, and an order may be refused if age cannot be verified. Follow applicable UAE rules.
Delivery
How long will my order take?
Orders are normally processed within one business day. Once dispatched, most orders arrive within one to three business days; these are estimates, not guarantees. Timing depends on your location, order time and availability. Check the options at checkout and our shipping policy.
How much is shipping?
Shipping is calculated for your address at checkout, where the charge is shown before you pay. If your order qualifies for free standard shipping, the current threshold is displayed in your cart.
How do I track my order?
When your order ships, you should receive a shipping confirmation email with a tracking link. If tracking has not updated within 48 hours, contact us with your order number so we can check with the courier.
Is the packaging discreet?
Our shipping policy says orders are sent in plain, unbranded outer packaging. Product labels and any courier-required information may still appear where needed.
Do you deliver outside the UAE?
Our published shipping policy covers delivery within the United Arab Emirates. If you have an address outside the UAE, contact us before ordering rather than assuming international delivery is available.
Payment
What payment methods do you accept?
Available payment methods are displayed at checkout for your order and delivery address. Check the options there before placing an order.
Problems and returns
What if my order arrives damaged or incomplete?
Do not use a damaged or incorrect item. Contact us within 48 hours of delivery with photos, your order number and a description of the issue. We will review it under our return and refund policy.
How do returns work?
Many opened or used consumable and hygiene-sensitive products cannot be returned. If you receive a damaged, defective or incorrect item, contact us within 48 hours of delivery; do not send anything back without checking with us first. Read the full return and refund policy for eligibility and refund details.
How do I reach a person?
Use our contact page or WhatsApp us at +971 52 386 0506. Include your order number and product details if your question is about an existing order.
Product and safety questions
Can I use any vape liquid in any device?
No. Check the liquid type, nicotine strength, pod or coil, and device instructions before use. Do not use high-strength salt nicotine liquid in a device that does not support it.
What should I do if a nicotine product is leaking or damaged?
Do not use it. Keep it away from children and pets, photograph the item and packaging, and contact us with your order details.
Nicotine is addictive. Follow the product label, device instructions, applicable UAE rules, and the store’s current shipping and refund policies.