Shopping online should be a quick and painless experience. It is perfectly normal that you're also concerned about security, confidentiality, and purchasing flexibility. We are aware of your needs and have made provisions to ensure your shopping experience is easy and trouble-free, Insya Allah. 

We have put together a list of Frequently Asked Questions, to help you understand our site better and hopefully make your online experience with us a satisfying one! We'll update this list occasionally to reflect the feedback of our valued customers.

BROWSER PROBLEMS

1. My browser is having trouble with the shopping cart system or other parts of your web site are not working properly.

Our website have been designed to work on any web browser. You may also try accessing our pages with a different web browser. If you are still having problems, please send a message to support@IslamAve.com describing the trouble in as much detail as possible and we’ll try our best to help you resolve the issue.

MODIFYING & CANCELING ORDERS

2. I've already placed an order, but would like to add some additional items to it.

Please place a separate new order for the additional items. When shipping anything to a customer with more than one order with us, we check all their orders for available items and ship them together to keep shipping costs as low as possible. At any rate, when you place an order with us, try to add everything you can think of before you press that "submit" button! Please note that there might be some adjustments to the shipping charges if we were to combine your orders. We will bill to you accordingly. Please also note that if your earlier order is already shipped, there is not much we could do ( we apologise for that).

UPDATING PERSONAL INFORMATION

3. I want to change or correct my shipping address.

Once an order has shipped, we do not have the control on having it to be shipped to a different address. If the order is still not shipped, please send an email to customer_service@IslamAve.com so that we can make the necessary amendment to the order. We strongly recommend that you check all your information thoroughly before you submit the order.

4. I want to change my e-mail address.

That's easy! Just log in to your personal account and select the link for updating your e-mail address.

5. I want to submit or change my credit card information.

Due to security concerns, IslamAve does not keep any of your credit card information. All your credit card details will be handled by our payment gateway (WorldPay). This is to protect our customers’ confidential data.

SHIPPING COST & TIME

6. I want to place an order, but would like to know how much shipping is going to cost first.

After selecting the products that you want to buy and keying your personal particulars (we need to know where we are going to ship to), we will be able to display the shipping charges to you. At this stage, nothing will be billed to you yet. Depending on the weight as well as the dimensions, we will try to provide a few shipping options so that you can decide which is appropriate for you.

7. How long will it take for my order to reach me?

Shipping with UPS takes between 2 to 5 days depending on location. If you prefer the cheaper option by our local Singapore courier, it will take between 6 to 14 days. Again, this will depend on your location. When we ship out the order to you, we will advice you on the number of days before you will receive the items ordered. And definitely we will provide the shipment tracking number.

SHIPPING & DELIVERY PROBLEMS

8. I was informed my order had been shipped, but it has not arrived yet.

Please keep in mind that the estimated shipping time are the number or days from the time we ship your order, not the time you place your order. We will do our best to ship it as fast as possible once the order is confirmed. Once your order has shipped out of our site, you will receive a tracking number for your order shipment through your e-mail. Click on the link in the email to track your shipment. If you did not receive the tracking number, do contact us at customer_service@IslamAve.com

9. My order arrived, but it was damaged in shipping.

Please do a careful inspection of your merchandise. If actual merchandise has been damaged, e-mail us at customer_service@IslamAve.com (please include a photo of the damaged item) and we will arrange to supply you with a replacement item (at our discretion) at no charge. In some cases we may request that you return the damaged item to us, but in these cases we will credit you for the postage you pay to do so.

10. My order arrived, but some of the merchandise is wrong.

Please accept our apologies for the error! It should not have happened! Please contact us at customer_service@IslamAve.com and tell us what you did receive, and what you should have received. We'll check our records on this and confirm whether or not a mistake was made. If there was, we'll either ask you to send back the incorrect item (if we do, we'll credit you for the postage), or let you keep it, and then of course ship you the correct item at no additional cost. Should the correct merchandise not be available for some reason, we will of course offer you a full refund.

11. My order arrived, but some of the items are missing.

There are several possible reasons for this: Please double-check the shipping notice that you should have received by e-mail from our order department detailing exactly what was shipped to you. Is there an invoice attached to the parcel? If you are convinced that we have made an error in your shipment, please e-mail customer_service@IslamAve.com

PAYING FOR AN ORDER

12. My order is on "credit hold" because of a card problem.

If we are unable to successfully charge your credit card, we will post a message to you by e-mail and show on our Account Maintenance System that we are having a payment problem with your account. If WorldPay show us a reason why we cannot get approval for the payment, we will show that, too. Note that if we are unable to successfully charge your card for a week or two, we may cancel your order. If you are having a temporary payment problem that you hope to have cleared up within a few weeks, make sure you contact us at customer_service@IslamAve.com to tell us about the problem and avoid cancellation of your order.

13. I don't have a credit card. How can I pay for my order?

If the shipping address is local to Singapore you can opt to pay ‘Cash on Delivery’.
If the delivery is other than Singapore, we can arrange to do the payment via PayPal.

14. You said my order had been shipped, but I don't see any charges (or credits if there was a problem) from you on my credit card account.

Depending on your card issuer, international charges may take a few days or longer to appear on your statement, particularly if you're checking it online.

PRODUCTS & AVAILABILITY

15. I want to know if you have stock on certain items before I place my order.

Our inventory tracking system allows us to keep the website updated in real time. When an item is out of stock, it will show that you will need to pre-order. Some items we don't regularly stock (for reasons of size, cost, or low demand) are available from our distributors and we get them quickly when we place an order for them if a customer requests one. Also, an item we normally stock may just be temporarily out when you happened to check it. This, too, means nothing about whether we can get it quickly for you or not.

REFUND POLICY

16. What is the refund policy of IslamAve?

Our management will look at all refund requests seriously and refunds will be given at their discretion.