Ordering & Payments
Q: How do I place an order?
A: Simply browse our collections, select the product you want, choose size/colour, click “Add to Cart”, then proceed to checkout and enter shipping/payment details.
Q: What payment methods are accepted?
A: We accept major credit/debit cards (Visa, MasterCard, AMEX), Apple Pay/Google Pay (where available), and local payment options if enabled in the UAE.
Q: Can I modify or cancel my order after placing it?
A: You can contact our Customer Service as soon as possible, but we cannot guarantee modifications or cancellations once the order has entered processing or fulfilment.
Shipping & Delivery
Q: Which countries do you ship to?
A: We currently ship across the UAE. For shipments to other GCC countries (e.g., KSA, Oman, Qatar), please check the shipping options at checkout.
Q: What are your delivery times?
A: For UAE orders, we aim for standard delivery in 2–4 working days. Expedited options may be available at checkout. Please allow for occasional delays during peak periods.
Q: What happens if my order is lost or delayed?
A: Once the parcel is handed to the courier, we share the tracking number and you have visibility on its status. We work with our carriers to assist, but we are not responsible for delays caused beyond our control (e.g., customs, weather, courier network issues).
Returns & Exchanges
Q: What is your return / exchange policy?
A: Products may be returned or exchanged within [insert number] days of purchase, provided they are unused, in original condition, with all tags and packaging intact. Please refer to our Return & Exchange policy page for full details.
Q: How do I initiate a return?
A: Contact Customer Service with your order number and reason for return. We’ll send you instructions on how to ship the item back (or bring it to our authorised service location).
Q: Are there any items that cannot be returned?
A: Special-orders, limited-edition releases, or items purchased under discount codes may have different return terms — check the product page or speak to our team.
Warranty & Repairs
Q: What warranty do you offer?
A: Most Discovery products come with a 2-year warranty (24 months) from date of purchase, covering manufacturing defects in materials and workmanship. See our full Warranty & Repair page for details.
Q: How do I claim under warranty?
A: Retain your original purchase receipt/invoice. Contact Customer Service with product details and photos of the defect. Once approved, we’ll repair or replace the item at no cost. After the warranty period, paid repairs may still be available.
Q: Does the warranty cover damage from travel, rough use or extreme conditions?
A: No — the warranty does not cover normal wear and tear, misuse, accident, improper packaging during transit, or damage caused by third-party repairs. Please refer to the Warranty & Repair policy for full exclusions.
Product Care & Use
Q: How should I care for my gear?
A:
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Clean your bag regularly with a soft brush or cloth; avoid harsh chemicals.
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Rinse off salt or sand if used at the beach.
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Don’t overload the item beyond its recommended capacity to avoid stress on seams and zippers.
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Store in a dry, cool place when not in use.
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Use rain covers or packing organisers when travelling in extreme conditions.
Q: Will colour fade over time?
A: Colour variation and fading are part of normal wear — especially in outdoor or harsh environments (sun, sand, saltwater). These are not covered under warranty.
Events, Community & Loyalty
Q: Are there any member benefits or events?
A: Yes — every order you place with Discovery automatically makes you eligible for our upcoming Discovery Events (hikes, gear workshops, travel experiences). Keep an eye on our Events page for announcements and invitations.
Q: How can I submit my explorer story or image for your Adventure Gallery?
A: Tag us on Instagram @DiscoveryBags and use #MyDiscoveryAdventure. We’ll select compelling stories and images to feature in our Adventure Gallery feed.
Contact & Support
Q: How can I get help?
A: Reach out to us via:
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Email: info@discoverybags.ae
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WhatsApp/Phone: +971 551623168 (Mon–Fri, 10 am-6 pm UAE time)
Please have your order number ready when contacting us.
Legal & Additional Info
Q: Are your products genuine and authorised?
A: Absolutely. Discovery is a brand curated by BAGSY.ae under Kling Trading LLC, and all products sold via our official UAE site and authorised retailers are genuine and covered by our warranty and service policies.
Q: Where can I find your full Terms & Conditions?
A: You can view our full Terms & Conditions, Return Policy, Warranty Policy and Cookie/Privacy Policy in the footer links of the site.