FREQUENTLY ASK QUESTIONS (FAQs)
GENERAL
What is CLOUDWAYCARS.COM?
CLOUD WAY CARS FZC (“CLOUDWAYCARS.COM”) is the electronic platform for Used/Preowned Auto Spare Parts.
CLOUDWAYCARS.COM provides a reliable and trustworthy platform for buyers to purchase and make payments for a wide range of items promoted.
I cannot find a product I am looking for, what should I do?
Let us know if you are not able to find any product that you wish to buy from CLOUDWAYCARS.COM by calling us on +971 56 340 5129 or drop us an Whatsapp or email at cloudwaycars@gmail.com and we will try and get it for you.
USER RESOLUTIONS
Do I need to “Register Account” to place an order?
Creating a “Register Account” with CLOUDWAYCARS.COM is not compulsory. You can even use a “Guest Account” to checkout without registering.
What are the benefits of being a registered account/member?
Having a “Registered Account” will offer you the following benefits:
- Manage your account details, track your order status, and review your past purchases/orders.
- Save your shipping details for future purchases and a faster shopping experience.
- Keep track of your past purchases.
- Be informed about our latest stock, special online promotions, and discounts.
- Several other associated benefits.
How do I register with CLOUDWAYCARS.COM?
On the top at the right side, you can see “My Account” where you will see two options 1) Register & 2) Login. Simply click “Register” and follow the user-friendly instructions to become “A Member of CLOUDWAYCARS.COM”.
I forgot my password, what shall I do?
It’s so easy, you can click “Forgotten Password” and enter your email address associated with your account and you will be emailed your password.
What benefits do I get by receiving regular emails from CLOUDWAYCARS.COM?
These are some of the benefits of receiving such regular emails:
- You will get the updates of cloudwaycars.com’s upcoming events
- Upcoming volunteer opportunities
- Articles and blog posts related to cloudwaycars.com’s mission
- Cloudwaycars.com’s impact in the community
- Many more
However, if you would like to unsubscribe from this great facility you can simply press “Unsubscribe” link at the bottom of any email received from CLOUDWAYCARS.COM and you will be taken off the mailing list.
Is my information protected with CLOUDWAYCARS.COM?
Data protection is a matter of trust and your privacy is important to us. CLOUDWAYCARS.COM will only collect information where it is necessary to do so and if it is relevant to their dealings with you so you are protected in all aspects. Please refer “Privacy Policy” for further details.
ORDER
How to place an order?
Step 1: Search Product(s).
You can choose product(s) from your desired categories (Shop by Categories) or use the search bar.
Step 2: How to order?
Once the product(s) is selected, you will need to click “Add to Cart” with the desired number of the quantity you are looking for. Once you have added to the cart, a message will pop up showing that the item/product has been successfully added to your shopping cart. By pressing the “Shopping Cart” at the right top, you will see the summary of your shopping.
Step 3: Review your shopping and proceed to checkout.
Make sure that you have added all your desired products in the current shopping. If you want to shop some more press the “Continue Shopping” button that appears on the left bottom corner. When your shopping is over then simply press the “Checkout” button that appears on the right bottom.
Step 4: Sign in to checkout or register your account.
Sign into your account if you are a “Registered Member”. If you are not a “Registered Member”, then simply register by pressing “Continue”, or you can use a “Guest Account” to checkout without registering. After registering/signing in your account, press “Checkout” and you will be asked to fill the address details. You will need to fill the address information box if your mail address is different from the default address. If your address is different, click “Add an Address”.
Step 5: Place your order.
Once done with step 4, you will need to click and agree to the terms and condition and press “Continue to Payment”.
Step 6: Confirm order.
On the left-hand side, you can choose from your desired “Select Payment Method”. Currently, we have 3 modes of payment, “PayPal Express Checkout”, “Credit Card” and “Cash on Delivery”. In the middle, you will see the products that you are purchasing and on the right-hand side, “Shipping Address” and the “Shipping Method”. Once all set, please press “Confirm Order”. Once you confirm the order, you will be sent an order confirmation email. Now your order has been processed and you should get delivery within the number of days mentioned.
I have not received an order confirmation email, what shall I do?
You can send your purchase information details along with the Order ID either at Contact Us page or to cloudwaycars@gmail.com or call on +971 56 340 5129.
How to know if CLOUDWAYCARS.COM has received my order?
After you “Place an order” in CLOUDWAYCARS.COM, you will receive an order confirmation email if you are a registered member. And if you’re not a registered member, then you may email Customer Support Team at cloudwaycars@gmail.com with your purchase details such as Order ID and etc.
I have added my products to the cart, can I buy them later?
Once you add the items in the cart it will remain at your cart. You can sign in again anytime and continue shopping. Please note that the items in the cart will be removed in the following two circumstances:
- You remove by yourself
- Item is sold and not available or out of stock.
How do I track my order?
You can track your order after you log in to “My Account” on the right top of the home page. Please click “View your order history” under “My Orders” and here you can see the status of your order(s). Your order will be carried out in 3 different phases:
- Processed
- Shipped
- Complete
How will I get my purchase invoice?
You will get the purchase invoice along with the order confirmation email. In case you have not received it, please fill the contact us form along with the purchase details such as order ID and etc., the customer support team will furnish the same to your registered email address.
Where I can see all my orders?
You can see your all orders in “View Your Order History” under “My Order”.
DELIVERY
How long will it take for my order to be delivered?
The delivery depends on what type of item(s) you have ordered and the shipping address. However, CLOUDWAYCARS.COM usually delivers in 2 to 3 working days. You will also be notified through your registered email address about your order/purchase status in five phases.
- Processing
- Processed
- Shipped
- Delivered
- Complete
And you can even track your item(s) by using the Airway Bill (AWB) link given in the order confirmation email. In case your order has not been delivered in the specified time, please contact our Customer Support Team at cloudwaycars@gmail.com with your purchase details such as Order ID and etc. or call us on +971 56 340 5129.
What should I do if I am unable to receive calls from the courier for my order delivery?
You can call the courier back and in case you are not able to chase them please call our customer support team on +971 56 340 5129 or send an email with your purchase details such as Order ID and etc. to cloudwaycars@gmail.com and request for the same. They will certainly help you out re-scheduling a delivery.
In the event that the courier is not able to reach you for a maximum of three working days, CLOUDWAYCARS.COM reserves the right to cancel the order. If the payment was made through a debit or credit card, the charged amount will be refunded to buyer’s CLOUDWAYCARS account within 10 working days (it may also take up to a month in the case of certain banks) after deducting any applicable charges.
Can I get the item anywhere in UAE?
CLOUDWAYCARS.COM delivers item wherever you want. Make sure that you provide the right address for the delivery so that it can reach you with no hassle.
Can I get the item outside the UAE?
Yes, CLOUDWAYCARS.COM does offer international shipping to Middle East Region, United States of America and Canada.
CANCELLATION, RETURN & REFUND
How do I cancel an order?
You can cancel your order online before the product has been shipped, your entire order amount will be refunded(Transaction fees will apply). In case the item you have ordered has been shipped but has not yet been delivered to you, you may still cancel the order online in your registered account under “My Order”. Your refund will be processed once we receive the originally ordered item back from the courier. In case you require further help you can contact the Customer Support Team at cloudwaycars@gmail.com
How long my cancellation process will take place?
The overall cancellation will take 2 to 3 working days. You will be informed through email once the cancellation is done successfully.
I have placed an order but it was cancelled by the store?
In the event of an order being cancelled by a store, you will be informed through a call or email that the item is not available. If the payment method was through a credit or debit card, for such cancelled orders, the charged amount will be refunded to your account within 10 working days (it may also take up to a month in the case of certain banks). In case you require further help you can contact the Customer Support Team at cloudwaycars@gmail.com.
I have placed my order by mistake now what should I do?
No problem, you can contact the customer support team either by a call or through email at cloudwaycars@gmail.com. (Transaction fees apply)
What shall I do if the wrong item is received?
Step 1: If you have received an item that is not as per the listing in CLOUDWAYCARS.COM or if it is defective or damaged, you can return the product for the replacement. Or you can request for the full refund in that case with free 7-day returns policy.
Step 2: You will be required either to call the customer support team or by filling the contact us form in CLOUDWAYCARS.COM. You will then receive an email from the customer support team regarding the pickup information.
Step 3: Our courier partner will schedule your replacement pick up in 3 to 5 working days. It is your responsibility to ensure that the item is in its original packaging with no labels/barcode damaged.
Step 4: Our courier partner will deliver to the store directly and will pick the real order purchased which will be delivered to your doorstep again in 2 to 3 working days from the day the item is picked up from the store.
I have received a damage/faulty item, what shall I do?
If you receive a damaged or faulty item, you can call the customer support team or fill the contact us form in CLOUDWAYCARS.COM or send an email at cloudwaycars@gmail.com. You will then receive an email from the customer support team regarding the pickup information. Our courier partner will schedule your replacement pick up in 3 to 5 working days. It is your responsibility to ensure that the item is in its original packaging with no labels/barcode damaged. Once approved (we will inspect as per the claims), as per your request, you will either get the full refund or the replacement.
Can I exchange an item?
CLOUDWAYCARS.COM does not offer to exchange an item, however, customers can return an item and get a refund after deducting shipping costs back and forth.
Can I return an item and what is the time frame?
Step 1: If you are not satisfied with the item purchased from CLOUDWAYCARS.COM, you can return it within 7 calendar days from the day you received your order and get a refund (after deducting applicable charges, if any) by either calling the customer support team or by filling the contact us form in CLOUDWAYCARS.COM. or you may go to “My Orders”, you can find in your “Registered Account” and select “View Your Return Request” and fill up the necessary requirements.
Step 2: You will then receive an email from the customer support team regarding the pickup information.
Step 3: Our courier partner will schedule your return pick up in 3 to 5 working days. It is your responsibility to ensure that the item is in its original packaging with no labels/barcode damaged.
Step 4: Upon receipt of the returned item, our return item/product department team will inspect and process the refund accordingly.
I have changed my mind, can I return an item?
If you have changed your mind before the product has been shipped, your entire order amount will be refunded. In case you received the item purchased from CLOUDWAYCARS.COM, you can return it within 7 calendar days from the day you received your order and get a refund (after deducting return shipping charges) by either calling the customer support team or by filling the contact us form in CLOUDWAYCARS.COM.
I lost the item’s original packaging, can I still return it?
No returns will be accepted if the item is not in original packaging and with any labels/barcode damaged.
What do you mean by original packaging?
Original packaging means a brand-new, unused, unopened, undamaged item. In short, packaging should be the same as when it was delivered to you by our courier partner.
Do I require to submit anything if I want to return an item?
Yes, to complete your return, CLOUDWAYCARS.COM requires a proof of purchase. This can be anything from your receipt to the bank/credit or debit card statement that signifies you paid for the item.
Can I drop return item to the courier partner?
No, the return item can only be picked up by the courier partner.
When can I get my refund?
You will get the refund to your CLOUDWAYCARS.COM’s account within 10 working days (it may also take up to a month. This depends on which bank you used and if the payment method was through a credit or debit card).
How can I receive a refund?
I paid by credit/debit card:
If paid through credit/debit card, you will get the refund to your CLOUDWAYCARS.COM’s account within 10 working days (it may also take up to a month in the case of certain banks). You can either request for a withdrawal to the same credit/debit card or you can use the amount for your future purchases in CLOUDWAYCARS.COM.
I paid by Cash on Delivery (CoD):
If paid through Cash on Delivery (CoD), you will get the refund to your CLOUDWAYCARS.COM’s account within 10 working days. In case you request for withdrawal, your bank details will be required to transfer the amount (after deducting bank charges of AED 35 per transfer) or the same amount can be used for your future purchases in CLOUDWAYCARS.COM.
I would like to use my CLOUDWAYCARS.COM’s Account Balance, how I can use?
For example, Your CLOUDWAYCARS.COM’s Account balance is AED 100:
If your new order amount is less than or equal to AED 100 you can simply use your U2U’s Account balance, the amount will be deducted from your available balance. In case your new order amount is higher than AED 100 you can pay the balance amount by credit/debit card only. You cannot opt for Cash on Delivery (CoD) in this case for the remaining amount. However, if you are willing to opt for Cash on Delivery (CoD), your entire order amount shall be paid through Cash on Delivery (CoD) payment method and no amount will be deducted from your CLOUDWAYCARS.COM’s Account balance.
Will I get my full refund if I claim during 7 calendar days?
If the item is returned within 7 days due to store/seller’s fault, you will get a full refund. And in case you are returning the item because you have changed your mind or you no longer like the item, you will only be refunded the item price.
It’s so long I haven't received a refund, what should I do?
If the refund was a result of returning an item, you can check the status of the refund in “View Your Return Requests” and “Your Transaction” details under “My Order”, and you can even ask the customer support team at cloudwaycars@gmail.com.
Who pays the return shipping cost?
If the item is returned within 7 days due to store/seller’s fault: The store will bear the return shipment cost. If the buyer has paid the shipping cost for the first delivery, then the same will be charged back to the store/seller.
If the item is returned within 7 days by the buyer, and if he/she does not like it: The buyer will bear the return shipment cost (the return item shall be in original condition when purchased by the buyer and the same condition when our courier partner picked the item from the buyer).
OK, what about shipping cost of items returned after 7 calendar days?
Please note that No return is allowed after 7 calendar days. Please refer to details in “Can I return an item after 7 calendar days?”
Do you offer repair Services?
No, CLOUDWAYCARS.COM does not offer any sort of repair services.
PAYMENTS
What are the payment options in CLOUDWAYCARS.COM?
Following are the three payment options:
- Credit Card
- Debit Card
- Cash on Delivery (CoD)
What kind of cards does CLOUDWAYCARS.COM accept?
CLOUDWAYCARS.COM accepts all kinds of credit/debit cards from MasterCard and Visa. Other card processors will be added in the near future in CLOUDWAYCARS.COM’s payment gateway.
What are the currencies CLOUDWAYCARS.COM's accepts for the payment?
CLOUDWAYCARS.COM’s payment gateways accept and process in many currencies. However, you will be settled in your local currency which you have selected.
I don’t use a credit card/debit card online, what shall I do?
You can pay for items by cash using one of the existing payment options (i.e. Cash on Delivery CoD).
REVIEW & FEEDBACK
How to leave feedback?
It’s not compulsory to leave feedback; however, leaving feedback builds trust and lets other members know about your buying experience. Hence, all CLOUDWAYCARS.COM members are encouraged to leave feedback on each transaction. There is no time limit, you can leave feedback as and when you want. If you have any question to ask, please call the Customer Support Team on +971 56 340 5129 or send an email at cloudwaycars@gmail.com.
How to write a review?
It’s not compulsory to write a review, leaving review builds trust and lets other members know about the product you bought and share your experience. Hence, CLOUDWAYCARS.COM’s all members are encouraged to write a review on each product. You can write a review (leaving a good note such as “very genuine quality with a very reasonable price”), write your name and click any of the 5 options between Bad and Good. If you have any questions to ask, please call the Customer Support Team on +971 56 340 5129 or send an email at cloudwaycars@gmail.com.
SAFETY & SECURITY
Is my information secured such as credit/debit cards?
Data protection is a matter of trust and your privacy is important to us. CLOUDWAYCARS.COM will only collect information where it is necessary to do so and will only collect information if it is relevant to their dealings with you. Please note that CLOUDWAYCARS.COM does not store or save credit/debit card information in their servers. The online payment system has been successfully passed through by one of the well-recognized financial institutions.
Why am I required to show credit/debit card information?
To safeguard yourself and CLOUDWAYCARS.COM, we should know the item is genuinely bought by you and card has not been used of others without the knowledge of actual credit/debit card owner. You can always opt for cash on delivery (CoD) if you have more concerns about credit/debit cards information.