Frequently Asked Questions
My Account:
How do I register/sign up?
Enjoy a personalized shopping experience without the hassle of re-entering your details each time. Signing up is easy. Visit our homepage, click on “Register” in the top right corner, enter your email, and select your account type. You will receive an email with your password. Afterward, you can simply log in to your account to shop.
What features do I have access to after I create an account?
Creating an account allows you to:
Store multiple shipping and billing addresses for faster checkout
- Save items in your shopping cart for future reference
- Easily access your current order details and history
- View and share your wish list with family and friends
- Cascadas loyalty program (coming soon)
How can I change my account password?
To enhance account security, only you can change your password. Follow these steps:
- Go to www.cascadastrading.com
- Click on “Login” in the top right corner
- Click on “Lost Your Password”
- Enter your registered email and confirm
You will receive an email with a link to reset your password. You can then set a new password of your choice.
I have a problem logging in.
We apologize for any inconvenience you may be experiencing during the login process. It could be due to a network issue. Please try logging in from another device or network, or clear your browser history. If the problem persists, kindly contact our Customer Experience Specialist at info@cascadastrading.com or call +971556601994 for further assistance.
I am a member of the Cascadas loyalty program; how can I earn points while shopping online?
At the moment, the Cascadas Loyalty program is not available for online shopping. However, our team is actively working on implementing it, and it will be available soon. Please stay tuned for updates.
Purchasing Online:
How do I place an order online?
To place an order, go to the individual item page, click on “Add to Shopping Cart.” The item will be added to your Cart, where you can review your order and item details. Proceed to “Continue to Checkout” and provide the required information, select your preferred payment method, and complete your order.
What are the accepted payment methods?
We accept Visa, Mastercard, and AMEX for credit and debit card purchases. To ensure a smooth transaction, your billing address must match the address on file with your bank. Your card will be authorized for the full order amount at the time of submission. The actual transaction will be charged after we verify your card details, receive credit authorization, confirm item availability, and prepare your order for shipping.
Where do I find items that I have seen on social media/magazines?
For inquiries about specific products, please contact us at +971556601994 or send an email to info@cascadastrading.com.
What kind of services does Cascadas offer?
Cascadas offers a wide range of services, including:
- Customization
- Home Decoration
- Tailored Solutions
- Bulk Orders for Businesses
- Online Shopping
- Home Delivery
My Orders:
What happens after I place an order?
Once you place an order, you will receive an automatic confirmation email with the details of your order. If you don’t receive it, please contact our Customer Experience Specialist at +971556601994 or info@cascadastrading.com.
Can I get my purchase gift-wrapped?
Yes, during online checkout, you can request gift wrapping for your purchase. Our gift purchases are wrapped in signature black paper and tied with a satin black ribbon.
Shipping and Delivery:
Which shipping options are available within the UAE, and what are the shipping fees?
We offer free delivery service within the UAE. Your orders will be processed locally, and next-day delivery is available. For International Deliveries, please contact us at info@cascadastrading.com or call us +971556601994.
How are orders delivered to me?
We have partnered with an experienced and professional carrier to deliver your orders right to your doorstep.
Can I ship to a P.O. Box or APO/FPO address?
Unfortunately, orders cannot be shipped to P.O. boxes or AFO/FPO addresses.
What if I miss/unable to receive my order at the time of delivery?
If you are unavailable to receive your delivery, please contact us at +971556601994 to reschedule a booking for your delivery.
How can I track my order?
Once your order is ready to be shipped, you will receive an SMS to confirm your delivery address. If the address is not confirmed, our carrier will attempt to deliver the order to the address provided when the order was placed. For any additional information, please contact our Customer Experience Specialist at info@cascadastrading.com or call +971556601994.
Is a signature/ID required upon delivery of my order?
For security reasons, all online purchases require an adult signature upon delivery. Please present your issued photo ID, full name, and phone number at the time of receipt.
What happens if my order is delayed/unavailable?
If there is any delay or unavailability with your order, our Customer Experience Specialist will promptly contact you via call and email to provide updates and available options.
CANCELLATION, RETURN & EXCHANGE POLICY
How can I cancel my order?
If you wish to cancel your order before receiving it, please email our Customer Experience Specialist at info@cascadastrading.com or call +971556601994. We will endeavor to cancel your order if it has not yet been processed. If already processed, it will be treated as a return. For more information on returns, please refer to the section below.
How do I request to return an item?
For online purchases, you can request a return by contacting our Customer Experience Specialist. We offer a free return service via our courier within 2 business days. Please ensure that returned products are unused, in the same condition as received, and sealed with the Cascadas box and custom packaging. Include the original invoice within 14 days of your order date. Products with opened or tampered packaging may not be accepted.
How can I exchange an item?
Currently, we are unable to accommodate exchange requests. If you want to exchange an item, please return the original item for a credit note, which can be used online to place a new order for the item you desire.
Can I return an order myself?
Self-initiated order returns are not permissible. To proceed with a return, please contact our dedicated team at info@cascadastrading.com, and we will arrange the collection of your order within 2 business days.
Bulk Order Terms for Businesses:
Minimum Order Quantity (MOQ):
We require a minimum order quantity for bulk orders. The specific MOQ will be communicated during the initial consultation based on the products and quantities required.
Pricing and Discounts:
Bulk order pricing will be provided on a case-by-case basis, considering the order quantity and selected products. Substantial discounts are available for bulk orders, ensuring cost-effectiveness for your projects.
Customization Options:
We offer limited customization options for certain products to suit your unique requirements. Discuss your customization needs with our team during the consultation.
Product Availability:
Product availability for bulk orders is subject to stock availability and may vary based on the products and quantities requested. If any items are out of stock, we will promptly notify you and explore suitable alternatives.
Lead Time:
The lead time for processing and fulfilling bulk orders will be provided during the consultation, depending on the products, quantities, and customization requirements.
Payment Terms:
For bulk orders, we require full upfront payment to initiate the order.
Shipping and Delivery:
Shipping charges for bulk orders will be discussed during the consultation, and delivery will be arranged based on your preferred location and timeframe. We utilize reliable shipping methods to ensure safe and efficient delivery.
Returns and Exchanges:
Please note that bulk orders are non-returnable and non-refundable unless there are valid quality concerns or issues with the order.
Customer Experience Specialist Working Hours and Office Location:
Phone: +971556601994
Hours: 8 AM – 6 PM
Email: info@cascadastrading.com
Office Address: The Iridium Building, Al Barsha 1, Dubai, UAE, +971556601994
Should you have any further questions or require assistance, please don’t hesitate to contact our Customer Experience Specialist. We value your satisfaction and strive to provide a seamless and exceptional shopping experience.
Thank you for choosing Cascadas General Trading L.L.C