Covid – 19 Measures

  • Will I be able to reach out to customer service during the crisis?

We are available to help you through our Help Center and Live Chat.

Please feel free to reach out to us for any issues you may have.

  • Is cash safe to use?

As per WHO, there is no evidence that banknotes are material that can transmit the virus. However, we encourage customers to use pre-payment options available on Dmall to avoid any risks. We would also recommend you to wash your hands thoroughly after being in contact with banknotes. We have also taken measures and provided guidelines to our logistics partners to ensure delivery personnel wearing gloves for safer cash handling at the time of delivery.

  • What safety measures has Dmall taken to make sure packages are not infected?

Our delivery agents and operations team have been instructed to wear protective gear, including gloves and masks. Our Logistics Partners have been given the same instructions. We are also making sure that packages are being disinfected at customers’ doorstep wherever possible.

 

  • Is there any change in the way Dmall does deliveries?

Our delivery agents and operations team have been instructed to wear protective gear, including gloves and masks. Our Logistics Partners have been given the same instructions. We are also making sure that packages are being disinfected at customers’ doorstep wherever possible.

 

  • What is Dmall doing to prevent price hikes on products that reduce the risk of the COVID-19 virus?

We have issued a stern warning to sellers, on our marketplace, not to take advantage of this situation. We will not hesitate to take strict action against all offenders including blacklisting them from the platform.

Please reach out to Dmall on Live Chat, if you suspect price hikes on certain products.

 

  • Can the COVID-19 virus be transmitted via packages?

There is no evidence indicating packages or their contents carry any risks. We are monitoring the situation and will cooperate with relevant authorities. We are following WHO’s guidelines for COVID-19 closely.

Order Placement

  • How do I place an order on Dmall?

Shopping on Dmall is easy! Before you can start shopping, make sure you have registered an account on Dmall, once you have found the product you want to buy, just follow the steps below:

  1. Open Dmall.lk App/Website.
  2. Put the item title on “Search Bar”.
  3. Click on the image of your desired item & Click on “Add to Cart”.
  4. Click on “View Cart” (Add quantity if required) & click on “Checkout Button”.
  5. Enter your registered Email Id.
  6. Enter your personal details like (Name/Contact Number/Shipping Address with City).
  7. Confirm the order details and select your “Mode of Payment”.
  8. Click on “Place Order”.
  9. Your Order number will appear on your screen.

We recommend that you always check the rating of the seller and go through the reviews section where you can also see the images of the product uploaded by other valuable buyers just like you.

  • How do I remove an item from my shopping cart?

To remove an item from your shopping cart, please follow these steps:

Desktop:

Step 1 – Go to your “Cart”.
Step 2 – Click on “Clear Cart” to delete the item you wish to delete.
Step 3 – Select the desired option.

  • I have not received the invoice for my order

A hard copy of the invoice should always be sent along with your order. If you have not received an invoice, please get in touch with us and we will send you a copy of your invoice. You can reach our team via Live Chat.

  • Why am I having trouble placing products in the cart?

If you are having trouble placing or adding products in your cart, please make sure that you have made all relevant size and color selections .

If you still have problems, this may mean that the item you are trying to buy is sold out. If you still need help, please get in touch with our Customer Support Team. You can reach our team via Live Chat.

  • Can I call Dmall to place an order?

Unfortunately, our customer service representatives are unable to place an order.

However, placing an order on Dmall is really simple, and we would love for you to try it out for yourself! Simply create and account, select what you are looking for and pay!

Product Price & Information

  • Are all products on Dmall new and unused?

Yes, Dmall only offers 100% new and unused products. The exemptions are for refurbished laptops and phones for which we ensure the best quality grade and full warranty from the vendor according to the product specification.

Please get in touch with our customer support team via live chat if you find a product listed on our website that failed to meet these criteria.

  • Where can I find more detailed information about a product?

Information regarding the product are described when you click the specific product, and it will redirect you into the product page where you can fine detailed information when you scroll down the page. If you still need more information, you can also contact the seller.

  • Are there any hidden charges if I order from Dmall or do I have to pay any duties or taxes upon delivery of my order?

No, there are no hidden charges when you order from Dmall. All overseas products on Dmall are delivered at no additional cost to you, as the stated price at checkout includes customs fees and import duties. All costs are 100% visible at the end of the checkout process and you are not expected to pay any additional charges.

  • Why do I see different prices for the same product?

Dmall is a marketplace with a large seller base. Products are sourced from different sellers due to which the prices may vary for the same product, and this gives the privilege for the customers to choose the product according to their preference.

  • How do I know if a product comes with warranty?

If a warranty is offered on a product, the warranty period will be displayed on the product page, to the right of the product image.

  • What are Global Collection Products?

Overseas products are internationally sourced products that are delivered to your doorstep here in Sri Lanka whilst maintaining the unparalleled Dmall shopping experience.

  • How do I know if a product comes with free installation?

Free installation is offered for selected products only. Be sure to check the product description of products to get more details about installation.

  • How to contact Vendor?

Now you can easily contact vendor through Dmall App/Website and ask a query about any product of your choice, just follow the steps below:

  • Login your account on Dmall App/Website with your register credentials.
  • Search the product in the search bar.
  • Click on the product.
  • Click on vendor.
  • Click on “Get Support” and then you can contact the vendor.

 

  • I lost my warranty card. How can I claim warranty?

Even if you have lost your warranty card, you can still claim warranty by presenting your Dmall invoice to any authorized service center.

  • Where should I go for my warranty claim?

Seller Warranty: Seller warranty means the product warranty is backed by seller. For any warranty claims, all customers can directly contact vendors via chat option for assistance. Once seller assistance is contacted, Dmall representatives will pick up relevant product and return product after service.

If there is no warranty card, please check the user manual or the product packaging. If you experience any issues, please do not hesitate to contact us via live chat. (Warranty policy)

  • What kind of questions can I ask on IM?

Do’s

  1. Asking product-based queries
  2. Asking queries pertaining to product’s warranty, installation, etc.

Don’ts

  1. Sharing contact details
  2. Using foul language
  3. Asking irrelevant queries
  4. Using IM for lodging complains.

Rating and Reviews

  • How to Filter Search Results with Product Ratings?

It is easy! Just follow below steps:

  1. Click on product category.
  2. Click on drop down to filter according to average ratings.
  • What are “Review & Rating” and how to write good reviews?

Dmall customers have the option of rating and reviewing their product and seller experiences.

The customers can both leave star ratings and add text to describe what they liked or disliked about their experience.

DO’S

  • Focus on the Product and its Features (esp. when uploading pictures).
  • Base the review on your own personal experience.
  • Tell us why you feel a certain way about the product and its quality.
  • Rate your products with Stars that define your experience (1 is lowest, 5 is highest).
  • Make your review as helpful and relevant as possible for other customers.

DON’TS

  • Share fraudulent information about the product.
  • Share irrelevant information in the reviews.
  • Use profane, vulgar, obscene, derogatory, discriminating, or threatening content.
  • Upload vulgar, profane, irrelevant, or pornographic images in reviews.
  • Share anyone’s personal information.
  • Include Non-Dmall URL.
  • Upload copyrighted content.
  • Ask for returns and refunds from the vendors in the reviews.

Where is my Order

  • How can I track my order?

To track your order, you can go to “Order Tracking” option and follow below steps:

  • Give order ID and Billing email.
  • Click on Track.

NOTE: As markets are being shut down due to COVID-19 situation in the country, and as our sellers operate from within the market, they might experience delays in meeting the delivery timelines. We apologize for the inconvenience and will ensure you receive your package as soon as possible.

Order Cancellation

  • How do I cancel my order?

If your order is under processing status and eligible for cancellation, Then the “Cancel Button” will indicate on your desired order that you wish to cancel. Follow below steps to cancel your order.

  • Click on “My Account” and Click on “Orders”.
  • Once you see your order, click the “Cancel” Button.

If your order is already on its way to you or if you have already received your order, you will not be able to cancel the order but you may be able to return your product if it is eligible for return.

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