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Shopping FAQ

Shopping FAQs:

1. What should I do if I have trouble logging in?
Please follow these instructions:
Check your login details. Your login username is the email address you used for registration.
If you have forgotten your password, please select the "Forgot your password?" option on the Sign In page. Complete the information regarding your registration details and select the "Reset your password" option.
Please make sure that your web browser accepts cookies.

2. Can I get a discount if I make a larger order?
Yes, the more pieces you purchase, the higher the discount. If you are interested in purchasing more than 10 pieces, we would be happy to provide you with a quote. Please contact us to provide the following information:
- The product(s) that you are interested in
- The exact order quantity for each product
- Your desired time frame
- Custom instructions (if any)
We will reply to you with a quotation. Please note that the larger the order, the more postage you will save. For instance, if your order quantity is 20, the average shipping cost per unit will be much cheaper than if you just buy one piece.

3. What should I do if I want to add or remove the items in the cart?
Please select the shopping cart on the top right of the page. You will be able to view all of the items that are currently in the shopping cart. If you wish to delete an item from the cart, simply click on the "Remove" button next to the item. If you wish to change the quantity for any individual item, simply enter the new amount you want to purchase in the "Qty" column.

Payment FAQs:

1. What is PayPal?
PayPal is a secure and trustworthy payment processing service which allows you to shop online. PayPal can be used at tunisiabazaar.com to purchase items by Credit Card (Visa, MasterCard, Discover, and American Express), Debit Card, or E-Check (i.e. using your regular Bank Account). TunisiBazaar cannot see your card number as it is securely encrypted through PayPal's server. This limits the risk of unauthorized use and access.

2. After making a payment, can I change my billing or shipping information?
Once you have placed an order, you should not change your billing or shipping address information. If you want to make a change, please contact our Customer Service as soon as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.

3. How do I know if my payment has been received?
Once your payment has been received, we will send you a notification email to inform you about the order. You can also visit tunisiabazaar.com and log into your customer account to check the order status at any time. If TunisiaBazaar has received payment, the order status will show "Processing".

4. Do you provide an invoice?
Yes. Once we have received an order and payment has been cleared, the invoice will be sent to you via email.

Shipping FAQs:

1. How do I change the shipping method?
Once you have placed an order, the shipping method should not be altered. However, you can still contact our Customer Service. Please do this as soon as possible during the order processing stage. It may be possible for us to update the shipping method if you cover any difference incurred in the shipping cost.

2. How do I change my shipping address?
In the event that you wish to change the shipping address after placing an order, please contact our Customer Service as early as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.

3. When will I receive my items after I place an order?
The duration depends on the shipping method and the destination country. Delivery times vary based on the shipping method used. If the package cannot be delivered on time due to flood, typhoon, storm, earthquake, severe weather conditions, or any other situation which cannot be foreseen or avoided, then delivery will be postponed. In the event of such delays, we will work on the issue until there is a positive solution.

4. Do you ship to my country and what are the shipping rates?
We ship worldwide. The exact shipping rate varies based on the item weight and the destination country. We will always suggest the most appropriate shipping weight for our customers to help to save money. Our goal is always fast and secure delivery of items to our customers. Please visit our shipping page for more details

5. Does the product price include the shipping price?
The product price does not include the shipping price. The online ordering system will generate a shipping quote for your order.

6. How do I know if my items have been shipped or not?
When your items have been dispatched, we will send a notification email to your registered email address. The tracking number. Once we provide you with the tracking number, you will be able to check the item delivery status online by accessing the website of relevant carrier.

7. Why is my tracking number invalid?
Please note that tracking number with standard shipping don't give a perfect details.
Clients that need a faster shipping way and want to track their parcel effectively, can adopt to Expedited Shipping method for their orders during the payment process.
We provide tracking number only with the Expedited shipping method via DHL service.

8. If Customs duties are incurred, who is responsible for them?
Customs is a governmental agency responsible for regulating the shipments entering a specific country or region. All shipments being sent to or from region must clear Customs first. It is always the buyer's responsibility to clear customs and pay the relevant Customs duties. TunisiaBazaar do not add taxes, VAT, duty, or any other hidden charges.

9. On the package, why do you declare a lower price for my order?
Different countries will have different import regulations. If the amount declared on the package is over a certain amount, it is possible that you will have to go to your local Customs office personally and be subject to import tax. Depending on the amount declared, this can be quite high. In order to protect you from these additional fees and to save you a trip to the Customs office, we will declare the package contents at a lower, more suitable level. The specific value declared is based on the specific import regulations of your country, the actual value of your order as well as the type and quantity of the products you have purchased.
When you tick the check box of our Sales Terms before placing your order, you are agreeing to a lower value declaration. We are still able to declare your order at its actual (full) value if you wish. Please note that this can only be done if you explicitly and clearly indicate your wish by emailing us before we dispatch your package-usually we have a handling period of 3 working days. However, if you are taxed due to the higher declared value of the order, it will be your responsibility to clear the goods from Customs and pay for all import duties and related expenses.
Please note that, under these circumstances, if there is an exchange or refund involved, any additional expenses will not be refunded by us.

10. If my items are detained by Customs, who is responsible for clearance of the items?
If the items are detained by Customs, the buyer is responsible for clearance of the items.

11. If a large order is delivered from Tunisia to my country, will Customs inspect my order?
Yes, this is possible. We suggest you can divide your orders into several smaller packages, which can then be shipped on different days to avoid possible seizure.

12. What if my parcel is seized by Customs?
If your items cannot be cleared through Customs, you will need to provide us with a letter authorized by Customs clearly stating why they seized it. You will then apply for a partial refund.

13. After payment has cleared, how long do I wait until my order is sent out?
Our handling time is 3 business days. This means that your item(s) will generally be sent out in 3 business days.

After Sales FAQs:

1. How can I cancel my order, before and after payment?
Cancellation before payment
If you have not paid for your order yet, then there is no need for you to contact us to cancel it. We do not process orders until a matching payment has been received for the order. If your order is more than a week old and is still unpaid, you will not be able to "reactivate" it by sending a payment, because the prices of the individual items may have changed, along with the currency conversions and shipping rates. You will need to submit the order again with a new shopping cart.
Withdrawing an order after payment
If you have already paid for an order and want to cancel it, please contact our Customer Service as soon as possible.
If you are not sure about an issue relating to your order or you wish to change it, please contact our Customer Service and put the order on hold while you decide. This will suspend the packaging process while you make changes.
If the package has already been dispatched, then we are not able to cancel or change the order.
If you wish to cancel an existing order because you are ADDING other products, there is no need to cancel the entire order. Simply contact out Customer Service and we will process the updated order, there is usually no additional fee for this service.
Generally, if your order is in an early part of the processing stage, you may still be able to change or cancel it. You can ask for a refund or provide the payment as credit for future orders.

2. How can I return purchased items to TunisiaBazaar?
Before returning any items to us, please read and follow the instructions below. Please make sure that you understand our return policy and that you meet all the criteria. The first step is to contact our Support Center, please provide us with the following information:
a. The original order number
b. The reason for the exchange
c. Photographs clearly showing the problem with the item
d. Details of the requested replacement item: the item number, the name, size
e. Your shipping address and phone number
Please note that we are unable to process any returned items which have been sent back without our prior agreement.
Once we have agreed to accept the returned item, please make sure you write a note in English containing your order number or PayPal ID so that we are able to locate your order information.
The return process can only be initiated within 7 calendar days upon receipt of your items. We can only accept returned products that are in their original condition.

3. Under which circumstances would an item be able to be exchanged or returned?

At TunisiaBazaarl, we pride ourselves in the quality of our handcrafted products.
Quality Issues:
Should you find any item to be materially defective, the item must be returned to us in the same condition as it was sent within 7 calendar days after receiving it, not used and with all the original conditions. Although we carefully check all merchandise for visible defects and damage prior to shipment, it is the buyer's responsibility to check the product upon its arrival to make sure it is free from any defects or problems. Damaged goods due to client negligence will not be accepted for refund.
Mis-shipment:
We will exchange your product in cases where the purchased product does not match the item ordered. For instance, it is not the dimensions, model that you ordered.
Please note:
All returned and exchanged items must be returned within 7 calendar days.
Returns and exchanges will only occur for eligible products. We reserve the right to refuse the return and exchange of any items that have been used, damaged, or is deemed unacceptable for return and exchange, we reserve the right to return to you any non-compliant pieces.