Welcome to CityMoments - Online Watch Store

FAQ's

I made my first purchase and received a confirmation SMS/Email. What should I do? 
Congratulations on your first purchase with citymoments.com. Unless prompted, you need not respond unless called by the Customer Service team or asked to specifically. This is to confirm that we have received your order and it is being processed for delivery.


How many days would it take to receivemy order?
Please expect 3 to 4 business days for receiving an item bought on citymoments.com. Unfortunately however, delays might occur for a variety of reasons, and for that we apologize. Reasons for this could include, but are not limited to: there could be unprecedented volumes in delivery from the courier company or other unforeseen delivery schedule issues, and even at times delays from the buyer side such as missed communication to confirm purchase or to schedule a delivery time among other things. However as a first step, don’t worry your purchase on citymoments.com is secure and it’s our aim to provide you with the best shopping experience and we take your receipt of an item within acceptable timeframes very seriously. Should you have any concerns you can reach our Customer Service Team through the Contact Us page via the options listed there. We’re always here to help you.


I am still worried! What if my item gets lost? 
There’s no need to worry. An item is only considered delivered when we have your signature on the delivery note and the item is in your hands. For whatever the reason, if an item does get lost you will receive a full refund of your money if you have paid through electronic means (Credit or Debit Card, other payment cards) and in the event that you chose Cash on Delivery (COD) then you are not liable to make a payment or penalized for a non-delivered item.


Is there any difference between an item bought from citymoments.com or through any of its retail outlets? 

citymoments.com is an online shopping platform that strives to offer the best online shopping experience to its customers. The items remain the same as that is sold through our retail stores; however the advantage of buying online at citymoments.com is that you get a chance to shop at the convenience and comfort of your own place: be it home, office or even on the go. The item is delivered to your location free of cost or you can choose to collect from any of our listed locations. What’s more, you get attractive discounts too based on the chosen model.


Okay, this isn’t what I bought? 
Never fear, we will help you in correcting that should this be the case. Also as a citymoments.com shopper you have the right to return an item within Four (4) days even if it is the exact same item you have ordered so long as it meets our return policies namely being in the same condition received and with the original packaging intact.


Okay, but what if I decide after Four (4) days I don’t want the item, if it was a store, I have up to 30 days, what happens then? 
Yes you can - if your item is faulty or not in working condition due to a product defect or not functioning as it is supposed to - then you can still return it and we will arrange a pickup of the item or you can return it to any of our listed location and your money will be refunded. However if there is nothing wrong with the item, then our policy permits only to exchange the item for some other item of the same value or more (the extra amount shall be paid appropriately) either online or through any of our listed locations for the same value. For both these options, please contact our Customer Service Team through the Contact Us page via the options listed there.


I still want the item despite the fault, what happens then? 
We can arrange a replacement or even at times an item might be repaired or fixed. To do so please contact our Customer Service Team through the Contact Us page via the options listed there.


I’ve changed my mind; can I return what I’ve bought? 
Yes you can. We want to offer you, our valued customers, the peace of mind of shopping with us and also we fully understand that sometimes you might change your mind on a bought item. If after making the purchase online and you still have not received the item, you could still cancel your order. If you have paid through electronic means (Credit or Debit card, other payment cards) then the money would be refunded, but due to individual card providers, the amount may take time to reflect in your card statement. If you wish to return the item after receiving it, you have up to Four (4) days to do so, so long as the item is in the same condition as received and with the original packaging intact. To do so, please contact our Customer Service Team through the Contact Us page via the options listed there.


Do I get the full amount returned/refunded to me for a Returned item? 
Shipping fees, if any, will be deducted from the amount, but you will receive a refund for the balance. This fee will be waived if the item was not as advertised, defective or not functioning as advertised. So basically if it is a return because you have simply changed your mind then the shipping fees, if any, will be retained by citymoments.com and we just refund you the item amount paid as long as it is in line with our Return Policy.


What Guarantee and/or Warranty are offered on items sold on citymoments.com? 
Any item bought from citymoments.com comes with a conditional Guarantee of one (1) year from the date of purchase. For claiming the Guarantee you must present the item with the valid proof of purchase. The one (1) year Guarantee does not cover the following: (i) Accidental damage to glass, bracelet, strap, attachments and battery (ii) Damage caused due to mishandling, opening/ tempering of the watch by personnel other than that of authorized service centers (iii) Scratches on the case and band due to continuous use of the watch (iv) Damage due to natural disasters like Fire, Flood or Earthquake (v) All finishes and plating other than plating process defects and so on. While customer satisfaction and delight is pursued as our top priority, these conditions prevent potential misuse and guarantees timely settlement of grievances in each and every genuine case.


Are all the items sold online at citymoments.com are genuine? 
citymoments.com is a reputed watch retailer operating for more than a decade in the GCC countries. We never sell any fake items through any of our stores. Rest assured that whatever you buy online or through our retail stores are genuine products which are guaranteed by the brand principals and ensured by us. Please read ‘Our Story’& ‘About us’ sections on the website to know more about us and our business ventures worldwide.


Can I replace an item? 
Our policy permits only to exchange the item for some other item of the same value or more (the extra amount shall be paid appropriately) either online or through any of our listed locations for the same value. To do so,please contact our Customer Service Team through the Contact Us page via the options listed there. 


Why do you sometimes ask for a copy of my credit card and/or an Identification Card such as a Passport copy, do you not trust me? 
This is for your protection as much as ours, as well as all our buyers to ensure that an item bought on citymoments.com using electronic means such as Credit or Debit cards is genuinely the card of the actual buyer and not related to a lost, stolen or fraudulently-used card. In effect, it is an extra layer of verification as part of our secure shopping environment and authentication process and security levels.


I am still not comfortable with you having this level of information on me? 
Unfortunately it is required at times, and in the case of Credit Cards we only ask for the front-page of the card. However if you have concerns regarding this you can also opt to use Cash on Delivery (COD) or even walk-in to pay at any one of our listed locations in UAE.


How much time it takes to resolve the complaint registered with your Customer Service?
We take complaints, if any, very seriously and ensure that the complaints are resolved to your satisfaction within a reasonable timeframe depending on the type of complaint. In any case, we assure you that the case will be closed satisfactorily within 7 business days. During this period, you can also contact our Customer Service Team through the Contact Us page via the options listed there to know the status of your complaints.


Why is the Courier Company calling me? 
This is to arrange a delivery time for the ordered items. Please respond to all such calls in a timely manner so as not to cause a delay in your order. If for some reasons, you could not answer calls then please ensure to call back the courier company and schedule the delivery. This is required because, after three unsuccessful attempts to reach you, the courier company would return the courier back to our warehouse. Also please make sure you are available at the agreed time and location confirmed with the courier company to arrange receipt of your order


I need to make some changes; can I edit the details of my account and/or change address, name and password? 
Of course you can. Log-in to your account and you can do most edits yourself except things like Email ID which requires you to contact the Customer Service Team.


I really need to make changes to my contact details such as username and email ID? 
You can edit changes to most of your account on your own however for email ID and username please contact the Customer Service Team through the Contact Us page as you cannot do so by yourself.


Can I buy and have items delivered to a country that is outside the ones where Citymoments is located? 
Unfortunately, no; you can only buy from the country you have registered at.


I have forgotten my account password. What can I do? 
That’s not a problem; there are also two ways to reset your password: Users can click “Forgot Your Password?” tab on citymoments.com login page and enter the registered email address. User will receive an email instruction for resetting the password. You can also contact the Customer Service Team through the Contact Us page (Inquiry form or Phone) and a member of our team can assist you in resetting your password by sending you an email to do so in your own privacy. 

What is citymoments.com? 
citymoments.com is the online sales portal of City Moments Trading LLC and is designed in continuation with its policy of serving customers from the comfort of their homes, offices or even on the go! We strive to create an online shopping experience wherein our customers can login to our store either as a guest or a user, make the purchase and choose the payment/ delivery options. Our core philosophy that the relationship with our customers begins with a purchase, motivate us and ensure that we offer them competitive prices, variety of brands, best in class after sales service and so on. All these distinctions set us apart from other retailers who are either only online or offline.

 

Do you have a Physical Store? 
Yes. We have a number of physical stores in UAE and are listed below. You can walk-in any of these stores to collect your order, pay for it, return the watch and other services listed above. Our objective is to create a seamless shopping experience for you that transcend the boundaries set by pure online or offline stores.


ABU-DHABI

City Moments – Al Wahada Mall

Mob: +971554720358

 

City Moments – Lulu, Khalidiya Mall

Mob: +971554720359

 

City Moments – Mazyad Mall, Musaffah

Mob: +971554720342

 

City Moments – Lulu Hyper Market, Baniyas

Mob: +971554720353

 

AJMAN
 

City Moments – Lulu Hyper Market, Ajman

Mob: +971554720366

 

DUBAI
 

City Moments – Lulu Hyper Market, Qusais
Mob : +971554720355

 

City Moments – Lulu Shopping Centre, Karama
Mob: +971554720823

 

City Moments – Lulu Village, Sonapur
Mob: +971554720362

 

SHARJAH
 

City Moments – Lulu Hyper Market, Maysaloon, Sharjah
Mob: +971554720364

 

FUJAIRAH
 

City Moments – Lulu Shopping Mall, Fujairah
Mob: +97155420372

 

How do I buy items online? 

It is very easy. Simply register for an account at citymoments.com and then browse the site and purchase whatever you want. You have a host of payment methods available to suit your individual needs or budgets, the widest range of product, and after making a purchase you will receive your selected items via a courier company delivered direct to your doorstep as per the address you specified – at your convenience or choose to collect from any of our listed retail stores.


What about support or any interaction I need with citymoments.com? 
Firstly, you are the reason we are here; to support and serve you in every way possible. Contact our Customer Service Team (all contact details and methods are listed under our Contact Us page) and we will be delighted to offer you any service or support possible. We are available to answer your queries from Sunday – Thursday, 9 am – 7 pm.