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Frequently Asked Questions

Common Questions

1.What brands are available in Rothana Store? Our main brands include MK professional “Majestic Keratin”,COSMO9, UNEX professional, Kruger.

2.Why are Rothana's products different? a.Being a manufacturer, we are able to stay on top of the industry latest formulations b.Our products undergo continuous improvements c.Our goal is to always use very high quality ingredients that are safe d.Quality and customer satisfaction come first e.We offer a wide variety of formulas that don’t exist in any U.S. brand f.All of our treatments works in the Hair Cortex and hair cuticle g.All of our treatments works on improving the quality of the hair by returning keratin, proteins and all good nutrients into the hair shaft and strengthen the bonds between the keratin molecules

3.What is the shelf life of your products? Our products have been tested to have at least a 3-year shelf life if unopened and stored at normal room temperature, during which they will retain their integrity and perform as expected. If your product looks and smells the way it normally does, it is good to use.

4.How should I store my products? Majestic Hair and Skin Care products are very temperature sensitive. Store at room temperature. Humidity and heat will change the texture of the product.

5.Can I get a list of ingredients for your products? You may find the full list of ingredients listed on every product page.

6.How will I know which product is right for me? You can message us with any questions and we typically respond very quickly. You can call us at +971 (0) 55 60 44 389 for an immediate response during business hours.

7.Who can use the Majestic Biotin hair therapy? • The Biotin dose that is infused directly into the hair shaft strengthen and reduce hair loss • Treatment can be used on all types of hair.

8.Who should use MK Biotin hair therapy? •Damaged hair & Curly Hair •Frizzy Hair •Hair that need to be straightened •Customer Experiencing Hair breakage and hair loss

9.How to use Mk Hair Products? Please find our video for more instructions:

10.Where are your Products made? All of our Hair products are made in the USA. Kruger Food products are made in Germany.

11.I have a question , and I can't find the answer here. How can I get in touch? We'd love to hear from you! Just call us on +971 (0) 55 60 44 389, and we'll do our best to answer your question.

Orders

12.How to make a purchase? Shopping on rothana.com is easy: •Log in to rothana.com •To add items to your shopping cart, click on “Add to cart" for the item you wish to purchase. •To change the item quantity, key in the desired number of units in the "Quantity" field. •To review the items in your cart, click on the "cart" icon located at the top right of the page. •Click on "Checkout" to fill in your shipping and billing information. •Please review your order and total amount before clicking on "Confirm" to complete your payment.

13.How long does it take to confirm my orders? Once you have completed the checkout process and we successfully received your order, you will receive an order confirmation email.

14.Can I cancel my order? You may cancel your order if the items have not yet been dispatched from the warehouse. However, if your parcel has already left the warehouse, we are unable to cancel the order. If you would like to cancel your order, kindly contact +971 (0) 55 60 44 389 from 9:00am-5:00pm Monday - Friday (excluding public holidays) to be advised on whether your order can be cancelled.

15.Do I have to register in rothana.com to place an order? Yes, you need to register an account with us to place an order. This allows you to track order statuses, enjoy member benefits and save time by not having to re-enter your personal information when making future orders.

Payment

16.What and where is my order confirmation number? The order confirmation number begins with "EC" and can be retrieved: •In your order confirmation email •When you view "My Orders" under “My Account”

17.What kind of payment do you accept? We currently accept Visa/Mastercard payment, Payment by link and CASH on delivery.

18.What should I do if my payment is declined? If payment is declined, please contact your bank or credit card company first. Payment authorisation is between our banking provider and your financial institution. If you encounter any further difficulties or have any additional questions, please call us at +971 (0) 55 60 44 389 or email: info@rothana.com

Delivery

19.How can I get free delivery? Delivery is FREE for every purchase from the website!

20.How long does it take for orders to arrive? -within (2-3 business days in the main areas - twice per week if not in the main area) from the confirmation of the order where all ordered goods are physically in stock on the date of ordering.

21.Can I collect orders directly at your counter? Yes, we have self-collection service at our counter.

22.Do you ship internationally? Delivery to international addresses is currently not available.

Returns

23.What happens if I am unhappy with product I purchased or I changed my mind? We strive to ensure your complete satisfaction when shopping with ROTHANA. If you are unsatisfied with your order, you may request to return your items and get a refund. Kindly complete the Return Form and email it to us at info@rothana.com. Upon acceptance of your return request, our e-fulfilment partner will make arrangements to pick up the items on your preferred date and time. Please be advised that the items must meet the following conditions before any refund will be issued.

24.What do I do if I have an allergic reaction? The ingredients of the product are listed on the page to help you identify any sensitivities with certain ingredients. Different skin types and skin conditions may react differently to our products and brands. It is always best to know and understand how your skin reacts to different products and ingredients. If you experienced an allergic reaction after using our products, please contact our Customer Service Center at +971 (0) 55 60 44 389 from 9:00am-5:00pm Monday - Friday (excluding public holidays) or email us at info@rothana.com with a detailed description of what occurred along with pictures. We will do our best to find an appropriate solution. In certain instances, a medical certificate may be requested to verify if it is the product that caused the allergic reactions.

Account

25.What should I do if I have a problem in logging into my account? Make sure you are logging in with the same email address and password you registered with. If you are unable to recall your password, click on "Reset Password" link on the log in page. You will be prompted to enter your email address and a link will be sent to you to create a new password for your account. If you continue to experience problems, please contact our Customer Service Center at +971 (0) 55 60 44 389 from 9:00am-5:00pm Monday - Friday (excluding public holidays) or email us at info@rothana.com

26.How do I change or update my personal Details? To update your personal details, please login to your account, click on your name on the top right hand corner of the page. Click on “Edit Account” and then proceed to update your personal information.

27.Why should I sign up for an account? You need to register an account with us to place an order online. This allows you to track order statuses, enjoy member benefits and save time by not having to re-enter your personal information when making future orders.

Privacy

28.Is my personal information secure? The information you supply is confidential. Personal information will only be used by ROTHANA for order shipments or customer service according to the Personal Data Protection Act. Your credit card details are secured by SSL-encrypted technology and will never be stored online or accessed without your permission. Please refer to our PRIVACY POLICY for more details.