FAQ Page

Payments

Which currency can I pay in?

You can currently pay in LKR only. However, we do accept worldwide payments through Global Visa and Mastercard.

How do I make a payment?

To make a payment;

• Select cart
• Click “Proceed to checkout”
• Enter delivery address for home delivery / select pick-up location
• Click “Continue to payment”
• Review order and select payment method (Credit/ Debit Card)
• Submit card details
• Click “Make Payment”

Can the payment method be changed after an order has been placed?

No. Unfortunately, once the order has been placed, the payment method cannot be changed.

What payment methods offered by Tribe?

Tribe offers the following payment methods:

• Credit Card / Debit Card
• Bank Transfers
• Cash on Delivery 

Which credit cards are accepted for payment?

Tribe accepts all major credit cards supported by VISA and Mastercard. Unfortunately, Amex card payments are not accepted as at now.

Your card details will be protected using the PCI DSS Compliance (The Payment Card Industry Data Security Standard) used by our payment gateway partners.

Will Tribe keep my credit card details once the transaction is completed?

We do not retain your credit / debit card information after an order is completed; it is submitted directly to our payment gateway partners for payment processing.

You can be assured that every credit card transaction on Tribe occurs within a secure environment.

Furthermore, your card details will be protected using the PCI DSS Compliance (The Payment Card Industry Data Security Standard) used by our payment gateway partners.

Shipping and delivery

I received an “Order Confirmation” email. When will I receive my item?

Your order will be delivered to you within 4-5 working days following the order confirmation email.

Will I get a call before delivery?

Not as standard procedure. As we work with multiple delivery partners, each of them have their own channels of communications, such as SMS, emails, or calls.

Typically, they do contact the customer, prior to their arrival, but we cannot guarantee that. If you are not available at the time of the delivery attempt, they will try to contact you. If they are unable to reach you, the courier partner will attempt a re-delivery at a later time.

How do I track my order?

You can track your order by clicking on ‘Profile’ (top-right corner). Select ‘Orders’ in the drop down menu to view details of your purchases.

Select the item / order you want to track and click “View”. The current status of the order (pending pick-up / in-transit / delivered) will be displayed against it.

What if I’m not at home during delivery?

If you are not available at the time of delivery, our courier partner will schedule a re-delivery attempt at another time.

What are the operating hours of Tribe delivery service?

Because we work with multiple delivery partners, the operating hours for each delivery partner may differ. However, you can expect your item to be delivered between 8:30am to 7:30pm

Our delivery partners may contact you prior to the delivery attempt in order to coordinate the exact time of delivery.

I received a delivery confirmation email, but I have still not received my item?

In such cases, we advise you to check with friends or family members at your pickup location in case they have accepted the parcel on your behalf.

If you still fail to locate your parcel, you can reach out to our customer care team here, and we will be happy to assist you.

I ordered multiple items but received only one. Why?

Generally, we try to bundle all items to one delivery as much as possible (where multiple sellers are involved). But there can be instances where lead times differ between sellers. At such times, you may receive the items of your order across multiple deliveries.

However, if you ordered all the items from one seller and still find some items missing in your parcel, then please reach out to our customer care team by clicking here, and we will resolve the matter for you right away.

Can I pick my order from any of the Tribe stores?

Yes, you can. All you have to do is select ‘store pickup’, and the store you wish to do the pickup at, when placing the order.

Is it possible to get next day delivery?

Tribe does not offer next day delivery as a guaranteed service at the moment. However, please be rest assured that we will try our best to ensure your parcel is delivered within the promised delivery time or with some luck, before.

What is the delivery fee charged by Tribe?

Delivery charges for individual orders are based on the rate structure give below;

• Delivery within Colombo - Rs 250

• Delivery outside of Colombo - Rs 300

• Cash on Delivery - Rs 300 

Returns / Exchanges

How can I request a return for my order?

If you want to return a product, feel free to drop your request to our customer care team by clicking here and we will assist in returning your order.

For more details on the returns process, please refer to the Return & Exchange policy.