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Groceries and Fresh Food FAQs

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Deliveries

Q. Do you deliver in my area?
If you are able to add a Food item to your cart, that means your area is covered. For more information, please visit our Groceries page.
Q. What are your delivery hours?
We deliver every day of the week except on Friday, from 9am to 10pm.
Delivery timeslots are available on a first-come first-served basis.
Q. What are your shipping and handling rates?
Shipping rates vary according to the total value of your order and according to the type of product(s) you have ordered:

  COD handling rate is worth 5AED (For Electronics & other non-food items only).
  Delivery of Electronics & other non-food items is FREE OF CHARGE if your order value exceeds 150AED.
  Delivery of Food & Groceries is 25 AED if your order value below 450 AED.
  Delivery of Food & Grocery products is FREE OF CHARGE for your First Order and for order values that exceeds 450AED.
  Delivery of both Electronics & other non-food items and Food & Groceries products follows the same above rules. The delivery charges are calculated separately, although the order includes both types ot products.
Q. What is the minimum basket charge?
There is no minimum basket charge for Food orders.
Q. How do I select my delivery time?
Once you have finished your shopping and you have started checking out, you will be requested to select your delivery slot.
Q. Can I change my delivery time?
If we have not started preparing your order yet, we can still change your delivery time.
Please call our customer services on 800-732-32 as soon as possible. We will assist you..
Q. Who can receive my delivery?
Anyone available at the given delivery address, and providing his/her ID for verification purpose.
Q. What if my delivery is late?
Please contact us on this page www.carrefouruae.com/contact-us, or call our customer services on 800-732-32 as soon as possible. We will assist you.
Q. What if I have missing items?
It can happen that we are unable to find one or more items of your order. In that we case, our team will call you to inform you.
Q. I have unwanted or damaged items?
During the delivery, you can decide to reject any item that does not suit your expectations. This will be recorded in our system by the delivery team. Please make sure to sign on the device screen for the refund to be automatically processed.
Q. I haven't received my discounts
Our system might face technical issues.  Please contact us on this page www.carrefouruae.com/contact-us, or call our contact center on 800-732-32 as soon as possible. We will assist you.
Q. What's your return policy?
Return and Refund is possible upon approval within 7 days of purchase. Kindly visit our stores after sales desk and please make sure to have the order confirmation and the delivery note for our colleagues to assist you.
Q. How do you deliver?
Our delivery trucks are double compartments , fresh (+4) and frozen (-18) to guarantee a maximum freshness and food safety.

Payment & Checkout

Q. How do I check out?
Once you have finished adding items to your shopping cart and are ready to complete your transaction, Select the 'Checkout' button in the cart area. Follow the steps by entering the requested details for your delivery and the payment details until you receive the order confirmation and the e-mail summary of your order.
Q. What credit card/debit cards do you accept for payment?
We accept the following payment methods: credit cards (Visa and MasterCard), PayPal and Cash on Delivery.
  Credit cards: we accept payments made using Visa and MasterCard.
To pay using your credit card, after accepting the Terms and Conditions, you will be redirected to our secured payment gateway page. You will need your card number, expiry date, and the three-digit CVV number (found on the backside of your card). After entering these details, you will be redirected to your bank's page for entering the online 3D secure password according to the terms of your bank. Please wait till the page comes back to the order confirmation.
  Debit cards: We accept payments made using Visa and MasterCard.
To pay using your debit card, after accepting the Terms and Conditions, you will be redirected to our secured payment gateway page. You will need your card number, expiry date, and the three-digit CVV number (found on the backside of your card). After entering these details, you will be redirected to your bank's page for entering the online 3D secure password according to the terms of your bank. Please wait till the page comes back to the order confirmation.
  Cash on delivery (Electronics & other non-food items only):
If you are not comfortable making an online payment on carrefouruae.com, you can opt for the Cash on Delivery (COD) payment method instead. With COD you can pay in cash at the time of actual delivery of your order to your doorstep, without requiring you to make any advance payment online. The maximum order value for Cash on Delivery (COD) payment is 2500 AED. It is strictly a cash-only payment method. Foreign currency cannot be used to make a COD payment. Only Arab Emirates Dirhams (AED) are accepted.
Q. Are the prices on the website the same as in-store prices?
Store prices are guaranteed online: you are charged for the same price you would be at the store in your area.
Q. When does the refund happen in case of a failed or unsuccessful transaction?
For any failed or unsuccessful transaction, there is no refund process to go through. The amount will automatically be reversed into your bank account within the next working day.
Q. What is the weight variance?
As we sell perishable items for which the weight is variable, the actual price is not known until we have prepared and weighed your order. Your order will be increased up to 120% of the estimated cost of scalable items. Upon delivery, we automatically refund you with the difference between the order and actual cost. You pay exactly for what you get!
Q. How do I get a receipt?
You will receive by email the order confirmation that summarizes your order and the payment details. When your shopping is delivered, you will be given a detailed delivery note of your received order by the driver.
Q. When does the refund happen in case of a failed or unsuccessful transaction?
For any failed or unsuccessful transaction, there is no refund process to go through. The amount will automatically be reversed into your bank account within the next working day.

Return & Refunds

Q. Which documents do I need to bring to store for a refund or exchange?
The order confirmation and the delivery note are both mandatory for any refund or exchange to be proceeded.
Q. Our promise?
Our return policy is a One Week Exchange and/or Refund upon approval.
If for some reasons, you are not satisfied and you wish to return your purchase, you’ll need to call our customer services on 800-732-32 or contact us on this page www.carrefouruae.com/contact-us.

MyCLUB

Q. How do I attach MyCLUB card to my account?
You can attach your loyalty card to your account while registering on carrefouruae.com or by visiting your account page.
Q. How do I earn points when I shop on carrefouruae.com?
You will automatically and immediately earn points while shopping online, if the payment type is credit card or paypal. However, with the Cash on Delivery payment mode, your points are credited to your loyalty account once we receive the payment.
Q. How do I redeem my coupons & MyCLUB discounts online?
When you place an order, you can pay using one or more loyalty discounts. Please input the MyCLUB discount code in the corresponding payment section during your check-out.
Q. MyCLUB discount code does not work
Please contact us on this page www.carrefouruae.com/contact-us, or call our contact center on 800-732-32 as soon as possible. We'll be happy to serve you.
Q. How do I update MyCLUB card details?
In 'My Account' page, go to MyCLUB card profile and update your details.
Q. How do I use MyCLUB card?
If your MyCLUB card is attached to your account, you don't have to worry. You will earn points automatically each time you shop and according to the Terms and Conditions.
Q. How do I check MyCLUB points?
In 'My Account' page, go to view MyCLUB points history, you will see all details of your orders with the earned points

My Order

Q. How do I place an order?
Once you have finished adding items to your shopping cart and are ready to complete your transaction, move your cursor to the top-right corner of the screen and click on the “Checkout” button. Follow the steps by entering the requested details for your delivery and the payment until you will receive the order confirmation and the e-mail summary of your order.
Q. How do I add to, or amend my order?
Once your order is confirmed and you have received the order confirmation, you cannot change this order. Please contact us on this page www.carrefouruae.com/contact-us, or reach our customer service on 800-732-32 as soon as possible. We'll be happy to serve you.
Q. How will I know that you have received my order?
Once you complete the checkout process, the order confirmation page will appear with your order reference. The same will be immediately sent to you by email. Please keep the order reference in case you need to contact us. (Please be sure you enter your e-mail address correctly on the order form so we can be sure to deliver your confirmation to you.)
Q. Can I order to a different address?
Yes the delivery address can be different from the billing adress.
Q. Can I change my delivery address?
Yes, you can. Give us your new delivery address. You can even make it your new default one.
Q. How is my order confirmed?
Once you receive your order confirmation, it means your order is confirmed.
Q. How do I see my order history?
In 'My Account' page, go to 'Order history', you will see all your orders.
Q. How do I check my delivery time?
In 'My Account' page, go to 'Order history', then select your order you will find at the top of the item list the delivery time.
Q. How do I cancel my order?
Please contact us on this page www.carrefouruae.com/contact-us, or reach our customer service on 800-732-32 as soon as possible. We'll be happy to serve you.
Q. How do I return products?
If for some reasons you are not satisfied and you wish to return your purchase, you’ll need to reach our customer service on 800-732-32 or contact us on this page www.carrefouruae.com/contact-us.

Shopping Cart

Q. How do I view what’s in my shopping cart?
To view the content of your cart, click on the blue trolley at the top right of the screen.
Q. How do I add items to my cart?
Once you have chosen your item, click on the blue trolley icon located next to the item.
Q. How do I remove items from my cart?
Go to your cart by clicking on the blue trolley button on the top right side of your screen. To remove an item, click on the bin icon on the same line. The item will be removed from your cart.
Q. How do I change the quantity of a particular item in my cart?
Go to your cart by clicking on the blue trolley button on the top right side of your screen. To change the quantity of an item in your cart, move your cursor to the box that appears beside the "Qty" for this item click the negative ( - ) or positive ( + ) box. Once you do this, the quantity and associated subtotal amount will automatically change and reflect the correct amount for the quantity and the cart value.

My Shopping List

Q. How is my first shopping list updated?
If you are a MyCLUB member, we will prepare your first shopping list with the items you regularly buy from our Stores.
Q. How can I create a shopping list?
To create a shopping list, click on the grey "list icon" next to the cart button. Then click on create a new shopping list.

New customer Free Delivery Saver Trial

Q. How do I benefit as a new Carrefour groceries customer?
For any new customer on groceries, you first order will be free automatically.