QualityFood.ae FAQ

 

At QualityFood.ae we hope that our services help make your shopping experience a great one.

There are lots of people involved in your online shopping journey, all dedicated to making sure you receive the best service and unique quality.

They receive your order, pick your shopping, pack the items, store the produce and then deliver to your doorstep.

From picking to packing, every staff member is given expert training, so you receive the service and shopping you expect from QualityFood.ae

Picking your Fresh Food
Our pickers always pick the freshest produce with the longest sell-by dates, carefully selecting fruits and vegetables, as if they were shopping for themselves.

They ask themselves 'would I buy it?' so they always send you groceries of the very highest quality.

Packing your shopping
When packing your delivery, our team is trained to separate food and chilled from dry, and to put heavy items at the bottom to avoid any squashing.

Climate - controlled vans
As well as packing your items separately, we also store everything in climate-controlled areas, even in our vans.

This means your shopping is delivered in top conditions and will arrive at the correct temperature.

Drivers are here to help
Our helpful drivers can deliver to your front door or your fridge door, wherever you choose. Just ask our driver next time you have a delivery.

Where we deliver
We Deliver in Dubai, Abu Dhabi, Sharjah,Al Ain and Ajman

Deliveries

Q.Do you deliver in my area?

If you are able to add a Food item to your Basket, that means your area is covered. For more information, please visit our "How it Works Page".

Q.What are your delivery hours?

We deliver every day of the week except on Friday, from 6am to 9pm. 
Delivery timeslots are available on a first-come-first-served basis.

Q.What are your shipping and handling rates?

No minimum order for Dubai. However, if an order is less than 150 AED we charge 35 AED delivery fees.We deliver across Dubai. 

Abu Dhabi, Sharjah: Next day delivery between 6:00 pm to 9:00 pm 

Cut-off for orders is 6 pm the night before otherwise the order will be delivered the day after.

No minimum order for Abu-Dhabi and Sharjah. However, if your order is less than 150 AED we charge 35 AED delivery fees.

On holidays, our delivery hours are subject to our holiday hours. 

Q.How do I select my delivery time?

Once you have finished your shopping and before check 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 0524352400  as soon as possible. We will assist you.

Q.Who can receive my delivery?

 Anyone available at the given delivery address.

Q.What if my delivery is late?

Please e-mail us at customer.service@qualityfood.ae or call our customer services on 0524352400  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.What's your return policy?

Return and Refund are possible, please visit our Refund Policy Page.

Q.How do you deliver?

Our delivery trucks are double compartments, fresh (+4) 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 Basket and are ready to complete your transaction, Select the 'Proceed to Checkout' button in the Basket 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), and Cash on Delivery &"Card 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 secure 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 secure 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 or car on delivery:


If you are not comfortable making an online payment on QualityFood.ae, 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 5000 AED. It is Flexible for cash or Card payment method. Foreign currency cannot be used to make a COD payment. Only Arab Emirates Dirhams (AED) are accepted.

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.Why is there a minimum basket charge and what is it?

At QualityFood.ae we are committed to serving you with the highest standards. Your order may, therefore, be subject to a Delivery Fees. Baskets of a smaller value would mean that the related costs to maintaining those standards would be unsustainable.

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 salable 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 via your registered email address. 

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.Our promise?

Our return policy is a 24 hours 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 +971524353400 or email us at customer.service@qualityfood.ae.

My Rewards

Q.How do I earn points when I shop on QualityFood.ae?

You will automatically and immediately earn points while shopping online, if the payment type is credit card .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 & vouchers online?

When you place an order, you can pay using one or more loyalty vouchers. Please input the voucher code in the corresponding payment section during your check-out.

Q.My e-voucher does not work

Please  contact us on +971524353400 or email us at customer.service@qualityfood.ae. as soon as possible. We'll be happy to serve you.

Q.How do I check My Rewards points?

In 'My Account' page, go to view My Rewards 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 Basket and are ready to complete your transaction, move your cursor to the top-right corner of the screen and click on the “Proceed to 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 can change this order by loging to your account. Please reach our customer service on +971524353400 or email us at customer.service@qualityfood.ae. 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 a different address?

Yes, the delivery address can be different from the billing address.

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?

Log to your account>> order History, if you are unable to locate it ,Please contact us  on +971524353400 or email us at customer.service@qualityfood.ae. 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 +971524353400 or email us at customer.service@qualityfood.ae

Shopping Basket

Q.How do I view what’s in my shopping Basket?

To view the content of your Basket, click on the trolley at the top right of the screen.

Q.How do I add items to my Basket?

Once you have chosen your item, click on the  + icon located next to the item and then press add to Basket. 

Q.How do I remove items from my Basket?

Go to your Basket by clicking on the trolley button on the top right side of your screen. To remove an item, click on Remove icon on the same line. The item will be removed from your Basket.

Q.How do I change the quantity of a particular item in my Basket?

Go to your Basket by clicking on the blue trolley button on the top right side of your screen. To change the quantity of an item in your Basket, 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 the associated subtotal amount will automatically change and reflect the correct amount of the quantity and the Basket value.

New customer Free Delivery, Saver Trial

Q.How do I benefit from a new QualityFood.ae customer?

 For any new customer on groceries, your first order above 100 AED  will be free Delivery automatically. please use  "My delivery" at checkout to avail a free delivery.