Frequently Asked Questions
How does it work?
Once your order is placed online, our customer care team carefully reviews it. If anything requires clarification, we’ll be in touch. Your order is then prepared with precision and delivered at your requested date and time, either by our dedicated fleet or a trusted delivery partner.
Orders confirmed before 3 PM are delivered the next day across most of the UAE. For Al Ain, Fujairah, Ras Al Khaimah, Ajman, and Umm Al Quwain, please allow an additional day.
Where do you deliver?
We proudly deliver across all Emirates in the UAE. If you're located in a remote area, our team will be happy to confirm availability before you order.
Do you charge for delivery?
Yes. Delivery is AED 30. However, customers can redeem free delivery using 90 reward points.
What does the delivery fee include?
Our delivery fee reflects the quality and care we invest in every order. Unlike standard bike-led services, we operate with a dedicated fleet equipped for cold chain handling to maintain strict temperature controls throughout the journey.
This ensures that every product — especially perishables — arrives in pristine condition. Your order is not only delivered, it is personally managed with concierge-level service, tailored attention, and a deep commitment to excellence.
How does your Rewards program work?
Our Rewards program is our way of saying thank you. As a valued customer, you earn points with every purchase made through our website. These points can be redeemed for benefits such as free delivery (starting at 90 points), discounts on future orders, or exclusive gourmet treats.
Simply create an account and shop as usual — your points will be added automatically. You can view and redeem your rewards anytime from your 'My Account' page.
How do you guarantee freshness?
We source only the finest, freshest ingredients. Our cold chain is rigorously maintained, supported by training from leading French experts in cold chain solutions for the medical industry. Each item is packed under strict hygiene standards to ensure your order arrives in impeccable condition.
Can I order special items not listed on the website?
Yes. If you're looking for something specific that’s not on our site, reach out. With our direct weekly imports and global sourcing, we’re happy to explore your request.
How can I modify my order?
If you need to make changes, please contact us via phone or WhatsApp at +971521278682. Our team is here to assist.
Is the meat Halal certified?
Yes, all our meat is Halal and compliant with UAE regulations. We also offer a clearly labeled non-Halal section for transparency and choice.
Can I view and re-order previous purchases?
Absolutely. Simply log in and visit 'My Account' to view your order history and re-order with ease.
Do you offer yacht provisioning?
Yes. Our yacht provisioning service is designed to deliver exceptional quality and service at sea. Contact us for bespoke support.
What is your policy on refunds and returns?
We kindly ask that any concerns be raised upon delivery — either with our driver or via WhatsApp. Once accepted, products cannot be returned due to handling and storage sensitivity.
Items must be stored correctly: fresh goods at 0–5°C and frozen goods at -18 to -26°C. In the rare event of a wrong delivery or issue, we will accept returns at no charge. Please take photos and contact our support team immediately.
Refunds are processed via the original payment method or issued as a gift card, as per your preference.
How are the products packed?
All items are packed in food-grade, recyclable packaging to ensure freshness and sustainability. To protect temperature-sensitive items, we use Styrofoam boxes when necessary. These can be returned to us for reuse. We aim to minimize plastic and use paper-based materials whenever possible.