Frequently Asked Questions

Q. How do I check out?

As soon as you have finished adding items to your shopping cart and are ready to place an order, Select the ‘Checkout’ tab. Follow, the steps by entering the requested details for your delivery and the payment details until you receive the order confirmation and an e-mail summary of your order.

Q. Are there any hidden charges when I make a purchase online?

There are NO hidden charges when you make a purchase on www.freshleafuae.com. The price you see on the product page is just what you pay.

Q. What credit card/debit cards do you accept for payment?

For convenience of our valued customers, we offer following four methods of payment. Clients can choose as per their convenience:-

Cash on Delivery: We respect your concern if you don’t want to make an online payment on www.freshleafuae.com . You can opt for the Cash on Delivery (COD) payment method instead at the time of delivery of your order at your doorstep. It is strictly a cash-only payment method.

Please note:

  • Foreign currency cannot be accepted to make a COD payment. Only Arab Emirates Dirhams (AED) are accepted.
  • Cash on delivery method is currently available for Dubai only.

Credit Card on Delivery: For your further convenience we also provide credit card payment on delivery which assist you to make your payment through Credit or Debit card at your doorstep.

Payment Through Online Link:  We are 100% secure to conduct an online transaction. Customers can make online payment via a secure link generated through trusted gateway.

Online Payment at Checkout: Our website now supports secure online payments directly at checkout using debit or credit cards. With a valid SSL certificate and end-to-end encryption, your transaction is completely safe and protected.

Q. Can I return an item if I'm not satisfied with it?

Yes, but only at the time of delivery. If you’re not happy with the freshness or quality, simply return it to the delivery person right away.

Q. Do you accept returns after delivery?

No. Due to the perishable nature of our items, we do not accept returns once the delivery is completed.

Q. How are refunds processed?

Refunds are processed via your original payment method or credited to your Fresh Leaf Wallet. This typically takes 24 hours to 10–14 working days.

Q. What if my order was edited and I paid in advance?

If your order was changed (e.g., an item removed), any partial refund will be issued following the same refund policy and timeline.

Q. What happens if I prepaid but didn’t receive the delivery?

If a delivery attempt is made but the customer is unavailable or refuses to receive it, delivery charges or expenses may be deducted from the refund.

Q. How do I request a replacement?

Notify our delivery team during delivery or contact our support at +971 55 446 6860 or [email protected] for prompt assistance.

Q. How do I get a receipt?

You will receive an electronic receipt on your registered email address, including the order confirmation, order summary and the payment details. When your shopping basket is delivered, you will be given a detailed delivery note of your received order by the driver.

Q. Am I safe to conduct any online transactions?

Yes, your safety is our priority. All the details and information provided by you on freshleafuae.com is secured and is encrypted. Your information is not shared with any 3rd party.

Q. Is it safe to make an online purchase through my credit/debit card online?

When you use your credit card, all your data is encrypted to the highest standard and held on a secure computer that means it’s protected from hackers and criminals. All data is hosted by our Merchant payment gateway. NO credit card details are stored within our systems or computers, it’s one more assurance that when you place an order with www.freshleafuae.com. IT IS ABSOLUTELY SAFE AND PROTECTED.

Q. Do I have to register before I can shop?

For your convenience, if you do not wish to register you can browse our e-shop and add to your cart as a Guest. However, we highly recommend you to register with us as you will notified about the upcoming deals and promotions and also be eligible to enjoy regular benefits.

Q. Can I get a free Home Delivery ?

For orders above following value, free home delivery is offered. For orders less than mentioned value, delivery charges will be added in total :-

AREA

MIN ORDER (AED)

DELIVERY CHARGES

Al Ain

250

100

Umm Al Quwain

250

50

Ras Al Khaimah

250

50

Sharjah

250

30

Fujairah

300

50

Ajman

250

35

Dubai

65

25

Abu Dhabi

300

50

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 reach our customer service on +971 55 446 6860 as soon as possible. We are more than 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. Please note down the order reference in case you need to contact us. Furthermore, you will receive a confirmation order on your registered email confirming your order. Accordingly, please be sure you provide your valid and correct email address on the order form so we can be sure to deliver a confirmation to you.

Q. Can I order to a different address?

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

Q. How do I see my order history?

Visit www.freshleafuae.com , log in and go to ‘My Account’ page, go to ‘Order history’, and you will be able to see all your previous orders.

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

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

Q. How do I add items to my cart?

Once you have selected your item(s), click on the Add to Cart tab located next to the item, and it will be added to your cart.

Q. How do I remove items from my cart?

Go to your cart by clicking on the trolley button on the top right side of your screen. To remove an item, click on the View Cart, here you will find the x sign besides the item. Click on the sign and 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 trolley button on the top right side of your screen. To change the quantity of an item in your cart, click on the View Cart, here you will find the Quantity option where you can click the negative (-) or positive (+) box to change the quantity. 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.

Q. How long does it take to receive my order after I have placed it online?

All orders are prepared as soon as the order is received. However please refer to the below time slots for delivery time slots.

 

Delivery Time Slots

9 am – 12 pm

1 pm – 4 pm

5 pm – 8 pm

 

We don’t and cannot guarantee that the delivery time frames will be met as there may be factors outside of our control that may result in early or delayed deliveries.

Q. What if I need to change my address or suspend delivery of my order?

Please reach our customer service on +971 55 446 6860 within the same day. One of our customer service agent will be happy to serve you.

Q. How can I track my order?

+971 55 446 6860 within the same day. We’ll be happy to serve you. You can also check the order status by logging in to your account.

Q. Which areas do we deliver?

Deliveries are available in Dubai and all across UAE. However, there are some areas we are currently not delivering. To check if we are covering your area, simply go to www.freshleafuae.com and insert your address.

The system will tell you immediately whether we are delivering to your area or not yet.

Moreover, in Abu Dhabi we are delivering daily now.

Q. How do I check my delivery time?

You can check your delivery slot in our account page / history, or call our customer services on +971 55 446 6860. We will assist you. You can also check the delivery time mentioned on your confirmation email.

Q. Who can receive my delivery?

Anyone available at the given delivery address.

Q. What if my delivery is late?

+971 55 446 6860 as soon as possible one of our customer service agent will be happy to serve you.

Q. What if I receive the wrong item?

The driver will do his best to replace it immediately. If the driver has left, please reach our customer service on +971 55 446 6860 as soon as possible.

Q. How to unsubscribe to the Newsletter?

Please e-mail us at [email protected] or call our customer service on +971 55 446 6860

Q. I am having problems registering.

Please reach our customer service on +971 55 446 6860.

Q. What if I forget my password?

If you have forgotten your password, you can create a new one by clicking on the “Forgot your password?” Link under the email field. You will receive an email in your email box with a link to create a new password.

Q. I am having problems signing in to my account. I received the error message: “Sorry, but we couldn’t sign you in.”

Please re-check the email address and password you have entered. If you have forgotten your password then please click on the ‘Forgot your password?’ link. If the problem continues to persist, please call our customer service on +971 55 446 6860, and our customer service representative will be happy to assist you.

Q. How do I update my personal details?

Go to www.freshleafuae.com , log in and go to ‘My Account’ page, go to Account Information, you will be able to change/update your details.

Q. How do I change my address?

In ‘My Account’ page, go to Address book, you will be able to edit your address.

Q. How often will I receive marketing emails from FreshLeaf?

We will send you regular updates through email about great promotions and changes to the service we provide you.

Q. How do I unsubscribe from marketing emails?

To unsubscribe from our emails, you can click on the link at the bottom of our emails and your subscription will be canceled