Frequently Asked Questions

 

 

General

What are your opening and closing timings?

You can order online though our website at any time. Sunday delivery is only available for Sushi & seafood platter in Dubai. Customer service contact Monday through Saturday from 8am to 8pm. Sunday from 11am – 8pm.

Where is your store?

Our warehouse is located in Dubai Investment Park, for self-pickup Monday – Saturday from 10 am – 3 pm. Click here for the exact location.

How to contact Fresh Express Online?

Email: customerservice@freshexpressonline.com

Phone call: 800 FRESH (80037374)

LiveChat. You’ll find us in the bottom right corner of the screen

Instagram: Freshexpressonline

How do I change my order?

Please contact us on 800 FRESH (80037374).

How do I add to my order?

Please contact us on 800 FRESH (80037374).

Is there an order deadline?

Order daily by 3pm and receive your order the next day within Dubai & Abu Dhabi. For Sharjah deliveries, place your order by 3pm, and receive it on Monday, Wednesday, or Saturday.

You can cancel your order within 3 hours of placing it on our site. Please contact us on 800 FRESH (800 37374) or email customerservice@freshexpressonline.com if you wish to cancel.

What does Pre-Order mean?

In order to get the freshest and best quality products for our customers, certain items will be ordered in weekly from our suppliers. Pre-orders are taken on Sunday for Thursday delivery, and Wednesday for Sunday deliveries. Items which are pre-ordered will be clearly marked, and the freshest products delivered to you in our next possible delivery.

Charges by weight

We will charge customers only by the weight of the actual product for items such as seafood, fruit, vegetables etc. We will be in contact with you when there are such items in your order and let you know the exact weights and charges.

Are your products halal?

Yes, all of our meat and poultry is halal.

Who picks my orders?

We have a fully trained team with years of experience who will carefully pick your orders with care, and abiding by quality and health and safety standards.

Where do you source your products from?

Fresh Express exports high quality food products to the GCC and Indian Ocean countries. We have a designated professional team who are well experienced with all requirements for exporting to insure the timely process of shipping and delivering orders to the highest standards, from itemizing, packaging and labelling, to the swift handling of clearance requirements and follow up through to delivery.

 

Delivery

How long does delivery take?

Order daily by 3pm and receive your order the next day within Dubai & Abu Dhabi. Orders placed after 3pm will be delivered within 2 days. For Sharjah deliveries, you will receive your order only on Mondays, Wednesdays, and Saturdays. For Ras Al Khaimah, Ajman, Fujairah, and Al Ain deliveries, you will receive your order only on Mondays. For our sushi platters, we offer same day delivery, so place your order any day of the week and we will deliver between 2pm and 9pm on weekdays or between 12pm and 9pm on weekends. Seafood platters are available for next day delivery.

For all orders, you can choose your preferred date and time of delivery upon checkout.

Which cities do you deliver to in the UAE?

We currently deliver to Dubai and Abu Dhabi daily, Sharjah on Mondays, Wednesdays, and Saturdays, and Ras Al Khaimah, Ajman, Fujairah, and Al Ain on Mondays only.

Can I choose my delivery day and time?

Yes, we have the option for you to choose your preferred time and date of delivery upon checkout for all orders. However, kindly note the delivery dates and times for the city which you are located in.

Is there a minimum order value and delivery charge?

Yes, there is a minimum order value of AED 200. Delivery is free.

If I placed an order for a platter today, when will I receive it?

For sushi platters, you will receive your platter the same day you placed the order between 2pm and 9pm on weekdays, or between 12pm and 9pm on weekends. Seafood platters are only for next day delivery. You now have the option to select your preferred date and time of delivery at checkout for your platters. Please place orders by 8pm to receive them by 9pm.

Are platter deliveries available for all your delivery locations?

No, platter deliveries are available only in Dubai to maintain the freshness of our platters.

Can I track my order?

Yes, just log on to your Fresh Express Online account and go to your Orders, and you’ll be able to see the status of your orders or contact our customer service.

Do you deliver to all areas in the cities that you deliver to?

Unfortunately, we currently do not deliver to all areas in the cities that we deliver to. In Abu Dhabi, we do not deliver to Al Rawais, Al Marfa, Tarif, Westin Marina Zayed, Liwa, Al Hamra, and Al Sila. In Fujairah, we do not deliver to Al Qurayyah and Mirbah, and in Sharjah we do not deliver to Kalba and Khor Fakkan.

 

Payment

How do I pay for my order?

You can pay cash or card on delivery, or you can pay via secure online card payment as long as your order does not contain any items charged by weight (as prices may alter later based on weight).

Which payment method do you accept?

We accept credit cards (Visa & MasterCard) or cash on delivery.

I have a coupon to use, where do I use it?

Yes, coupons can be added at checkout.

 

Returns & Refunds:

Please check returns & refunds policy here.

I cancelled an order which was made using online payment. When will I get my money back?

Once you order is cancelled you will be notified. Refund will be done only through the Original Mode of Payment. For card payments, refunds will take 7 to 14 working days.

 

Fresh Express Quality

Are your facilities certified for hygiene?

Our logistics operation is fully in-house, as we own and operate a fleet of over 90 temperature controlled trucks, employ highly trained clearance teams based in the main UAE ports, and have a specialized exports team to ensure effective processing of shipments through customs. As a thoroughly modern company, environmental sustainability is a top priority. This is conveyed through a traceability system to all products.

How do you meet quality and sustainability standards?

Our customers expect no less than superb quality standards in all the products we offer, and we take pride in conforming to their expectations through our carefully selected supplier network. The safety, reliability, healthiness, and sustainability of food are top priorities for Fresh Express. We regularly enhance our control and inspection systems relating to environment and product quality, which is carried out by our team of specialists throughout the year. We are in pursuit to acquire more extensive ISO, HACCP and other certifications for quality assurance, sanitary management, and sustainability.

Fresh Express Grade A certification is the endorsement by Dubai Municipality for meeting their stringent standards in food safety and hygiene.