Where and How we Deliver
Delivery Coverage
- We currently deliver within the United Arab Emirates only.
- Available delivery options and cut-off times are shown at checkout and depend on your location and order time.
- Delivery is available to all Emirates: Dubai, Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah (RAK), Umm Al Quwain (UAQ), Al Ain, Al Ghadeer, and Fujairah.
- The delivery options and fees displayed at checkout reflect current availability. If a delivery option does not appear at checkout, it is not currently available for your location or at this time.
Delivery Options & Timelines
Same-Day Delivery
- Abu Dhabi Same-Day Delivery is available for orders placed by 9:30 AM for AED 33.
- Dubai and Sharjah Same-Day Delivery is available for orders placed by 12:00 PM for AED 33.
- Dubai Express Same-Day is available for orders placed by 3:00 PM for AED 37.
Your same-day order will arrive between 3PM-11PM (Express: 7PM-11:59PM).
Next-Day Delivery is available across all Emirates. Place your order by 5:00 PM and receive it the next business day for AED 30.
Delivery windows are assigned based on your location and shown at checkout. Cut-off times above are firm. Orders placed after cut-off are processed on the next working day.
Not all delivery options are available at all times or in all locations. The options shown at checkout reflect what is currently available for your order. If a delivery option is not showing at checkout, it is not currently available.
Delivery options may be adjusted during religious observances (such as Ramadan), public holidays, regional disruptions, or periods of high demand. We will always show you what is available before you confirm your order.
Important notes:
- Delivery timelines are estimates, not guarantees. While we aim to deliver within the stated windows, occasional delays may occur due to traffic, weather, or operational reasons.
- Orders placed after cut-off times or on UAE public holidays are processed on the next working day.
- Delivery timelines may be affected during peak periods, promotions, or public holidays.
- Orders requiring multiple packages may be delivered separately. Each shipment may incur a separate delivery fee.
Delivery Windows by Emirate
Next-day delivery windows vary by location. Below are the available time slots:
Dubai and Abu Dhabi offer the most flexible delivery windows: 3AM-6AM, 6AM-9AM, 9AM-12PM, 12PM-3PM, 3PM-7PM, and 7PM-11PM.
Sharjah, Ajman, and Al Ain have delivery windows at 3AM-7:30AM, 9AM-12PM, and 12PM-3PM
Ras Al Khaimah (RAK) deliveries are available during 3AM-7:30AM, 9AM-12PM, and 12PM-3PM
Umm Al Quwain (UAQ) and Al Ghadeer: a delivery window from 7PM-11PM
Same-day delivery windows (Dubai, Sharjah, Abu Dhabi): 3PM-11PM.
Express same-day (Dubai only): 7PM-11:59PM.
Sunday delivery windows (Dubai, Abu Dhabi): 6AM-11AM, 11AM-5PM, 5PM-10PM.
Deliveries in other Emirates are not available on Sundays.
Delivery Fees
Next-Day Delivery: AED 29
Same-Day Delivery (Abu Dhabi, Dubai, Sharjah): AED 33
Express Same-Day (Dubai only): AED 37
Additional notes on delivery fees:
- All delivery fees are displayed at checkout before you confirm your order.
- Maximum weight per package is 7 kg. Orders exceeding 7 kg may be split into multiple packages, each subject to its own delivery fee.
- Additional weight beyond 7 kg per package is charged at AED 2.50 per additional kg.
- Cash on Delivery (COD) orders include an additional handling fee of AED 10 per transaction, shown before you confirm your order.
- Delivery fees are non-refundable unless the delivery failure was our fault (for example, delivery outside the confirmed window, or the entire order was defective).
Holiday & Peak Period Surcharges
During major UAE public holidays, delivery services are paused. Orders placed during these periods will be processed and delivered on the next business day.
Orders placed before the cut-off time on the last working day before a public holiday will be dispatched as normal. Orders placed after that cut-off, or during the holiday period itself, will be dispatched on the first working day after the holiday.
Ramadan Operating Hours
During the holy month of Ramadan, our warehouse and logistics operations run on adjusted hours:
- Warehouse hours: 5:00 AM to 2:00 PM (Sunday to Thursday)
- Outbound / collection cut-off: 2:00 PM.
- Orders placed after 2:00 PM will be processed and dispatched the following working day.
During Ramadan, some delivery options (such as same-day or next-day) may be temporarily unavailable. The delivery options shown at checkout reflect what is currently available. If a delivery option does not appear at checkout, it is not available at this time.
Please plan ahead during Ramadan to allow for adjusted processing and delivery timelines.
Cash on Delivery (COD)
We offer Cash on Delivery in eligible UAE locations.
- Please ensure the exact amount is available at the time of delivery. Our drivers do not carry change.
- A COD handling fee of AED 10 applies per transaction.
- Repeated refusal of COD orders (two or more refusals) may result in COD being permanently disabled on your account.
- COD is not available for re-deliveries. Re-delivery orders must be prepaid online.
Orders
How we handle orders
Order Updates & Tracking
- Once your order is confirmed, you will receive SMS updates about your delivery status.
- Tracking details are provided where available.
- Our delivery partner will not call you unless required for location purposes.
Please ensure the phone number on your account is correct and able to receive SMS.
Delivery Attempts & Failed Deliveries
Our delivery partner will attempt delivery within the selected delivery window.
- If you are not available, our driver will attempt a 2nd and 3rd delivery on the same day within the same delivery window where possible, or during the next available slot, or within 72 hours. After 3 failed attempts, the order will be returned to our warehouse.
- Same-day deliveries: If you are not available, our driver will attempt a 2nd and 3rd delivery on the same day within the same delivery window where possible, or during the next available slot, or within 72 hours. After 3 failed attempts, the order will be returned to our warehouse.
If delivery cannot be completed after all attempts:
- The order may be returned to our warehouse.
- A re-delivery fee will apply if you wish to have the order sent again.
- If the items have expired or are no longer in sellable condition due to the delay, no refund will be issued.
Incorrect Delivery Address
It is your responsibility to provide a correct and complete delivery address at checkout.
Before dispatch:
- If you realise your address is wrong before your order is dispatched, contact us immediately. We will update it at no extra charge where operationally possible.
After dispatch:
- We will attempt to redirect the delivery where operationally possible, but this is not guaranteed and may incur additional delivery charges.
- If an order is delivered to the address you provided (even if that address was incorrect), no refund or free re-delivery will be provided.
- If the order cannot be delivered and is returned to our warehouse, a re-delivery fee applies.
Goods delivered to an incorrect address and no longer retrievable:
- Once our delivery partner has successfully delivered to the address provided at checkout, confirmed by a timestamped delivery photo, our obligation is fulfilled.
- If the goods are subsequently lost, taken, or are no longer at the delivery location, Fooddepaux is not responsible and no refund, replacement, or free re-delivery will be issued.
- This applies regardless of whether the incorrect address was provided by mistake.
- If you wish to place a new order to the correct address, we are happy to assist. Standard product and delivery charges will apply.
We strongly recommend double-checking your delivery address at checkout. Address changes after dispatch may not always be possible depending on where the order is in the delivery process.
Proof of Delivery
Our delivery partner captures a timestamped photo upon successful delivery, showing the package at the delivery location. This photo serves as proof of delivery.
If you instructed delivery to be left at the door, with a concierge, or with a third party, responsibility for the order transfers to you upon delivery. We are not liable for theft, spoilage, or damage after the package has been left as instructed.
Early Morning Deliveries
For deliveries scheduled in the early morning time slots (before 7:00 AM), our delivery partner will not ring the doorbell or collect COD payments. Packages will be left at the door.
Damaged or Broken Items (During Delivery)
If your order arrives damaged or broken, please notify us within 24 hours of delivery with your order number and clear photos showing the issue.
We'll review and resolve the issue in line with our Returns, Refunds & Exchanges Policy.
Refused Deliveries
If a delivery is refused at the door, delivery charges will still apply.
Delivery charges will not apply where refusal is due to:
- delivery arriving outside the confirmed delivery window, or
- visible damage to the package that occurred during transit.
In all other cases of refusal, we reserve the right to charge the full delivery fee and deduct it from any refund or store credit issued.
Orders Cancelled While Out for Delivery
Once an order is out for delivery, it can no longer be cancelled.
If an order is cancelled at this stage, delivery charges may still apply, except where cancellation is due to delivery arriving outside the confirmed delivery window.
Missed Deliveries & Re-Delivery
Please ensure someone is available to receive your order during the selected delivery window.
If delivery cannot be completed due to:
- no one being available at the delivery address,
- the delivery address being inaccessible (gate code not provided, building access restricted, etc.),
- incorrect contact details preventing the driver from reaching you, or
- refusal to accept the delivery,
a re-delivery fee will apply. Re-delivery is subject to stock availability and delivery scheduling.
If you have selected "leave at door" and are unavailable, the package will be left at the door at your own risk.
Remote & Special Locations
For locations (such as remote areas, islands, or buildings with restricted access), Delivery to remote areas is not available through checkout. If you are located in a remote or restricted-access area and would like to place an order, please contact us at support@fooddepaux.com and we will do our best to arrange delivery for you.Risk of Loss
Responsibility for your order transfers to you once it has been successfully delivered to the address provided (or left according to your delivery instructions). Once delivery is complete, we are not responsible for loss, theft, or damage.
Fuel Surcharge
A fuel surcharge may be applied to delivery fees on a monthly basis, calculated based on changes in official UAE fuel prices. Any applicable fuel surcharge will be reflected in the delivery fee shown at checkout.
Contact Us
For delivery enquiries or to report an issue:
Email: support@fooddepaux.com
Website chat: fooddepaux.com