Frequently Asked Questions

Ordering & Account

 

1. How do I place an order?

You can browse our online store, add items to your cart, and proceed to checkout. Follow the steps to confirm your order.

 

2. Do I need to create an account to shop?

You can shop as a guest, but creating an account allows you to track orders, save addresses, and enjoy faster checkout.

 

3. Can I edit or cancel my order after placing it?

Orders can be modified or canceled within 30 minutes of placing them. After that, changes may not be possible.

 

Delivery & Shipping

 

1. What areas in the UAE do you deliver to?

We currently deliver across major Emirates in the UAE, including Dubai, Abu Dhabi, and Sharjah. We’re expanding our delivery network soon to cover all Emirates nationwide.

 

2. How long does delivery take?

Delivery typically takes up to 24 hours. Deliveries to remote or less accessible areas may take up to 72 hours.

 

3. Do you offer same-day or express delivery?

Yes, same-day delivery is available in select cities for orders placed before the applicable cutoff time shown at checkout.

 

4. What are your delivery charges?

Delivery charges are calculated and displayed at checkout. Free delivery is offered on orders above AED 100.

 

Payments

 

1. What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as secure digital payment options like Apple Pay and Google Pay. All payments are securely processed through Stripe.

 

2. Do you offer Cash on Delivery (COD)?
No, we do not offer Cash on Delivery. All orders must be paid online using the available card and digital payment methods at checkout.

 

3. Is it safe to pay online?

Yes, all payments are encrypted and processed safely via Stripe, our trusted payment partner.

 

Products & Availability

 

1. What happens if an item I ordered is out of stock?

If an item is unavailable, we will either replace it with a similar product or issue a refund.

 

2. Do your products have expiry dates?

Yes, all products have clearly marked expiry dates on the packaging. We ensure that all items are delivered fresh and well within their expiry period.

 

3. Do you sell organic and imported products?

Yes, we stock a wide range of organic and imported items.

 

4. Can I request a product that’s not listed?

Yes, please contact customer service and we’ll do our best to add it to our store.

 

 

Returns, Refunds & Replacements

 

1. What is your return policy?

We do not accept returns on any food products, including non-perishable items, to ensure safety and hygiene.

Refunds are only offered for damaged items. If you receive a damaged product, please send us a photo by email at contact@themeramarket.com, and we will process your refund.

 

2. How do I request a refund or replacement?

To keep things simple and sustainability-conscious, if you receive a damaged item, just send us a photo by email. We’ll process your refund without needing you to send it back, as long as the item is unopened.

 

3. How long does it take to process refunds?

Refunds are processed within 7–10 business days depending on your payment method.

 

Bulk Orders

 

1. Can I place a bulk or corporate order?

Yes, we accept bulk and corporate orders. Please contact us for a custom quotation.

 

Customer Support

 

1. How can I contact customer service?

You can reach us via email, at contact@themeramarket.com.

 

2. What are your customer support hours?

Our team is available 9 AM – 9 PM, 7 days a week.

Others

 

1. How do I track my order?

You will receive tracking details via email once your order is dispatched.

 

2. Do you follow hygiene and safety measures during delivery?

Yes, we follow strict hygiene standards, and our delivery staff are trained in safe handling.

 

3. Do you deliver during public holidays or Ramadan?

Yes, we deliver during public holidays and Ramadan with adjusted timings.