FAQ'S

 

 

1

How do I order on suwaidionline.com?

It’s simple! Once you have found what you are looking for, all you need to do is:

Add items to your cart

Click to checkout

Confirm your billing & delivery address

Pay and await your speedy delivery

2

If I order from suwaidionline.com, what documents do I need to show at the time of delivery?

You just need to show valid ID(Emirates ID, UAE Driving License, Passport, etc) and email/SMS/print copy of your proof of purchase.

   

3

When can I order using suwaidionline.com?

 

We're online for you 24/7 - so you can browse and order any time you like.

   

4

How do I know suwaidionline.com has received my order?

We'll drop you a confirmation Email or SMS as soon as we receive an order. We'll also give you a call if you have made any special requests.

   

5

What if my stuff is different from what I ordered when it arrives?

What if my order is delivered wrong?

 

We hope this won't happen. We carry out quality checks and ensure your products are carefully packed and delivered to you in perfect condition. Although just in case your stuff arrives damaged, do not worry, just contact us at Technical Support and enter your order ID. We'll be happy to replace the item as soon as possible.

   

6

Can I cancel my online order?

 

It’s okay to change your mind, just let us know by writing to us at Technical Support and one of our Customer Care Representatives will get in touch with you to complete the process.

   

7

I've ordered a gift, can suwaidionline.com deliver it gift-wrapped?

We will be more than happy to giftwrap your order item(s), just mention this in the special request section when placing your order.

   

8

What if my order arrives incomplete?

 

Make sure you check your order when it arrives - if there's a problem, don't worry, just give us a call on 04 3988842 or write to us at Technical Support and we'll sort it out for you.

   

9

How do I know my online order has been confirmed?

 

As soon as we receive your order we'll confirm by email. Remember and check the details. If you have any special requests, our customer service team will give you a call.

10

Is there a minimum online spend?

 

Nope, spend as little or as much as you like.

   

11

If I order more than one product, will they all be delivered together?

 

Yes, all your products will be delivered together

   

12

Can I change my order delivery date/time?

 

Of course, if the time isn’t convenient for you anymore, please call 04 3988842 to reschedule.

13

Is it safe to use my credit/debit card on suwaidionline.com?

 

Yes, it’s perfectly safe. All the transactions are 3D secured.

14

What is a 3D secure payment gateway?

 

It’s a service designed to make online shopping safer - each time you use your credit card your identity is verified. We use TELR - the online payment gateway trusted by organizations across the region and beyond.

   

15

Will my details be shared with 3rd parties of the suwaidionline.com?

 

No - we respect your privacy and do not share your details with any third parties.

   

16

What is suwaidionline.com?

 

Simply put, it’s an online e-commerce portal that allows consumers to shop wherever they are in addition to the large number of physical Al Suwaidi stores across the UAE.

   

17

What do I do if I get a page load/ server error when I'm adding products to my cart?

 

You may want to check your internet connection or refresh your browser window

   

18

What ways can I pay on suwaidionline.com?

 

We have loads of safe ways you can pay: Credit Card, PayPal & Cash on Delivery.

   

19

Can I pay part online, part Cash on Delivery?

 

We're afraid not - please use one of our other multiple safe payment options.

   

20

Do I get a receipt for my online order?

 

Yes, as soon as your order is submitted and confirmed we will send you an email confirmation, you'll also get a printed copy when your order is delivered.

   

21

What happens if I lose my original order invoice?

Don't worry! We will email your order invoice to you and you can also view it in your order history when logged in to your account.

   

22

Iwas charged the wrong amount - what do I do?

 

This shouldn't happen, but if you feel there has been a mistake do write to us at Technical Support with your order ID and we'll sort it out for you at the earliest.

   

23

Does suwaidionline.com save my credit card details?

 

No we don't. We respect your privacy and do not share your details with any third parties.

   

24

What do I do if I pay but I do not get redirected to the website?

 

This shouldn't happen, however if it does take a screenshot of the error message and send it to [email protected] If the payment has failed due to interruption of internet connection please try again or check with your credit card provider to confirm if payment has been authorized. If you are still not sure, we'll be happy to help you get it sorted over the phone – Call 04 3988842.

   

25

What do I do if I confirm online payment but I don't get a confirmation email?

 

You should receive your email order confirmation from us within minutes of placing your order. Or one of our team will call to confirm over the phone. If you do not hear anything, please call us on 04 3988842 or write to us at Technical Support with your order ID and we'll replace it as soon as possible.

   

26

What if my order payment total is different on my credit card as compared to my online order?

 

Please call us on 04 3988842 or write to us at Technical Support with your order ID and we'll sort it out as soon as possible.

   

27

Do you have additional charges for different payment types?

 

No, you will pay the same amount irrespective of your mode of payment. The price remains the same for credit card purchases as well as cash on delivery.

   

28

Can I change my payment method once I've paid for my order?

 

Sorry. If you've already paid using your credit card or Paypal you can't change the payment method.

   

29

Where does suwaidionline.com deliver to?

 

We cover the entire UAE and GCC on special requests.

30

What types of delivery options does suwaidionline.com offer?

 
  • Free Shipping anywhere across UAE at your doorstep Next day or Maximum within 2-3 Working Days

  • Free Shipping Applicable for orders above AED 500

  • Delivery Charge of AED 15 applicable for orders below AED 500

  • Add AED 50 for Same-Day-Express-Shipping anywhere in Dubai and we will delivery your product at your doorstep

  • Add AED 150 for Same-Day-Express-Shipping anywhere across UAE

31

If I've ordered a huge product - will someone help me install it?

 

Yes, we'll be happy to help. Just select the Installation Option during checkout.  

   

32

Can I have my order delivered outside of UAE?

 

Yes we do deliver outside of UAE, you can write us a quick email at [email protected] and we will help you place an order online and deliver it to your location.

   

33

How much does it cost to deliver outside UAE?

 

It depends on the location where you wish to deliver. Our Customer Care Representative will help you with all the details, please write to us at [email protected]

   

34

I have a complaint - whom do I call?

 

04 3988842

   

35

Can I return an item if I'm not happy with it?

 

Yes, we value your purchase. However, Terms & Conditions apply.

   

36

How long do I have to return any of my order?

 

Within 5 working days from date of delivery and as per the return policy.

   
   
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