Our partner stores take care of the delivery. Your order is transmitted in real-time to the store and delivery happens within 60 minutes for instant orders. We may contact you in case of substitution or any other queries.

Payment options are Online Payment or Cash or Credit Card on Delivery or Smiles Points or Wallet and these options vary from store to store.

No difference! The prices are the same. The big advantage is that you do not have to waste time going to the store. Simply order all you need with just a few taps.

Your groceries will be brought to you as fast as possible; our partner stores will do their absolute best to deliver on time. However, this may be affected by delivery personnel availability and workload, roads or weather conditions, and the distance between the store and the delivery address. If there is any delay, we will make sure to inform you as early as possible.

You can track the status of your order by going to the "My Orders" menu item. You will also be notified via push notifications.

Once you have downloaded the app, simply select your current location to see the list of partner stores available around you. Pick a store and start your grocery shopping experience. It is that simple!

Yes, you can freely browse our app first before ordering. Once you open the app the first time, simply select "Explore and Register later" option. The app will ask you to select your location and will show you the available stores in the area. After choosing a store and adding the products you want to your basket, you will be prompted to enter your contact details to proceed to checkout.

Absolutely! You can create multiple delivery addresses based on your preference.

elGrocer prices are the same as you see in stores. Some stores require more delivery men that work in shifts. This means minimum orders and delivery fees vary according to the retailer you order from. Smaller stores take orders with basket values as low as AED30. While in the case of some retailers that deliver in the same building or within 500m there are no delivery fees. All delivery terms are shown as details for our listed stores as well as on your order summary screen, where you are prompted to confirm your order.

Absolutely. Products usually purchased are listed in Shopping history for easy selection.

The products you see in the app reflect our partner stores' inventories. We constantly update the products to provide accuracy and availability. If you cannot find what you need, please use the live chat feature so we can work with our partner stores to add the product (s).

If the store runs out of stock, you will get contacted and offered the option to select a substitute for the initial product.

Yes, simply can choose the delivery Day and time that is suitable for you from checkout page

Yes, simply go to "My Orders" and select Re-Order

Cancellation depends on the status of your order: - If your order is still under "pending" status, you can edit your order and cancel it - If your order is under the "accepted" status, it means that your order is still in the shop and can still be canceled. Please contact us over live chat so we can assist you - If your order is under the "En route" status, it means that the delivery team is already out for delivery. Canceling an order under this status works on a case-by-case basis. Please contact us so we can coordinate with our partner store.

We strongly recommend checking the products first. You have the option to refuse items if they are incorrect or in bad condition. Please contact us immediately so we can coordinate replacements with our partner stores.

No, the 1st SMS is likely to be from your bank, this is an amount we have requested to be on hold. The second SMS is from elGrocer, and this is the actual amount that we have charged your card at checkout in store. (After processing order with fresh items and OOS)

Your order will be cancelled, and the charges on your card will be cancelled.

The first charge will be cancelled automatically; we will only charge for the final amount of the edited order.

Yes, we will add the extra amount to charge your card once we check out from store.

Both your elGrocer and Smiles balance info can be accessed from the Profile menu within the elGrocer app.

After a maximum of three attempts your transaction will be declined, and the authentication service will be blocked. There is a period of 24 hours until you can try again the authentication. Only 3 OTP attempts are recognized in one day.

If you have both an elGrocer account and a Smiles account when opening the App, you will see the Earn & Redeem Login Banner. Once you click on the banner, you will be sent to a verification screen. The system will recognize you as Smiles, and you will receive an OTP message. After clicking ok and returning to the home screen, in the profile, you will see your existing balance from Smiles.

Primary and Linked accounts are a reference to Smiles accounts not elGrocer. elGrocer supports all Smiles accounts. Each account will access the same smiles balance they have on their Smiles app.

elGrocer does not distinguish between number types. Any number that can register for a Smiles account can Earn and Redeem points on the elGrocer app.

With every purchase, you will earn Smiles points that can be used for Grocery shopping, Smiles Food orders, and any other Smiles partner. You can also redeem your Smiles points when you are placing your orders with elGrocer.

Earning Smiles points will start after you have created your elGrocer account and chose to login to your Smiles account from within the elGrocer app.

Yes

Once you have linked your Smiles account with your elGrocer account by clicking on the Smiles banner, you will earn Smiles points with every dirham spent on the elGrocer app. Every AED 1 spent will earn 1 Smiles point. You can also earn points through many other ways through the Smiles App.

For each AED 1 spent on elGrocer, you will earn 1 Smiles point.

When using a promo code, you will earn the points on the amount paid after the discount.For example, you have a bill of AED 100, and you are using the code NEW10 for AED 10 off on your purchase. Upon introducing the code, you will pay AED 90 ONLY and you will EARN 90 Smiles Points.

When selecting to pay the order with Smiles points, you will NOT earn Points. When redeeming points, the earn feature does not apply. In a transaction you can either EARN or REDEEM.

There is no min order value to use the Smiles Points. However certain stores have a minimum amount to place the order. So, at this moment you need to have the entire amount for your order in Smiles points.

At the Checkout page within the elGrocer app, you will be presented with your Smiles balance. You can choose to purchase your elGrocer order by using your existing Smiles balance.

Yes, its possible

No.You earn 1 point with every 1 AED 1 spent. BUT it takes around 111 points to pay for 1 AED worth of groceries. It is as if you are getting a 1% cash back on your purchases.

All your Smiles points are governed through the terms and conditions stated in the Smiles App.

Your Smiles balance is directly connected with your elGrocer app. If you earn points by ordering and receiving elGrocer groceries, the points will be reflected on your Smiles App balance. If you redeem any points on the elGrocer app, the points will be reduced automatically from your Smiles balance within the Smiles App.

If an elGrocer order placed using Smiles points is canceled for any reason, the Smiles points will be returned to your Smiles balance.

48 hours (about 2 days)

When using a promo code, you will earn points on the amount paid after the discount. For example, you have a bill of AED 100, and you are using the code NEW10 for AED 10 off on your purchase. Upon introducing the code, you will pay AED 90 ONLY and you will EARN 90 Smiles Points.

When selecting to pay the order with Smiles points, you will NOT Earn Points. When redeeming points, the earn feature does not apply. In a transaction, you can either EARN or REDEEM.