Delivery FAQ

Delivery Schedule

Emirate Day Time
Dubai Sunday to Thursday 9:00 am to 1:00 pm
1:00 pm to 5:00 pm
5:00 pm to 9:00 pm
Abu Dhabi Sunday to Thursday 9:00 am to 1:00 pm
5:00 pm to 9:00 pm
Sharjah Sunday to Thursday 9:00 am to 1:00 pm
Al Ain Thursday 9:00 am to 1:00 pm
Ajman Tuesday and Thursday 9:00 am to 1:00 pm
Um Al Quwain Tuesday 9:00 am to 1:00 pm
Ras Al Khaimah Monday 1:00 pm to 5:00 pm
5:00 pm to 9:00 pm
Fujairah Tuesday 9:00 am to 1:00 pm

Please note:

  • If you place your order by 2pm, we deliver the next day.For orders placed after 2pm we will deliver within 48 hours.

  • Friday and Saturday we do not deliver, therefore your last order to receive products before Friday is Wednesday at 2pm.

  • Pick-up is not possible

  • We don’t have a physical shop

Things you need to know before placing an order

 How long will it take to receive my order?

In stock orders made before 2pm will be delivered the next day for addresses in Dubai, Abu Dhabi city and Sharjah.

If you place your order between 2pm on Wednesday and 2pm on Saturday the delivery will be on Sunday.

For orders in Umm Al-Quwain, Ras Al Khaimah, Fujairah and Al Ain, the standard delivery time is 3-5 days.

At the moment we don’t delivery during public holidays.

Can I choose the time of the day I want my order delivered?

When submitting your order  you can select your preferred delivery window, we will do our best to accommodate your request, though sometimes our drivers are delayed by traffic, bad weather, or other factors we can’t control.

How can I pay for my purchases?

We do accept card/debit payment through Visa and MasterCard and cash on delivery.

What are the delivery fees?

Deliveries within Dubai, Sharjah and Abu Dhabi are free for orders above 300 AED. We charge a flat rate of 25 AED on purchases below 300 AED.

Deliveries within Umm Al-Quwain, Ras Al Khaimah, Fujairah and Al Ain are free for orders above 500 AED. We charge a flat rate of 35 AED on purchases below 500 AED.

Do you deliver to other locations besides homes?

Yes. We can deliver to your work or any address within our delivery range. We cannot deliver to a P.O. Box.

 

Things you need to know after placing and order 

How do I know that The Honest Counter has received my order?

You will receive an email confirmation as soon as your order has been accepted.

Can I cancel or change my order?

If you change your mind, you can cancel or change your order within 30 minutes from placing it. Just send an email to orders@thehonestcounter.com with the reference number of your order. Your transaction will be refunded using the original method of payment.

How can I get in touch with the driver?

Only if you have already placed an order and need to get in touch with the driver, contact our delivery partner Transcorp at 800 244 55. Please specify that you have placed an order with The Honest Counter. No general enquiries at this number.

Do I need to be home when my delivery comes?

We’re happy to leave your order with a maid, a security guard or a friend if necessary. You can leave us instructions when completing your order. If your order contains perishable food items, please also alert the person who is receiving the order on your behalf, so they can take appropriate measures to store the items at the right temperature after delivery.

How long will my groceries stay fresh if left outside?

We advise that you place all perishable items in the refrigerator immediately upon delivery. If they are left at room temperature for more than 2 hours they should be discarded.

What happens if I miss the delivery?

Depending on the overall delivery schedule, the driver might get in touch with you to try a second attempt on the same day. If you miss it, the items will be returned to our warehouse and we will schedule a delivery for the next day, which will be charged as a new delivery.

Things you need to know after receiving your order

Can I return an item if I change my mind?

Our products have to be stored in a temperature-controlled environment. Therefore we cannot accept returns.

I have not received all the items in my order, what should I do?

Hopefully, this never happens. However, if any item is missing please let us know and we will be happy to track this down for you and process a refund. Just send an email to orders@thehonestcounter.com with the reference number of your order and we will get in touch with you.

The items received are incorrect, what should I do?

Hopefully, this never happens. However, if you are not happy with one of the items, get in touch with us and we will assist you. Just send an email to orders@thehonestcounter.com with the reference number of your order and we will get in touch with you.

Can I get a refund?

Depending on the reason we will either replace or refund the products:

  • We sent you the wrong product – We will be happy to replace or refund the wrong products.
  • The product is defective – We are happy to replace the products at our expense. We will only process replacements for products that are returned in full and kept refrigerated where applicable, as these products will be analyzed.
  • The product has been damaged in shipping or tampered with – We will be happy to replace the products at our expense or refund them, provided that you immediately inspect the shipment upon delivery and notify the delivery person of the issue right away.

We will process refunds through the original payment method.

Can I return the delivery cartons?

Yes! Upon delivering your order, we’re happy to take back the empty cartons. You can also return them during your next delivery and we’ll reuse them if clean and in good conditions, otherwise we will recycle them.

 Can’t find the answer you’re looking for? Contact us at info@thehonestcounter.com