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FAQ

People will always seek help and advice. They are unwilling to pick up the phone, walk into a store, or wait hours (even minutes) for that information or insight to become accessible.

About Shop

What kind of products do you sell ?

We offer a wide range of items including groceries, cosmetics, electronics, and pet supplies. Prime Online is your one-stop shop for everyday essentials.

Do you provide free delivery ?

Yes! Orders above 150 AED qualify for free shipping. For smaller orders, a flat 15 AED delivery fee applies.

How long does delivery take ?

Most orders are delivered within 2–4 business days across the UAE. Delivery times may vary depending on product availability and location.

Do your products have multiple variants ?

Yes. Many of our items come in different sizes, colors, or styles. Please note that due to supplier limitations, some variant images may not always appear correctly — but rest assured, the correct variant will be shipped.

What payment methods do you accept ?

We accept all major payment methods, including debit/credit cards and online payments. You can also choose Buy Now, Pay Later installment plans with 0% interest.

Are your products authentic ?

Yes, all our products are sourced from trusted suppliers and undergo quality checks to ensure authenticity.

Can I return or exchange my order ?

Yes. We offer returns and exchanges in line with our return policy. Please contact our support team within 7 days of delivery for assistance.

How can I contact customer support ?

You can reach us through our Contact Us page, email, or WhatsApp. Our team is always ready to help you with any questions or issues.

Do you deliver outside the UAE ?

Currently, Prime Online delivers across the UAE only. We are working on expanding our services to other regions soon.

Can I track my order ?

Yes! Once your order is shipped, you will receive a tracking link by email or SMS to follow your delivery in real-time.

Do you offer bulk or wholesale discounts ?

Yes, for certain categories like food and groceries, we can arrange bulk purchase offers. Please contact our support team for more details.

How do I use a discount code ?

At checkout, simply enter your discount code in the “Discount Code” box and click “Apply.” The discount will be reflected in your order total.

What if I receive the wrong or damaged item ?

If you receive an incorrect or damaged product, please contact our support team within 48 hours of delivery. We’ll arrange a replacement or refund at no extra cost.

Do you offer gift wrapping or gift options ?

Yes, we provide gift wrapping for selected products. You can also add a personalized note at checkout to make your order special.

Do you offer Cash on Delivery (COD) ?

Yes, we offer Cash on Delivery for most orders across the UAE. You can pay conveniently when your order arrives at your doorstep.