Customer service

Returns & Exchanges

We are happy to assist you and manage all your requests for return and/or exchange!

From the day you receive your item, our return policy is valid for 7 days.

Item(s) purchased on Carrefouruae.com may be returned and/or exchanged either by pickup or directly in your nearest Carrefour hypermarket.

Please ensure that returned item(s) are supplemented with your order confirmation, a copy of your delivery note along with all accessories and free of charge gifts.

If you have received an item(s) that is defective (e.g. delivered with ripped or missing parts, or other damage) it may be returned for a replacement or full credit upon approval.

Please remember:

  • The item(s) should be in its original and unopened packaging, along with the corresponding original order confirmation, delivery note, accessories and free gifts.
  • For a pickup service, delivery charges may apply.

For further information, please do not hesitate to contact us. We’ll be happy to serve you.

Our Returns and Exchanges promise:

7 Days Returns
From the day you receive your item, our return policy is valid for 7 days.

Easy Returns and Exchanges
You can visit us in any Hypermarket in the UAE.

Get a refund
If the item is defective on delivery* (upon approval of after sales service).

Frequently Asked Questions (FAQs)

Q. How do I check out?

Once you have finished adding items to your shopping cart and are ready to complete your transaction, Select the 'Checkout' button in the cart area. Follow the steps by entering the payment details until you receive the order confirmation and the e-mail summary of your order.

Q. Are there any hidden charges when I make a purchase online?

There are NO hidden charges when you make a purchase on carrefouruae.com.
The price you see on the product page is exactly what you pay. Delivery charges may vary depending on the type of item you shop. For further information about our delivery charges, please click here. 

Q. What credit card/debit cards do you accept for payment?

 We accept the following payment methods: credit cards (Visa and MasterCard), PayPal and Cash on Delivery.
Credit cards: we accept payments made using Visa and MasterCard.
To pay using your credit card at checkout, you will need your card number, expiry date, three-digit CVV number (found on the backside of your card). After entering these details, you will be redirected to the bank's page for entering the online 3D secure password.
Debit cards: We accept payments made using Visa and MasterCard.
To pay using your debit card at checkout, you will need your card number, expiry date, three-digit CVV number (optional for Maestro cards). You will then be redirected to your bank's secure page for entering your online password (issued by your bank) to complete the payment.

Q. Are the prices on the website the same as in-store prices?

 Store prices are guaranteed online: you are charged for the same price you would pay in store.

Q. When does the refund happen in case of a failed or unsuccessful transaction?

For any failed or unsuccessful transaction, there is no refund process to go through. The amount will automatically be reversed into your bank account within the next working day.

Q. How do I get a receipt?

 You will receive by email the order confirmation that summarizes your order and the payment details. When your shopping is delivered, you will be given a detailed delivery note of your received order by the driver.

Secure online payments

Safe and Secure Online Payments

You can pay for your purchases online using any of the following major credit/debit cards:

  • Visa Card
  • Mastercard
   
 

All payments are done via Emirates NBD, operating on a professional third party: Network International payment gateway.
In case of refund, it will be done on the same credit/debit card. It takes 2 working days to proceed from our side and then it will be credited back to your card according to your bank timing.
We take online security extremely seriously. Our entire website is coded with HTTPS to ensure your safety in every facet, including the route of CyberSource. This is why, when you use your credit/debit card, all your data is encrypted to the highest standard and held on a secure computer that means it's protected from hackers and criminals. All data is hosted by the Network International payment gateway. NO credit/debit card details are stored within our systems or computers It's one more assurance that when you place an order with Carrefouruae.com, it's absolutely secure.


Frequently Asked Questions (FAQs)


Payment & Checkout

Q. How do I check out?

Once you have finished adding items to your shopping cart and are ready to complete your transaction, Select the 'Checkout' button in the cart area. Follow the steps by entering the requested details for your delivery and the payment details until you receive the order confirmation and the e-mail summary of your order.

Q. Are there any hidden charges when I make a purchase online?

There are NO hidden charges when you make a purchase on carrefouruae.com.
The price you see on the product page is exactly what you pay. Delivery charges may vary depending on the type of item you shop. For further information about our delivery charges, please click here.

Q. What credit card/debit cards do you accept for payment?

 We accept the following payment methods: credit cards (Visa and MasterCard), PayPal and Cash on Delivery.

  • Credit cards:
    We accept payments made using Visa and MasterCard.
To pay using your credit card at checkout, you will need your card number, expiry date, three-digit CVV number (found on the backside of your card). After entering these details, you will be redirected to the bank's page for entering the online 3D secure password.
  • Debit cards:
    We accept payments made using Visa and MasterCard.
To pay using your debit card at checkout, you will need your card number, expiry date, three-digit CVV number (optional for Maestro cards). You will then be redirected to your bank's secure page for entering your online password (issued by your bank) to complete the payment.
  •  Cash on Delivery:

    If you are not comfortable making an online payment on carrefouruae.com, you can opt for the Cash on Delivery (COD) payment method instead. With COD you can pay in cash at the time of actual delivery of your order to your doorstep, without requiring you to make any advance payment online.
The maximum order value for Cash on Delivery (COD) payment is 2500 AED. It is strictly a cash-only payment method. Foreign currency cannot be used to make a COD payment. Only Arab Emirates Dirhams (AED) are accepted.

Q. Are the prices on the website the same as in-store prices?

Store prices are guaranteed online: you are charged for the same price you would pay in store.

Q. When does the refund happen in case of a failed or unsuccessful transaction?

For any failed or unsuccessful transaction, there is no refund process to go through. The amount will automatically be reversed into your bank account within the next working day.

Q. How do I get a receipt?

 You will receive by email the order confirmation that summarizes your order and the payment details. When your shopping is delivered, you will be given a detailed delivery note of your received order by the driver.

FAQs

Security

Q. Is ordering online secure? Yes. We take the utmost care with the information that you provide us when placing an order on our website or in-store.

Q. Is it safe to use my credit/debit card online? When you use your credit card, all your data is encrypted to the highest standard and held on a secure computer that means it's protected from hackers and criminals. All data is hosted by the MasterCard payment gateway. NO credit card details are stored within our systems or computers it’s one more assurance that when you place an order with carrefouruae.com, it's absolutely secure.

Q. Can I save my card details for my next purchase? You can save your card details. We securely use the tokenisation method so we do not store any of your card details. While saving your card details, your next purchase is made even easier!

Registration

Q. Do I have to register before I can shop? You can browse the shop and add to your trolley before you've registered with us. However, you will not be able to place an order unless you are registered or logged in. We recommend registering first so we can check if we deliver to your area.

My Order

Q. What is the minimum order value? There is no minimum order required for delivery, you can order for any amount.

Q. How do I place an order? Once you have finished adding items to your shopping cart and are ready to complete your transaction, click on the “Checkout” button. Follow the steps by entering the requested details for your delivery and the payment until you will receive the order confirmation.

Q. How do I add to, or amend my order? Once your order is confirmed and you have received the order confirmation, you cannot change this order. Please reach our customer service on 800-732-32 as soon as possible. We'll be happy to serve you.

Q. How will I know that you have received my order? Once you complete the checkout process, the order confirmation page will appear with your order reference. Please keep the order reference in case you need to contact us. Additionally, you will receive a confirmation order to the email address you have registered, confirming your order and providing a summary of items ordered. Accordingly, please be sure you enter your e-mail address correctly on the order form so we can be sure to deliver your confirmation to you.

Q. Can I order to a different address? Yes the delivery address can be different from the billing address.

Q. How do I see my order history? Visit www.carrefournow.com, log in and go to 'My Account' page, go to 'Order history', you will see all your orders.

Shopping Cart

Q. How do I view what’s in my shopping cart? To view the content of your cart, click on the trolley icon at the top right of the screen.

Q. How do I add items to my cart? Once you have chosen your item, click on the trolley icon located next to the item.

Q. How do I remove items from my cart? Go to your cart by clicking on the trolley button on the top right side of your screen. To remove an item, click on the bin icon on the same line. The item will be removed from your cart.

Q. How do I change the quantity of a particular item in my cart? Go to your cart by clicking on the trolley button on the top right side of your screen. To change the quantity of an item in your cart, move your cursor to the box that appears beside the "Qty" for this item click the negative ( - ) or positive ( + ) box. Once you do this, the quantity and associated subtotal amount will automatically change and reflect the correct amount for the quantity and the cart value.

Payment & Checkout

Q. How do I check out? Once you have finished adding items to your shopping cart and are ready to complete your transaction, select the 'Checkout' button in the cart area. Follow the steps by entering the requested details for your delivery and the payment details until you receive the order confirmation and the e-mail summary of your order.

Q. Are there any hidden charges when I make a purchase online? There are no hidden charges when you make a purchase on carrefournow.com. The price you see on the product page is exactly what you pay. Delivery charges is fixed at 10AED and you will be able to see it as part of the checkout process as well as when you receive the confirmation email for your purchase order.

Q. What payment options do you accept? We accept the following payment methods: credit cards (Visa and MasterCard). To pay using your card, you will be redirected to our secured payment gateway page. You will need your card number, expiry date, and the three-digit CVV number (found on the backside of your card). After entering these details, you will be redirected to your bank's page for entering the online 3D secure password according to the terms of your bank. Please wait till the page comes back to the order confirmation Cash On delivery, Apple Pay and beam payment will be available very soon.

Q. Are the prices on the website the same as in-store prices? Store prices are guaranteed online: you are charged for the same price you would pay in the store which delivered you.

Q. When does the refund happen in case of a failed or unsuccessful transaction? For any failed or unsuccessful transaction, there is no refund process to go through. The amount will automatically be reversed into your bank account.

Q. How do I get a receipt? You will receive by email the order confirmation that summarizes your order and the payment details. When your items are delivered, the physical receipt will also be attached to your bags.

Deliveries

Q. How long does it take to receive my order after I have placed it online? All orders are shipped from the nearest supermarket upon reception of your order and upon stock availability, so that delivery shall be done to you with the requested slot. Delivery will be within 60 (sixty) minutes at the minimum or as scheduled. We don’t and cannot guarantee that the delivery time frames will be met as there may be factors outside of our control that may result in early or delayed deliveries.

Q. What are your delivery cost? Delivery cost is 10AED per order, whatever the amount of the order.

Q. What if I need to change my address or suspend delivery of my order? Please reach our customer service on 800-732-32 within the same day. We'll be happy to serve you.

Q. How can I track my order? You can reach our customer service on 800-732-32 within the same day. We'll be happy to serve you.

Q. Which areas do we deliver? Deliveries are available in Dubai and very soon across all UAE . However, there are some areas we are currently not delivering. To check if we are covering your area, simply go to carrefournow.com and insert your address. The system will tell you immediately whether we are delivering to your area or not yet.

Q. At what time can I be delivered? Delivery timing is between 8am – 10pm every day.

Q. How do I check my delivery time? You can check your delivery slot in our account page / history, or call our customer services on 800-732-32 as soon as possible. We will assist you. You can also check the delivery time mentioned on your confirmation email.

Q. Who can receive my delivery? Anyone available at the given delivery address, and providing his/her ID for verification purpose.

Q. What if my delivery is late? Please reach our customer service on 800-732-32 as soon as possible. We'll be happy to serve you.

Q. What if I receive the wrong item? The driver will do his best to replace it immediately. If the driver left, please reach our customer service on 800-732-32 as soon as possible. We'll be happy to serve you.

Return & Refunds

Q. Which documents do I need to bring to store for a refund or exchange? The order confirmation is mandatory for any refund or exchange to be proceeded.

Q. What is your Returns and Refund policy? Our return policy is a One Week Exchange and/or Refund upon approval.If for some reasons, you are not satisfied and you wish to return your purchase, you will need to reach our customer service on 800-732-32. We'll be happy to serve you.

Q. What if I have receive a defective product? Defective items (e.g., items delivered with ripped or missing parts, or other damage) may be returned for a replacement or full credit upon approval.  They must be reported within 7 days from the date of reception of the item. Please or reach our customer service on 800-732-32 as soon as possible. We'll be happy to serve you.

Q. Can you pick up my item for refund? Yes, we can arrange this for you. Note that the delivery charge might be deducted in some cases.  Please reach our customer service on 800-732-32 as soon as possible. We'll be happy to serve you.

Q. I've purchased an out of date product from you. What should I do? We are very sorry you had a bad experience. Please return to the store at your earliest convenience so this issue can be investigated.

MyCLUB

Q. How do I attach MyCLUB card to my account? You can attach your loyalty card to your account while registering on CarrefourNow.com or by visiting your account page.

Q. How do I earn points when I shop on carrefournow.com? You will automatically and immediately earn points while shopping online.

Q. How do I update MyCLUB card details? Go to carrefouruae.com, in 'My Account' page, go to MyCLUB card profile and update your details.

Q. How do I use MyCLUB card? If your MyCLUB card is attached to your account, you don't have to worry. You will earn points automatically each time you shop and according to the Terms and Conditions.

Services

Q. What if I have missing items? We're very sorry for that. Please call our customer service on 800-732-32 as soon as possible. We will assist you.

Q. How to unsubscribe to the Newsletter? Please e-mail us at [email protected], or call our customer service on 800-732-32 as soon as possible. We'll be happy to serve you.

Technical Help

Q. I am having problems registering Please reach our customer service on 800-732-32 as soon as possible. We'll be happy to serve you.

Q. What if I forgot my password? If you have forgotten your password, you can create a new one by clicking on the “Forgot your password?” link under the email field. You will receive an email in your email box with a link to create a new password.

Q. I am having problems signing in to my account. I received the error message: "Sorry, but we couldn't sign you in." First, check that you've entered the correct email address and password. If you've forgotten your password then please click on the 'Forgot your password' link. If it persists, please call our customer service on 800-732-32 as soon as possible. We'll be happy to serve you.

Q. I am having problems adding and removing items from my shopping cart Please reach our customer service on 800-732-32 as soon as possible. We'll be happy to serve you.

My Account

Q. How do I update my personal details? Go to www.carrefournow.com, log in and go to 'My Account' page, go to Update personal details, you will be able to change/update your details.

Q. How do I change my address? In 'My Account' page, go to Address book, you will be able to edit your adresse and change/update it.

Q. I want to remove myself from mailing lists Please reach our customer service on 800-732-32 as soon as possible. We'll be happy to serve you.

Product information

Q. I shop Organic. Where can I get a full list of products that are suitable for my diet? We have a full list of Organic products updated every month. You can check online if they are available. Also, you can visit your favorite store and consult our customer service.

Q. I have a Gluten intolerance. Where can I get a full list of products that are suitable for a Gluten Free diet? We have a full list of Gluten free products updated every month. You can check online if they are available. Also, you can visit your favorite store and consult our customer service. 

Q. I can't eat milk, or milk by-products. Do you have a list of all products you sell that are free from milk? We have a full list of lactose free products updated every month. You can check online if they are available. Also, you can visit your favorite store and consult our customer service. or visit our Dietary food range page.

Q. I've been disappointed with the quality of a product I've purchased. What should I do? We are very sorry you had a bad experience. Please reach our customer services on 800-732-32. We'll be happy to listen to you.

Prices and Promotions

Q. Are products more expensive online? Products are the same online and offline.

Assortment

Q. Do you have the same range online and in store? Our aim is to offer everything you need online. We currently only propose the referenced categories online, but we will be adding new categories gradually.

Q. Can you list my favorite items on carrefournow.com? Your feedback is welcome. Please call our customer services on 800-732-32. We will assist you.

Marketing Mailing

Q. How often will I receive marketing emails from Carrefour? We will send you regular updates via email about great promotions and changes to the service we provide you.

Q. How do I unsubscribe from Marketing emails? To unsubscribe from our emails, you can click on the link at the bottom of our emails and your subscription will be canceled.

Q. How do I sign up for Marketing emails from Carrefour? You can register for our newsletters by visiting our Newsletter page.

General Information

Q. How can I find out about vacancies? All of our vacancies can be found on our Careers page.

Q. How do I apply for a job? Please consult our Careers page and submit your application. If we consider your application valid, you will be contacted ASAP by our recruitment Team.

Q. Where can I find general information about your Graduate Recruitment scheme? Please consult our Careers page.