Spinneys

Spinneys - Grocery Shopping

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Frequently Asked Questions

We are happy to hear from our customers no matter what the query. Our customer service team are available from 9am - 7pm everyday.

Is there a minimum order spend?

Yes, the minimum order spend when you order your groceries from spinneys.com for a scheduled delivery is AED 100 and Swift delivery is AED 70

Is there a charge for delivery?

It depends. All scheduled deliveries over 350 AED are free of charge when you order from spinneys.com and those below AED 350 are charged at a flat rate fee of AED 15 per delivery. Swift deliveries are charged at a flat rate fee of AED 7.

How do I choose a delivery time?

  1. Sign into your Spinneys.com account.
  2. Add your chosen product (s) to your Shopping Cart and proceed to checkout.
  3. Make sure you have entered your preferred delivery address.
  4. An available delivery date and time will be pre-selected. Please amend to a date and time which suits you.
  5. Then press save and continue on to the next stage.

Can I change my delivery slot?

Yes, you can, up until the day before delivery. Choose the amend order option and then click on the calendar icon in the right-hand grey bar. You’ll then see the option to 'Edit slot'.

When is payment taken?

Your payment will be processed on the day of delivery, by the driver if you are paying cash or card on delivery.

All online payments will be processed on the day of delivery, after your order has been picked and processed.

If you have selected the pay by card online option, the final amount will be deducted from your account after order processing and you will receive a SMS notification (if enabled) from your bank notifying you of the amount deducted.

Why might the guide price be different to my final bill?

The guide price uses an estimated weight for weighted items like grapes and cheese. But what you pay will use the exact weight, so the price may vary slightly. The final price charged will be the price of the item on the day the order was placed.

What if a product is out of stock?

We will contact you on the day of delivery to advise you on any of your ordered products that are not available, we will also provide substitution product options which will be similar to the original item ordered.

If we were not able to get in touch with you up to 30 minutes prior to your delivery slot, we will send the substitutions and you can either accept or decline the substitutions unless you have requested contactless delivery in which case no substitutions will be sent. Your final invoice will reflect these changes.

Where is my delivery?

Most packages are delivered on time.

On rare occasions, orders show up after the estimated delivery time. Here are the possible reasons for the delay: Traffic especially at peak times of day

  • Incorrect address
  • Missing apartment, building, floor, or unit number
  • Severe weather conditions

Our drivers will attempt to contact you in the event that the delivery is delayed.

Please note that this call will be from a UAE landline or mobile telephone number.

If your delivery hasn't arrived within your booked slot and you haven't heard from us, here are the recommended Actions:

  1. Re-check estimated delivery date and address and ensure you have updated your location pin under your profile.
  2. Contact our Customer Care team on 600 57 57 56 who will be happy to assist.

What do I do if an item is missing from my order?

If you realise that an item is missing after the delivery, please contact us immediately or within 2 days following the delivery.

The number to call can be found on your order confirmation email.

For any additional assistance, contact our Customer Care team on 600 57 57 56

We will resolve the issue for you as quickly as we can.

How do I get a refund on my online order?

Return any unwanted or damaged products with our driver, who will return it to the branch and process the refund for you. This will be reflected in your final invoice and you will not be charged for the items.

If our driver has already left, the item(s) must be returned within five days, with proof of purchase and in its original packaging. For any further enquiries, please contact our Customer Care team on 600 57 57 56

How do I report a product complaint?

We do our best to ensure our products are of the highest quality standards, and deliver a fresher experience.

If you would like to report a product complaint, you can contact us by phone.

If you would prefer email, please click Contact Us, and write “Reporting of Product Complaint” in the email header.

Alternatively, contact our Customer Care team on 600 57 57 56

We will happily replace or refund you for any product you are not satisfied with.

I'm having issues shopping on spinneys.com, what should I do?

If you are having an issue shopping on spinneys.com please close down your browser and restart. Most problems are solved by doing this. If you are having a checkout issue, make sure your order is over our minimum spend and if amending an order, that there isn’t a message reading 'No Longer Available' for any products.

These products will need to be removed from your trolley before confirming your order. If you are still having an issue shopping on spinneys.com please contact us on 600 57 57 56

How do I update my contact details for spinneys.com?

If you have a spinneys.com account, you will need to visit the my Spinneys account page to change your contact details. Unfortunately, we're unable to do this on your behalf. If you don't have a spinneys.com account, call us on 600 57 57 56

Do you have express deliveries?

Yes Spinneys Swift is our express delivery service and is currently active in selected areas. If you are ordering from an area eligible for express deliveries you will see the Spinneys Swift logo and products marked with a Swift badge.

What is Spinneys Swift?

Spinneys Swift is your convenient solution to get the products you love in a short period of time. Items ordered using this service will be delivered within 60 minutes.

In which areas do you have express deliveries?

  1. Mira
  2. Mira Oasis

We will be expanding this service to your community soon.

How long does it take to receive a Swift delivery?

60 min from placement of order. If we expect your delivery will not reach you within the committed time, one of our customer service agents will reach out to you to notify you of the delay.

Can I order Swift and scheduled at the same time?

Yes, once you have added products to your basket, you will be directed to the shopping cart where you are able to select which items should be delivered in a scheduled time slot and which should be delivered within 60min. Please note that minimum order values will apply for each delivery and Swift deliveries are subject to availability in your area.

Which areas do you deliver groceries to?

We currently offer our grocery delivery service to addresses in Dubai, Abu Dhabi and selected areas in Sharjah.

Our website and social media will be updated once we begin to offer grocery delivery to addresses in Ajman, Fujairah, Al Ain and Ras Al Khaimah.