questions about our company, products/services, policies, and more
Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to the most commonly asked
General Questions
Remote & Restricted Areas
Products Related Questions
Account Questions
Our Contact Details
1. General Questions
How can I place my order?
- You can place your order at https://freshness.ae/
- Our user friendly website will provide all the necessary information regarding the products and the know-how of completing your purchase. It’s as easy as 1-2-3.
- If you need more information, please email us at info@freshness.ae or call/WhatsApp us at +97156 515 1200 and we will do our best to give you the best possible answer to your question.
Do you have a physical store?
- Currently, we do not have a physical store. However, we do offer free deliveries and free returns (terms and conditions apply).
Can I pay COD (Cash-on-Delivery)?
- Sorry, we don’t take cash payment. All payments are made by credit/debit card through our website’s secure payment gateway.
What are your delivery timings/schedule?
- DUBAI (Same-day Delivery 12:00NN Cut-off time)
- Monday – Saturday
- 10:00AM – 2:00PM
- 2:00Pm – 6:00PM
- Other Emirates (Next-day Delivery 10:00AM Cut-off time)
- Monday – Saturday
- 1:00PM – 6:00PM
- NO DELIVERIES on SUNDAYS and PUBLIC HOLIDAYS
- Please refer to our Shipping & Delivery Policy here for more info.
Where do you deliver?
- We deliver to all 7 Emirates of UAE. Please refer to our delivery schedule here for more info.
- https://freshness.ae/pages/shipping-delivery
Why is my discount code not working on other items?
- Sale items are already discounted so freshness points and discount codes do not apply to them. These codes are also not applicable to GRILLS and ACCESSORIES.
Can I cancel or modify my order?
- We try to process orders as quickly as possible, but if you need to modify or cancel your order, please email our customer service team as soon as possible at info@freshness.ae or call us at +971 56 515 1200. We'll do our best to accommodate your request.
What is your return policy?
- We want you to be completely satisfied with your purchase, so we invite you to review our Return Policy here.
Remote Areas
Delivery on these areas are on Tuesday, Thursday and Saturday only between 9:00AM - 6:00 PM. Our customer service specialist will contact you to confirm the exact delivery date.
Dubai Remote Areas
| 1 |
|---|
| Madinat Hind 2 |
Abu Dhabi Remote Areas
| 1 | 2 | 3 |
|---|---|---|
| Abu Sadeen | Al Adla | Al Dabbiya |
| Al Dhafra | Al Dhafra Airbase | Al Fathiya |
| Al Ghuwaifat | Al Hama'im | Al Hamrah |
| Al Harmiyyah | Al Khatim | Al Khis |
| Al Lugain | Al Mirayr | Al Mirfa |
| Al Nashash | Al Nouf | Al Rideem |
| Al Ruwais | Al Selmiyyah | Al Sila |
| Al Sout Oasis | Al Tharwania | Al Yarya |
| Alyhyali | Beda Al Mutawa | Asab |
| Barakah | Baynounah | Arada |
| Beda Zayed | Bu Hasa | Dahin |
| Eastern Mahadir | Ge'aisa | Ghantoot |
| Ghayathi | Giffen Town | Habshan |
| Hamim | Huwaylah | Huwita Oasis |
| Jarrah | Jeeisah | Jereirah |
| Kayya Oasis | Kayyam | Liwa |
| Lutair | Madinat Zayed | Malqata |
| Marwan Oasis | Masdar Bin 'Usayyan | Mawqab |
| Taraq | Mzeer'ah | Nad Al Sheba |
| Radoum Oasis | Sabkhah | Sahil |
| Shah | Maydar BuAwanah | Tarif |
| Thorwat Liwa | Um Al Hosn Oasis | Umm Al Ashtan |
| Wasit Oasis | Wadhail | Western Mahadir |
| Wothain | Yaw Al Ghadar | Zayed City |
| Al Bitouh | Al Dhannah City | Al Fayah |
| Al Mariah | Al Markaz | Al Mirad |
| Al Sameeh | Al Taf Al Gharbi | Al Wafiya |
| Al Wuhaydah | Al Yabbana | Ash Shibhanah |
| Dhaharat Al Teeb | Dihan | Garmada |
| Ghadeer Al Tayr | Ghabadhah | Qatuf |
| Hameem City | Mahdar Bin Usayyan | Mshayrif |
| Tharwaniyah | Yaw Al Nadrah | Military City |
| Al Muqatra |
Al Ain Remote Areas
| 1 | 2 | 3 |
|---|---|---|
| Abu Samra | Abu Araad | Al Dhara |
| Al Faqa | Al Hiyar | Al Khaznah |
| Al Lisaili | Al Nabbagh | Al Nabgah |
| Al Qisees | Al Quaa | Al Sad |
| Al Shuwaib | Al Waqan | Dubai Outlet Mall |
| Khatim Al Shikla | Malaqit | Margham |
| Murqquab | Nahil Outer | Remah |
| Sweihan | Tijarah Town | Tiger Woods Dubai |
| Masakin | Madinat Hind 1 | Madinat Hind 2 |
| Madinat Hind 3 | Industrial City | Bur Kirayyah |
| Dubai Heritage | Bad' Bint Sa'oud |
Ras Al Khaimah Remote Areas
| 1 | 2 | 3 |
|---|---|---|
| Adhen Village | Al Ghail | Al Jeer |
| Al Jesser | Al Saadi | Diqdaqah |
| Ghalilah | Habhab | Al Hamraniyah |
| Khatt | Seih Al Harf | Sha'am |
| Wadi Shaam | Wadi Ghalilah | Wadi Haqeel |
| Thawi Al Beer | Thawi Al Sheikh | Um Al Urge |
| Um Sidira | Seih Al Qurum | Rmailah |
| Salat Al Hamid | Seih Al Bana | Seih Al Beer |
| Ras Al Dahrah | Muwailha | Mudfak |
| Hmair Al 'Alam | Butain Al Samer | Bani Zaid |
| Al Sewaan | Al Rig Residential | Al Mathloothah |
| Al Mazrae | Al Mukawwrah | Al Khuraijah |
| Al Madfaq | Al Jalilah | Al Haramal |
| Al Hayir | Al Feriya | Al Aim |
| Al Banah | Al Ghafia RAK |
Sharjah Remote Areas
| 1 | 2 | 3 |
|---|---|---|
| Mohathab | Al Zubair | Al Gitanah |
| Al Sudairah | Al Shinouf |
Umm Al Quwain Remote Areas
| 1 | 2 | 3 |
|---|---|---|
| Al Lebsa | Al Nabgghah | Al Rashidiya |
| Al Shareiah | Biyatah | Falaj Al Mualla |
| Falaj Al Sheikh | Ghara | Kabir |
| Mohadub | Seeh Meyadher | Umm Al Karaaween |
| Eleemha | Al Thaniyah | Al Wayayah |
| Batha Al Ali | Al Rahail | Al Morgbat |
| Al Kharma | Al Heerah |
Fujairah Remote Areas
| 1 | 2 | 3 |
|---|---|---|
| Al Aqah | Al Bithnah | Al Bulaidah |
| Al Dhaid | Al Fqait | Al Ghamarah |
| Al Halah | Al Husayn | Al Khari |
| Al Madam | Al Manama | Al Nahdah |
| Al Qor | Al Raheeb | Al Ras |
| Al Taween | Al 'iqqah | Asimah |
| Awhala | Dadna | Dibba |
| Dibba Al Hisn | Dibba Industrial | Faha |
| Fashrah | Fili | Gazertalhesin |
| Ghub | Halefaath | Hatta |
| Hay Aldoob | Hay Algharby | Hay Almohalb |
| Hay Alseeh | Hay Alshamali | Kadrah |
| Karsha | Lahbab | Lihray |
| Love | Mahafiz | Maleha |
| Masafi | Masfut | Munay |
| Murbad | Nazwa | Rafaq |
| Roul Dadna | Sahaynah | Sayh Mudayrah |
| Seeh Dibba | Sharm | Shawka |
| Siji | Suwaydan | Suwayfah |
| Tayybah | Wadi Al Abadilah | Wadi Al Ghuna |
| Wadi Al Helo | Wadi Al Sidr | Wadi Isfini |
| Wadi Mai | Wadi Saham | Wadi Shees |
| Wadi Sifuni | Wadi Yabsah | Wahlah |
| Harrah | Huwaylat | Imsaknah |
| Flakh | Jabal Al Haleefah | Fayyad |
| Diftah | Dalam | Dhahir Al Safwah |
| Dhanhah | Boraq | Dab'ah |
| Al Rimmani | Al Seeji | Maghribiyah |
| Al 'Ikkamiyah | Al 'Ishwani | Al 'Iyainah |
| Simisimsaniyyah | Melha | Al Tayebah |
| Al Tuwiyain | Al Wurai'Ah | Al Ydaid |
| Al Yibail | Al Rashidiya Dibba | Al Rifa' |
| Al Rakbi | Al Raddah | Al Qaiʻan |
| Riyamah | Al Nasala | Al Muhallab |
| Al Mihtaraqah | Al Mrabba‘Ah | Al Danah FUJ |
| Sambareed | Al Jireef | Al Khab |
| Seeh Saram | Al Difayyin | Sharmatah |
| Al Huwairah | Al Huweyyah | Skhibar |
| Souq Al Jum 'ah | Al Khazzan | Al Khlaibiyah |
| Al Khoros | Thouban | Um Al Gaf |
| Al Fay | Wadi Al Ejeili | Wadi Al Fay |
| Al Hamri | Al Hanyah | Wadi Al Khulou |
| Al Ghonah | Wadi Al Tuwa | Wadi Ashwani |
| Wadi Baqarah | Wadi Hagailah | Wadi Isfay |
| Abu Owaid | Wadi Kub | Adgat |
| Wadi Mamduah | Ain Lighmout | Wadi Sana |
| Wam | Wasit Dibba | Ya 'la |
| 'Ishanah | Al Aqdah | Al Bahah |
| Al Barahaa | Al Baseerah | Al Beerah |
| Al Ghurfah Dibba |
Restricted Areas
Delivery is currently NOT available on the areas below
Dubai Restricted Areas
| 1 | 2 |
|---|---|
| JAFZA Extension | Jebel Ali Freezone |
| The Palm Jebel Ali |
Al Ain Restricted Areas
| 1 |
|---|
| Al Ajban |
Ras Al Khaimah Restericted Areas
| 1 |
|---|
| Jebel Al Jais |
Abu Dhabi Restricted Areas
| 1 | 2 | 3 |
|---|---|---|
| Ghantoot | Al Smeeh | Zayed Military City |
| Ghadeer Al Tayr | Ghanadhah |
1. All about our Products
Are your products HALAL?
- Yes, 100%. We strictly follow Halal laws and regulation of UAE for importing and processing meats.
How do I search for products?
- Know exactly what you want? Or perhaps you're just searching for a suitable meat for your recipe? Use our comprehensive Search box located in the upper right corner of our site (🔍 icon) to find the exact product you need, or browse through the results that fit your criteria. You can enter even a partial description of the product or you can be as broad as "cooked beef" or as specific as "smoked brisket"
What does Raw, Marinated and Cooked category means?
- RAW – these includes meat products that are not processed and untouched. Meats that comes directly from the carcass whether it is beef, lamb, chicken or turkey. You will have to do some work and add some seasoning on these meats before it is ready to be cooked.
- MARINATED – these are basically raw meats that are processed with rubs or marinade so that you can throw them directly to your grill or oven or pan-fry them as you like. These include kebabs, koftas, burgers, and sausages. More on the ready-to-cook choices.
- COOKED – these are processed meats that have gone through the process of smoking, grilling, or oven-baked so all you have to do is re-heat them and serve
Do COOKED products arrive hot?
- For food safety and proper transit, our cooked items are blast chilled and vacuum sealed so you will have to reheat it before serving.
Can I freeze your products?
- Yes, you can. Chilled products can be put immediately into your freezer upon delivery.
- Certain products that cannot be frozen will have "DO NOT FREEZE" label on it.
What do I do if I need a customized request?
- Our order notes section is what it is for. You can add any special request and we will do everything within our power to comply. Otherwise we will contact you to sort things out. In the end, your satisfaction is our absolute goal.
Where do you get your meats from?
- Our meats are sourced from various countries like Australia, Brazil, India, Kazakhstan etc. Check our supplier page here.
Account registration, sign in, password & linked accounts
Resetting Your Password
- If you have forgotten your password, click the "Forgot password?" link on the Sign In screen. Enter your email address, and we will send you a link to reset your password.
Changing Your Login Email Address or Password
- You can change your account email address and password on the Account Information page. All your email subscriptions and order confirmations will be sent to your new email address.
Call or WhatsApp us
+971 56 515 1200
Customer Care Representatives are available on:
MONDAY - SATURDAY : 6:00 AM to 6:00 PM