Why shop with Amazon Fresh?

Frequently Asked Questions

1. If I sign up for Prime, can I automatically shop?
Same-day fresh grocery delivery on Amazon.ae is available exclusively for Prime members, in select locations, subject to delivery slot availability. In a few regions where an invitation is required to use same-day grocery delivery, you can sign up for an invitation without a Prime membership. Once you are able to shop we will notify you and remind you to sign up for a Prime membership in order to shop.

2. Who can I shop with?
We offer delivery to Dubai, Abu Dhabi and Sharjah from Amazon Fresh Stores – LuLu and Fresh to home, but what’s available to you will depend on your area. Simply sign into your Amazon account, go to Amazon Fresh help page and check which stores are available in your region.

3. What is the minimum order amount to place an order?
The minimum order amount for free two-hour scheduled delivery options on Amazon Fresh is AED 50. For orders below AED 50, an AED 3 delivery fee will be charged as shipping fee on the order.

4. Is the FREE delivery threshold different for Amazon Fresh and other Amazon.ae items?
Yes. All Prime customers are eligible for free delivery on orders above AED 50 from Amazon Fresh. Each Amazon Fresh Store will have a separate cart that other Amazon.ae orders and Prime customers will have to cross AED 50 threshold with Amazon Fresh offered items in order to be eligible for free delivery.

5. Do I need to pay or join any membership to use this service?
Access to shop from Amazon Fresh Stores is a benefit available to Amazon Prime members. You would need to sign up for Amazon Prime to shop from LuLu and Fresh to home on Amazon.ae. With Amazon Prime, you can browse Amazon Fresh selection, shop for your daily essentials and make use of the 2-hour scheduled delivery service, both on the Amazon.ae website and app. You can become a Prime member for AED16 per month/AED 140 per year and enjoy the many benefits of Amazon Prime including shopping from LuLu and Fresh to home with free 2-hour scheduled delivery for orders over AED 50, shopping on Amazon.ae with free delivery on the domestic Prime eligible selection, free international delivery on orders over AED 100 from the international store collection, exclusive Prime member deals and more. To know more about the benefits of Amazon Prime, please visit our help pages.

6. Why can’t I see the Amazon Fresh stores for my location?
Currently, not all Amazon Fresh stores are available on Amazon. We are working on onboarding all stores to Amazon. Please keep looking at this space.

• LuLu stores are available in select areas in Dubai, Sharjah and Abu Dhabi. Please click here to view LuLu store coverage areas

• Fresh to home is available in select areas in Dubai, Sharjah and Abu Dhabi.

7. How do I book a delivery slot?
Delivery slots can be booked up to 24 hours in advance in advance. Once you have completed your basket, proceed to checkout where you can select from the delivery slots available to you.

8. Can I make changes after I have placed my order?
In between placing your order and your order being prepared, you may add items and increase quantities. Subject to demand and availability.

9. What if the items I have ordered are no longer available? Will the items be substituted and if yes, will the customers choose the substitutes?
Yes, by default items will be substituted with the best alternative available. However, you can select your own alternative or not choose any substitute for the item on our substitution page which is displayed before checkout.

10. Are all Amazon Fresh products Halal?
All fresh meat selection sold from Amazon Fresh stores – LuLu and Fresh to home is Halal.

11. Can I return my Amazon Fresh order if it is not as expected or no longer needed?
Yes, you can visit Your Orders page and initiate returns for the order/item if you are not satisfied. We offer a return window of 7 days depending on the product category. You can choose to receive a refund for your order/item value to your original payment method.

12. What happens if I want to cancel after I've placed my order?
You may cancel your order at any point up until your picker begins packing your groceries.

13. How will my groceries be packed?
Your order will arrive in paper bags. Our packaging is designed to keep your delivery at the correct temperature during transit. Please be sure to chill any perishables upon delivery.

14. What if I can't find the answer to my question here and I still need support?
Yes, you can visit Your Orders page and initiate returns for the order/item if you are not satisfied. We offer a return window of 7 days depending on the product category. You can choose to receive a refund for your order/item value to your original payment method.

15. What if I can't find the answer to my question here and I still need support?
If your question still isn't answered or you're having trouble with your account or order, please visit our help pages for information. You can also contact us at amazon.ae/contact-us for any queries.