Frequently Asked Questions
Browse through these FAQs to find answers to common questions. We encourage you to read through these questions if you are a new customer.
General
- What are your office timings?
- Do you have an offline store?
- What are your delivery locations?
Payments
- What kind of payments can I use to purchase items online?
- I have been charged twice for the same transaction. What should I do?
- If I don’t receive an item I have ordered, or the item must be returned, how will I get refunded?
- What are the delivery charges?
- Can I cancel an order?
Products
- I want a specific product from my country; how can I place a request for it?
- I am not happy with the quality of the products I have received. What should I do?
General:
- What are your office timings?
- We will be available on phone and email from Saturday to Thursday, 9 AM – 6 PM (UAE time).
- Do you have an offline store?
- Yes, we have one physical store: Najm Al Lail Grocery in Muwaileh, Sharjah (https://g.page/najm-al-lail-grocery). We operate through our online store at https://www.nativall.com
- What are your delivery locations?
- We currently deliver only in Dubai and Sharjah.
Payments:
- What kind of payments can I use to purchase items online?
- You can use a credit card or use the “Cash on Delivery” option to make your payments.
- I have been charged twice for the same transaction. What should I do?
- Please send an email to support@nativall.com with your Order Reference Number, and we will enquire about the problem. Once identified, if you have been charged twice, we will be refunding the incorrectly deducted amount using the same mode of payment that was used for the order.
- If I don’t receive an item I have ordered, or the item must be returned, how will I get refunded?
-
Please ensure you check the items you receive as soon as they arrive. If, unfortunately, any item is missing or damaged, then please send an email to support@nativall.com with your Order Reference Number and reason of complaint.
Please make sure if any item that is to be returned is fresh or frozen, then it should be kept at the appropriate temperature. - What are the delivery charges?
- Delivery charges vary according to the location. For Northern Emirates, delivery charges are AED 15. For Abu Dhabi & Al Ain, charges are AED 20.
- Can I cancel an order?
- You can cancel your order within 30 minutes of placing the order. Any payments made during that time, will be refunded via the same mode of payment used. Any cancelations made after the shipment has been dispatched for delivery, cannot be processed and refunded.
Products:
- I want a specific product from my country; how can I place a request for it?
- Go to https://nativall.com/pages/request-a-product. Log in or create an account and enter the details of the product you wish to see on our website. We will get in touch with you via email or phone(optional) in case we need more details or are unable to get the product.
- I am not happy with the quality of the products I have received. What should I do?
- Please ensure you check the items you receive as soon as they arrive. If, unfortunately, you are not happy with the quality of the items you have received, then please send an email to support@nativall.com with your Order Reference Number and reason of complaint.
Please make sure that if any item that is to be returned is fresh or frozen, then it should be kept at the appropriate temperature.