Frequently Asked Questions
General
What is InstaShop?
InstaShop is a Dubai grocery delivery application. With InstaShop you are able to order groceries from home instead of driving to the supermarket, and receive them in less than 30 or 60 minutes average time depending on your location. The InstaShop grocery app is available for free on iPhone and Android mobile phones.
What kind of products do you have?
With InstaShop you can order all the products you need, from fresh fruit to birthday candles. Shop bread online from the bakery section, order your daily water supply, milk or other dairy products.
Other product lines include: fruits and vegetables, soft drinks and juices, candies and snacks, beauty and hygiene products, meat and fish, cans and jars, baby care products, cigarettes, household care products, pasta and rice, coffee and tea, herbs, pet care and healthy and organic products.
Your supermarket right at home.
How can I make an order on InstaShop for the first time?
Ordering on InstaShop is simple and fun:
First choose your area and tower if applicable. Once you are in the app, the shopping begins! For your first order, fill in your address and register your mobile number (your personal information is treaded confidentially. For more info please read our privacy policy.
Feel free to browse through the products or search for a particular product and add it to your basket by tapping on it. Finally review and complete your order adding notes for the delivery personnel if needed and choosing your preferred payment method.
How can I pay for my order?
You are able to pay by cash or by credit card upon delivery, make sure you choose your preferred method at the checkout screen. Soon you will also be able to pay by using our online credit card payment option, accepting Visa and MasterCard credit/debit cards in AED (or any other currency).
  • www.instashop.ae will NOT deal or provide any services or products to any of OFAC sanctions countries in accordance with the law of UAE.
  • Multiple shipments/delivery may result in multiple postings to the cardholder’s monthly statement.
Can’t find a product, what can I do?
Make sure there are no spelling errors in your search words. If the product is indeed unavailable, there are two easy ways to suggest to us to add a product to our assortment; you can either visit the side menu and tap the suggest a product or option, or suggest the product via the no results search screen. We’ll make our best to include it in the application.
How can I send you feedback?
Our goal is to provide you with the best possible service, so your feedback is very important to us. You can sent us feedback, ideas or any questions you have through the Contact us form in the side menu of the application.
Feedback regarding specific orders can also be made through the review functionality. Once an order is completed, you’ll be prompt to review two main criteria: (i) product accuracy and (ii) delivery speed.
Delivery
Which areas do you deliver to?
We currently operate in Dubai, through a wide network of exclusive partner supermarkets delivering to the following areas:
Dubai Marina, Jumeriah Lake Towers (JLT), Jumeirah Beach Residence (JBR), Palm Jumeirah, Silicon Oasis, Queue Point, Business Bay, Downtown Dubai, The Greens, The Views, Tecom, Media City, Arabian Ranches, Arjan / Al Barsha South 3, Trade Center, DIFC, Motor City, Jumeirah Village Circle (JVC), The Villa, Dubailand, Meadows, The Springs, Emirates Hills, Sports City, IMPZ, Jumeirah Golf Estates, Al Waha, Al Barari / Marjan, Falconcity of Wonders, Layan Community, Sustainable City
You can’t find your area? (link that makes request area pop up emerge)
Is there a minimum order?
Depending on your location, minimum order vairies, same applies for the delivery charges that can vary from 0 to 3 AED.
Do you have 24/7 delivery?
The ability to deliver on a 24/7 basis relies on our partner supermarkets. Some of the supermarkets that offer a 24/7 service are: Caramel Center & European Star in Dubai Marina and QMart in Jumeirah Lake Towers.
When will I receive my order?
At InstaShop we do our outmost to deliverer in the time we promised. Depending in your exact location, delivery times vary between 30 and 60 mins average time. Certain towers and villas are closer to the supermarkets and others are further away resulting in varying delivery times.
When you submit an order, you will see a confirmation screen informing you about the estimated delivery time.
What if I don’t receive my order within the estimated arrival time (ETA)?
In the event that your order is delayed, this may occur due to a peak in workload or other unforeseen circumstances. In that case we will notify you via a push notification while you are also able to via email and our customer support executive will inform you about the status of your order and make sure it is delivered to you as soon as possible.
What happens if I am not home at the time of the delivery?
If no one is at home during the agreed delivery time, we will do our best to contact you and reschedule the delivery at another preferred time. If we are unable to reach you, your order will be cancelled.
Can I track the status of my order?
You can view all the details of your order and check its status in the Order history. From there you’ll be able to know when your order is assigned for product collection and delivery and when it has left the shop and it’s on its way to your doorstep.
How can I make changes or cancel my order after I complete it?
Orders cannot be modified from the application interface once they are completed. In the occasion that you completed your order and realized you want to change it, go to the side menu in Order history and tap on the order you’d like to change. From that interface a set of options will emerge; for example cancel your previous order if it is not yet routed and place a new modified one.
Can I change the delivery address of my order?
When an order is already placed, changing the delivery address is not a possibility. In the event that you have made a mistake and the address stated is not the correct one, please or directly call us using the phone number you can find in the Order history, under the specific order.
Favorites
Can I schedule an order?
Yes you can! There are 2 easy ways to schedule an order on InstaShop:
Follow the regular steps used for a simple order and once you get to the checkout screen simply choose Schedule instead of Order now. You’ll be redirected to another interface where you can schedule your order for one time only or in a weekly or monthly basis.
You are also able to directly access My Scheduled Orders from the side menu. There you’ll first need to set up a time schedule (one time, weekly or monthly) and then choose the products you would like for that order.
Can I repeat a past order (reschedule)?
Yes you can, at InstaShop we’ve made it super easy for you to repeat a past order. Simply go to the Order history, tap on the preferred order you’d like to repeat and choose Reorder/View, you will then be able to add all items to the cart, edit the order as you wish and submit it.
What are favorites?
Favorites are here to make your online shopping experience easier. There you can find the products you usually buy categorized and easily accessible so you are able to re-order them in just a few clicks.
Cancelation & refund policy
What happens when I cancel my order?
If your order is still in the shop, cancelation is simple; your order is canceled and won’t be delivered. If your wish to cancel your order, while it is already on route, please call us. Because we will only charge you upon the delivery of your products, our cancellation process is very simple and straightforward.
What if the delivered product is incorrect or defective?
We highly advise you to review the items upon receiving them. If certain product that you were delivered were incorrect or defective, please contact us for a replacement or refund. Limitations exist however, depending on the state of the product returned and the time period in which you reported the issue. If for example you would like to return a good quality product, that was indeed ordered, we may substitute it with a different one (of similar nature) or refund you if the package of the first product is intact. Regarding the time of reporting the issue, it should be reasonable as interpreted on a case to case basis.
What happens if a product I ordered is out of stock?
At InstaShop we strive to offer you the best service, from product accuracy to timely delivery, our goal is to perfectly fulfill every one of your orders. Unfortunately given the nature of the business and our reliance on an unpredictable value chain that is beyond our control, some items that you ordered may actually be unavailable.
To handle the complex dynamics, we have developed a substitution system in order for you to be able to choose the substitute products yourself and minimize unpleasant surprises at your doorstep. After your order is assigned from the delivery personnel and if it falls under substitution mode, you will receive a notification initiating the substitution procedure. From this moment on you will have a limited amount of time to review the substitutes and make your choice. The shop will receive the updated order and initiate the gathering of the products. Please take into consideration that the overall price will also be updated according to the modified order.
In case you do not provide us feedback via the substitution system, we will make every reasonable effort to contact you prior to delivery to align with you regarding suitable substitutes. In the case that we are unable to reach you that product may be removed from the order and its price will be deducted from the overall amount.
Refunds will be done only through the Original Mode of Payment.
Still have questions?
Feel free to reach out to us at contact@instashop.ae
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InstaShop
An innovative, easy to use mobile app for ordering groceries in Dubai and receiving them in less than 30 or 60 minutes average time depending on location, with instant or scheduled delivery. Our goal is to free people from tasks that must be done & are not fun & make grocery shopping a service instead of chore, with a 5 star hotel customer experience.
Contact us
© InstaShop Ltd | Fortune Tower, Cluster C, JLT Dubai, UAE PO Box: 24645 | Tel: +971 44568360 | Email: contact@instashop.ae