Help centre
A little help, a fresher day.
Have a question about Mazrati? Find answers about shopping, deliveries and more — or get in touch with our team.
🛒Orders and payments
How do I place an order?
Browse our products, add your favourites to your basket and proceed to checkout. Enter your delivery details, review your order and complete your payment.
Which payment methods do you accept?
We accept [Insert supported payment methods]. Available options will appear at checkout.
Can I change or cancel my order?
Contact us on [Phone number / WhatsApp] with your order number as soon as possible. Changes and cancellations depend on how far your order has progressed.
[Insert the confirmed cancellation deadline and any restrictions]
What happens if an item is unavailable?
Our approach to unavailable products is [Insert confirmed process: contact the customer, offer an approved substitute, or remove and refund the item].
How are weighed products charged?
For products sold by weight, [Explain whether the displayed price is fixed or estimated, how the final amount is calculated, and how any difference is settled].
🚚Delivery
Do you deliver to my area?
We deliver anywhere in Dubai and Sharjah.
To check your address, open our Locations page and type your area or tap “Use my location”. At checkout, pin your location on the map and the fee and delivery time update straight away.
How much does delivery cost?
Delivery is free within 1 km of our nearest store and AED 10 beyond 1 km. The minimum order for delivery is AED 80; pickup from a store has no minimum. Any applicable delivery charges will be shown before you confirm your order.
When will my order arrive?
We deliver every day from 7:00 AM to 12:00 AM (midnight). Orders within 1 km arrive in up to 30 minutes; anywhere else in Dubai and Sharjah within 2 hours.
What if my delivery is late?
Contact our team on [Phone number / WhatsApp] with your order number so we can check its status and assist you.
🍏Product information
Where can I find ingredients and allergen information?
Check the product information provided on the website and read the packaging before use, as ingredients and formulations may change. If you need more information before ordering, contact our team with the product name.
How should I store my groceries?
Follow the storage instructions on each product’s packaging. Refrigerate or freeze chilled and frozen items promptly after receiving them.
↩️Returns and refunds
What if an item is missing, incorrect or damaged?
Please contact [Support channel] with your order number and details of the issue. For damaged products or quality concerns, include a clear photo where possible so our team can assess the issue.
Can I return a product?
Return eligibility depends on the product and the reason for the request. Visit our [Returns & Refunds Policy link] for the conditions that apply, including those for fresh, chilled and frozen items.
When will I receive my refund?
Once approved, refunds are issued through [Confirmed refund method] within [Confirmed timeframe]. Your payment provider may require additional processing time.
Let’s get it sorted.
Whether you have a product question, need help with an order or want to share feedback, we’re here to help. For order enquiries, have your order number ready so we can help you faster.