KIBSONS

FAQs: You asked, we answered

Order

Is there a minimum order amount?

Yes – it’s 100 AED.

Am I able to add items to my order if I’ve already placed an order?

Of course. Just log on to your Kibsons account, go to ‘Order history’ and click on ‘Add more items’.

Delivery

Will I get my delivery on the same day?

We always aim to be at your door the same day you place your order, however the time you do so has an impact. While we can deliver within four hours, we do operate on a first-come first-served basis, so at peak periods same-day delivery might not be possible – we’ll always keep you in the loop with timings.

Can my delivery be left outside my home?

Absolutely. When completing your order, you can leave a note with any delivery instructions. If you’re unable to do this at the time or your plans change, email customercare@kibsons.com or call 800kibsons.

How can I track my delivery?

To see the status of your order, head to your ‘Track my delivery’ on your Kibsons account.

How can I reschedule my delivery?

Open your account, go to ‘Order history’ and click ‘Reschedule’ to change the delivery date and time. But be quick! We’re a small, family-run company so are only able to reschedule delivery if it’s done before the final invoice is generated and orders are dispatched.

What should I do if I have issues with my delivery?

We aim to make your shopping experience quick, convenient and simple, but if we ever fall short of that and don’t meet your expectations, please reach out to customercare@kibsons.com. Our team will do their best to make things right.

Products

I ordered products that were unavailable and haven’t been delivered. What happens next?

As soon as your order is on its way, you’ll receive an email that lets you review any out-of-stock items. If you’ve prepaid, we’ll credit your account with the value of the missing product – you can use this for your next order or request it in cash. If you’d like an alternative product, please email customercare@kibsons.com with your preferred alternative. We’ll get it to you as soon as we can.

Some items I ordered didn’t arrive. Why?

Oops! Please contact customercare@kibsons.com and our team will do some digging to find out what went wrong and how we can rectify things.

What’s an ‘imperfect’ item?

Two of the things we’re most passionate are minimising food waste and offering the best possible value. Our imperfect range lets us do this with produce that won’t win any beauty contests but will give you the same flavour and nutritional benefits for a reduced rate. We also label products ‘imperfect’ to highlight their shorter shelf-life.

I have a gluten intolerance. Where can I see all the gluten-free products you stock?

Please enter ‘gluten free’ into the search box at the top of our website. We’re also looking to update our range.

I can’t consume milk or milk by-products. Do you have a full list of products that are free from milk?

For a full list of vegan products available, enter ‘vegan’ into the search box at the top of our website, or for an alternative route, head to our Featured Products section.

A product is showing up as being unavailable – how can I check its future availability?

If a product is unavailable, get in touch with customercare@kibsons.com and we’ll let you know as soon as we can with news of when it will be back in stock.

Quality

I’m not satisfied by the quality of my order. What should I do?

We take feedback regarding quality very seriously, so are always truly sorry when we hear we haven’t met your standards. Please email customercare@kibsons.com with details of the quality (a picture helps a lot) – from there, we’ll do two things: first, organise a replacement as soon as possible, then look at ways to make sure the issue doesn’t happen again.

Who picks my produce? Are your facilities certified for hygiene?

Everything you order is picked by a member of our trained crew, regularly trained to pick the highest quality produce. All our picking staff have basic food hygiene certification and have fulfilled the requirements for the Occupational Health card. As for our facility, it’s certified for HACCP and run according to protocols set by ISO 22000 certification for regular internal and external audits.

Do you process meat products in your own facilities?

Yes – we process all meat in a HACCP-certified production facility in Ajman.

I have a gluten intolerance. Where can I see all the gluten-free products you stock?

Please enter ‘gluten free’ into the search box at the top of our website. We’re also looking to update our range.

I can’t consume milk or milk by-products. Do you have a full list of products that are free from milk?

For a full list of vegan products available, enter ‘vegan’ into the search box at the top of our website, or for an alternative route, head to our Featured Products section.

A product is showing up as being unavailable – how can I check its future availability?

If a product is unavailable, get in touch with customercare@kibsons.com and we’ll let you know as soon as we can with news of when it will be back in stock.

Packaging

Do you recycle your delivery boxes?

We do! We put a note on every lid requesting customers to pass their box over to the driver upon their next delivery. Boxes are collected and sent for recycling on a daily basis.

Can I have my order without packaging materials?

Yes. At checkout, you can select an option for loose packing for items where this is possible.

Payment

How can I pay if I’m out when my order arrives?

It’s easy – just log on to your Kibsons account beforehand and follow the steps on the ‘Unpaid bills’ tab. You can also add money to your wallet and pay that way if you’re not going to be home.

Will I receive my delivery if I forgot to add money to my wallet beforehand?

Once you’ve placed your order, we ask that you process payment as early as possible. Unfortunately, if you haven’t paid we can’t deliver.

I’ve paid for my order but the driver says payment hasn’t been received. What should I do?

This could be a result of a couple of things. For certain items, we charge per kilo, not per piece, depending on the weight of the items once packed. Before delivery we send an email with your final invoice value, which will be subject to availability and the actual weight of items packed. This can result in a small difference to the invoice value and mean there’s a balance to be paid upon delivery. We recommend that you add the additional amount payable to your Kibsons wallet before the delivery arrives. In a few small instances the full invoice has been paid but our system hasn’t updated. If you think this might be the case, email customercare@kibsons.com or call 800kibsons and we’ll take a look.

My Account

I’ve moved home – how can I update my address?

Open your account, go to ‘My addresses’ and click on your existing address. Once you’ve made your changes, select ‘Save’.