image

Click on Login and reset your password, for a seamless shopping experience.

FAQ

PLACING YOUR ORDER - ------------------------------------------------

Can I save my cart items and return later?
Yes you can! Create your wishlist by logging in or registering and we'll let you know if your product is in stock when you are ready to buy.

How do I order on Jumbo.ae?
Its easy! Once you have found what you are looking for, all you need to do is:
Add items to your cart
Click to checkout
Confirm your billing & delivery address
Pay and await your delivery
You can check out without being registered, but we recommend you take 2 minutes to sign up for speedier checkout and other benefits!

If I order from Jumbo.ae for home delivery, what documents do I need to show?
You just need to show valid ID(Emirates ID, UAE Driving License, Passport, etc) and email/SMS/print copy of your proof of purchase.

When can I order using the Jumbo Website?
We're online for you 24/7 - so you can browse and order any time you like.

Do I need to have an online Jumbo account to order?
No, its not essential, you can login as a guest. But… we really do recommend that you signup to enjoy speedier checkout, get the latest updates and best deals.

Is there a limit on the number of orders I place on Jumbo.ae?
You can order as much and as often as you like.

How do I know Jumbo.ae has received my order?
We'll drop you a confirmation Email or SMS as soon as we receive an order. We'll also give you a call if you have made any special requests.

What if my stuff is different from what I ordered when it arrives?
What if my order is delivered wrong?
Hopefully this won't happen! We always carry out quality checks and ensure your products are carefully packed and delivered to you in perfect condition. Just in case your stuff arrives damaged, do not worry, call us on 600-532395 with your order ID and we'll be happy to replace the item as soon as possible.

Can I cancel my online order?
Its okay to change your mind, just give us a call on 600-532395 or Email us at serve@jumbo.ae and we'll guide you through the process.

I've ordered a gift, can Jumbo deliver it gift-wrapped?
We will be more than happy to giftwrap your order item(s), just mention this in the special request section when placing your order.

How much does gift wrapping cost?
Its on us! Free. Gratis. Zero.

What if my order arrives incomplete?
Make sure you check your order when it arrives - if there's a problem, don't worry, just give us a call on 600-532395 or email us at serve@jumbo.ae and we'll sort it out for you.

How do I know my online order has been confirmed?
As soon as we receive your order we'll confirm by email & SMS. Remember and check the details. If you have any special requests, our customer service team will give you a call.

Is there a minimum online spend?
Nope, spend as little or as much as you like.

What if my stuff's damaged on delivery?
Hopefully this won't happen! We always carry out quality checks and ensure your products are carefully packed and delivered to get to you in perfect condition. Just in case your stuff arrives damaged, do not worry, call us on 600-532395 or write to us at serve@jumbo.ae with your order ID and we'll replace it as soon as possible.

Can I order over the phone?
Yes you can order over the phone on 600-532395. And one of our customer service agents will be more than happy to assist you in making your purchase online.

Can I track my order online?
Yes you can track your order journey as it makes its way to you. Just login and type in your order ID & your email address.

How do I know if the product I want is in stock?
If you can see it online, we have it! We'll also confirm this by email/SMS/phone once your order is with us.

Can I pre-book / pre-order?
Coming Soon. Check out this space for updates.

If I order more than one product, will they all be delivered together?
Yes, all your products will be delivered together.

Can I change my order delivery date/time?
Of course, if the time isnt convenient for you anymore, please call 600-532395 to reschedule.

SECURITY ------------------------------------------------

Is it safe to use my credit/debit card on Jumbo.ae?
Yes, its perfectly safe. Jumbo uses SSL (Secure Server Layer) to process payment details - the international standard for internet browsing security.

How do I know the delivery person is genuine?
If the delivery person has a Jumbo/TFM ID and copy of your order invoice then he's the real deal. Don't be shy to ask for ID!

What is a 3D secure payment gateway?
It’s a service designed to make online shopping safer - each time you use your credit card your identity is verified. We use PAYFORT - the online payment gateway trusted by organisations across the region and beyond.

What is PAYFORT?
Its our partner online payment security gateway and is trusted by organisations across the region and beyond. Put simply, it protects against fraud by confirming the cardholder's identity for every online purchase made.

Will my details be shared with 3rd parties of the Jumbo Website?
No - we respect your privacy and do not share your details with any third parties.

GENERAL ------------------------------------------------

What is Jumbo.ae?
Simply put, its an online e-commerce portal that allows consumers to shop wherever they are in addition to the large number of physical Jumbo stores across the UAE.

Who can use Jumbo.ae?
Anybody can! Just remember if you're under 18 you'll need your parents/guardian to make an online payment.

How do I find my way around the website?
We've made it really easy for you to find your way around our site - the best place to start is by clicking the SHOP icon on the top left of the homepage to take you wherever you want to go!

Can I customise products by engraving my name or getting my own design?
We will be happy to chat you through the customisation options at our Mall of Emirates Jumbo store and offer you great discounts on the service too.

What if I add the product to cart and get a server error on the Jumbo Website?
You may want to check your internet connection or simply close the window and try again.

What do I do if I get a page load/ server error error when I'm adding products to my cart?
You may want to check your internet connection or refresh your browser window.

Can I see products in real life before buying online?
Yes, of course. Just visit a Jumbo store near you and our product experts will be happy to help you.

Can I view specifications of products online?
Yes, we make sure you are fully up to speed with all specs under the GEEKY DETAILS section of every product. Feel free to review a product too!

Can I compare products on Jumbo.ae?
Yes you can - just register/login to compare products within the same category.

PAYMENT ------------------------------------------------

What ways can I pay on Jumbo.ae?
We have loads of safe ways you can pay: Credit Card, PayPal, Cash on Delivery & Credit Card on Delivery . Unfortunately we don't accept Gift Vouchers online at the moment but these can be redeemed at any of our stores.

If I don't want to pay online on the Jumbo website, what do I do?
We offer Cash on Delivery (COD) & Credit Card on Delivery (CCOD), so you can order online and pay when your order is delivered to your door. Our stores also accept cash, Credit & Debit Cards and Voucher payments.

Can I pay part online, part Cash on Delivery?
We're afraid not - please use one of our other multiple safe payment options.

Do I get a receipt for my online order?
Yes, as soon as your order is submitted and confirmed we will send you an email/SMS confirmation, you'll also get a printed copy when your order is delivered.

What happens if I lose my original order invoice?
Don't worry! We will email your order invoice to you and you can also view it in your order history when logged in to your account.

How long does Jumbo keep my payment and order records?
We keep these details in your user account - these are safe and not shared with any third parties.

I was charged the wrong amount - what do I do?
This shouldn't happen, but if you feel there has been a mistake do call us on 600-532395 or write to us on serve@jumbo.ae with your order ID and we'll sort it out for you at the earliest.

Does Jumbo save my credit card details?
No we don't. We use PayFort as our payment gateway and Mashreq Bank as our banking partner to guarantee you world-class payment security. We respect your privacy and do not share your details with any third parties.

What do I do if I pay but I do not get redirected to the website?
This shouldn't happen, however if it does take a screenshot of the error message and send it to Serve@Jumbo.ae. If the payment has failed due to interruption of internet connection please try again or check with your credit card provider to confirm if payment has been authorised. If you are still not sure, we'll be happy to help you get it sorted over the phone – Call 600-532395.

What if I check out on the Jumbo Website and cannot continue shopping?
Click on the CONTINUE SHOPPING button on the checkout page or just click on the JUMBO logo - this will take you back to our home page.

What do I do if I confirm online payment but I don't get a confirmation email/SMS?
You should receive your email/SMS order confirmation from us within minutes of placing your order. Or one of our team will call to confirm over the phone. If you do not hear anything, please call us on 600-532395 or write to us on serve@jumbo.ae with your order ID and we'll replace it as soon as possible.

What if my order payment total is different on my credit card as compared to my online order?
Please call us on 600-532395 or write to us on serve@jumbo.ae with your order ID and we'll sort it out as soon as possible.

Do you have additional charges for different payment types?
No, you will pay the same amount irrespective of your mode of payment. The price remains the same for credit card purchases as well as cash on delivery.

Can I redeem gift vouchers or coupons online?
Sorry, we're not currently offering this service but working on it - watch this space!

Can I change my payment method once I've paid for my order?
Sorry. If you've already paid using your credit card or Paypal you can't change the payment method.

DELIVERY ------------------------------------------------

Where does Jumbo.ae deliver to?
We cover the entire UAE, please click here to view.

What types of delivery options does Jumbo.ae offer?
Jumbo offers the following shipping methods :
Guaranteed Free Nationwide Shipping
Delivery and Installation (for Bulk Products)
Click & Collect

How much do you charge for delivery?
AED15 Delivery Charge for all orders valued less than AED200

If I've ordered a huge product - will someone help me install it?
Yes, we'll be happy to help. Most products that do require installation will be assisted by us absolutely free. If free installation is not applicable on a specific product we would be happy to do it for you at a nominal charge.

Can I schedule a delivery time for my order?
Of course. Choose a time slot that suits you when you receive our call and we'll deliver at your convenience.

When will my order be delivered?
We'll deliver to you at the time/date you specified on your order. Don't forget you can track your order online at any time. Track your order online.

Where do you deliver to?
We deliver all across UAE. Check our List to see specific details.

Do you deliver to the workplace?
Yes, we deliver to any address across UAE.

Do I need to show ID when receiving the order?
Yes, please make sure you have valid ID(Emirates ID, UAE Driving License, Passport copy, etc.) so we know we are delivering to the correct person.

What's Click & Collect?
It’s a great service we offer, order online and pick up at your local Jumbo Store.

Can I have my order delivered outside of UAE?
At the moment we don't offer this service but watch this space!
But we do accept special requests. You may want to call us at 600-532395 and we will try our best to delight you.

How much does it cost to deliver outside UAE?
At the moment we don't offer this service from Jumbo.

Do I need a separate shipping insurance?
No - your order is already covered until it is delivered to you.

Can I order installation separately?
Installation service is only available at the point of delivery, However it can be purchased separately at an additional fee. Call 600-532395 for more details.

Can my shipping address and billing address be different?
Yes, you can add more addresses at checkout - keep your favourite addresses saved by signing up for your Jumbo account.

Can I change the delivery address for my order?
Yes, please call us on 600-532395 or write to us on serve@jumbo.ae with your order ID and we'll make the change as soon as possible

What is Eco-Delivery?
Choosing an eco-delivery day simply means we are already in your area. You can do your bit for the environment by selecting this day, that way you help us reduce the traffic on the roads and save fuel. Together we're cutting carbon emissions.

CANCELLATIONS, RETURNS & WARRANTY ------------------------------------------------

I have a complaint - whom do I call?
600-532395

Can I email Jumbo about any issues or give feedback?
Yes. We are here to help. You can mail us at Serve@Jumbo.ae and you will receive a response in maximum two business days.

Can I return an item if I'm not happy with it?
Yes, we value your purchase. However, Terms & Conditions apply.

How long do I have to return any of my order?
Within 5 working days from date of delivery and as per the return policy.

Can I get an extended warranty online?
Yes you can purchase an additional extended warranty along with the product. You need to select the duration of the warranty when adding the product to cart.

How long will it take to receive my refund voucher?
As soon as you have returned your item(s) at the store we'll be happy to hand you your store credit voucher instantly.

Do I get a refund if I returned my product and if I have made a credit card payment?
You won’t have to worry about your refund when you shop with Jumbo. We are happy to refund you the money in the form of store credit or credit card reversal. Please note that we do not refund by cash.

How do I return the product?
Its ok to change your mind. You can walk into any Jumbo store and return the product and buy anything else you want. If you want us to collect the product from your house, we are happy to do the same at a nominal fee.