- Where can I see my orders?
Sign-in to your account. Click on your profile name displayed on the top right corner, then click on “My Account” to view all your successful orders.
- Can I cancel or amend the order?
To cancel your order, please contact our Customer Care Team on 800-CHEERS (800-243377).
Unfortunately, we cannot amend your order once placed. If you need to remove items from your order, you may raise a request to cancel the order and place a new order on our website for desired items.
- How do I know when my order is accepted?
As soon as you place an order online you will receive an email confirmation which will consist of your order details and order number.
- How do I know the status of my order?
You may contact our Customer Care Team via phone or web chat between 9 AM to 6 PM, to check your order status.
Alternatively, you may also write to us at email@example.com. Please do include your order number to expedite your request. You will find the order number in the confirmation email sent to you.
- How to place an order on our website?
To place an order on AfricanEasternDXB.com for home delivery, you have to first be registered on LicenseDXB.
This includes all UAE residents & tourists over the age of 21, even if you already have a valid alcohol license registered in Dubai.
To register on LicenseDXB:
- Visit the website: LicenseDXB.com.
- Sign Up for a new account by entering your First Name, Last Name, Mobile Number, Email ID, Resident/Tourist status, Emirates ID number for Residents or Passport number for Tourists, Date of Birth, select African+Eastern as your Favorite Vendor, and agreeing to the Terms of Registration.
- You will receive an OTP (One Time Password) on your registered email ID for verification
- After OTP verification, you will receive your temporary password in your email inbox.
- You can use this temporary password to Sign In to LicenseDXB.com and update to your desired password.
- After logging in to LicenseDXB with your email ID and new password, you will see your User Dashboard.
- To place an order for home delivery, please visit AfricanEasternDXB.com and login with the same UserID/Password that you have created on LicenseDXB.com.
- Kindly note that this registration process is only 1 time, and you can now continue to use this login information directly on AfricanEasternDXB.com
To place your order online:
- Start your journey on AfricanEasternDXB.com and login to your account
- Click on the desired product category (Beers, Wines & Spirits) mentioned on the top of the page, or use the helpful Search bar to type in your favourite brands or products
- Browse through our range of products and click on “Add to Cart” button to select your preferred item
- The product(s) you’ve selected will be added to your cart
- You may continue shopping and adding additional items to your cart
- To view your cart, click the Cart icon
- While in your Cart you may change the quantity for each item
- After selecting your desired quantity, click “update shopping cart” button to reflect the changes
- When you are ready to checkout, click on “Proceed to Checkout” button
- You will be asked to verify your phone number, if not done earlier. To verify phone number, click the button to generate OTP. An OTP will be sent to your number updated in your profile; enter the code to complete verification. Post verification, click “Next” button to continue your checkout process. OTP verification is optional, but helpful in delivering your orders on time
- If you are a returning customer, your last updated address will be auto selected. You may change your contact details and address as required. If you are a new customer, kindly update your name, contact details and address
- Choose your Delivery Date & Time slot from the available options
- Review your order summary and choose your preferred payment method
- Finally, click on the “Confirm Order” button to place your order
- You will get an order confirmation via email on successful submission of your order.
- What should I do if I have a problem with my ordered item(s)?
Please get in touch with our Customer Care Team via phone or web chat between 9AM to 6PM. Or you write to us at firstname.lastname@example.org describing the problem you have encountered. Our team will do their best to make things right for you.
- Are the products authentic ?
All our products are 100% authentic. They are stored and transported in climate-controlled conditions to your doorstep. All perishable products are supplied with sufficient shelf life of up to 1 month and above.
Every product comes with a quality guarantee. If for any reason you are not satisfied with the product you may refuse to accept it at the time of delivery, and we will take it back as a return.
- Why is the packaging of the product I received different from the picture on your website?
The product image is only for representation purpose, and actual packaging of the product may differ from the image on our website.
- Is your full portfolio available online?
At present we offer a select range of your favourite products through our website for home delivery. Please visit our website regularly as we keep adding new products and increase our offerings!
- Can I use a group discount, discount coupon or gift voucher while placing orders online?
YES - if you have received a discount coupon code, you can apply a valid code to your order during Checkout for Extra Savings!
- Is it safe to place an order using your website?
We use the latest encryption technology to ensure your information is treated securely and to protect against unauthorized access.
- Who is eligible to place orders on your website?
To use our online platform for home delivery, you must be:
- over 21 years of age
- UAE Resident with a valid Emirates ID -OR- Tourist with an original passport
- Registered on LicenseDXB.com
- What is your Delivery Schedule?
We deliver on all days, including Sunday and Public Holidays.
Please select your desired Delivery Date & Time slot from the available options during Checkout.
- Do you offer Same Day Delivery?
Yes! Same-Day Delivery is possible if Delivery Time slot is available.
- Is there a minimum order value?
Yes – the minimum order value is AED 150 (including VAT).
- Is there a delivery charge?
No – we offer FREE HOME DELIVERY on all your orders!
- Do you deliver to all areas in Dubai?
Currently, we deliver to all areas of Dubai, except city outskirts areas like Hatta. Kindly select your Address Delivery Zone during SignUp/Checkout to confirm delivery zone availability.
- Can you deliver at my office address?
No - due to the nature of our products, we can only deliver to your home address or serviced apartment/hotel.
- Do you deliver to serviced apartments and hotels?
Yes – provided your serviced apartment or hotel permits deliveries.
Our delivery team will call you once they have arrived at your location. If the building security does not give our team access to the building, you will be required to meet our delivery team in the lobby to accept your delivery. Please note that if you fail to meet our delivery team, we will take your order back as undelivered, and refund your payment if paid online.
- How will you deliver my order?
Your order will be delivered to you in a climate-controlled vehicle. Our team will call you before arriving at your location to confirm the delivery time. Please be available during the selected delivery time slot to accept the delivery.
At the time of delivery, you will be required to present your valid Emirates ID (for UAE residents) or Passport (for tourists) for validation.
- Why do you need to check my ID?
As per UAE law, only persons over the age of 21 can accept deliveries for alcoholic beverages. To verify your age, we request you to provide us with your valid original ID.
Please note that our delivery team will take a photo of your valid ID as proof of delivery for each order. Your information is kept private and confidential, and stored securely in our records for audit requirements only.
- What if some of the items are missing from my order?
This may occur if the item you ordered is out of stock. We try our best to ensure this does not happen but if it does occur, please be assured we will refund the appropriate amount back to your credit/debit card if paid online. For Cash/Card-on-delivery payments, the invoice amount and payment collected will be for the delivered items only.
African + Eastern reserves the right to amend your order in whole or in part, at any time and without liability or compensation remove any item that is out of stock, damaged, spoiled, or unavailable for any other reason, to successfully complete your order.
Although we will always try to cater to all your orders, an order of unusually large quantities of different or one product can only be fulfilled at the discretion of African+Eastern.
- What should I do if I am unhappy with the vintage of the wine I have received?
We want you to have the best experience possible when you order wine from us. Please note that the vintage of the wine you receive may vary based on the supply and availability of stocks at the time of your order placement. We are unable to guarantee the vintage of the wine you will receive. However, if you are unhappy with the vintage you have received, please feel free to return the item at the time of delivery and we will issue a refund (if paid online) once the product is received and processed in our warehouse.
Also, please note that images on our website are for illustration purposes only and may not reflect the vintage of the wine you will receive.
- What is your return & refund policy?
At African+Eastern Direct (www.AfricanEasternDXB.com), we take great care in sourcing, storing, packing, and delivering your favorite brands to your doorstep.
Our Team of trained professionals endeavors to provide all products to you in an optimal condition, with due diligence completed at all points in the purchase and logistics chain.
Returns & Refunds are valid only on items that are Damaged or Faulty when delivered to you.
We will be happy to provide a replacement goods on the rare occasions that a breakage occurs in transit or for products that are faulty, on a case-by-case basis. Our Customer Care Team must be notified of damaged or faulty products within 24 hours of receipt. We may require the faulty products to be returned to us, so kindly keep all the original packaging as received. In order to process a replacement due to damage or breakage, a clear photograph(s) of the damaged goods will need to be provided to our Customer Care Team.
In case if we are not able to provide a replacement, we will be happy to refund you for the returned items. We will refund the value of the items by using the same payment method you used when you bought them from us (Cash or Card). Payment amount will be refunded only in UAE Dirhams currency.
Please call our friendly Customer Care Team at 800-CHEERS (800-243377) between 9 AM to 6 PM or email us at email@example.com for more details or help with your Returns/Refunds process.
- How long will it take for me to get my refund?
In case of Out of Stock items, we will process your refund within 72 hours.
In case an order was refused at the time of delivery, we will process your refund within 72 hours of receiving the stocks back in our warehouse.
Please note that depending on your bank’s processing timelines, it may take about 7-14 business days for the refund to reflect in your credit/debit card account.
- It’s been over 15 days and I am yet to receive my refund. What should I do?
We truly regret the inconvenience and will be happy to help resolve this issue. Please call our friendly Customer Care Team at 800-CHEERS (800-243377) for immediate assistance.
- What are the payment options?
Our delivery team is equipped to receive payments through Credit/Debit card or Cash-on-Delivery, as per your convenience.
We also accept secure online payments via Credit/Debit Cards.
- Do you charge extra for Pay-on-Delivery?
No - we do not charge you any extra fees for this convenient service.
- Do I need to pay VAT?
Yes. All orders are subject to the 5% VAT, in compliance with UAE regulations. Your invoice value is inclusive of VAT.
- Problems logging in?
Kindly visit LicenseDXB.com to reset your password, and then use the same ID/Password on AfricanEasternDXB.com to Login and place your order.
If you continue to face issues with Logging In, please contact our friendly Customer Care Team at 800-CHEERS (800-243377) for further assistance.
- How can I contact you?
You may contact our friendly Customer Care Team via web chat, email (firstname.lastname@example.org) or phone at 800-CHEERS (800-243377).
Our Team is available to assist you from 9AM to 6PM daily.
- What health and safety measures will the delivery team follow?
All our drivers will wear face masks and are trained to high levels of sanitization before handling any products/deliveries.
Drivers are trained to practice social distancing and therefore will stand at least 2m from the door when delivering your order.
- Is it possible to reduce contact with drivers when they deliver my orders?
Yes. Our delivery team have been advised to reduce contact with customers by
- Checking IDs as well as collecting payments (if payment on delivery is selected) from a distance.
- After successful payment (if applicable), placing packages at the customer's doorstep and stepping back.
- How will you deliver my order if my building has restrictions and will not allow your delivery team to come to my floor?
Our delivery team will call you once they have arrived at your location. If the building security does give access to our team, then you will be required to meet our team in the lobby of your building and complete the delivery process. Please do carry your valid ID as our team will need to validate it before delivering the goods.
- Our primary objective is to deliver all the products ordered in the right quantity and to a high-quality standard.
- User acknowledges that products are subject to stock availability and to human errors. African + Eastern reserves the right to amend your order in whole or in part, at any time and without liability or compensation remove any item that is out of stock, damaged, spoiled, or unavailable for any other reason, to successfully complete your order.
- It’s in our best intention to maintain the replaced item’s price the same as per the brand you ordered but in case of a higher valued replacement, the price may increase.
- We do our best to ensure that all items shown on our website are available to deliver. If, however any product you order is out of stock or unavailable we may call you to select a substitute.
- No subsequent delivery is obligatory to be made, and the customer is not entitled to claim any further compensation.
- If for any reason beyond our reasonable control, we are unable to supply a particular item, we will not be liable to the customer.
- Please note that we may attempt to reach customer for substitute products if selected products are unavailable, the customer has the right to reject the substitutes offered.
- Although we will always try to cater for your orders, an order of unusually large quantities of different or one product can only be fulfilled at the discretion of the Delivery Team.