Customer service
Click & Collect
Shop online and collect from our store
TITLE: Where do you ship in the UAE?
We ship across the UAE – be it in Dubai, Abu Dhabi, Sharjah, Al Ain, Ajman, Fujairah, Ras Al Khaimah or Umm Al Quwain.
TITLE: What type of shipping services do you offer?
We currently offer Standard delivery service which will take 1-2 business days.
TITLE: Can I get free delivery for my order?
Delivery is FREE for orders over AED 100. Otherwise, you will be charged AED 15 for delivery.
TITLE: How will I know when my order is on its way to me?
We will send you an email when your order has been shipped. We will also give you a call to arrange the most suitable time to deliver your order.
TITLE: Can I change my shipping address after placing an order?
Yes, you can. Just give us a call at 800-WATSONS (800-9287667) and provide the new shipping address you would like us to ship to.
TITLE: Do I have to present anything at the time of shipping?
We might ask for a valid ID so please be ready to present either your Emirates ID, passport or driving license.
TITLE: Can someone else receive my order on my behalf?
Definitely! He or she will only need to present either their Emirates ID, passport or driving license.
Orders
TITLE: How can I browse or find a product?
Our website is designed to help you find specific products through different means.
- You can search for a product throughout the website by indicating keywords in the search bar on the homepage and other pages on the website. Keywords you can use include the brand name, product name or product type along with details such as colour, size or other characteristics
- You can also narrow down to a specific type of products by navigating through particular categories and sub-categories. You’ll find our main product categories on the top of the screen all throughout the website.
- When you’ve landed onto a particular list of products, you can further narrow down your search by selecting particular filters such as price, brand, product size, colour and more.
TITLE: How do I place an order?
Found the product you want? Follow these easy to place and order:
- Specify how many units of the product you want to order by indicating a number in the quantity selector. You can also adjust the quantity by pressing the plus (+) and minus (-) buttons.
- Select Add to bag. From here, you can select Continue shopping to add other products to your order or Go to bag to proceed to checkout.
- If you haven’t signed into the website, you’ll be asked to do so while on Checkout. Alternatively, you can also register a Watsons account, sign in through Google or Facebook or checkout as guest.
- On the Shipment stage, select whether you’d like us to deliver to your address or you’d prefer to collect your order from our store. If you choose Home delivery, make sure to indicate your correct delivery address and delivery contact number. If opting for Click & Collect, select your collection store and indicate your correct contact details. Select Continue to review & pay.
- Choose how you’d like to pay for your order. Review the product(s) in your bag and, if everything’s in order, select Place order.
- You’ll see an order confirmation or Thank you page on the screen of your device with the details of your order.
TITLE:How do I know if I have completed my order?
When you get to our Thank you page with your confirmed order details, that means that you have completed your order. We will also send you an email and SMS to confirm that we have got your order.
TITLE: How can I check the status of my order?
You can track your order right here.
TITLE: Can I amend my order after it has been placed?
Unfortunately, you won’t be able to make changes to your order once it has been placed. Instead, you can use our free returns service to return your unwanted products. Note that you can return your product(s) within 30 days of your receiving them.
TITLE: Can I cancel my order?
Yes, but only if your order is still being processed by us. To cancel your order, get in touch with us through 800-WATSONS (800 9287667). If your order has already been handed over to our delivery partner, you will not be able to cancel your order. You can instead use our free returns, which is within 30 days of you receiving your products.
TITLE: Why were products in my order cancelled?
If some of your products were cancelled, this might be because they became out of stock after you placed your order or are already nearing their expiration date. If you paid online, we would have automatically started working on the refund of your cancelled products.
TITLE: My entire order was cancelled even if I didn’t initiate the cancellation. What happened?
This could have been because we ran out of stock for your product(s) way too quickly. On the other hand, it may also be because we could not verify your online payment details. In this case, we would have automatically started working on your refund.
TITLE: How do I save products in my wish list?
If you haven't quite made a decision about purchasing a product, don't fret. Just add the product(s) to your wish list while you think it over. Note, though, that we’ll only save your wish list for 30 days, so make sure to check back and place your order before then. You can access your wish list by selecting the heart icon at the top right corner of the homepage.
TITLE: What if the item I wanted is sold out?
In this case, you can select Notify me on the product page and then indicate your email address so that we can let you know when the product(s) comes back in stock.
Payment
Find out about our payment options, VAT and more
TITLE: What payment methods can I use?
There are a number of payment methods to choose from including Visa, Mastercard, Amex and Apple Pay. You can also opt to pay by Cash on Delivery, which is a service that is completely free.
TITLE: Are your prices inclusive of VAT?
Yes. All prices on our website are in local currency (AED) and already include VAT.
TITLE: My order has just been canceled because there’s a problem with it. What happened?
We’re sorry this happened, but your order was canceled because we couldn’t process your payment details. If you’d like to place a new order, please make sure to check the following details first to ensure your order goes through:
The card details saved in your account must have the correct information — this could involve anything from the expiry date to your name
Make sure you’ve entered the right security code — that’s the 3- or 4-digit number at the back of your card
TITLE: When is my Blue cashback credited?
Blue cashback is credited only after order is delivered or collected.
Returns & refunds
Find out about our hassle-free returns and refunds process
TITLE: How long do I have to return a product?
From the time of shipping or collection, you will have 30 days to return your purchase, as long as it meets our return policy.
TITLE:What is the refund policy?
We always work towards delivery that’s 100% accurate while ensuring that each product is in perfect condition when it reaches our customers. In case of errors, however, we’d be more than happy to give you a refund if the following conditions are met:
A product(s) was found to be defective or damaged upon delivery
An incorrect product was delivered
A delivered product(s) is different from what was described online
A product(s) was near its expiry or has already expired when delivered
A product(s) was in the initial order but was not delivered
TITLE: What are the refund terms & conditions?
All products for return must comply with the following terms & conditions:
Product(s) must be in its original, unused purchase condition
Packaging of each product must be unopened and not defaced in any manner
Product(s) must be accompanied by a proof of purchase such as a receipt or tax invoice
All paperwork, parts and accessories that was delivered with the product(s) must also be returned
If the product(s) was purchased as part of a set, pack or bundle, all other product(s) in the set, pack or bundle must also be returned
TITLE: How will I receive my refund?
We’ll offer your refund via your original payment method.
If you paid online, your refund will be credited to the bank/credit card or Blue Wallet used for payment.
If you paid through Blue Prepaid, your refund will be credited to a new Blue Prepaid card which we’ll send you through email.
If you paid through cash on delivery, your refund will be credited to your chosen bank account.
TITLE: Are there any products excluded from the return and refund policy?
Products that are labelled as non-returnable and/or non-refundable on our website cannot be returned and refunded.
TITLE: How do I return my products?
We’ve made it as easy as possible to return any unwanted products. You can either return it at any of our stores in the UAE or call us at 800 WATSONS (800 9287667) to arrange a pick up of your products. You can also send an email to customer.service@watsons.ae.
TITLE: If I have paid through my debit or credit card, how long would it take for me to get my refund?
The whole process will take 2 to 3 weeks, starting on the day we notify you that we have received your product to your bank processing the return.
TITLE: I paid through cash on delivery. How do I get my refund?
There are 2 ways you can get a refund for your Cash on Delivery order. You can either get the amount credited to your bank account by filling in the refund form we sent through email and sending it back to us or get a cash refund by returning your product in any of our stores in the UAE.
TITLE: Will I get my VAT refunded when I return products?
Yes, you will. Just make sure to also present a proof of purchase, such as your receipt or tax invoice.
TITLE: When I return a product, will I get a refund for the shipping fee?
Unfortunately, you will not be able to get a refund for your shipping fee. In case you need more clarification on this, you can give us a call through 800 WATSONS (800 9287667).
TITLE: I got refunded the wrong amount. What do I do?
If you think you received your refund in the wrong amount, please get in touch with us at 800 WATSONS (800 928 7667) and we will be happy to help you.
Shipping & services
TITLE: Where do you ship in the UAE?
We ship across the UAE – be it in Dubai, Abu Dhabi, Sharjah, Al Ain, Ajman, Fujairah, Ras Al Khaimah or Umm Al Quwain.
TITLE:What type of shipping services do you offer?
We currently offer Standard delivery service which will take 1-2 business days.
TITLE: Can I get free delivery for my order?
Delivery is FREE for orders over AED 100. Otherwise, you will be charged AED 15 for delivery.
TITLE: How will I know when my order is on its way to me?
We will send you an email when your order has been shipped. We will also give you a call to arrange the most suitable time to deliver your order.
TITLE: Can I change my shipping address after placing an order?
Yes, you can. Just give us a call at 800-WATSONS (800-9287667) and provide the new shipping address you would like us to ship to.
TITLE: Do I have to present anything at the time of shipping?
We might ask for a valid ID so please be ready to present either your Emirates ID, passport or driving license.
TITLE: Can someone else receive my order on my behalf?
Definitely! He or she will only need to present either their Emirates ID, passport or driving license.
Your account
Learn how to register an account and update your personal details
TITLE: How do I register an account?
Registering a Watsons account is so easy! Simply provide your details on our Register page and click Create my account now and you are done!
TITLE:How do I change my password?
To replace your password, sign into your account and select Change password in your Account overview.
TITLE: Can I change my email address?
We’re sorry, but that’s not possible because your existing email address is linked to all your account details. If you’d like to use a different email address, then you’ll need to create a new Watsons account.
TITLE: How do I add a new payment card or remove an old one?
When you checkout, you’ll be given the option to add a new payment card by saving your new card information. If you’d like to remove old payment card information, you can do so by signing into your account, selecting Account overview and then clicking on Saved cards.
TITLE: Can I add a new shipping address or edit my existing address?
Yes, of course! Just sign into your account, access your Account overview and select Address book. Now, you can add or edit your shipping address and also set a default address for your next order.
TITLE: What else can I do with my Order history apart from viewing past orders?
Your Order history will give you plenty of information! This is where you can check in on current order statuses, access your digital receipts, print them or re-order previously ordered items.
TITLE: Can I shop without an account?
Yes, you can, by choosing to checkout as a guest. However, we will still need a few details from you like your contact number and address, so we can process your order and know where to send it.
TITLE: I can't log into my account. What could be the reason for this?
There are several reasons why you may face problems logging into your account:
Make sure to login using the same email address and password that you have registered with.
If you have lost or forgotten your password, click on Forgot password and we’ll send you an email with instructions on how to reset your password.
If you’re still facing other problems signing into your account, our Customer Service team would be happy to help. You can get in touch through the Contact Us form on our website. You can also email us at customer.service@watsons.ae or call us at 800-WATSONS (800-9287667) and we'll assist you as soon as we can!
TITLE: What else can I do with my account?
While you are signed into your account, you can also do the following:
Change your subscription preferences to our newsletters and promotions by selecting My Preferences and choosing the way we contact you – either through email or SMS.
By selecting Personal details in your Account overview, you have the option of changing your contact details so that we can provide recommendations tailored just for you.