Home  /  FAQ

  • No. Registration on Rafeeq is absolutely free.

  • You can register by clicking on the "Sign Up" link at the top right corner of the homepage. Please provide the information in the form that appears. You can review the terms and conditions, provide your payment mode details and submit the registration information.

  • You can surf and add products to the cart without registration but only registered shoppers will be able to checkout and place orders. Registered members have to be logged in at the time of checking out the cart, they will be prompted to do so if they are not logged in.

  • Each email address and contact phone number can only be associated with one Rafeeq account.

  • Yes, you can add multiple delivery addresses in your Rafeeq account. However, remember that all items placed in a single order can only be delivered to one address. If you want different products delivered to different address you need to place them as separate orders.

  • Each email address and phone number can be associated with one Rafeeq account only.

  • Yes, we do understand the importance of time and the toil involved in shopping groceries. Up to three members in a family can have the same address provided the email address and phone number associated with the accounts is unique.

  • Yes, you can save up to 3 addresses under your account. Your first address will be your default address. If delivery has to be made for other address, you have to select that address.

  • My Account is the section you reach after you log in at rafeeq.om. My Account allows you to track your active orders, credit note details as well as see your order history and update your contact details.

  • You need to enter your email address on the login page and click on forgot password. An email with a reset password will be sent to your email address. With this, you can change your password. In case of any further issues please contact our customer support team.

  • Credit notes reflect the amount of money which you have pending in your Rafeeq account to use against future purchases. This is calculated by deducting your total order value minus undelivered value. You can see this in “My Account” under My Wallet details.

  • You can pay for your order on rafeeq.om using the following modes of payment: a. Cash on delivery b. Card on Delivery c. Credit and debit cards (VISA / MasterCard)-COMING SOON

  • There are no additional taxes added by Rafeeq to your order, it can be add in future if the government implement any VAT or other Taxes

  • Cash on delivery means that you can pay for your order at the time of order delivery at your doorstep.

  • If we are not able to delivery all the products in your order and you have already paid for them online, the balance amount will be refunded to your Wallet account as store credit and you can use it at any time against your future orders. Should you want it to be credited to your bank account please contact our customer support team and we will refund it back on to your card.

  • Once you are done selecting your products and click on checkout you will be prompted to select delivery slot and payment method. On the payment method page there is a box where you can enter any coupon code that you have. The amount will automatically be deducted from your invoice value.

  • Once you are done selecting your products and click on checkout you will be prompted to select delivery slot. Your order will be delivered to you on the day and the time slot selected by you.

  • Every fruit and vegetable varies a little in size and weight. While you shop we show an estimated weight and price for everything priced by kilogram. At the time of delivery we weigh each item to determine final price. This could vary by 5% at maximum.

  • We have a dedicated team of delivery personnel and a fleet of vehicles operating across the city which ensures timely and accurate delivery to our customers.

  • You can change your delivery address on our website once you log into your account. Click on “My Account” at the top right hand corner and go to the “Update My Profile” section to change your delivery address.

  • Delivery fee is 1.2 OMR for express delivery and free of charge for scheduled, other days deliveries.

  • You will be able to check this detail at the time of checkout when you enter the address. If we are unable to deliver in your area - we will inform you before checkout.

  • In case of a delay, our customer support team will keep you updated about your delivery.

  • The minimum order amount is 10 OMR for scheduled & express delivery.

  • Express delivery is the same day delivery available for 24/7, provided minimum in 2 hours of the placed order. Every express delivery is subject to slot availability.

  • The same day delivery is applicable to our entire range of products.

  • Delivery slots are time slots during which you will receive your order. Rafeeq currently offers 4 delivery slots each day for scheduled and express delivery.

  • Cut off time is the time after which the order gets processed for delivery. After this time you will not be able to modify or cancel your order. Cut off time for next day delivery is 10:00 PM and for Express Delivery there is no cut off time. However, express delivery will not be available on certain occasions due to heavy flow of orders.

  • Unfortunately, you will not be able to make any changes to your order after the cut off time for your selected slot. However, if you do not wish to buy a product you may return it at the time of delivery and the amount will be credited to your Rafeeq wallet.

  • Delivery slot cannot be changed once the order is placed. In case of an urgent requirement of change of slot please contact our customer support team and we will try our best to accommodate your request.

  • Once you have placed your order you will not be able to make modifications on the website. Please contact our customer support team for any modification of order.

  • No you can only order products which are in stock. We try to ensure availability of all products on our website however due to supply chain issues sometimes this is not possible

  • You can check current status of your order in My Account/Orders; you will receive an SMS for status of your order.

  • Our shopper will contact you by phone, SMS or whatsApp in case of unavailability of product

  • You can cancel an order before the cut off time of your slot (1 pm for evening slots and 6 am for morning slots) by contacting our customer support team.

  • At the time of delivery, we advise you to kindly check every item as in the invoice. Please report any missing item that is invoiced. As a benefit to our customers, if you are not available at the time of order delivery or you haven’t checked the list at the time of delivery we provide a window of 48hrs to report missing items. This is applicable only for items that are invoiced.

  • Our customer service team is available throughout the week, all seven days from 7 am to 10 pm. They can be reached at +968 24726611 or via email at [email protected]

  • Our customer service team is available throughout the week, seven days from 7 am to 10 pm.

  • Our customer support team constantly strives to ensure the best shopping experience for all our customers. We would love to hear about your experience with Rafeeq. Do write to us [email protected] in case of positive or negative feedback.

  • If you face any issues with price, quality or delivery of products we will take every measure to address the issue and make it up to you. Please contact our customer support team with details or your order as well as the issue you faced.

  • We have a "no questions asked return and refund policy" which entitles all our members to return the product at the time of delivery if due to some reason they are not satisfied with the quality or freshness of the product. We will take the returned product back with us and issue a credit note for the value of the return products which will be credited to your Wallet account. This can be used to pay your subsequent shopping bills. For grocery and perishable products, you have up to 14 days after delivery except baby food, fresh and frozen items.

  • No we are a purely internet based company and do not have any brick and mortar store.

  • There is a link called “Deals” on the top right hand side of our website. All products with any discount or promotions are listed under this section.

  • We have a no questions asked return policy. In case you are not satisfied with a product received you can return it to the delivery personnel at time of delivery or you can contact our customer support team and we will do the needful.

  • If you are unable to find a product or brand that you would like to shop for, please write to us at [email protected] and we will try our best to make the product available to you.

  • Rafeeq has a standard policy of weight variance up to 5% on its orders. However, in the case of fresh products, the final weight can only be determined at the time of preparing the order. For example, a fresh chicken may weigh 1.15 KG while the order would have been taken for 1 KG. The store would not be in a position to provide the exact weight requested for and would only be able to sell the fresh chicken in its entirety. This change in weight is reflected in the bill amount difference. You are requested to pay the amount in the bill provided by delivery staff at the time of delivery along with the applicable delivery charges.

  • Cash back is our loyalty program that we offer to our registered customers. Customers will get cash return on certain items that will be added to their wallet and can be used in their next orders.

  • All registered customers by default will be enrolled for cashback program by placing their first order. Upon delivery cashback will be activated.

  • If you forget to add or remove any item, it can be edited before order status changes to - In Progress. Once the order status changes to In Progress, you have to call our Customer support center to do the changes.

  • Customers can type their item names and click on search. System will automatically sort those items and display for you.