Help & Support

 

About US

THE is an easy and secure platform for people to discover and shop the products they love. With fast delivery, easy payment and return options and 24-hour customer service, find everything you need at competitive prices. All our products are backed by our authenticity promise and THE warranty.

Our Commitment To You

• Authenticity

We have a dedicated product integrity team who have been trained by world renowned brands to identify the difference between authentic and fraudulent products, and ensure we only sell authentic products. This team works across all areas of the business to ensure our products, from fragrance to technology and beyond, can be bought with confidence.

• Product quality

We stock the world’s leading brands along with a diverse selection from our merchant partners to bring to you the best quality and range of products available. Our products are inspected and meet strict quality control standards before they are shipped to you. If you have any concerns about a product you have received, please contact our customer service team via chat or on Whatsapp. 

• Best market price

We believe in fair, everyday pricing on authentic products you can trust and an exceptional shopping experience. Our friendly customer service team is available 24/7, every day of the year. Reach out to them anytime via chat or on Whatsapp. 

• Fast service

We offer same or next day delivery, on your terms. We will always show you the best delivery options based on your product choice and delivery address.

Hours of operations

Get in touch with our customer service team on Hotline:+971 4 324 0667 in UAE between 9:00 am to 10:00 pm, Our email and social media channels are open 24/7, to ensure a smooth shopping experience for you.

Our communication channels

We can be contacted via:

• Live chat
• Email [email protected]
• Call +971 4 324 0667 

On social - we’re on Facebook, Instagram, Twitter and Linkedin
We’re always looking for ways to make your shopping experience more enjoyable. Get in touch with us!

Here you'll find information of all the promotions that are currently running on THE.

How to get a coupen code & discount codes?

Shop online: Get shopping on THE website or APP (applicable areas only) and get a chance to receive a coupen & discount codes with your order 

THE coupon codes (For discounts and cashback) 

• Use the unique coupon code at checkout on your next THE purchase 
• Validity of Coupon codes depends upon the Offer
• Each coupon code may have a maximum discount and/or a minimum order  
• Coupon codes can be used once per customer only. 
• Coupon codes are valid on selected THE Elite items
• Coupon codes will not apply if you pay using cash on delivery. 
• Coupon codes cannot be combined with any other voucher or coupon code

Everything you want to know about your orders, addresses, payment methods and more.

• Create an account

How can I create a THE account?

Getting started with us is easy.

Click on our Sign Up page. Fill in the required fields - we'll need your name, email address and desired password (minimum length of password is 8 characters).

Click ‘Create Account’.

That’s it! You're now part of THE family!

Can I create multiple accounts?

Yes. However, you will have to use a different email address for each account that you create.

• Account Management

How do I change my password?

Visit 'My Profile'. Click on 'Change' next to your password.

Once you change your password, you will receive an email confirmation for the same.

Where can I view all my saved addresses?

Login to your THE profile.

Under 'My Profile', click on 'Addresses’ to view all your saved addresses.

Can I add or edit delivery addresses?

Add Delivery Address:

If you haven’t added an address, click on the 'Address' tab under ‘My Account’  .

Click ‘Add New Address’.

You will see an address form where you’ll be able to enter your First Name, Last Name, Mobile Number, City, Area, and Address Label.

This address will be selected as the default address.

To add multiple addresses, click on ‘Add New Address’.

Edit Delivery Address:

 To edit an existing address, go to ‘My Profile’ and simply click on an existing address to edit it.

What is an OTP?

An OTP is a “one time” password that is randomly generated so that the user can authenticate their mobile device.

At THE, an OTP is sent to you when you change your mobile number or during the verification process at checkout.

In the unfortunate event that you misplace your phone, please contact customer service and change the mobile number linked to your THE account.

Contact our customer service team on 971 4 324 0667 or chat with us for more information about OTP and how to use it.

Problems logging in?

Need help? Contact our customer service team at 971 4 324 0667 or chat with us for further assistance.

This is for everything THE related, all general information goes here from our partnerships to our merchandising.

 

How do I see product specifications?

Search for the product of your interest and click on it to view the product page.

Scroll down the page to find the ‘Specification’ tab or click on the floating “Specification” button to view all the product specifications.

How do I see product reviews?

Search for the product of your interest and click on it to view the product page.

Scroll down the page to find the ‘Reviews’ tab or click on the floating “Reviews” button to view all buyer reviews for the related product.

What can I see in my cart?

Your cart will consist of the products that you added by clicking on the 'ADD TO CART' button.

You have the option to view your cart by clicking on the 'CART ICON' on the top right corner of the website.

How do I enter a coupon code?

Updated 2 hours ago

On the cart’ page, you will find an option to add your coupon code, enter your code and click on 'Apply'.

If the coupon code is valid, your order summary will change to reflect the applied discount.

Click 'SECURE CHECKOUT' to proceed.

How do I remove items from my cart?

You can view your shopping cart by clicking on the ‘CART ICON’ on the top right corner of your web page. 

On each item in the cart, you will see the ‘Remove’ label in the bottom right corner of the item. Click to remove it from your cart.

I would like to be a seller on your website, how do I sign up?

Our THE family is growing and we would love for you to be a part of it!

• Register on the THE Seller Lab.
• Add your store currency.
• Upload required documents such as ID and trade license.
• Add a payout method to get paid.
• Read and accept our terms and conditions.
• We will verify and approve your documents within 48 working hours.  
• You can always send us an email regarding your future store to [email protected]

How can I unsubscribe myself from your newsletter?

You have the option to unsubscribe from our newsletter by clicking on the ‘Unsubscribe’ option at the bottom of the email.

How do THE reviews work?

All sellers and products at THE are subject to having their products and service reviewed by our customers. 

• Why are reviews important?

When shopping online, customers cannot physically touch and interact with products prior to purchase. Because of this, many customers rely on reviews to help inform their purchasing decision before committing to buying a product. Quite simply, reviews increase customer trust. Before committing to a purchase, a customer can see that previous customers have enjoyed the product.

Customers are more likely to purchase from a website that has customer reviews. By displaying reviews on THE, we offer customers a more authentic and genuine experience, with purchasing guidance from other customers. This increases customer confidence in purchasing decisions and reduces doubts - leading to an increased conversion rate.

• What kind of reviews can customers submit to THE?

A customer can submit two types of reviews to noon regarding their shopping experience - a purchase review and a product review.

A purchase review relates to the customer’s experience with the seller and will not be publicly available. Currently, only the seller will see these reviews.

A product review relates to the product purchased. These reviews will be publicly available and visible to both customers and sellers. 

• How do we decide which reviews are published?

THE will publish customer reviews that are genuine and authentic. Whether the review is positive or negative, if it is deemed appropriate, the review will be published.

• What kind of reviews do NOT get approved?

There are guidelines to follow when submitting noon reviews about seller experiences or products. THE will not publish reviews if they include any of the following:

• Any language other than Arabic or English
• Personal details about the customer, including phone number, address, order number, username, etc
• Offensive or abusive language; racist or threatening speech 
• Reviews relating directly to THE (e.g., THE packaging, warranties, refunds, etc.)
• Reviews offering fraudulent goods, services, schemes, or promotions
• Anything relating to current or former employee experience
• Advertising including URLs/web links
• Links to other products on THE
• Reviews about competitor websites/apps or personal businesses
• Review with questions or requests (e.g., “how can I return my product?”)

• Are there any additional restrictions for purchase reviews?

Yes. Regarding purchase reviews, THE will publish positive and negative reviews that are relevant to the purchase and not only the product. 

Again, purchase reviews are only visible to the seller. Customers will not see these reviews. 

• Are there any additional restrictions for product reviews?

Yes. THE will publish positive and negative reviews relevant to the product purchased as long as they do not contain inappropriate language. THE will not publish any product reviews which include topics relating to the seller’s service and experience. Such issues would need to be submitted as purchase reviews. These include:

• Wrong item delivered (because we can only accept a product review of the correct item)
• Late delivery complaints
• Faulty items complaints
• Fake item complaints
• Expired item issues
• Missing item complaints (Our team will need to investigate this as a service issue rather than as a product review, simply reach out to them through our communication channels)

Remember, once product reviews are approved, they will be published on THE and will be visible to everyone. Customers wishing to review something anonymously can opt to keep their profile hidden.

• How will reviews be used?

All purchase and product reviews will be collated and used to rate sellers and products on THE. All reviews will be available to view (by either the seller or customer, or both), but the most recent reviews will have the strongest influence on a seller’s rating. This provides a fair and transparent rating for the customer.

Customers can view any reviews yet to be submitted on their THE account.

Note: If a seller review is rejected for a guideline violation, but its feedback is relevant to the experience provided by the seller, THE will still count the rating towards the seller’s rating. The comment that has violated the guidelines will not be shared publicly, however.

Step right in, if you are looking for a product or playing with our fancy filtering mechanism.

How do I search for an item?

Simply type the name of the product that you’re looking for in the search bar.

The search bar can be found on the top of your page.

Do you have product categories? Where can I find them?

You can view all our product categories by clicking on the ‘All categories’ drop down on the top left corner of the page.

How do I filter searches?

Use the search bar on top of your web page to look for any product of your interest.

Once the search results are available, you will find several filter options on the left.

The item I have searched for isn't available. What do I do now?

You can get in touch with our customer service team by calling 971 4 324 0667 or chat with us and we'll check the possibility of stocking the product as soon as we can.

Want to know what you previously ordered, how much you paid for it and what type of payment you did?

What is a Market item?

noon is a virtual market, a place where everyone is welcome to sell their items. Here you can shop for a wide range of products and find everything you need.

Why Do Market items take longer to be delivered?

As a market, each market seller is responsible for their items and making sure your order gets to you.

Market items are stored in the seller's warehouses. So when you order something from the market, our driver picks up your item from the seller's warehouse and then brings it to you. This makes it a little longer to get your item to you.

Our packaging 

All your deliveries will arrive packaged in THE protective, branded packaging which we provide to vendors to pack the products.

Is there a minimum order value?

Not when you order with THE

What is the wish list?

Like an item but want to save it for later? THE provides you with an option to add products to your wish list, which will be viewed from the cart. You can add items to your wish list by clicking on the “Add to Wish list” link on a product description page. You can move items later from your wish list to the cart and vice versa.

Where can I see my orders?

Sign in to your THE profile. 

Click on the ‘Orders’ tab to view all your successful orders.

How do I know the status of my order?

Once you’ve placed an order, you’ll be notified as your order progresses.

To check the status of your product, log in to your THE account and click on the 'Orders' tab.

You’ll be able to see the status of each product here. Clicking on a product will also give you detailed information about the status of the product.

Can I add more items to my order and still receive it at the same time?

Once the order is placed you can’t add additional items to it but you can start a new order.

How do I know when my order is accepted?

As soon as you place an order online, you will receive an email confirmation along with an SMS which will consist of your order details and order number.

We’ll continue to notify you via email and SMS on the progress of your order until it reaches you.

Are all the products brand new?

Yes. All the products that are listed on THE are brand new and authentic. In some cases, the product will have its own warranty by the seller.

How to buy and checkout on THE?

Browse through our range of products and look for the item of your interest.

• Click on the product you want to buy; this will take you to the product page.
• Select your preferred quantity and click on the 'Add to Cart' button.
• The product(s) you’ve selected will be added to your cart.
• Choose between ‘Continue Shopping’ if you would like to add more items or ‘checkout’ with the items in your cart.
• To view your cart, click on the 'Cart Icon' on the top right corner of the page.
• Click on the 'Secure Checkout' button to continue.
• If you are a returning customer, please enter your Login details to proceed.
• If you are a new customer, register here with your contact details.
• Choose your delivery address to proceed.
• Once you’ve reviewed your order, click on the “Place Order” button.
• You will be asked to verify your phone number if your order was placed for the first time with that phone number.

I don't see any orders, why?

To view your orders, please check if you’ve logged in to your THE profile.

You can login to your THE profile by clicking on ‘Sign In/Sign Up’ tab on the top right corner of the page.

I haven't received the order confirmation email yet. Can you re-send it to me?

Re-sending the order confirmation email is not an active function at the moment.

Please follow the below steps to check if you got your confirmation email:

- Make sure you check your inbox for the email registered against your order.

- Check your Junk or Spam folders.

If you still can’t find it, contact our customer service crew at 971 4 324 0667 or chat with us for assistance.

What should I do if I have a problem with my ordered item?

Please get in touch with our customer service crew at 971 4 324 0667 or chat with us should you face any problem with the product you’ve purchased

Interested in payment methods available on THE, card security or Apple Pay? Then this is for you.

I paid with my debit/credit card, but got refunded in THE credits. Can I transfer my refund to the card I paid with?

Yes. Simply reach out to our friendly customer service team and raise a request.

If the refund is for an order that is cancelled before shipping, the amount will be automatically transferred to your card and will reflect within 7-14 business days.

 

How long will it take for the refund to be transferred?

We can refund the amount to your payment card with 180 days of the transaction. If it has exceeded 180 days (6 months), a refund will not be possible.

 

For more information contact our customer service team via Email [email protected] or you can call +971 4 324 0667

What should I do if my payment is on hold?

For security purposes, we need a scanned copy of any government-issued ID to be sent to [email protected]

 

e.g. UAE Emirates ID

What is Payment On Hold?

Sometimes the customer's payment will be put on hold. This means that even though the payment is successful from the customer's end, due to some security reasons it is temporarily put on hold on noon's system until successfully verified.

What are the payment options?

You can choose from the following options to pay for your THE orders:

1. Credit / Debit Cards (Visa, MasterCard, and AMEX)
2. Cash on Delivery
3. Apple Pay U& Google Pay

What is the wallet?

THE wallet is an electronic wallet associated with your THE account that allows you to make online purchases with credit we may have refunded you.

You can use the available wallet balance along with cash on delivery or credit card if your wallet amount does not match the entire order value.

How does Cash on Delivery work?

If you do not wish to make an online payment, you can choose to pay in cash when you receive your order. Carrier charges (AED 10) will be applied.

The amount specified during checkout is the exact amount that you will have to pay. Considering the price of the product, as well as shipping and carrier charges.

If you are requested to pay more than the mentioned amount, please get in touch with our customer service crew on +971 4 324 0667 or chat with us for more information.

How does my wallet get credited?

Your THE wallet gets credited only through a refund.

When is payment taken?

You will be charged as soon as your order is submitted.

Can I split my payment between wallet and Credit Card/Cash on Delivery?

Yes. You can use the available credit in your wallet along with cash on delivery or credit card if your wallet amount does not match the entire order value.

Please note that cash on delivery payments can be made on orders less than AED 1,000.

Is it safe to save payment card details in my THE account?

Your credit/debit card information will not be visible to THE or any other party. You can delete your card details at any given time from your THE profile.

Card details are saved in your THE profile purely for convenient checkouts of all your orders.

How can I add or delete my card info from the THE account?

1. Adding a new payment card:

During checkout, any card you choose to pay with will automatically be saved against your account. You can then use the same card(s) for future orders.

1. Deleting a payment card:

Login to your THE profile.

Under your profile, click on the ‘Payment’ tab to view all your saved cards.

Click on the three dots of the card, and choose ‘Delete’ to remove your card from your THE profile.

Can multiple payment methods be combined for the same order?

You can use the available wallet balance along with Cash on Delivery or Credit Card if your wallet amount does not match the entire order value.

Why has my payment card been blocked?

There could be several reasons for this. It’s best if you contact your issuing bank to check the status and resolve such issues. We unfortunately would not have any control over this.

Why is my payment denied?

There can be several reasons for a card payment to be denied.

For debit cards, the reason is almost always due to insufficient funds.

For failed credit card payments, it might be due to outstanding payments or insufficient credit.

Kindly contact your issuing bank to find out the reason for any unsuccessful payment attempts.

Ever wondered how noon products reach you or what delivery options are available, everything is answered here.

How can I get free shipping?

It depends on what's in your cart and which emirates you're ordering from:

• Free shipping fees will be applied when the cart total is 199 AED or above. A fee of 15 AED will be applied if the order costs less than 199 AED.
• If your order includes bulky items, shipping fees will be applied.

Shipping Fees for Large or Bulky Items

For customers, certain large or bulky items will require an additional shipping fee. This fee ranges from 30 AED to 60 AED and might be applied to a single item depending upon that product size and weight or a group of items if they can be delivered together from the same warehouse.

How does same-day delivery and next-day delivery work?

Unfortunately, we are currently unable to offer same day delivery only next day delivery is available and how much it costs depends on the Emirates we're delivering to.

You'll see a banner on the product's description page that lets you know whether an item is available for same day delivery or for next day delivery. Please note that both options cannot be available at the same time.

At checkout, you'll be able to select same day or next day delivery as an option which will then apply to items in your cart. Upon selection, a fixed price fee will be applied.

Please note that we do not make deliveries on Friday. Therefore, same day delivery is not available as an option on Friday and next day delivery is not available on Thursday. 

Same day delivery and/or next day delivery will be availability and how much it costs depends on the Emirates we're delivering to. Unfortunately, we are currently unable to offer it in all emirates yet. Below are the eligible emirates.

Dubai

Same day delivery is available for certain items(expect food Items). Orders for these items must be placed between 12 AM and 12 PM on the same day.

Same-day delivery fees:

Free same-day delivery for THE orders over 200 AED. For orders under 100 AED, 20 AED

Abu Dhabi & Sharjah

Same day delivery is not currently available in these emirates but certain items are available for next day delivery. Orders for these items must be placed between 12 AM and 5 PM the day before the expected delivery.

Next-day delivery fee: 25 AED

How can I cancel my order?

You can cancel your order during the confirmation or while it's under preparation by logging into your THE account and clicking on "My Account" > Orders. Every product ordered will be listed, by clicking on each you will get the option to cancel.

Once your order is shipped and sent out for delivery, you will receive an SMS with a link and you can cancel the shipment using it as well.

How can I track my order?

As well as being notified by email, you can check the progress and status of your order by logging into your THE account and clicking on "My Account" > Orders. Every product ordered will be listed, by clicking on each you will get the status of that product. 

When your order is shipped, you will be notified by SMS and email, and once it's out for delivery you will receive an SMS with a link to reschedule, combine or cancel the shipment.

All orders will be shipped and handled by our delivery partner.

Everything you need to know about multiple shipments

Multiple shipments occur when the items you’ve ordered are delivered as separate packages on different days.

1. What's the deal with multiple shipments?

When you order consists of items from different sellers, we would be delivering them as separate shipments on different dates, depending on the seller.

As our sellers are based at different locations, sometimes we're unable to collect all the ordered items from every seller on the same day. Therefore, we deliver these items separately as and when we collect them from the sellers.

Don't worry! All your items will be delivered safely!

1. How do I know the estimated time of delivery of each item?

You can find the estimated time of delivery of the item on the product page itself.

It suggests favourable timings to place the order so you can expect its delivery at a suitable date.

1. Where can I find the estimated time of delivery?

Can't find it? It's under the 'Delivery' section, right below the 'ADD TO CART' button on the page.

1. Will I be charged with shipping and COD fees on every shipment?

Not at all! You'll be charged with shipping and COD fees when you order and not on the shipment of each item of the order.

Have more questions? You can get in touch with our customer service team:

971 4 324 0667 or chat with us between 9:00 am to 10:00 pm

What is THE's return policy?

THE offers returns for products within fifteen (15) days of receipt of the shipment to you if the product is eligible for return. Products that are eligible for return have the - “Enjoy hassle-free returns with this offer” tag under offer details. Products that are not eligible for return cannot be returned under any circumstances. A product will not be accepted as returned until it has been notified to the customer that it is accepted for return.

It may take up to one week based on your location for a product to reach us once you return it. Once the item reaches our fulfillment center, allow for up to two (2) business days for us to receive and process your returned product. After the return is processed, it may take up to seven (7) to fourteen (14) business days for the refund to get credited to your credit card or your noon wallet if you paid in cash. Your refund is subject to the condition of the returned product.

Products eligible for returns will only be accepted under the following conditions:

Self Care

1. Beauty (Cosmetics, Skin Care, etc.), Hair and personal care, products that are opened or used will not be accepted.

Fashion

1. Apparel products are eligible for return only if they are unused, unworn, unwashed, undamaged, with all their labels and tags completely intact, in original packaging.
2. Footwear, eyewear, watches, bags & luggage must be returned in their original packaging with all tags completely intact.

General conditions applicable to all returns

THE shall reserve the right to return a product to the customer if the product returned does not meet any of its guidelines or conditions. The customer shall not be entitled to any refund if the product is not eligible for return. In the case a product is declined for a return request at any stage, we will make two (2) attempts to deliver the product back to the customer. In case both attempts of delivery are unsuccessful, we will hold the product for three (3) business days only in our delivery hub. The customer can raise a request for another attempt with our customer care team within three (3) business days post the last notified attempt. If we receive the request from the customer for another attempt within three (3) business days post the last notified attempt, we can arrange the last attempt for delivery within two (2) business days otherwise the item will be sent for liquidation and the customer won’t be able to request for the delivery of the product again.

For assistance call us at 971 4 324 0667 or chat with us between 9:00 am to 10:00 pm

Will I receive a confirmation phone call before delivery happens?

We’ll notify you about the status of your order via SMS and email.

We’ll only call you if any of the information provided by you needs additional verification.

What carrier services do you use to deliver your orders?

We handle delivery through our third party carrier for all products. Our delivery partners are committed to ensure a smooth delivery process for you.