Centrepoint UAE: delivery, returns and customer service

Customer service

Centrepoint runs a separate help centre for the UAE at helpae.centrepointstores.com, organised into sections such as Orders, Tracking and Delivery, and Returns Policy. The articles we read there do not list a phone number, email address, chat hours or a WhatsApp line, so start from the help centre and its contact options.

Several UAE articles were last edited between 2019 and 2021. Where an article and your checkout page disagree, the checkout figure is the one you will be charged.

Delivery options, times and fees

Standard delivery is free from AED 200 and costs AED 10 below that. Timing hinges on the half-past-three cut-off. An order in by then on a Saturday-to-Thursday day is delivered on the following business day; a later order, or any order on a Friday, needs 2 to 3 business days. Some outlying areas take longer, and the help centre keeps a separate list of them.

Same-day delivery is an AED 18 add-on for selected parts of Dubai, Sharjah and Ajman. It applies to orders placed before 12pm on business days. A worked example: an AED 150 basket ordered at 11am in a covered Sharjah area costs AED 10 delivery plus AED 18 for same day, or AED 178 in total.

Tracking and changing an order

Centrepoint shows the delivery details for your address on the checkout page while you shop, so you can see the expected date before paying. After ordering, follow progress from the orders area of your account. The help-centre articles we read do not describe how to edit an order that has already been placed.

Cancelling

The UAE help centre has a dedicated article titled How do I cancel my order?, but its terms were not part of what we read, so we cannot give a cut-off. With next-day and same-day delivery, act quickly if you change your mind.

Returning an item

Non-furniture products can go back within 14 days of delivery, in their original packaging. Several categories are refused: anything worn, used, altered, assembled or installed; toiletries, perfumes and cosmetics; opened lingerie, jewellery, nappies and nursing or maternity items; bedding, towels, bathrobes and kids’ products taken out of their packaging; and smartwatches. Faulty items are the exception: Centrepoint inspects them and repairs or replaces them at its discretion.

Centrepoint does not swap sizes or colours. Return the item and buy the one you want as a new order.

1. Check the item is in a returnable category and still within 14 days of delivery.
2. Repack it in the original packaging.
3. Add the original invoice, accessories, free promotional gifts and any warranty card.
4. Request the return through your account or the help centre and follow the hand-over instructions.

Refunds

The UAE help centre splits refunds into separate articles for card payments and for cash payments. The pages we read do not state how many days a refund takes, so check the article that matches how you paid.

Payment methods

Accepted methods are UAE-issued cards and international Visa and Mastercard credit and debit cards, cash on delivery, My Credit, gift cards, Shukran points and Tabby. Cash on delivery adds an AED 10 service charge. Shukran redemption needs at least 200 Shukrans, and a slider at checkout works out the discount. With Tabby, 25% is taken at checkout and the rest is split into 3 equal monthly payments.