Deliveroo UAE: delivery, returns and customer service

Customer service

For a live or recent order, use the Help function inside the order: open Order History in the app or on the website, select the order and tap Order Help. Your question reaches Customer Service with the order details attached.

For anything that is not tied to one order, or if you prefer writing, email customersupport@deliveroo.ae or use the contact form at deliveroo.ae/en/contact. The UAE FAQ does not list a customer phone line or live-chat hours, so plan on the in-app Help route or email. Plus Gold membership adds priority handling.

Delivery areas, hours and times

Deliveroo's UAE coverage is Dubai, Abu Dhabi, Sharjah and North Sharjah, plus Ajman and Al Ain. It runs every day from morning until late at night, but each restaurant and grocery partner keeps its own opening hours, so a place you used at lunchtime may not appear after it closes.

Deliveroo gives an average delivery time of 32 minutes. If you want food at a set time, you can schedule an order up to 24 hours ahead, or up to one day ahead with selected partners. If you would rather collect, the Pickup tab on the homepage lists restaurants near you that offer collection.

Fees are listed on our Deliveroo UAE coupon page; the exact delivery, service and any small-order amounts appear at checkout before you pay.

Tracking and changing an order

Once the order is placed, the order tracker in the app shows its progress through to the rider reaching you. Keep your phone nearby: if the rider cannot reach you and cannot hand over the food, they wait up to three minutes, and the order is still charged. If you will not be at the address, tell Customer Service through the Help function as early as you can.

To add something you forgot, contact Customer Service through Help. Deliveroo says agents will try to add the items, but it cannot promise it, so a second small order can be simpler. For allergies, read the restaurant notes on the menu and ask the restaurant directly.

Cancelling an order or Plus

The UAE FAQ does not publish a general cancellation rule for food orders. If you need to stop an order, open it in Order History and use Order Help straight away, because the restaurant may already be cooking.

Plus is easier to cancel. Go to the Account page in the app or on the website, or contact Customer Care. Cancel before the end of your current billing cycle to avoid the next charge. Ask within 14 days of the start of a paid period and the whole fee comes back; later, a change of mind is not refunded.

Missing, wrong or poor-quality items

Food cannot be sent back, so the equivalent of a return is a claim through Help. Deliveroo runs a Freshness Promise for qualifying orders, and a claim has to be made within 48 hours of the order.

1. Open Order History in the app or on the website and select the order.
2. Tap Order Help and choose the problem, such as a missing, wrong or spoiled item.
3. For a Freshness Promise claim, submit within 48 hours, or contact an agent through the merchants contact page.
4. If the app route does not fit your issue, email customersupport@deliveroo.ae with the order number.

Refunds and Deliveroo credit

The UAE FAQ does not set out card refund times for cancelled orders. It does say that when an item sold by weight comes in lighter than estimated, the difference goes back to the original payment method.

Compensation often arrives as Deliveroo credit. Each credit is valid for 3 months from its issue date, and you can see expiry dates in the Vouchers and Credits tab under Account. Credits can be combined with no cap, and unused balance stays on the account. Credit cannot be spent on restricted products.

Payment, vouchers and tips

Card and cash both work. Not every partner accepts cash, and the cash option appears at checkout only when it is available for that order. The UAE FAQ does not mention Apple Pay or other digital wallets.

In the app, a voucher goes in the Add Voucher Code field; on the website, click Add Promo Code at checkout. Codes themselves are covered on our Deliveroo UAE coupon page. Tipping is optional: add it in the app at checkout or give cash at the door, and riders keep the whole tip.