Frequently Asked Questions

We accept return or exchange requests exclusively in the following cases: damage caused during shipping and delivery, a manufacturing defect or expired product, or receiving a product different from the original order.

Please contact us within 48 hours maximum of receiving your order, directly through our Complaints Department at +971 50 527 0251. You must attach a detailed description of the issue along with clear photos showing the product's condition on arrival.

Exchange: once the request is reviewed and approved, the replacement product is shipped within 3 to 5 business days. Refund: if no replacement is available, the amount is refunded to the original payment method.

Reviewing and approving a refund request takes 1 to 2 business days. After approval, the amount may take two weeks to one month to appear in your bank account, depending on your card-issuing bank's policies.

Liwa Dates cannot accept requests and is not responsible for failed delivery if: incorrect or incomplete address details were provided, the recipient was not present at the location during delivery, or no alternative address was provided within 24 hours of the first failed delivery attempt. Claims not supported by the required documents and photos cannot be accepted.

Once your order is confirmed, you will receive a confirmation email containing your order number. To follow up on your shipment status, contact Customer Service at +971 54 531 7473 and provide your tracking number.

Shipping fees are calculated automatically at checkout, with a fixed rate of AED 27.

We use express shipping to ensure orders arrive within 3 to 5 business days, on our designated delivery days (Monday, Wednesday and Friday). Some delays may occur due to exceptional circumstances beyond our control.

Yes, but to ship to multiple destinations please place a separate order for each address. For further inquiries, contact Customer Service at +971 54 531 7473.

Provide your order number and the correct address details through our official channels. To change the destination to another emirate or location, you must notify us of the new address within 24 hours of placing the order. If the order is already in process, the change may delay delivery by 24 hours.

We offer secure, multiple payment options including digital payment via Apple Pay and Google Pay, in addition to payment via Payment Link.

If you face any difficulty completing payment or the transaction is unsuccessful, contact Customer Service directly at +971 54 531 7473 for technical support and to complete your order.

We apologize for any discrepancy. If the amount was deducted without receiving a confirmation message, please provide your full name and registered email to the Complaints Department at +971 50 527 0251 so we can review the transaction and confirm your order immediately.

Our products undergo strict quality testing, and if you receive a damaged order we will replace the product or refund its value. Please send illustrative photos of the damage to the Complaints team at +971 50 527 0251 so we can assist you immediately.

We sincerely apologize for any error and are committed to correcting it as quickly as possible. If you receive a product different from your order, send photos of the received product along with your order number to +971 50 527 0251.

We would be happy to hear from you. Contact our Customer Service team at +971 54 531 7473 and we will gladly provide the support you need.

Your privacy is an absolute commitment to us; we pledge never to sell, rent or share your personal data with any third party outside our platform under any circumstances. No personal information is disclosed except in cases of extreme necessity, in response to binding judicial or regulatory orders.