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FREQUENTLY ASKED QUESTIONS

Q: WHICH AREAS ASTER ONLINE DELIVERS?

Deliveries will be available in the UAE (and Dubai only for Prescription Upload Online) by our Aster Online In-House delivery team.

Q: CAN MY ORDER BE DELIVERED INTERNATIONALLY?

Currently, we do not ship our Products internationally; but we have pharmacy stores available in Jordan, Kuwait and Qatar.

Q: WHAT ARE THE DELIVERY TIMESLOTS?

The following timeslots are available for delivery to all Emirates in the UAE:

LOCATION DELIVERY TIMESLOT ORDER CUT-OFF TIME
DUBAI ADDRESSES 07:00 AM - 11:00 AM PREVIOUS DAY AFTER 3:00 PM
DUBAI ADDRESSES 11:00 AM - 03:00 PM BEFORE 9:00 AM
DUBAI ADDRESSES 3:00 PM - 07:00 PM BEFORE 1:00 PM
DUBAI ADDRESSES 7:00 PM - 10:00 PM BEFORE 3:00 PM
OTHER EMIRATES WITHIN 2-3 DAYS

Delivery timeslots are indicative only subject to product availability and may not be applicable during SALE. We are not liable for any delay in delivery due to unforeseen reasons beyond our reasonable control.

Q: WHO CAN ACCEPT THE DELIVERY?

You will be asked to sign for acceptance of the Products which will confirm that the Products are correct and have been received in good condition. If you are not at the delivery address, we will assume that any adults that are present at the delivery address are authorized by you to take delivery of the Products that you have ordered.

Q: WILL I NEED AN ID TO ACCEPT DELIVERY?

For payments made online, the recipient needs to present valid UAE ID to receive the order.

Q: WHAT WILL HAPPEN IF I MISSED THE DELIVERY?

If there is no one at the delivery address, we shall leave a notification card and delivery can be rescheduled for timings or location by contacting us at our Toll Free Helpline: 800 700 600.

Q: WILL I RECEIVE MY PRODUCTS ALTOGETHER?

While we aim to ship all Products in your order together, this may not always be possible due to Product characteristics or availability. We shall contact you if there is a partial delivery.

Q: HOW MUCH IS THE SHIPPING COST?

Free shipping applies for all orders above 100 AED. There is a charge of AED 15 for orders below 100 AED.

Q: CAN I CHANGE MY DELIVERY ADDRESS?

Yes, you may change the delivery address before shipment of your order. You may reach us through our toll free helpline: 800 700 600 and they will be happy to assist you.

Q: HOW DO I MAKE A PURCHASE?

Browse 10000+ products on Aster Online across 10 categories or using the search bar, go to the products that you like, add to cart then proceed to checkout. If you couldn’t find what you are looking for, you can ‘Chat with Pharmacist’ on our website or reach us via our Toll Free Helpline: 800 700 600. You can also email us at [email protected]

Q: IS THERE A MINIMUM ORDER?

There is no minimum order required for shopping via asteronline.com.

Q: HOW CAN I PLACE REORDER?

Log-in to your account and go to Recent Purchases, Click Reorder on Order or Products that you wish to purchase again. These products will be automatically added to your cart page and you may continue shopping or proceed to checkout.

Q: CAN I CANCEL MY ORDER?

Cancellations of order is permitted at any time before shipment with an exception of perishable or temperature sensitive items. For more details please refer to our cancellation policy.

Q: CAN I AMEND THE PRODUCTS IN MY EXISTING ORDER?

If you wish to add or remove products from your existing order, we recommend to cancel your order by reaching us through our Toll Free Helpline: 800 700 600. You may create a new order or we may assist you in placing a new order.

Q: HOW CAN I PAY FOR MY ORDER

We currently accept payments online by supplying your credit/debit card details OR by paying cash/card on delivery, vouchers or Aster Secure points. You may also use combination payment with below multiple options:

  • Cash/Card on delivery
  • Online payment
  • Aster Secure points
  • Voucher

Q: CAN I PLACE AN ORDER VIA TELEPHONE?

You can order quickly and easily by calling our toll free Helpline number 800 700 600 and our customer care executives or pharmacist will be more than happy to assist you in placing your order. Our telephone order service is available from 6 am until 12 midnight..

Q: WHAT IS THE RETURN POLICY?

Return or Exchange will be accepted within 7 days of online purchase except for perishable or temperature sensitive items. Products to be returned must be in their original packaging along with the original price tags, labels and invoices. Please contact our Helpline Team to arrange for collection of your return. One of our In-House drivers will pick up your return. For more details, please refer to our return policy.

Q: CAN I RETURN MY PRODUCT IN STORE?

If you are not satisfied with any of the products delivered, return is easy and hassle-free. No need to go to our retail store, our In-House Delivery Team will pick up your return. All purchases made online can be returned only to Online Store. For more details, please refer to our return policy.

Q: DO YOU SELL PRESCRIPTION MEDICINES ONLINE?

Prescription medicines are home delivered using the Upload Prescription feature of Aster Online. Simply upload your prescription, claim form, Emirates ID and insurance card and our licensed pharmacist will review and process it. We’ll take approval from your insurer and once approved we’ll deliver your medicine at your doorstep.

Q: WHAT IS THE MEANING OF AVAILABLE ON REQUEST?

If the product you wish to purchase has been flagged as ‘Sold Out’, go to the product page and just click Arrange It For Me On Regular Price button and fill the required details such as name, mobile number and/or email address. We will try to fulfill the request by arranging it from our retail stores or local supplier and will be available for purchase at a regular price only.