Your Account

Find out how you can create an account or edit your details

Creating an account with us is easy. You can either sign in using your Facebook account, or fill up your details on our Sign Up page and click Create My Account.

You can change your preferred language under Communication Preferences in your account settings, or scroll to the footer to choose either English or Arabic as your desired language.

Sign in to your account and select Change Password in Account Overview to replace your current password with a new one. If you've forgotten your password, click on Forgot your password? on the Sign In Page for reset instructions.

Once you've created an account, it’s not possible to change your email address as it is linked to all your account details. If you want to use a different email address, you’ll have to create a new account.

You can sign in to your account and select Address Book in Account Overview to add new delivery information, update or delete old ones, as well as set a default address for your next order.

The Order History section in Account Overview lets you check the status of your current order(s), access your tax invoices, print them, or re-order previously ordered items.

When you’re signed in to your account, you can also do the following:

  • Change your subscription preferences to our newsletters and deals by selecting Communication Preferences and choosing the way ACE contacts you – either through email or SMS.
  • You can change your contact details under Personal Details in Account Overview

Yes, you can do this by checking out as a guest. We will, however, need a few details from you like your contact number and address, so we can process your order and know where to deliver it.

Returns & Refunds

Everything about our hassle-free returns & refunds

You have 30 days from the date of purchase to return any item that meets our return policy.

  • We’ll refund an item(s) that is accompanied by the original proof of purchase such as your receipt or tax invoice
  • The returned item(s) must be in good and unused condition, in its original sealed packaging and with all paperwork, parts and accessories that came along with it
  • We’ll offer your full refund via your original payment method

The following products and services are non-refundable and non-exchangeable:

  • Special order or customized items (example: Paint, products sold per metre, cut timber
  • Damaged or used items, which are no longer in a sellable condition
  • Items by reason of their nature (video games, DVDs, CDs, bedding); perishable goods (food, drinks, plants, magazines) and personal hygiene products (shavers, toothbrush and headphones)
  • Installed and assembled items, except for faulty items
  • Delivery charges, except for faulty item

There are 2 ways to return your items: at your nearest ACE store or arrange for a pick-up by calling us at 800 ASK ACE (800 275 223)

If you notice any visible damage to the item on delivery, refuse the delivery and call us at 800 ASK ACE (800 275 223). If you find the item is damaged after you’ve opened it, immediately return it to your nearest ACE store or call us to arrange a pick-up of your damaged item(s).

You can return promotional or bundled items, but you’ll also have to return any free or discounted product that came along with the original item. We don't offer a partial refund on a promotional bundle.

Your refund will be processed via your original payment method. For in-store returns, you can also choose to credit your refund to an Al-Futtaim Gift Card, and if you paid using Cash On Delivery, we’ll refund the amount to your bank account via a Bank Transfer form that we'll send over after the item(s) are returned.

The whole process right from receiving your returned item(s), to running a check on the item(s) and your bank processing the return will roughly take 2 to 3 weeks.

The VAT amount will be included in your total refund amount. Make sure to show your proof of purchase - receipt or tax invoice - when returning your item(s).

Yes, you can return the item(s) within 30 days of purchase and get a refund as long as it meets our Returns & Refund policy. However, any shipping, handling & related costs will not be included in this refund and will have to borne by you.

Orders

Learn how to order online and check the status of your orders

Once you reach our Thank You page with the confirmed details of your order, it means your order was completed successfully. We’ll also send you an email and SMS confirming we’ve got your order.

Just log in to your Al-Futtaim ACE account to review the status of your orders and other related information in the 'My Account' section.

Once your order has been delivered or collected, you'll receive a tax invoice along with the items that will list your order and payment details. This can be used as a proof of purchase for any future communications.

Yes, but only if it’s still being processed by us. You can get in touch with us at 800 ASK ACE (800 275 223). We’re available from 9am to 9pm (GST), 7 days a week. However, if your order is already with our delivery partner, you can make use of our free returns policy, which allows you to return your items within 30 days of you purchasing them.

Yes, but only if it’s still being processed by us. You can get in touch with us at 800 ASK ACE (800 275 223) to amend some of your order details including:

  • Delivery address
  • Contact number
  • Product(s)

Sometimes our products sell out faster than we expected them to, but we’re working just as fast to get it back in stock. So if you find something you like that has gone out of stock, simply enter your email address in the text field where it says Item is currently out of stockand we’ll let you know as soon as it’s back with us.

We’re so sorry this happened, but if your order or part of it was cancelled it could have been due to us not being able to verify your payment details, due to technical issues, or if the item was damaged. If you've already made the payment for your canceled items, rest assured we would have automatically processed your refund. If you’re still unsure or need help, you can get in touch with us at 800 ASK ACE (800 275 223).

Delivery Information

Find out more about our delivery services across UAE

We deliver across UAE. No matter which emirate you stay in, we’ve got you covered.

Depending on the items you've ordered, your delivery may take between 5 - 7 working days. You'll be informed of your estimated delivery time when you checkout. Some items are delivered directly to you by our vendor partners and may take more time for delivery.

Please see below for their delivery schedule and any additional charges:

Delivery is free for all orders over AED 99. Other charges may apply, as below:

1. Assembly & Installation Charges

While some of our items come with free installation, others can be assembled and installed at a nominal charge of AED 40 per item. Some models may have additional installation charges. To know more about the charges and the items covered under different installation categories, please get in touch with us at 800 ASK ACE (800 275 223). We’re available from 9am to 9pm (GST), 7 days a week.

2. For Large Appliances, additional delivery charges* apply as per below:

a) For Midea & Hitachi Brands, outstation delivery charges apply as below:

Abu Dhabi Delivery Charges

AreaKMCharges
Samha6075 AED
Shalila6075 AED
Adla7075 AED
Taweelah7075 AED
Al Khatem82100 AED
Ghantoot94100 AED
Al khazna125150 AED
Marfa145150 AED
Tariff150150 AED
Madinat Zayed - Beda Zayed159200 AED
Asab181250 AED
Habshan186250 AED
Hamim194250 AED
Bu Hasa204250 AED
Bainouna222300 AED
Liwa225300 AED
Abu Al Abyadh225300 AED
Al Ghader225300 AED
Ruwais232300 AED
Jabel Dhana240300 AED
Ghayathi252350 AED
Gwaifath325350 AED
Sila340350 AED

Al Ain Delivery Charges

AreaKMCharges
AL WAGAN100150 AED
SHUAIB65100 AED
ALQUA135175 AED
AL KHAZNA75100 AED
NAHEL75100 AED
AL HAYER5575 AED
BUKRAYA70100 AED
REMA65100 AED
AL FAQA70100 AED
AL KHATAM85100 AED
ABU SAMRA5575 AED
SUWAHAN75100 AED
SHOIB MADAM100100 AED
ARKAN80100 AED

*Additional installation charges may apply for some models.

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Delivery Schedule

EmirateDelivery Days
Ras Al KhaimahSunday & Wednesday
Al Ain & FujairahEvery Thursday
Dubai & SharjahSaturday to Thursday in 2 delivery slots - between 10am to 2pm and 2pm to 6pm

Delivery Charges (per location/emirate)

Emirateace_title_order_faq_emirate_delivery_chargesistory
DubaiAED 150
SharjahAED 200
Abu Dhabi, Ras Al Khaimah & FujairahAED 450

Installation & Other Charges

  • Installation Fee: Standard installation comes with 5-meter cable. Additional charge of AED 50 per 5-meter cable applies
  • Restocking Fee: 30% of the item value (RP))

3. Candy Products Delivery & Installation

Delivery & Installation is done by a 3rd party and will incur charges as below:

ServiceAreaCharges
Delivery OnlyDubai, Sharjah & AjmanAED 75
Delivery OnlyAbu Dhabi, Al Ain, Ras Al Khaimah & FujairahAED 150
Delivery & Installation*All 7 Emirates except Western RegionAED 300
Delivery & Installation*Western RegionAED 650

* Additional charges may apply as below:

ServiceCharges
Removal of Old AC unitAED 100
Wall BracketAED 100
Extra Copper PipeAED 70 per meter
Self-IsolatorAED 50
Electrical WorkOut Of Scope

4. Samsung & Glemglass Products Delivery & Installation

Delivery available across Dubai / Sharjah / Abu Dhabi / Al Ain / Ras Al Khaimah / Fujairah / Umm Al Quwain/ Ajman. Delivery to Umm Al Quwain on Sundays & Wednesdays only. Delivery to Al Dhaid, Sharjah on Wednesdays only.

a. AC installation charges as below:

Split A/C Basic Installation Charges*: AED 450 + 5% VAT ( 1.5 / 2.0 TON )
Split A/C Basic Installation Charges*: AED 650 + 5% VAT ( 2.5 / 3.0 TON )
Split A/C Removal Charges : AED 150/ Plus 5% VAT
Split A/C Bracket Charges : AED 100/ Plus 5% VAT
5-meter pipe provided along with installation. Extra pipe chargeable at AED 50 per meter

b. Water Pump installation charges as below:

Flojet Pump Charges: AED 810.00 Plus VAT (If customer collects it from the Merchant Service Center)
Flojet Pump Charges W/Installation: AED 810.00 Plus AED 150 Installation Charges Plus VAT
Flojet Pump Charges W/Delivery: AED 810.00 Plus AED 50 Delivery Charges Plus VAT

We’ll send you an email when your order is out with our delivery partner. Our delivery partner will also send an SMS with a tracking link, so you'll know exactly where they are.

Yes, you can. Call us at 800 ASK ACE (800 275 223) and let us know the new delivery address you’d like us to deliver your order to.

Our delivery partner might ask for your ID while delivering your order, so please keep it handy. If you've placed a Cash on Delivery order, you'll also need to present the exact amount of cash on receiving your delivery.

No, currently we only deliver within the UAE. If you wish to send any of our item(s) outside the UAE, you’ll have to make arrangements for the same on your own. Any shipping, handling, forwarding & related costs will have to be borne by you.

Here is are a few things to keep in mind, to ensure smooth and hassle-free delivery:

  • Please ensure that you give the correct address and a number where you can be reached by our delivery partner
  • In case you want to pay by card on delivery, please call our Customer Care Team in advance to place a request so that our delivery team can carry a POS machine at the time of delivery. You can know more about the different ways you can pay hereh
  • It is the responsibility of the customer to secure any permits & access needed. Please do ensure before ordering that the space requirements are met, access to property is approved and any other required building & other permits to install appliances, furniture, cookers, air conditioners and other such products have been taken beforehand.

Payment

Know more about the different payment methods

You’ve got plenty of payment options to choose from. You can use your Visa or Mastercard credit and debit cards, as well as Apple Pay. There's the option for Cash On Delivery too.

Pay using one of the below methods:

  1. Online Payment via Debit and Credit Cards (Visa, AMEX and MasterCard
  2. Pay Cash on Delivery for orders up to a maximum of AED 8,000 *
  3. Pay by Card on Delivery option (Debit/Credit Card Payments) is available at an administrative fee of AED 5. For Pay Card on Delivery, you need to raise a request beforehand by calling our Customer Care team.
  4. Al-Futtaim ACE Gift Cards. These can be used only for purchases in-store ***

*Subject to delivery location. **Please call our Customer Care Team to place a request so that our delivery team carries a POS machine at the time of delivery ***Al-Futtaim ACE Gift Cards can only be used to make a payment in-store when Click and Collect is chosen. Gift Cards cannot be redeemed online.

We’re sorry this happened, but your order was canceled because we couldn’t process your payment details. To place a new order, you can check the following details to ensure it goes through:

  • Check if the card details saved in your account has the correct information - this could involve anything from your name to the expiry date
  • Make sure you’ve entered the right security code - that’s the 3-digit number on the back of your card
  • For any other questions, you can get in touch with us at 800 ASK ACE (800 275 223). We’re available from 9am to 9pm (GST), 7 days a week

Al-Futtaim Credit Card

Enjoy exclusive benefits such as cash backs, EPP, airport transfers & more

Al-Futtaim Credit Card

Your Al-Futtaim Credit Card offers exclusive benefits.

Are there any exclusive benefits that I can enjoy with my Al-Futtaim Credit Card?

Yes! Here are just some of the exclusive benefits you can enjoy with your Al-Futtaim Credit Card:

  • 5% Cashback Rewards in the form of Al-Futtaim Stars for every AED 1 spent at Al-Futtaim showrooms and stores
  • Enjoy 0% EPP at Al-Futtaim showroom and stores
  • Enjoy airport transfers every year
  • Complimentary 0% balance transfer for up to 12 months
What benefits does my Al-Futtaim Credit Card give

Here are the benefits you can get from your Al-Futtaim Credit Card:

  • Balance transfer
  • Quick cash
  • Easy payment plan or EPP
  • Standing instructions for recurring & one-time payments
  • Credit card bill payment
  • Credit shield
  • Utility bill payments
  • Chip & PIN
  • Payment partners
What are the lifestyle benefits of this card?

Enjoy a luxury lifestyle with our range of exclusive offers

  • Movie Tickets from Just AED 15
    A great offering for all movie buffs! Al-Futtaim cardholders can enjoy up to 4 movie tickets per month from AED 15 during weekdays and AED 20 during weekends at Reel Cinemas, Cine Royal and Oscar Cinema.
  • Shop Smart
    Get up to 10% Cashback all year round at leading global online stores using your Al-Futtaim credit card. Visit shopsmart.ae to register and save every time you buy from your favourite online brands using Shop Smart.
  • Al-Futtaim Showrooms & Stores
    Get exclusive offers from Al-Futtaim showrooms and stores. Explore the world of Al Futtaim.
  • MasterCard offers
    Enjoy a unique collection of offers and experiences especially curated for MasterCard® cardholders, from dining, shopping, entertainment, sports, tickets, hotels and attractions. Learn more at Priceless Arabia.
    *Service offered and supported by MasterCard. Terms and Conditions of the offer(s) may change without prior notice. Learn more about a host of other benefits and latest updates at MasterCard Platinum.
Do I get any travel benefits?

Yes, you do! Enjoy free luxury travel benefits when booking your flights using your Al-Futtaim Credit Card

  • Airport Transfers
    Al-Futtaim credit card holders can enjoy two airport transfers per year from just AED 40 (within city service). To book this service, please click here or call 04-8713411 / 04-4328583. Learn more.
  • Airport Lounge Access*
    Enjoy access to Airport Lounges across the Middle East, with no booking required. Simply present your Al-Futtaim Credit Card at the lounge reception. Click here to know more about the list of lounge.
  • Jet, Set, Careem*
    If you’ve got the wanderlust gene, MasterCard gives 20% off on 3 rides every month with Careem. Additionally, for new Careem customers, your first ride is Free! Simply add your Al-Futtaim MasterCard in the Careem app & enter promo code MC1RIDE as a new Careem customer when you book your free first ride. Use MASTERCARD promo code when booking your 3 discounted rides every month and pay with Al-Futtaim MasterCard.
    Click here for terms and conditions.
    Service offered and supported by MasterCard. Terms and conditions of the offer(s) may change without prior notice. Visit MasterCard Platinum for latest updates.
Are there any rewards or offers for using this card?

Every time you make purchases using your Al-Futtaim Credit Card you automatically earn Al-Futtaim Stars. Exchange your Al-Futtaim Stars for an unmatched range of exciting rewards:

  • Up to 5 Al-Futtaim Stars for Your Purchases
    Earn five Al-Futtaim Stars for every Dirham spent at Al-Futtaim’s stores, showrooms or schools, and one Al Futtaim Star for every Dirham spent elsewhere. Learn more.
  • Redeem You Al-Futtaim Stars for a Host of Benefits
    Redeem your Stars for Etihad Guest Miles, Skywards Miles from Emirates, or cashback credited to your Al-Futtaim Credit Card. Your Al-Futtaim Stars can also be used at participating Al-Futtaim Stores at the POS to pay for your purchases. Learn more.
  • Exclusive Al-Futtaim Offers
    Get exclusive offers from Al-Futtaim brands. Learn more.
Does my Al-Futtaim Credit Card offer any protection?

Use your Al-Futtaim Credit Card with complete peace of mind thanks to a range of protection benefits:

  • Credit Shield
    Credit Shield Plus pays off your credit card balance if something happens that means you can’t make your payments. Learn more.
  • Global Purchase Protection*
    Enjoy global purchase protection with your Al-Futtaim Credit Card. Learn more.
  • Lost & Stolen Card*
    If your card is stolen or lost, call the hotline to block your card immediately and receive a temporary replacement card within one business day.
  • Emergency Assistance*
    Access up to US$ 2,000 (or the equivalent in local currency) in an emergency, with our 24-hour emergency cash advance service, available at 250,000 locations worldwide.
    For further details on our Emergency Services including Toll Free numbers please visit MasterCard.
  • Other Protection Services*
    For further details on Protection Services please visit MasterCard World Elite.
    Service offered and supported by MasterCard. Terms and conditions of the offer(s) may change without prior notice. Visit MasterCard Platinum for latest updates.
How do I apply for a Al-Futtaim Credit Card?

To apply SMS “SHOP” to 2121 or visit this page

Drive Thru

Safe & easy collection from our store. No need to get out of your car!

The first of its kind in the UAE, Drive Thru is a service that gives our customers the option to safely collect their Ace orders from our DFC store without having to step out of their vehicles. This service is contactless, quick and in accordance with the government’s regulations on social distancing.

With our Drive Thru service, you are now able to purchase your favorite products online and pick them up conveniently & safely at our Dubai Festival City store in 6 easy steps. Know more about how our Drive Thru works here.

Our Drive Thru service is absolutely free! All you need to pay for are the items you have purchased.

Once you’ve added your chosen products to your online basket, click on Checkout Now. When you’re on the Delivery & Collection screen, simply make sure to select the Drive Thru tab to opt for the service.

At present, you can choose a collection time slot between 8:00 AM to 9:00 PM, 7 days a week.

At the moment, you can only make the payment for drive thru at the time of making the purchase online. Online payment can be

We will send you a confirmation email once your order is ready for collection. This will include a link to book your Drive Thru collection time slot. You may choose any day of the week to collect your order between 8:00 AM to 9:00 PM. Once you have booked a collection time slot, we will send you an SMS.

Simply follow the signs located at key points within the store perimeter, starting at the entrance. The signs will direct you to a dedicated Drive Thru parking area. Our security staff will assign a specific parking slot for you to wait in while we get your order to your vehicle.

Yes! All you need to do is park & click on “I’m Here” link in the confirmation SMS you received. Simply unlock your car boot and our staff will load your order into your car.

You will need to show us the code we sent you in the SMS when we confirmed your collection slot.

Yes, you can authorize someone else to collect your order. We recommend that you authorize only people that you trust to collect your order on your behalf. You will have to forward the confirmation/reminder SMS with the code to your representative and we’ll take this as an official authorization from you to hand over the order to them. Without this confirmation code, we won’t be able to release the order.

Rescheduling your order is as easy as booking it. You can use the same link (sent in the order confirmation email) you used to book your collection slot to reschedule it anytime.

Don’t worry. All you’ll need to do is reschedule your collection slot using the same link (sent in the order confirmation email) you used to book it.

Once you have picked up your order, we will send you an email with your tax invoice.

You may return your order at the store as long as you have the receipt available. Read about our Return & Refund policy here.

We’re so sorry this happened, but if your order or part of it was cancelled it could have been due to those items going out of stock or us not being able to verify your payment details. If you've already made the payment for your canceled items, rest assured we would have automatically processed your refund. If you’re still unsure or need help, you can get in touch with us at 800 ASK ACE (800 275 223).