Frequently Asked Questions

PLACING ORDERS

How do I place my order?

There are two ways to order from Danube Online.

  1. You can use our website: https://danube.sa/
  2. You may download our mobile app from the App Store for iOS users and from the Play Store for Android users.

How do I add items to my cart?

You can search for products either by browsing the different departments, or by searching for products by name. Clicking the “Add to Cart” button will add items to your cart.

How do I order from Promotions leaflet?

Promotions in the application are only for browsing, if you order a product from the application and it was under promotion you will automatically receive it at the promotion price. If there is a product listed in the promotion which you cannot find within the App, it means this product is not currently available for online delivery and is only available in store.

Can I give specific instructions about products eg. ripe/firm bananas?

We’re sorry, but we are unable to take special requests about any products currently, but we are working on this feature.

Why can’t I find the product I want?

We apologise, but not all products that are available in store are currently offered on Danube Online. We are constantly adding products, so please check back again when you make your next order.

What if the product states Out of Stock?

We apologize, but this means the product is not currently available, but please check back at your next order as we are constantly receiving new deliveries.

Can I cancel my order?

Yes, you can cancel you order up until it is out for delivery by contacting customer service by calling 920004115 or by sending an email to [email protected].

I would like to make a change to my order. How can I do it?

You can request minor changes to your order by contacting customer service at 920004115 or by sending an email to [email protected]

Do you charge the same prices as the Danube stores?

Yes, we also have special promotions & discounts specifically for our online stores

Can I place orders in advance?

Yes, of course! You can schedule orders for up to five days in advance and choose any delivery time that suits you best.

Can I repeat a past order?

Yes, go to the “My Orders” section, select the order you would like to repeat and click “Order Items Again” (currently only available on iOS)

What are Favorites?

When placing an order you can highlight a product as a favorite and it will appear in your favorites list so that next time you order, you can be sure of never missing out on your essentials.

How do I use promo codes?

If you have received a promo code from Danube Online, be sure to enter this in the Promo Code field at checkout.

Do you honor in-store sales or coupons?

We are sorry, but we cannot honor any in-store coupons for the online service.

How can I be notified of deals and promotions?

When placing your order, please look out for the discounts and offers section on the website or the Promotions section on the home page of the App.

Is there a minimum order amount?

Yes, we have a minimum amount of SAR 150 required to place an order.

Payment & Delivery

What are the available payment methods?

You can pay safely and securely with Credit Card, Debit Card, Mada and Apple Pay (only available on iOS devices).

What are the available delivery options?

We offer either Home Delivery to your door, or a Store Pickup service from our selected stores.

Do you charge for delivery?

Yes, we do charge a fixed fee for home delivery.

Can I collect my order from stores?

You may choose to collect the order from one of our selected stores, or you may have it delivered to your home.

What are the areas that you deliver to?

You can find a full list of areas we cover when you select “Home Delivery” on the App or at www.danube.sa.

Why is my area out of range?

We are constantly expanding and if you do not find your district in our delivery range, then please select “I don’t see my city” and leave feedback of your location.

What are your delivery hours?

We deliver 7 days a week, Saturday to Thursday from 10:00 am to 11:59 pm and Friday from 2:00 pm to 11:59 pm.

What if I’m not home for my delivery?

If we attempt to deliver your order to the delivery address as arranged with you but there is nobody at the delivery address to accept your order, the driver will leave notification of attempted delivery and our Customer Service team will contact you to re-arrange delivery. In these circumstances, if we have to return to deliver the goods, a further charge may become payable.

Why did my order have missing/different items to what I ordered?

We offer a choice to our customer before placing an order (replace / cancel the product if out of stock) if you chose “cancel’ product and if the product is not available in the branch which provides the service for your area it will be canceled. If you chose “replace” our trained pickers will try and provide a suitable alternative.

My order hasn't arrived, who do I contact?

You may contact our Customer Service Team by telephone at 920004115 or by sending an email to [email protected]

Can I track my order?

You can track you order from the “My order History” tab under the Account section.

Danube Express

Making Orders Process

How can I change from Danube Online to Danube Express?

The customer may toggle between “regular” app and “express” using the slider on the top right next to the search bar.

How do I Make an order?

Add the products in your cart then procced to checkout to complete your order.

Where is the nearest store to me?

Once customer selects their location within express, a list of all stores nearest to them will be displayed.

How do I add items to the shopping cart?

You can search for products, then press "Add to Cart" button and it will add the items to your shopping cart.

Why can't I find the product I want?

We apologize, we aim to provide all the products in the near future.

What if the product is not available?

We apologize, this means that the product is not currently available, but please check again at your next order because we are constantly updating stock

Can I cancel my order?

Yes, you can cancel the order until the time it leaves for delivery by contacting customer service at 920004115. Or by sending an email to [email protected] or via live chat through the app or WhatsApp at 0122249888.

Can I change my order?

Yes, you can do that. You should contact the customer service center 920004115 or via e-mail or direct chat through the application or WhatsApp at 0122249888.

Can I repeat a previous request?

Yes, go to the section "My Orders", choose the order that you want to repeat and click "Repeat Order"

What are my favorites?

When you create an order, you can select your favorite products, and they will appear in "My Wish List" when you order again.

How do I use a discount code?

If you have received a discount code from Danube Express, make sure to enter the code in the "Promo Code" field below the cart.

How can I know the current offers and discounts?

When creating your order, be sure to check the discounts and offers section on the website or on the app's home page.

How can I find out the current promotional codes for offers?

You will receive promotional codes through email or from the News feed Section.

Is there a minimum order?

There is no minimum order value, but the order cannot exceed the maximum item limit of 10.

Payment and delivery

What are the available payment methods?

We have several payment methods available like Mada Cards, Apple Pay, MasterCard, Visa card, Card on Delivery ... all through the application.

What are the delivery options available?

We provide "home delivery" service only from one of the specified branches.

It seems that I have been charged twice for the same transaction .. What should I do?

The amount will be returned as a credit in the electronic wallet in the application or on your credit card and for further inquiries please contact 920004115 or send an email to [email protected] or via live chat through the Danube application or WhatsApp on the number 0122249888

What do I do if I am charged more than the amount owed?

The amount will be returned as a credit in the electronic wallet in the application or on your credit card and for further inquiries please contact 920004115 or send an email to [email protected] or via live chat through the Danube application or WhatsApp on the number 0122249888

What are the areas where delivery service is available?

You can find a list of available delivery areas once you add your address.

Why is my area out of range?

We are constantly working on expanding the range of service. If you cannot find your area within the delivery range, please choose "I cannot see my city" and leave a comment with the name of your region or location.

What are the delivery hours?

We deliver 7 days a week, from Saturday to Thursday from 8 am to 12 pmam, and on Friday from 2 pm to 12 am.

Why is the order not delivered to random or unspecified sites?

Our policy is to deliver the order in a known and specific location to ensure the quality of delivery.

What if I am not at home to receive my order?

If we try to deliver the order to the specified address and there is no one to receive it, the driver will contact the customer 3 times within 10 minutes, then he will leave a note of the attempted delivery and will go to the next customer .. The customer service team will contact you to reschedule the delivery time later.

Why are there missing / different products from what I ordered?

We provide an option (Product Replacement / Product Cancellation). If you choose “Product Cancellation” and the product is not available in the branch that provides the service for your region, it will be canceled. If you choose "Product replacement", we will provide a suitable replacement for the product

My order hasn't arrived, who do I contact?

You can contact the customer service team on the number 920004115 or send an email to [email protected] or via live chat through the Danube Express or WhatsApp on the number 0122249888

Product Complaints

I did not get the required quality from a product that I purchased. what should I do?

Our sincerest apologies for this not good experience. Please consult the customer service desk or call customer service at 920004115. Or communicate via live chat in the application or WhatsApp at 0122249888, as we are very happy to hear from you.

You have purchased an expired product. what should I do?

Our sincerest apologies for this not good experience. Please consult the customer service desk or call customer service at 920004115. Or communicate via live chat in the application or WhatsApp at 0122249888, as we are very happy to hear from you.

What happens if I receive a defective product?

Defective products (such as products that were delivered with damaged, missing or obvious parts) can be returned for exchange or a full refund upon approval. These products must be reported within 48 hours from the date of receiving the product. Please contact us via email [email protected] or contact our customer service on 920004115 or via live chat in the application or WhatsApp on the number 0122249888 as soon as possible. We are very happy to serve you.

Refund & Exchange Policy

Can I return a product that I bought?

Refund and exchange are made within 48 hours.

There is no return or exchange for perishable items (fresh & frozen) such as fresh meat, fruit, vegetables, cheese, frozen foods, bakery products and fresh fish.

Unconsumed grocery items will be accepted for exchange only within 48 hours from the time purchased.

What if one of the delivered products is incorrect or defective?

When your items are delivered please check that the order is not damaged. In the event that your order is visibly damaged or in any way does not meet our usual high standards, you may refuse to accept the order and you can raise a complaint about the order to [email protected]. For individual items found to be damaged when unpacking, please notify customer services within 24hrs for a refund/store credit. Refunds will only be given where the product is returned or photo verification of product condition is provided.

How is the refund paid?

For orders paid by credit card, refunds will only be issued back to that card and may take a few days to process according to the individual bank involved.

Electronic devices and household appliances:

Items are accepted for exchange within 48 hours from the time purchased, ensuring the presence of all parts of the product.

Items under warranty: the customer must check the agent or supplier of that brand directly.

In case of exchanging devices like mobile phone, laptops, computers and accessories, it must be intact with its original packing and should not have been opened or repaired.

In case of exchanging electronic devices such as computer and mobile phone, it is possible if the devices were not plugged into electricity for charging etc.

Household utensils items can only be replaced if they have never been used.

Shavers & Shaving equipment will not be replaced or returned.

Where are your Terms and Conditions?

Our full Terms & Conditions can be found by clicking here.

Technical Question

How secure is shopping on Danube Online?

Shopping on our website/application is guaranteed to be 100% secure. We follow the most stringent protocols to ensure that each of our customer’s data is protected.

I forgot my password, what do I do?

Click on login – forgot password? -write your E-mail address – click on reset password and you will receive an email from [email protected] giving further instructions.

I’m having trouble logging in to my account, what should I do?

If you have forgotten your password, click on login – forgot password? -write your E-mail address – click on reset password and you will receive an email from [email protected] giving further instructions.

If you have forgotten your email or for any other issues please contact our customer service dept. by telephone at 920004115 or by sending an email to [email protected]

Why does the Danube App require permissions (eg. notifications/location)?

In order to process your order it is necessary for us to obtain this information. Please note we do not sell or use this data in conjunction with any third parties.

Why am I not receiving emails from Danube Online?

Please check your spam or junk folders as emails could end up there. Always ensure you mark Danube Online as a trusted/safe sender within your email application.

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