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Manage Your Order & Payments

How to change time/date or address, cancel an order, and fix failed payments before/while the order is being prepared.

Change delivery date/time

You can request a time change by contacting Support.

Steps:

  1. Open Orders tab → select your scheduled order.

  2. Go to Help/Support (chat or call).

  3. Ask to change the delivery time, and include your order ID and the new preferred time window.

Change delivery address

Address changes must be done through Support.

Steps:

  1. Open Orders tab → select your order.

  2. Go to Help/Support.

  3. Share your new delivery address.

  4. Support will confirm if the change is possible.

Cancel my order

You can cancel in‑app before picking starts. Once picking has started (courier has arrived at the store/warehouse), cancellation may no longer be available in‑app—contact Support.

Steps (if cancellation is available in‑app):

  1. Go to Orders tab → select the order.

  2. Tap Cancel order → Confirm.

  3. You’ll see a confirmation in the order timeline.

If you can’t cancel in the app:

  1. Go to Help/Support.

  2. Ask support team to cancel the order.

  3. Our team will check the order status and advise next steps.

Payment failed — what to do

If a payment attempt fails, try the steps below.

Steps:

  1. Retry the payment once.

  2. Check card details (number, expiry, CVV) and ensure 3‑D Secure/OTP is approved.

  3. Confirm sufficient funds and that your bank hasn’t blocked online or foreign transactions.

  4. Try an alternative method: card, Apple Pay, stc bank, Tabby, or Tamara (availability may vary).

  5. If it still fails, contact your bank and/or reach Help/Support with your order ID and any error message you saw.

Payment methods supported

We currently support the following payment methods (availability may vary by region/account):

  • Card (debit/credit where supported)

  • Apple Pay

  • STC bank

  • Tabby (Buy Now, Pay Later)

  • Tamara (Buy Now, Pay Later)

If a method isn’t visible at checkout, it may be unavailable for your account, region, or basket.

Promo code doesn’t work — quick checks

Steps:

  1. Check spelling/case and remove extra spaces before/after the code.

  2. Review the terms: expiry date, minimum basket, eligible users, participating stores/brands/regions, and one‑promo‑per‑order rules.

  3. Ensure the code hasn’t been used already or combined with other discounts.

  4. If it still won’t apply, contact Support with the code and your order ID.

Where to find my receipt

Your receipt is sent to your registered email after successful payment.

Steps:

  1. Check your inbox and spam/junk folders.

  2. If you need the receipt re‑sent or your email updated, contact Support with your order ID.

FAQs

Q: Can I reschedule an ASAP order without canceling?
A: No. ASAP orders can only be changed by canceling before picking starts, then placing a new order.

Q: Why can’t I see “Cancel order”?
A: Picking likely started (the courier has reached the store). At this stage, cancellation/rescheduling might not be possible—please contact Support.

Q: Can I change the address myself?
A: Not yet—Support can help.

Q: Payment keeps failing—what else can I try?
A: Update your app, switch networks (Wi‑Fi/mobile data), try a different method (card, Apple Pay, stc bank, Tabby, Tamara), or contact your bank. Then reach out to Support with your order ID and any error message you saw.

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