FAQs

[#general] How can I contact the customer care department?

For any queries regarding RawGrow® contact our Customer Care via the Contact page or email us at info@rawgrow.com.
Customer Care hours: Monday to Friday, 9:00–13:00 and 14:00–18:00 (GMT+8).

[#general] How can I make an online purchase?

You must be 18 years or older and provide a UAE shipping and billing address.

Items added to your basket will stay there for 24 hours (but aren’t reserved).

When you’re ready, open your basket to review your order, make any edits if needed, and proceed to checkout. Once your order is placed, you’ll receive a confirmation email, followed by another email with a tracking link when your order is dispatched.

[#account] Can I unsubscribe from RawGrow® newsletter?

Yes. In your account you can disable all emails and communications from RawGrow®. Update the preferences and save your changes.

[#orders] How do I place an order?

View the product (s) that interest you. Click on the article to enlarge the image and have more information about it.

Select an item and add it to the basket. Then you can choose to continue to purchase or process your order.

• Choose a delivery method
• Select a payment method
• Confirm your order
• You’ll receive an order confirmation email

[#orders] Can I modify my order?

Yes, you can modify your order if it has not yet been finalized. If you want to modify your order once finalized, you must contact Customer Care.

[#orders] Can I cancel my order?

Please contact Customer Care for clarification regarding cancellations.
Email: info@rawgrow.com

[#orders] What should I do if I receive an incorrect item?

If you receive an item you didn’t order, you can return or exchange it if unused. See our exchange/return policy or contact Customer Care for help.

[#orders] Can I remove an item from my shopping basket?

Yes. You can delete unwanted items before completing your order.

[#shipping] What is the price of shipping and the delivery time for my order?

Shipping is charged per order and depends on your delivery location within the UAE. Orders placed before 12:00 PM are shipped the same day; orders placed after that are shipped on the next business day.

Delivery times:

• Dubai: 1–2 business days — AED 15 (free on orders above AED 100)

• Other Emirates: 2–3 business days — AED 20
  Deliveries are made Sunday to Thursday, 9:00 AM – 6:00 PM.

During promotions or high-demand periods, delivery may take longer.
Public holidays in the UAE are not counted as business days.

[#shipping] How can I track my order?

When your order is being packed we’ll email delivery information and a tracking link.

[#shipping] What if I am missing something in my package?

Email info@rawgrow.com or contact us via social media so we can check the cause. If the delay wasn’t due to external factors (holidays, weekends, festive dates, time zones, country laws/customs), we’ll refund the shipping costs.

[#returns] What can I do if the item I received is defective?

We only sell items in perfect condition. If, exceptionally, you receive a defective product, contact Customer Care with:
• Your order number
• A photo of the product (e.g., damaged, melted, not edible)
We’ll review and offer a credit or resend the order. All costs are covered by us.

[#returns] Can I return my package/product?

If your order wasn’t as expected, contact us within 14 days of delivery. We only accept unopened products. You cover the cost of returning the package; we’ll cover the cost of sending any replacement.

[#returns] Do I have to pay for return postage?

We can’t offer free return shipping. If you wish to return, please contact us.

[#returns] What if I have a problem with the quality of my product?

If your request is about quality, food safety, or other concerns, please contact us.

[#payment] Is it safe to use my credit card on the website?

Yes. Data is transmitted over SSL encryption. For card payments you must enter the CVV for secure e-commerce transactions.