التعليمات

General

What is Drewel?

Drewel is Oman’s best and most convenient (supermarket) delivery company which enables you to order grocery, bakery, fruits & vegetables and other products that you need every day, directly via your mobile or web browser.

DOWNLOAD THE APP: https://play.google.com/store/apps/details?id=com.drewel.drewel

 

What kind of products do you sell?

You can choose from over 3000+ products spread across various categories such as grocery, bakery, fruits & vegetables, beverages, personal care products, baby care products, pet products and much more.

 

What cities and locations do you operate in?

We currently operate in Muscat region and will start deliveries across other parts of Oman in Phase 2 & 3.

 

Do you deliver to my location?

We deliver to selected localities in Muscat. You can check the location settings on the App to see if we deliver to your area. If we do not deliver to your area, you can submit us your request and we will review the same.

 

What is the minimum order value?

There is no minimum order value. We charge a flat delivery charge that applies on every order you place at the store.

 

Do you charge any amount or taxes over and above the rates shown?

No, currently no additional TAX applies to the bill value. HoweverTaxation value is subject to change based on rules and regulations of the country.

 

Can I track the status of my order?

Yes, you can track the status of your order under the My Orders section.

 

How can I make changes to my order after confirmation?

You can go to My Orders section and click on the edit button (available only for a certain time limit) and make changes to the order placed on the App.

 

Payment / Refund & related queries

How can I make payments at Drewel?

Drewel accepts multiple modes of payments:

  1. Cash on delivery
  2. Credit Card / Debit Card
  3. Thawani App Payment

 

How can I request a refund?

A refund is applicable only in certain cases (Damaged goods or missing goods). You need to raise a request with the Drewel management, your request will be reviewed and upon approval, the payment will be released.

 

How can I view my receipt?

Your order summary for each order placed is available in the “My Orders” section.

 

Cancellations and returns

How can I cancel my order?

Under “My Orders” section there is a cancel button (only available for a certain time limit) next to the order placed. Once you confirm the cancellation on the App, your order will be cancelled.

 

What if I want to return some item?

If you’re dissatisfied with the products delivered, please register a complaint via the app within 48 hours for non-perishable items and 24 hours for perishable items. Our customer support team will get in touch with you to resolve this issue.You can also return the products which you are dissatisfied with, at the time of delivery and we will get the refund initiated for you.

 

Can I reschedule my order?

Yes, you can do this by clicking on the Need Help option in “My Orders” section. You can also reschedule your order as per your convenience basis the slots available, provided the order is not already en route.

 

What if I have any complaint regarding my order?

You can use the “Contact Us” section on the app/web. Our customer care executives are always happy to help.

 

Is it safe to use my debit/credit card to shop on Drewel?

Yes, it is. all Debit / Credit card transactions on Drewel are routed through Oman Arab Bank Payment Gateway.

 

I’m trying to place an order today but it is getting scheduled for the next day. What can I do?

Depending on store timings and store capacities, your order may be scheduled for a different day.

 

Can I schedule an order to my convenience?

Sure. At the checkout page, you can select a delivery slot of your choice.

 

Delivery related queries

Do you charge for delivery?

Yes, there is a flat delivery charge on every order placed.

 

What are your delivery times?

Our delivery timings are from 8 am till 10 pm.

 

Can I change the delivery address of my order?

You can have multiple delivery addressed listed in your app.

 

What if I don’t receive my order by the scheduled time?

On rare occasions, due to unforeseen circumstances, your order might be delayed. In case of imminent delay, our customer support executive will keep you updated about the delivery time of your order.