Customer service
Your account
Learn how to register an account and update your personal details
TITLE: How do I register an account?
Registering a Watsons account is so easy! Simply provide your details on our Register page and click Sign up now and you are done!
TITLE:How do I change my password?
Trying to sign in but can't remember your password? Don't worry, simply click on Forgot your password on the sign in page and indicate the email address you registered with Watsons. We'll send password reset instructions to that email address.
TITLE: Can I change my email address?
We’re sorry, but that’s not possible because your existing email address is linked to all your account details. If you’d like to use a different email address, then you’ll need to create a new Watsons account.
TITLE: Can I add a new shipping address or edit my existing address?
Yes, of course! Just sign into your account, access your account and select Address book. Now, you can add or edit your shipping addresses.
TITLE: What else can I do with my Order history apart from viewing past orders?
Your Order history will give you plenty of information! This is where you can check in on current order statuses, access your digital receipts, print them or re-order previously ordered items.
TITLE: Can I shop without an account?
Yes, you can, by choosing to checkout as a guest. However, we will still need a few details from you like your contact number and address, so we can process your order and know where to send it.
TITLE: I can't log into my account. What could be the reason for this?
There are several reasons why you may face problems logging into your account:
Make sure to login using the same email address and password that you have registered with.
If you have lost or forgotten your password, click on Forgot password and we’ll send you an email with instructions on how to reset your password.
If you’re still facing other problems signing into your account, our Customer Service team would be happy to help. You can get in touch through the Contact Us form on our website. You can also email us at customer.service@watsons.ae or call us at 800-WATSONS (800-9287667) and we'll assist you as soon as we can!
TITLE: What else can I do with my account?
While you are signed into your account, you can also view your recent orders. Please note however that, because of our recent migration, orders placed before 15 March 2023 will no longer be available in Order history. You can still view your order details by checking the emails we sent updating you on your order status.
Orders
TITLE: How can I browse or find a product?
Our website is designed to help you find specific products through different means.
- You can search for a product throughout the website by indicating keywords in the search bar on the homepage and other pages on the website. Keywords you can use include the brand name, product name or product type along with details such as colour, size or other characteristics
- You can also narrow down to a specific type of products by navigating through particular categories and sub-categories. You’ll find our main product categories on the top of the screen all throughout the website.
- When you’ve landed onto a particular list of products, you can further narrow down your search by selecting particular filters such as price, brand, product size, colour and more.
TITLE: How do I place an order?
Found the product you want? Follow these easy to place and order:
- Specify how many units of the product you want to order by pressing the plus (+) and minus (-) buttons in the quantity selector field.
- Select Add to bag. From here, you can select Continue shopping to add other products to your order or Review & checkout to proceed to checkout.
- On Your bag page, check the you have the right products and quantity and, if they're good to go, select Checkout now. In Your bag, you can also adjust the quantity of your products or remove them altogether by clicking on the trash icon.
- If you haven’t signed into the website, you’ll be asked to do so while on Checkout. Alternatively, you can also register a Watsons account or checkout as guest.
- On the Information stage, select whether you’d like us to deliver to your address or you’d prefer to collect your order from our store.
- If you choose Standard delivery, make sure to indicate your correct delivery address and delivery contact number. Select Continue to delivery and then Continue to payment.
- If you choose Click & collect, Watsons Dubai Festival City Mall will be pre-selected for you. Select Continue to payment.
- Choose how you’d like to pay for your order and indicate the required information. Review the product(s) in your bag and, if everything’s in order, select Place order.
- You’ll see an order confirmation or Thank you page on the screen of your device with the details of your order.
TITLE:How do I know if I have completed my order?
When you get to our Thank you page with your confirmed order details, that means that you have completed your order. We will also send you an email to confirm that we have got your order.
TITLE:How can I check the status of my order?
You can track your order from your account.
TITLE: Can I amend my order after it has been placed?
Unfortunately, you won’t be able to make changes to your order once it has been placed. Instead, you can use our free returns service to return your unwanted products. Note that you can return your product(s) within 30 days of your receiving them.
TITLE: Can I cancel my order?
Yes, but only if your order is still being processed by us. To cancel your order, get in touch with us through 800-WATSONS (800 9287667). If your order has already been handed over to our delivery partner, you will not be able to cancel your order. You can instead use our free returns, which is within 30 days of you receiving your products.
TITLE: Why were products in my order cancelled?
If some of your products were cancelled, this might be because they became out of stock after you placed your order or are already nearing their expiration date. If you paid online, we would have automatically started working on the refund of your cancelled products.
TITLE: My entire order was cancelled even if I didn’t initiate the cancellation. What happened?
This could have been because we ran out of stock for your product(s) way too quickly. On the other hand, it may also be because we could not verify your online payment details. In this case, we would have automatically started working on your refund.
TITLE: How do I save products in my wish list?
If you haven't quite made a decision about purchasing a product, don't fret. Just add the product(s) to your wish list while you think it over. Note, though, that we’ll only save your wish list for 30 days, so make sure to check back and place your order before then. You can access your wish list by selecting the heart icon at the top right corner of the homepage.
Payment
Find out about our payment options, VAT and more
TITLE: What payment methods can I use?
There are a number of payment methods to choose from including Visa, Mastercard, Blue Wallet and Blue Prepaid. You can also opt to pay by Cash on Delivery, which is a service that is completely free.
TITLE: Are your prices inclusive of VAT?
Yes. All prices on our website are in local currency (AED) and already include VAT.
TITLE: My order has just been canceled because there’s a problem with it. What happened?
We’re sorry this happened, but your order was canceled because we couldn’t process your payment details. If you’d like to place a new order, please make sure to check the following details first to ensure your order goes through:
The card details saved in your account must have the correct information — this could involve anything from the expiry date to your name
Make sure you’ve entered the right security code — that’s the 3- or 4-digit number at the back of your card
TITLE: When is my Blue cashback credited?
Blue cashback is credited only after order is delivered or collected.
Shipping & services
TITLE: Where do you ship in the UAE?
We ship across the UAE – be it in Dubai, Abu Dhabi, Sharjah, Al Ain, Ajman, Fujairah, Ras Al Khaimah or Umm Al Quwain.
TITLE:What type of shipping services do you offer?
We currently offer Standard and Express delivery services.
Standard Delivery: Delivery within 1-2 business days. For orders of AED 100 or more, shipping is free. For orders less than AED 100, a shipping fee of AED 15 applies.
Express Delivery (Dubai only): Delivery within 4 hours if you order between 10am to 6pm. A shipping fee of AED 15 applies to all orders, regardless of the total amount. Orders placed after 6pm will be prioritized for next day delivery between 8am to 12 noon.
TITLE: How does Express Delivery work?
Express delivery is our fastest delivery option yet, designed to get your products to you in 4 hours. Here’s how it works:
1. Shop online and fill your basket with your Watsons favourites.
2. Select Express delivery at checkout under shipping option.
3. Place your order between 10am to 6pm and expect a speedy delivery – your items will arrive in 4 hours!
Express delivery is available only for Dubai. If Express delivery is selected and order was completed after 6pm, your items will be delivered the next day between 8am to 12noon.
TITLE: Can I get free delivery for my order?
Delivery is FREE for orders over AED 100. Otherwise, you will be charged AED 15 for delivery.
TITLE: How will I know when my order is on its way to me?
We will send you an email when your order has been shipped. We will also give you a call to arrange the most suitable time to deliver your order.
TITLE: Can I change my shipping address after placing an order?
Yes, you can. Just give us a call at 800-WATSONS (800-9287667) and provide the new shipping address you would like us to ship to.
TITLE: Do I have to present anything at the time of shipping?
We might ask for a valid ID so please be ready to present either your Emirates ID, passport or driving license.
TITLE: Can someone else receive my order on my behalf?
Definitely! He or she will only need to present either their Emirates ID, passport or driving license.
Click & Collect
Shop online and collect from our Dubai Festival City Mall Store
TITLE: What is Click & Collect?
Click & Collect is a free service that allows you to shop on our website and then conveniently collect your order from our Dubai Festival City store.
TITLE: Do I need to pay an additional amount to use Click & Collect?
Not at all! Click & Collect is a free service.
TITLE: How do I know when to collect my order?
We will send you an email and SMS to let you know that your order is ready for collection. You can then head to our store to collect your order.
TITLE: How much time do I have to collect my order?
From the time you receive our email and SMS notifying you that your order is ready, you will have 14 days to collect from our store.
TITLE: What do I need to bring when collecting my order?
You will be asked to present your order number (which you can show through the SMS or email we sent to notify you that your order is ready for collection) and your debit/credit card used for the payment.
TITLE: Can someone else collect my order on my behalf?
Yes, you can send someone else to collect your order for you. To help us make sure that we are releasing the order to the right person, we would need him/her to bring the following:
- An authorization letter written and signed by you
- A copy of your valid Emirates ID, passport or driving license
- The order number (indicated in the order confirmation SMS or email we sent you)
- Valid Emirates ID, passport or driving license of the person collecting
- A copy or the original card used for the purchase
Returns & refunds
Find out about our hassle-free returns and refunds process
TITLE: How long do I have to return a product?
From the time of shipping or collection, you will have 30 days to return your purchase, as long as it meets our return policy.
TITLE:What is the refund policy?
We always work towards delivery that’s 100% accurate while ensuring that each product is in perfect condition when it reaches our customers. In case of errors, however, we’d be more than happy to give you a refund if the following conditions are met:
A product(s) was found to be defective or damaged upon delivery
An incorrect product was delivered
A delivered product(s) is different from what was described online
A product(s) was near its expiry or has already expired when delivered
A product(s) was in the initial order but was not delivered
TITLE: What are the refund terms & conditions?
All products for return must comply with the following terms & conditions:
Product(s) must be in its original, unused purchase condition
Packaging of each product must be unopened and not defaced in any manner
Product(s) must be accompanied by a proof of purchase such as a receipt or tax invoice
All paperwork, parts and accessories that was delivered with the product(s) must also be returned
If the product(s) was purchased as part of a set, pack or bundle, all other product(s) in the set, pack or bundle must also be returned
TITLE: How will I receive my refund?
We’ll offer your refund via your original payment method.
If you paid online, your refund will be credited to the bank/credit card or Blue Wallet used for payment.
If you paid through Blue Prepaid, your refund will be credited to a new Blue Prepaid card which we’ll send you through email.
If you paid through cash on delivery, your refund will be credited to your chosen bank account.
TITLE: Are there any products excluded from the return and refund policy?
Products that are labelled as non-returnable and/or non-refundable on our website cannot be returned and refunded.
TITLE: How do I return my products?
We’ve made it as easy as possible to return any unwanted products. You can either return it at any of our stores in the UAE or call us at 800 WATSONS (800 9287667) to arrange a pick up of your products. You can also send an email to customer.service@watsons.ae.
TITLE: If I have paid through my debit or credit card, how long would it take for me to get my refund?
The whole process will take 2 to 3 weeks, starting on the day we notify you that we have received your product to your bank processing the return.
TITLE: I paid through cash on delivery. How do I get my refund?
You can get a refund for your Cash on delivery order and get the amount credited to your bank account by filling in the refund form we sent through email and sending it back to us.
TITLE: Will I get my VAT refunded when I return products?
Yes, you will. Just make sure to also present a proof of purchase, such as your receipt or tax invoice.
TITLE: When I return a product, will I get a refund for the shipping fee?
Unfortunately, you will not be able to get a refund for your shipping fee. In case you need more clarification on this, you can give us a call through 800 WATSONS (800 9287667).
TITLE: I got refunded the wrong amount. What do I do?
If you think you received your refund in the wrong amount, please get in touch with us at 800 WATSONS (800 928 7667) and we will be happy to help you.