Frequently Asked Questions

Everything you need to know about shopping at Bakkal.ae, from your first order to your fiftieth.

Delivery

How fast is delivery?

Same-day delivery is available based on slot availability. Placing your order earlier in the day improves your chances of securing a same-day window. Your confirmed slot timing is shown at checkout.

Where does Bakkal.ae deliver?

We deliver across Dubai and the wider UAE. Enter your address at checkout to check availability, or contact us directly at customercare@bakkal.ae or +971 4 346 1557. We deliver to residential addresses, apartments, offices, and villas.

Is there a minimum order?

No minimum order is required. Orders of AED 105 and above qualify for free delivery. Orders below that threshold include a delivery fee shown at checkout.

Are chilled and fresh products delivered properly?

Yes. All orders containing dairy, cheese, kaymak, cold cuts, and fresh produce are delivered in temperature-controlled vehicles. We handle the cold chain from our store to your door: not outsourced, not a standard courier bag with an ice pack.

How do you protect fresh products during delivery?

We take extra care with fresh and chilled products. Orders are packed using insulated materials and transported in our own temperature-controlled vehicles, equipped with professional refrigeration systems. This allows us to maintain product quality, freshness, and food safety from our warehouse to your doorstep.

Do you use your own delivery vehicles?

Yes. Fresh, chilled, and temperature-sensitive products are delivered using our own specially equipped vehicles with refrigeration and cold-chain capabilities to help maintain product quality during transport.

What happens if I'm not home during delivery?

Our team will contact you to arrange a suitable solution depending on your location and delivery circumstances.

Can I place an order for someone else?

Yes. Simply enter the recipient's delivery address and contact details during checkout.

Can I track my order?

Delivery updates are provided during the order and dispatch process. For specific tracking queries, contact our team at customercare@bakkal.ae with your order number.

Products and Freshness

Are your products authentic Turkish imports?

Every product at Bakkal.ae is imported from Turkey through Old Bazaar General Trading LLC. We carry established Turkish brands including Caykur, Kurukahveci Mehmet Efendi, Itimat, Sutas, Ikbal, Marmarabirlik, Divan, Eti, Reis, and Tadim: the same brands sold in Turkish supermarkets and exported across Europe and the Middle East.

Are the products the same as those sold in Turkey?

Yes. We import authentic Turkish brands and products that are commonly found in supermarkets across Turkey.

What are the most popular Turkish products sold on Bakkal.ae?

Some of our best-selling products include Turkish tea, Turkish coffee, Ezine cheese, white cheese, olives, kaymak, honey, Turkish delight, biscuits, sunflower seeds, and traditional Turkish breakfast essentials.

What should I buy if I'm new to Turkish food?

Popular first-time purchases include Turkish tea, Turkish coffee, white cheese, olives, honey, kaymak, Turkish delight, simit, and traditional Turkish breakfast products.

How do I know the products are fresh?

Fresh and chilled products are stored in refrigerated conditions and rotated regularly. Expiry dates are visible on all packaging. For pantry and dry goods, we stock items with appropriate remaining shelf life at the time of fulfilment.

What if an item I ordered is out of stock?

If an item becomes unavailable after your order is placed, our team will contact you to discuss a replacement or refund for that specific item. You will not be charged for items we cannot fulfil.

Can I get notified when an out-of-stock product is available again?

Yes. If a product is currently out of stock, simply click the "Notify Me When Available" button on the product page. We'll send you an alert as soon as it's back in stock, so you won't miss your favourite Turkish products.

Do you regularly add new products?

Yes. We continuously expand our range based on customer demand, seasonal availability, and new arrivals from Turkey.

Why are some products only available for a limited time?

Certain Turkish products are seasonal or produced in limited quantities. Availability may vary depending on supplier shipments and demand.

Will discontinued products return to stock?

Some products may return with future shipments from Turkey, while others may be replaced by alternative brands or updated versions.

Are product labels available in English?

Many products include English labelling. Where available, product pages also provide descriptions, ingredient information, and key details.

Do you carry halal products?

The majority of our meat, dairy, and cold cut products are halal-certified. Details for individual products are available on each product page. If you have a specific certification query, contact us at customercare@bakkal.ae.

Can I find organic or specialty dietary products?

Our range includes naturally produced and traditionally manufactured items. Product pages include ingredient and attribute information. Browse our organic and healthy collection for the current range.

Gifting

Are your Turkish products suitable for gifting?

Yes. Many of our products, including Turkish coffee, Turkish delight, chocolates, teas, and specialty food items, make thoughtful gifts for friends, family, and colleagues. Whether you're celebrating a special occasion or sharing a taste of Turkey, you'll find plenty of unique gift options at Bakkal.ae.

Do you offer corporate gift packages?

Yes. We create custom corporate gift packages for businesses, employee appreciation programs, client gifting, seasonal celebrations, and special events. For corporate gifting inquiries and personalised packages, please contact us at customercare@bakkal.ae.

Payment

What payment methods do you accept?

Visa, American Express, Apple Pay, and Cash on Delivery.

Is online payment secure?

Our checkout is processed through a payment gateway secured with 128-bit SSL encryption. Card details are not stored on our servers.

Can I pay cash on delivery?

Yes. Cash on Delivery is available and selected at checkout.

Will I receive an invoice for my order?

Yes. Order confirmation and purchase details are provided electronically after your order is completed.

Returns and Refunds

What is your return policy?

For full details, see our Refund and Return Policy. If you receive a damaged or incorrect item, contact our team within 24 hours of delivery at customercare@bakkal.ae with your order number and a photo of the issue.

What if my order arrives damaged?

Contact customercare@bakkal.ae as soon as possible after delivery. Include your order number and a photograph of the damaged item. We will resolve it promptly.

Shopping and Account

Do I need an account to order?

Guest checkout is available. Creating an account makes reordering faster, lets you view order history, and saves delivery information.

Does Bakkal.ae have an app?

Yes. The Bakkal.ae app is available on the App Store (iOS) and Google Play (Android). It's the easiest way to browse the full range, reorder your regular Turkish breakfast and pantry staples, and track your orders.

How do I contact customer support?

Email: customercare@bakkal.ae
Phone: +971 4 346 1557
Hours: 9:00am to 4:00pm, Monday to Saturday