FAQs

When will my order arrive to the recipient?

You can track your order in the Customer Service section of our site. Simply enter your order number and your order status will be displayed online. If the order is placed before 3:00pm UAE time, then the order is delivered on the same day. Otherwise, you may select tomorrow's date for delivery. For orders placed after 3pm Thrusday, the earliest delivery date is Saturday. Public holidays are exceptions and require a minimum of two days for delivery. Note that we do not deliver on public holidays. Friday deliveries are possible if order placed before 5pm Wednesday. If you have any specific questions about your order, please contact us.

What measures are taken so that my order arrives in proper condition?

All products on kentessa.com are either delivered via kentessa.com’s own courier vans, or through FEDEX. Every necessary measure is taken to ensure that the product arrives to the recipient in pristine condition. If a product is damaged upon arrival, please contact a customer service representative immediately for assistance.

Can my order be delivered today?

If the order is placed before 3:00 PM UAE time, then the order is delivered on the same day.

Is it safe to use my credit card online?

All credit card information is processed securely using GeoTrust’s SSL certificates, which follow world-class standards in online credit card protection. Because the credit card information is collected and processed on the secure servers of a large national bank, customers can rest assured that their credit card information will not be mishandled.

Will my contact information be kept confidential?

kentessa.com keeps customer information completely confidential. Our company does not share customers’ personal information for third-party use or sell it to advertising agencies. In the event of a legal requirement, fraud, or law-enforcement request, your personal information may be shared upon request from the relevant authorities. For a complete description of our privacy policy, please read our Terms of Use in the Customer Service section.

Why did kentessa.com decide to go online?

At kentessa.com, we place a top priority on convenience as well as quality. We feel that online shopping is the quickest way for customers to browse products, as well as the most convenient way to purchase them. When our customers enjoy orders from the comfort of home, they need not stand in line, carry bulky products, or experience disappointment when an item is out of stock. When a customer places an order with us, confirmation of the order arrives immediately. UAE shopping has always been a favorite activity of our customers, and the convenience of online purchases makes it even more enjoyable

Need help in processing your order?

Please call us (04) 259 1261 or click on Live Chat for a customer care representative to assist take your order. Our office remains open 7 Days in a Week, Our office hours are as follows:
(i) Gulf Standard Time 8AM - 12AM Sunday through Thursday
(ii) Gulf Standard Time 3PM - 12AM Friday
(iii) Gulf Standard Time 8AM - 10PM Saturday

Is it safe to pay online?

kentessa.com has a 256-bit SSL encryption and is McAfee Secure certified. This is the same level of security you’ll enjoy with most online banks. Rest assured, your personal information is completely secure when you purchase online from kentessa.com.

What credit cards do you accept?

We accept VISA, Mastercard, American Express and Discover.

How can I pay? What payment options do I have?

Payment can be made directly on our website by using your Credit Card. Additional options include:
- PayPal
- Google Checkout
- Cash on Delivery
- Western Union

We accept VISA, Mastercard, American Express and Discover.

What is Cash on Delivery?

Cash on Delivery allows you to pay for the goods at the time of delivery. If you do not have a credit card, this serves as a convenient alternative.

How can I cancel the order? Do I get a full refund?

Orders can be cancelled for a full refund if the cancellation is requested 24 hours in advance of the delivery date. If an order has been shipped, shipping fees are non-refundable. In the case of perishables such as flowers, chocolate, fruit, etc.: 50% of the product purchased is also non-refundable.

What charge will show on my credit card?

The credit card statements will show the charge as "IAK International LLC".

Can I ask for a specific date or time for the delivery?

Certainly, we guarantee to make your delivery on your requested date. As far as time of delivery is concerned, kindly enter the time range that suits you and we’ll ensure it gets there on time. However, a precise time cannot be guaranteed. Deliveries are made between the time range that you select during checkout.

If I make the order today, when will it be delivered?

Click on delivery city for shipping details:

Exceptions: Kindly note that Fridays and public holidays are excluded. For other exceptions, kindly refer to the delivery calendar. As long as you can select a date during checkout, the order will be delivered to you or your recipient on that date.

Can you make a delivery on the same day as the order?

Yes! For Dubai, Sharjah and Ajman: same-day delivery is available if the order is received before 3pm. For Abu Dhabi, Al Ain and Fujairah, same-day delivery is available if order is received before 9am. In order to find out about availability of same-day delivery after these hours, kindly call our customer care for assistance or click "Chat Live" for immediate assistance.

What are your delivery charges?

Delivery Time Range: 9AM - 6PM
A flat delivery charge of AED 50 (US $13.62) is applicable for all deliveries within the UAE.

Delivery Time Range: 9AM - 2PM
A flat delivery charge of AED 70 (US $19.07) is applicable for all deliveries to Dubai, Sharjah and Ajman.

Delivery Time Range: 10AM - 3PM
A flat delivery charge of AED 70 (US $19.07) is applicable for all deliveries to Abu Dhabi, Al Ain, Fujairah and Ras Al Khaimah.

Delivery Time Range: 10AM - 5PM
A flat delivery charge of AED 50 (US $13.07) is applicable for all deliveries to Abu Dhabi, Al Ain, Fujairah and Ras Al Khaimah.

Delivery Time Range: 2PM - 5PM
A flat delivery charge of AED 50 (US $13.07) is applicable for all deliveries within the UAE.

Delivery Time Range: 2PM - 8PM
A flat delivery charge of AED 50 (US $13.07) is applicable for all deliveries within the UAE.

For cash on delivery, additional charge of AED 30 will apply if the cash pick up address is different from the delivery address.

Is there a minimum value for an order?

Yes, the minimum value of an order is AED150 (US $41).

I do not have the exact address, just a telephone or mobile number and the state of the recipient - can you still deliver?

In most cases, we require a complete delivery address. However, as long as the telephone number is operational we will try to contact the recipient, and obtain the delivery address from him or her.

Will the delivery be a surprise?

All our orders are delivered as a surprise. The recipient does not know what they are receiving until our delivery personnel reach them.

Can I delivery anonymously?

Yes, we do offer an anonymous delivery option as well. In the event that the recipient does not want to accept a gift anonymously the gift will be returned to us.

Who makes the delivery?

All our gift deliveries are made by our trained shipping crew. Certain non-perishable items like perfumes may be delivered by logistics companies such as FEDEX or DHL.

How can I be sure that the products arrive in good condition?

All flowers and gourmet products are prepared fresh every morning. The items are delivered in temperature controlled vans to ensure that everything is delivered in pristine condition. If you’re unsatisfied with a delivered product, kindly contact customer service and we’ll be happy to rectify the situation at the earliest.

Will you call the recipient before delivering?

Yes, it’s company policy to call the recipient before making the delivery to ensure we have the correct address, and that the recipient is at that address during the time of delivery.

What happens in case the recipient is not available at the time of delivery?

If the recipient is not available at the time of delivery, the sender will be contacted and a second delivery attempt can be made either on the same day or the next business day. If you’re ordering flowers, chocolates, or other edible gifts, rest assured that all items are prepared again the next morning to maintain freshness. Your satisfaction is guaranteed!

Do you call before delivery? Do you deliver at a time convenient to the recipient?

In the event that we need to confirm the delivery location, we might call the recipient. In all instances, the element of the surprise is maintained and the recipient never knows what he or she is about to receive.

How do you guarantee the freshness of flowers or that chocolates will be delivered in good condition?

All flowers, cakes, and perishables are prepared fresh every morning, and delivered in temperature controlled delivery vans to guarantee that they’ll make an impression.

Can I get gift wrapping for the products I have purchased?

Certainly, our artistic gifts design team will transform your gift into a beautiful presentation before it is delivered. Simply select the gift wrapping option during checkout, or request it from a customer service representative.

I am sending gifts, can the prices be removed before shipping?

All price tags and stickers are removed before shipping to allow any purchased item to be given as a gift.

What country or cities do you deliver to?

We deliver to all cities in the UAE: Dubai, Abu Dhabi, Sharjah, Al Ain, Umm Al Quwain and Ras Al Khaimah. Kindly note that Ruwais is an exception and we do not currently deliver to Ruwais.

Internationally, we can deliver certain products to over 140 countries around the world. Please contact customer service for assistance with international orders.

Do you delivery Internationally?

Certain products can be delivered to over 140 countries worldwide. In order to find out more about international deliveries, kindly call our customer care for assistance ( (04) 259 1261) or "Chat Live" with one of our chat representatives for immediate assistance.Certain items can be shipped internationally.

How do I know my order has been received and confirmed?

You should receive an order confirmation email within 1-2 hours of making the order on the website. If placing the order via Google Checkout, you'll receive an order received email from Google Checkout. If you have not received any order confirmation email within 2 hours after placing the order, kindly contact us for assistance.

How do I know if my order has been delivered?

You will receive three sets of communication after your purchase:
(i) Once your order has been processed you will receive an order confirmation email with the details of your order.
(ii) Once your order has been shipped, you will receive a second email.
(iii) Finally, a last email will be sent to you once your order has been delivered.

What if the product received is damaged?

If a product is damaged, it must be notified immediately. Kindly notify customer care and we’ll be happy to replace it free of charge.

Contact US

Call our customer service representatives at (UAE) : (04) 259 1261; Our Offices are open Saturday through Thursday, 8AM – 9PM UAE Time.

International:+971 -4-259-1261