Frequently Asked Questions
What is Swan?
The answer is pretty simple, actually! Swan is your new favourite grocery and more shopping app. We deliver everything you need from all your favourite stores right to your door! Our tech-savvy team created our app using the latest AI and machine learning technology to elevate your shopping experience.
Getting started with Swan is super easy – just head to the Play or App Store, install the app and click on "Get started". Our user-friendly app will then navigate you through the simple registration process step by step.
How can I see the latest local promotions?
To see the latest deals and promotions near you, just enable your location, go to your preferred store, and start browsing the deals and discounts available in the store.
How do I order my groceries through Swan?
Will all promotions from a specific store show up on the Swan app?
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Yes, of course! Any promotion or discount ongoing in one of our partner stores will be visible on our app.
Our order process is as simple as 1,2,3.

· Download the Swan app from the Play or App Store

· Create a new Swan account and select the products you need from your preferred store

· Choose your payment method, delivery time, and order!

With Swan, you have endless payment options. Well...not really, you have 3! You can either choose to pay on the app using your debit or credit card, pay in cash on delivery, or pay by card on delivery.
How do I pay for my order?
To see how things are progressing once you have placed your order, go to "Order History" on the Swan app then click on your current order to see the status of your order at different stages.
Can I track my order?
How do I contact customer care?
Our customer care team is always ready to answer all your questions. To reach our team through live chat, just open your Swan app, tap the burger menu on the bottom left of the screen, then click "contact us". You can also reach out to our team by email through support@swan.shop.
If any product on your on your list is out of stock, our app will notify you so that you can choose a substitution before placing your order. If you order has already been placed, your picker will notify you through push notification to let you know. You'll then be able to remove or substitute the item.
My product is out of stock, what do I do?
Swan is happy to help fill all your grocery needs between 9am to midnight. Please note that any delivery time will also be subject to each store's individual operating hours which may vary from store to store.
What hours of the day does Swan deliver?
We currently deliver to all areas in Abu Dhabi, Dubai and Al Ain!
Where does Swan deliver to?
If you have added your delivery address but haven't found local stores, it may mean we do not deliver to your area yet. For further assistance, get in touch with us via support@swan.shop.
I can't find my area – what do I do now?
Absolutely not! You can order as many times as you like on the Swan app.
Is there a limit on the number of orders I can make per day?
How do I create a Swan account?
Yes – to change your address after you have made an order, just reach out to our customer care team using live chat on the app. It's important to change your address before the order is dispatched to avoid delays.

Please note that your updated address must be within the delivery coverage area for the store you have made an order from.

Can I change my delivery address once I have placed my order?
Where can I find my referral credits?
Your referral credit will only be added to your wallet within 24 hours if your friend's order is successfully delivered. However, even if their order is delivered and you are unable to see the credits in your wallet, please check if the following conditions are met:

1. Your friend installed the Swan app through your referral link.

2. Your friend is a new user.

If all the above conditions are met and you are still unable to see the credits in your wallet, please contact our customer care team via live chat on the app or email us at support@swan.shop.

Why haven't I received my referral credits after my friend placed an order?
You can redeem a maximum of AED 10 credit per order.

Kindly note that the credit cannot be redeemed along with certain discount promotions like the first-time order discount.

How much credit can I redeem per order?
You can see your Swan credit by opening the Swan app and clicking "Swan Wallet".
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