Frequently Asked Questions

What courier do you use for deliveries?

We use Emstar as our delivery partner to send most of our UAE orders, for urgent deliveries please email us at or contact us on WhatsApp +971 52 691 4721

How long does it take for home delivery?

Orders made from Sunday to Thursday (until 3 pm) will be shipped in 2-3 working days.

orders made Thursday(after 3 pm) to Saturday will be shipped in 3-5 days.

Due to current movement restrictions please expect a possible delay in your order delivery, that sometimes is out of the control of our shipping team.

Any issues or clarifications please contact us on whatsapp +971 52 691 4721

I placed an order on Friday for same day delivery, Will i get it on Friday?

Our cut off point is 3 pm, Saturday to Thursday. Any order placed after 3 pm will be processed through our dispatch system after 48 hours. We currently do not deliver at weekends. In case of urgent deliveries email us at or contact us on Whatsapp +971 52 691 4721

I haven’t received a dispatch email/email confirmation?

Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including you junk as it will come from a noreply email address. To ensure emails reach you, add the domain to your safe senders list. In case you still did not find it email us at or contact us on WhatsApp +971 52 691 4721

Can I collect from a local store?

Yes, we can arrange collection in our office , contact us immediately after placing your order at or contact us on WhatsApp +971 52 691 4721

Do you deliver on Weekend?

No, we do not offer the service to deliver on weekends currently, except when orders are placed in advanced and informed before. Email us at or contact us on WhatsApp +971 52 691 4721 if needed weekend deliveries.

Can I track my item?

Yes, your order can be tracked in our website after your login or when you email us at or contact us on WhatsApp +971 52 691 4721.

Can someone else sign for my delivery?

Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.

I'm new, how do I order?

At Tramontina we go to great lengths to ensure your shopping experience is as easy and secure as possible.

Use the Search or the menus to navigate to the items you need. Once you have found an item. Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.

Alternatively, you can contact a member of our customer service team on WhatsApp +971 52 691 4721. to place a telephone order.

Is it safe to order online?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.

Which credit cards do you accept?

We accept Master Card and Visa, both debit or credit card. We also can accept credit card payment on delivery.

How do I apply a promotional code?

You can add a valid promotion code in the cart.

Do your prices including VAT?

All our online prices include VAT.

Where is my order?

Please send an email to or contact us on WhatsApp +971 52 691 4721 to track your order.

Where do I find the phone number for one of your branches?

We currently do not have our own physical store, but some of our products can be found in major supermarket chains, such as Lulu, Carrefour, etc.  If you need to know a precise location of our shops, please email us at or contact us on WhatsApp +971 52 691 4721.

How can I make a complaint?

In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. Contact Us at or contact us on WhatsApp +971 52 691 4721.

Is it possible to change the address/cancel or amend my order?

Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please call us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps, please use email or contact us on WhatsApp +971 52 691 4721.

Can I have an update on my order status?

You can get an update on your order status by sending us an email to or contact us on WhatsApp +971 52 691 4721.

How do I return an item?

In order to return an item , please make sure it has not been used and in its original packing.  Please email us at or contact us on WhatsApp +971 52 691 4721. for further instructions.

How long will it be before I get a refund?

Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund. If the payment has been done by credit card it will be refunded to your account  if cash on delivery basis, we will have the money ready for your collection in our office. For further clarification you can email us at or contact us on WhatsApp +971 52 691 4721.

How do I make a complaint?

If you are not happy about any service we offer or you have a general comment, feel free to email us at or or contact us on WhatsApp +971 52 691 4721.