FAQ

About us
How to contact Maison Duffour?
You can contact us via:
  • Email: contact@maisonduffour.com
  • WhatsApp: +971509551520
  • Phone call: +971509551520
  • For corporate inquiries : +971509551569
  • Instagram: Maison Duffour
What are your opening and closing timings?
You can:
  • Order online at anytime
  • To be delivered the same day if you live in Dubai and with products eligible for express delivery when you place your order before 4pm
  • With the weekend change, Sunday delivery is only available for Dubai
  • Our shop is open every day between 9am and 7pm
  • Contact the office by phone or whatsapp everyday from 9am to 7pm
Which payment method do you accept?
We accept credit cards (Visa, Mastercard, AMEX) or cash on delivery/pick-up. For corporate or professional orders, we accept bank transfers.
Where is your store?
Our warehouse is in Al Quoz Ind. 3 and we welcome you everyday from 9am to 7pm.
You are welcome to pick up your order at our warehouse within 1 hour, for any products except those with the logo “NEXT DAY”. Or you can schedule an order for the next day and select “Pick up” at check out

Our location: Warehouse 7, 10A Street, Al Qouz Industrial 3, Dubai, UAE - exact location here

Some products cannot be picked up on the same day as they are prepared freshly on a daily basis by our local partners to ensure optimal freshness. This is the case for our red meat, our fresh fish or our range of fresh bread.
Is there a minimum order value?
There is no minimum order value, you can order for any amount and we will either come to your doorstep or prepare your order ready for pick up.
How to subscribe to your Newsletter?
At the bottom left of the website, you can subscribe to our newsletter and receive all our cooking tricks, new products notification, special offers and recipes. Don't miss the chance to receive our amazing newsletters!

image
How to unsubscribe from your Newsletter?
We are sorry you would want to unsubscribe from our newsletters. In case you are 100% sure you want to miss out on our incredible news, you simply need to select "unsubscribe from this list" at the bottom of a previous newsletter. That's it!

Our products
How do we select our products?
With a lot of love and pleasure!💛

We select our products with care so that they please you as much as possible. It all starts by taking into account your needs. Then we look for the best partner to meet them. We test different brands and we select the one that comes closest to our values and our commitments while having excellent taste qualities!

REAL FOOD WITH REAL TASTE AT THE RIGHT PRICE.
Do you respect the cold chain?
All our products are stored inside our cold stores, both chilled and frozen. Once leaving our warehouse, they are transported in our Petit Forestier vans for our deliveries in Dubai that also contains both a chiller (0 to 5 degrees) and a freezer (-18 degrees) partitions.

For our deliveries to other emirates, our partner AHOY! It’s equipped with chiller vans. We hand over frozen items to AHOY only when packed with dry ice that conserves the products at negative temperature for several hours.
Why do you have lots of French products?
We have a lot of French products because French food is the best in the world! 😇 We're kidding!

The real reason: Maison Duffour was created by Rodolphe and Alix Duffour, a French couple who moved to Dubai more than a decade ago. We offer products that we know best being from our home country, that we like and that are of high quality. The French know-how is recognized for its quality and its history. We import a part of our terroirs to share them with you.
Why do you stop proposing some products?
Our main objective: to offer you quality products! That's why we work according to the seasons. You will not find strawberries on our website in December for example or oysters in July.
Why do you still sell meat?
We sell meat because we want to offer you the essentials to make your shopping!
Our meats are halal and we offer a non-halal range when it comes to pork meat.
Why are some products out of stock?
Because they are victims of their own success!

If you see a product out of stock on our website, it means that we can't propose it for the moment. But don't panic! They usually come back in stock quickly! We have weekly deliveries to keep us supplied.

To be informed of our restocks or our novelties, follow us on social networks: @maisonduffour or subscribe to our newsletter.
Why not propose only local products?
Even if we work a lot with local companies and producers (Sous chefy, Jarra, Mirzam, Sausage Fabrique, Krispr...) We also offer you products from other countries like France or Spain.

Why? Simply because we offer regional products and we find them in their region, in their country to have the best quality. Each country has its own specialties and it would be a shame not to enjoy them!
Which products can I freeze? Can I refreeze a defrosted item?
You can freeze all our fresh products (Tradition baguettes, fresh beef, veal and lamb, pork sausages etc.). However, never refreeze a thawed product, to avoid any bacteria multiplication.
Which cheeses are pasteurised/pregnant friendly?
We have a wide selection of pasteurised cheeses. To find out which cheeses are pregnant women friendly, enter the keyword "pasteurised" in the search bar.
Which products are gluten free?
To find out which products are gluten free, enter the keyword "Gluten-free" in the search bar. We also mention usually the term "gluten free" in the product title when it normally contains gluten.
Which products are Plant-Based?
To find out which products are plant-based, enter the keyword "vegan" or "plant-based" in the search bar. We also mention usually the term "vegan" in the title of the product when it normally contains animal proteins in its composition.
Delivery infos
Where do you deliver?
We deliver most part of the UAE 🎉. Sunday delivery is only available in Dubai.
How long does the delivery take?
We offer 2 types of delivery depending on your location (Dubai or other emirates) & on your selected products (Same day items or Next day items):

  • Scheduled delivery - available for all products and for all emirates: Place your order before 3PM and you will receive it the following day (Or any future day of your choice). On Saturday, you can order before 12pm to receive your order on Sunday. Sunday delivery is only available in Dubai

  • Express delivery - available only for same day items and for Dubai’s deliveries: Place your order before 4PM and get it the same day within 3 hours.

  • What is a scheduled order?
    A scheduled order will allow you to select any items on the website and to schedule it for the next day, if you place the order before 3PM (from Monday to Friday), or before 12PM (if you place it on Saturday). You will be asked to enter 1 if you live in Dubai and 2 if you live in another Emirate.

    After choosing your favorite date & time slot, you will be able to choose if you want a delivery or if you prefer to pick up your order at our warehouse (the delivery fees will therefore be waived)

    Sunday delivery is only available in Dubai.
    What is an express order?
    If your selected items are eligible for an express order, you can choose to either pick up the order or get a delivery the same day of your order. The conditions are:

    - Your cart must not include “NEXT DAY” items

    - You must live in Dubai

    - You will receive it within 3 hours as long as you place the order before 4PM

    How do I know which product is available for an express order ?

    Most of our products are available for same day delivery or pick up. The ones that are not have a logo on the picture: you will read “NEXT DAY”
    Why is there a delivery fee?
    The last mile delivery is challenging and costly in most places around the world. Delivery fees are used to cover some of the costs for vans, petrol, drivers as well as the fees that we pay to our partner for other emirates deliveries.

    However, if you order for more than 250AED, the delivery is on us!
    I put a wrong delivery address/phone number
    No worries, you can send us an email or WhatsApp and we will correct it for you.
    Can I come to pick up my order?
    You are welcome to pick up your order at our warehouse within 3 hours, for any products except those with the logo “NEXT DAY”. Or you can schedule an order for the next day and select “Pick up” at check out. Our location:

    Warehouse 7, 10A Street, Al Qouz Industrial 3, Dubai, UAE - exact location here

    Collection is available 7 days a week from 12pm - 7pm.
    Your order
    Can I come to pick up my order?
    You are welcome to pick up your order at our warehouse within 3 hours, for any products except those with the logo “NEXT DAY”. Or you can schedule an order for the next day and select “Pick up” at check out. Our location:

    Warehouse 7, 10A Street, Al Qouz Industrial 3, Dubai, UAE - exact location here

    Collection is available 7 days a week from 12pm - 7pm.
    How can I edit or cancel my order?
    You can cancel your order via the confirmation email that you have received, at the bottom of the page, or you can cancel some items only by contacting Maison Duffour's customer service.

    Kindly note that if you cancel within 24 hours prior to your delivery date, we will not be able to refund the fresh items that we have ordered especially for you (platters, fresh meat, fresh bakery & pastry, fresh seafood).

    Refunds (if applicable)

    Once we received your returned products and were able to check them, we will send you an email to inform you that we have well received them and we will also notify you of the approval or rejection of your refund.

    If your claim has been approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days (usually 5 to 10 business days depending of your bank).

    Late or missing refunds (if applicable)

    If you haven’t received a refund yet, first check your bank account again.

    If after 10 business days, you have checked the refund status with your bank and they confirm you still have not been refunded, please contact us by email at contact@maisonduffour.com.



    Sale items (if applicable)

    Only regular priced items may be refunded, unfortunately sale items cannot be refunded given their usual short shelf life.

    Exchanges (if applicable)

    We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@maisonduffour.com.

    Gifts

    If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

    If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

    Shipping

    To return your product, you should contact us so we can organize an appointment and collect the product to your door.
    Can I pre-book some products?
    You can order in advance; a calendar at the bottom of the cart page will let you select any date you would like to have your order delivered or picked up.

    However, as we have a regular rotation of cheeses and fruit and vegetables, we cannot guarantee that all products will still be available too far in advance.
    If this is not the case, we will contact you and replace the concerned items with something similar.
    I am allergic / how do I let you know?
    You can leave us a note in the comment section at the bottom of the cart page when you are about to check out.
    Or you can contact us to let us know of your allergy.
    Issue/ complaints
    I have a complaint.
    Please contact us via any of our means of communication, we will try our best to solve the issue.
    • Email: contact@maisonduffour.com
    • WhatsApp: +971509551520
    • Phone call: +971509551520
    How long does the refund process take?
    When we initiate a refund, it usually takes approx. 5/7 working days to reflect on your bank account. Should this take longer, please check with your bank first
    Our returns
    If you receive in your order products that are in their normal state, with no damage or mistake made on our end, we will not be able to offer you a refund or an exchange.

    In the unfortunate event where your received a damaged, spoiled or wrong product, please get in touch with us within the day of your delivery. You can call us, whatsapp us or email us. We will discuss on a case by case basis with you and take the appropriate action.

    To be eligible for a return, your item must have been damaged, or received after the expiry date. It should remain unused. Please make sure to document your claim with a picture. Please also keep with you the original packaging to allow a better tracking on our end..

    To complete your return, please prepare a receipt or proof of purchase.
    Zero waste corner
    What is the Zero Waste Corner?
    The food industry is full of players that waste and throw away big volume of unpurchased items.
    At Maison Duffour, we pride ourselves in being a company that achieves near to zero food waste. We control our stocks and order only the quantities that are needed.

    If we have any products that are near to the expiry, we will offer them to you at a lower price in our Zero waste corner.
    What are your commitments to the environment?
    To discover more about our commitment, please visit our "we care" page, here.