FREQUENTLY ASKED QUESTIONS
Fresh Food Market (FFM) is part of the renowned and long-established Al Mansour Holding Group. As a business entity, serving customers is at the heart of everything we do. We are a large organization, touching millions of people's lives every day. This scale allows us to make a positive difference to some of the biggest challenges facing the country. As the founders, the highly acclaimed supermarket chains – Metro and Kheir Zaman, we significantly contributed to developing the concept of food retailing in Egypt, but now we are taking it to another level!
With Fresh Food Market you can order a wide range of products, from fresh fruits to birthday candles. Product lines include: fruits & vegetables, dairy & eggs, bakery, soft drinks & juices, candies & snacks, beauty & hygiene products, meat & fish, cans & jars, baby care products, household care products, pasta and rice, coffee and tea, herbs, pet care and healthy and organic products.
Make sure there are no spelling mistakes in your search words. If the product is unavailable, there are two easy ways to suggest to us to add it. You can either visit the side menu and tap suggest a product option or suggest the product via the no results search screen. We will do our best to include it in the application as of the earliest.
You can choose from the following payment methods as per technical availability:
- Credit card reader on delivery
- Cash on delivery
- Online payment via the app. We accept payments online using Visa, MasterCard and AMEX credit/debit card.
If you make a payment for our products or services on our website or application, the details you are asked to submit will be provided directly to our payment gateway via a secured connection.
The User can select which payment method is preferred. The payment methods available are displayed for selection when the order is finalized. If for any reason the online payment transaction is declined, Fresh Food Market is entitled to offer the User cash on delivery payment option or credit card reader on delivery where available.
Fresh Food Market does not charge its user at the time of the order being placed. The user is charged once the order is completed (out for delivery) i.e. after substitution, or taking into account any price discrepancies; hence, the amount charged is equivalent to the value of the products delivered. In any case, if you are charged incorrectly, you may contact us. Fresh Food Market will initiate the refund immediately.
Your feedback is crucial for us, as our goal is to provide you with the best possible service. You can send us any feedback, ideas or questions you might have through the contact us form in the side menu of the website. Feedback regarding specific orders can also be made through the review functionality. Once an order is completed, you’ll be prompt to review two main criteria: (i) product accuracy and (ii) delivery speed.
We currently operate in New Cairo, October, and Alexandria. You may refer to our website in order to browse through the locations where the service is available.
Send us a location request through the website from the area selection screen. Fresh Food Market will update you once the service is available in the requested area.
Our minimum order is 200 LE.
No, Our delivery times from 9 am till 12:00 am.
Yes, there is no limit to the number of delivery addresses you can add.
At Fresh Food Market we do our utmost to deliver within the promised time. When you submit an order, you will see a confirmation screen displaying the estimated delivery time.
At Fresh Food Market we strive to offer you the best service, from product accuracy to timely delivery. Our goal is to fulfill all of your orders perfectly. Unfortunately given the nature of the business and our reliance on an unpredictable value chain that is beyond our control, some items may actually be out of stock. To handle the complex dynamics, we have developed a substitution system for you to be able to choose the substitute products yourself and minimize unpleasant surprises at your doorstep. After your order is assigned from the delivery personnel and if it falls under substitution mode, you will receive a notification initiating the substitution procedure. From this moment on you will have a limited amount of time to review the substitutes and make your choice? The shop will receive the updated order and initiate the gathering of the products. Please take into consideration that the overall price will also be updated accordingly. In case you do not respond to the substitution request, we will make a reasonable effort to contact you before dispatching the order to agree on substitutes. In the case that we are unable to reach you that product may be removed from the order and its price will be deducted from the overall amount.
At Fresh Food Market we do our utmost to deliver within the promised time. However, a delay may occur due to a high influx of orders or other unforeseen circumstances. In such cases, Fresh Food Market will notify you via a push notification or a phone call from our customer support executive who will inform you about the status of your order.
If no one is at home during the agreed delivery time, we will do our best to contact you and reschedule the delivery at another preferred time. If we are unable to reach you, your order will be canceled.
Yes, to view the status of your order, enter the order status screen.
Instant orders cannot be modified from the website once they are placed. In case you want to modify it, you can contact our customer service team via message or call the shop directly. However, a scheduled order can be modified. In order to do so click on ‘my orders’ from the side menu and edit your order.
When an order is already placed, changing the delivery details is not possible. In the event that you have made a mistake and the address stated is not correct, you can contact our customer service team via message or email at email@example.com.
Yes, simply go to the order history, tap on the order you’d like to repeat and choose reorder/view, from there you will be able to add all items to the cart, edit the order as you wish and submit it.
Favorites are products you frequently order, categorized and easily accessible, enabling you to re-order them in just a few clicks.
Cancellation & refund policy
- You can cancel your order within the first 5 minutes after the order being placed
- Within 3 minutes after substitution request
- In any other cases, please contact Fresh Food Market at firstname.lastname@example.org.
We highly advise you to review the items upon receiving them at the door. However, if for any reason you were unable to review the products at the time of delivery and a certain product is incorrect or damaged, please contact us for a replacement or refund. Fresh Food Market will initiate the required action immediately; given that, the issue is reported within 24 hours.