Frequently Asked Questions

Q: HOW DO I RESET MY PASSWORD?

To reset your password, just click ‘Sign In/Register. Click ‘Reset Password’ and enter your email address. You will receive reset password link in your email. You will be prompted to create a new password. Once successful, you will be automatically signed in to your account.

If you are currently logged-in to your account and you wish to reset your password. You can do so by going to ‘My Profile’ and click ‘Reset Password’ option. You will be prompted to enter your existing password for you to be able to create a new password.

Q: WHY DO I NEED TO VALIDATE MY EMAIL ID?

You need to verify your email ID to ensure you are able to receive important order updates, notifications, new campaigns and promotions.

Q: HOW TO REGISTER WITH ASTER SECURE?

By signing up with Aster Online, you will be privileged to be automatically enrolled as member of Aster’s Rewards program ‘Aster Secure’ and you will be earning 4X points for every transaction with Aster Online.

Q: HOW CAN I SIGN-IN WITH FACEBOOK OR GOOGLE?

Just click ‘Sign in with Facebook’ or ‘Sign in with Google’ you will be redirected to access your Facebook or Google Account. After successful validation of the account, a registration page will open for you to complete your registration. Once completed, you will be automatically logged-in to your account.

Q: WHAT IS FORGOT EMAIL?

In case you have forgotten the email ID used to access Aster Online, you will have an option to retrieve your account using your registered mobile number. Masked Email ID will be provided to you after verifying your registered mobile number and you may reset your password.

Q: HOW TO CHANGE MY REGISTERED MOBILE NUMBER?

Tap ‘My Profile’ and hit ‘Edit’ button. Enter the new mobile number. A verification code will be sent to the new number. Enter the verification code, then tap Verify.

Note: Change or edit mobile number may not be successful due to:

  • New mobile number exists in another account in Aster Online
  • New mobile number exists in another account in Aster Secure
Q: HOW TO CHANGE MY REGISTERED EMAIL ID?

Tap ‘My Profile’ and hit ‘Edit’ button. Enter the new email ID. A verification link will be sent out to your new email to validate. Once verified, you may log-in using the new email ID. You should logout and login again to start browsing.

Note: Change or edit email ID may not be successful due to:

  • New email ID exists in another account in Aster Online
  • New email ID exists in another account in Aster Secure
Q: HOW TO RETRIEVE MY ACCOUNT?

Tap ‘Retrieve Account using Mobile No’ and enter your registered mobile number with Aster Online or Aster Secure. Hit ‘Verify Mobile Number’, enter OTP sent to your mobile number.

If you are a migrated Aster Online user, you will be prompted to reset your password instead and masked Email ID will be provided to you after you have verified your mobile number. You will be prompted to reset your password instead.

If you are not yet a migrated Aster Online user and you have an existing Aster Secure account, you just need to verify your mobile number and all relevant information will be fetched from Aster Secure for you to complete your registration with Aster Online.

Q: WHICH AREAS ASTER DOES ONLINE DELIVERY COVER?

Deliveries will be available in the UAE by our Aster Online In-House delivery team or by our partnered courier.

Q: CAN MY ORDER BE DELIVERED INTERNATIONALLY?

Currently, we do not ship our Products internationally; but we have pharmacy stores available in Jordan, Qatar, Bahrain and Oman.

Q: WHO CAN ACCEPT THE DELIVERY?

You will be asked to sign for acceptance of the Products which will confirm that the Products are correct and have been received in good condition. If you are not at the delivery address, we will assume that any adults that are present at the delivery address are authorized by you to take delivery of the Products that you have ordered.

Q: IS IT POSSIBLE TO SCHEDULE MY DELIVERY DATE & TIME?

During checkout, you may select a delivery timeslot when you will be available to receive the shipment. However, request for delivery date is not yet possible.

Note: You may choose delivery timeslot as per below:

  • 07:00 – 22:00 (any time throughout the day)
  • 07:00 – 12:00 (morning)
  • 12:00 – 17:00 (afternoon)
  • 17:00 – 22:00 (evening)
Q: WILL I NEED AN ID TO ACCEPT DELIVERY?

For payments made online, the recipient needs to present valid UAE ID to receive the order.

Q: WHAT WILL HAPPEN IF I MISSED THE DELIVERY?

If there is no one at the delivery address, we shall leave a notification card and delivery can be rescheduled for timings or location by contacting us at our Helpline 800 700 600 or Whatsapp +971552515577. We will reattempt the delivery 3X only after which we will cancel your order in accordance to our delivery policy.

Q: WILL I RECEIVE MY PRODUCTS ALTOGETHER?

While we aim to ship all Products in your order together, this may not always be possible due to product characteristics or availability. We shall contact you if there is a partial delivery or you will receive an SMS or email for partial shipment.

Q: HOW MUCH IS THE SHIPPING COST?

Free shipping applies for orders with more than AED 69 value. There is a charge of AED 10 for total order value below AED 69.

Q: HOW DO I MAKE A PURCHASE?

Browse thousands of products in Aster Online via the popular categories or using the search bar, go to the products that you like, add to cart then proceed to checkout. If you couldn’t find what you are looking for reach us via our toll free number 800 700 600 or Whatsapp +971552515577. You can also email us at info@asteronline.com.

Q: IS THERE A MINIMUM ORDER?

There is no minimum order required for shopping via asteronline.com.

Q: HOW CAN I REORDER A PRODUCT?

Log-in to your account and go to My Orders, Click Reorder on Order or Products that you wish to purchase again. These products will be automatically added to your cart page and you may continue shopping or proceed to checkout.

Q: HOW CAN I CANCEL MY ORDER?

Cancellations of order is permitted at any time before shipment. Log-in to your account and go to ‘My Orders’. Click ‘Cancel' and state the reason for cancellation as mentioned in the dropdown. In case of prepayment, the refund will be processed automatically back to the account used in placing the order.

Q: CAN I AMEND THE PRODUCTS IN MY EXISTING ORDER?

If you wish to remove products from your existing order, you can make this amendment by signing in, going to your ‘My Orders’ section and request for cancellation of your order line. However, adding products to your existing order is not applicable. You may place a new order instead.

Q: HOW CAN I PAY FOR MY ORDER?

We currently accept payments online by supplying your credit/debit card details OR by paying cash/card on delivery, vouchers or Aster Secure points. You may also use combination payment with below multiple options:

  • Aster Secure point + Cash/Card on delivery
  • Aster Secure points + Online payment
  • Voucher + Aster Secure points
  • Voucher + Online payment
  • Voucher + Cash/Card on delivery
Q: CAN I PLACE AN ORDER VIA TELEPHONE?

You can order quickly and easily by calling our toll free Helpline number 800 700 600 and our customer care executives or pharmacists will be more than happy to assist you in placing your order. Our telephone order service is available from 6 am until 12 midnight.

Q: WHAT IS THE RETURN POLICY?

Return or Exchange will be accepted within 72 hours of online purchase. Products to be returned must be in their original packaging along with the original price tags, labels and invoices. Please note that the conditions for requesting return/refund depends on the type of product. Products such as hosieries, socks, earrings, temperature-sensitive items are prohibited for returns/refund. Please note that requests that do not meet Aster Online Return and Refund Policy are not eligible for return/refund.

Q: HOW CAN I INITIATE A RETURN?

You can manage your orders by signing into your account, going to your ‘My Orders’ section, and selecting the reason for return and selecting pick-up slot. You will receive a return request ID that you can use as a reference for the return transaction. You will receive a call from our customer service executive to understand the reason and eligibility for return.

Q: CAN I RETURN MY PRODUCT IN STORE?

If you are not satisfied with any of the products delivered, return is easy and hassle-free. No need to go to our retail store, our In-House Delivery Team will pick up your return. All purchases made online can be returned only to Online Store.

Q: HOW CAN I GET A REFUND FOR MY CANCELLED ORDER?

A refund will be automatically initiated when your order is:

  • Cancelled by the seller or Aster Online
  • You have initiated the cancellation through ‘My Orders’ section
  • You have initiated the cancellation through our Helpline executives
  • Automatically cancelled by the system due to system failure

You will be notified through SMS or email once the refund is completed. For Credit/Debit card payments will be refunded to the respective card and may take up to 15 business days depending on the bank. For Aster Secure, your points will be reversed back to your account within 24 hours.

Q: DO YOU SELL PRESCRIPTION MEDICINES ONLINE?

Prescription medicines are home delivered using the Upload Prescription feature of Aster Online. Simply upload your prescription, claim form, Emirates ID and insurance card and our licensed pharmacist will review and process it. We’ll take approval from your insurer and once approved we’ll deliver your medicine at your doorstep.

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