United Arab Emirates – Retail and Consumer Issues

What are the typical opening hours for shops in the UAE?

The UAE’s retail sector follows a calendar that differs considerably from many other parts of the world. The working week runs from Sunday through Thursday, with the weekend falling on Friday and Saturday — a structure entirely unlike countries where Saturday and Sunday form the weekend. As a result, there are no Sunday trading restrictions comparable to those found in countries such as the UK or Germany; every day of the week is treated as a normal shopping day.

Most grocery stores open early in the morning and remain trading until late at night, with hours typically spanning 8:00 AM to 11:00 PM across much of the country. In cities such as Dubai and Abu Dhabi, round-the-clock grocery stores are easy to come by, particularly in high-footfall locations, tourist districts, and densely populated residential areas.

Supermarkets located within shopping malls generally align their hours with those of the mall, while standalone baqalas — small neighbourhood convenience outlets — frequently stay open 24 hours a day. The baqala is a distinctively UAE institution, functioning much like a corner shop or convenience store and stocking everyday essentials at all hours.

Shopping malls are central to the rhythm of retail life in the UAE. Dubai Mall, for instance, opens its retail doors at 10:00 AM and closes at midnight from Sunday to Wednesday, extending those hours to 1:00 AM from Thursday through Saturday. Restaurants and cafés within malls frequently continue serving guests beyond standard retail closing times.

Ramadan introduces notable shifts in trading hours across the country. During this period, many stores open later in the day and remain open well past midnight — sometimes until 2:00 AM. Supermarkets become particularly busy in the lead-up to Iftar, the evening meal that breaks the fast. Expats should plan their shopping routines accordingly during Ramadan, as foot traffic patterns change significantly. Since the Islamic calendar is lunar, Ramadan falls on different dates each year, so it is always worth confirming current hours directly with stores or through their apps.

On Friday mornings, some shops open later to allow for Jumu’ah prayers. Certain smaller, owner-operated retailers may also close briefly during prayer times on Fridays, although major chains and mall-based stores generally stay open throughout the day.

What forms of payment are typically accepted in the UAE?

The UAE stands among the world’s leading cashless economies. The share of cash in point-of-sale transactions has dropped to just 18%, placing the UAE eighth in global rankings for cashless adoption. That said, physical currency remains widely accepted and is still part of everyday commerce, so there is no pressure to transition entirely to digital payments straight after arriving in the country.

Tapping a card or smartphone to pay has become entirely routine for shoppers across the UAE, with NFC-based contactless payments now the default for in-store purchases. The overwhelming majority of UAE-issued debit and credit cards come with contactless functionality as standard. Both Visa and Mastercard are accepted at virtually all supermarkets, shopping centres, restaurants, and fuel stations.

Mobile payment solutions including Apple Pay, Samsung Pay, and locally developed platforms such as Emirates Digital Wallet and PayBy have gained considerable traction. These services allow users to store payment credentials securely on their devices and complete transactions without needing a physical card or cash. In late 2024, payment processors Adyen, Magnati, and Network International became among the first providers in the UAE to support Apple’s Tap to Pay on iPhone.

The Dubai Cashless Strategy, launched in 2024, aims to bring 90% of the city’s transactions into the digital realm by 2026. As this initiative unfolds, the infrastructure supporting card and digital payments is being extended rapidly, and even small traders and market stall operators increasingly accept card payments via portable POS terminals.

Despite the growing dominance of digital payment methods, cash still accounts for roughly 23% of consumer transactions as of 2024. Cash-on-delivery remains an option for some online orders, even as its usage declines. If you plan to shop at very small independent retailers, traditional souqs, or in more rural areas, having some cash on hand is still a sensible precaution.

Newcomers may be unfamiliar with the Jaywan card scheme — the UAE’s own domestic payment network — which runs alongside the major international networks. Local digital wallets such as Beam and Etisalat Wallet are also in use. While global platforms like Visa, Mastercard, and Google Pay function seamlessly throughout the country, becoming familiar with domestic payment options can be beneficial for those integrating more fully into the local financial ecosystem.

What are the major supermarkets in the UAE, and how do they differ?

The UAE’s grocery retail sector is highly sophisticated, featuring a blend of international hypermarket operators, upmarket food retailers, and more affordable options designed to serve its remarkably varied population.

• Carrefour — Operated in the UAE by Majid Al Futtaim, Carrefour runs both hypermarket and supermarket-format stores with trading hours generally from 8:00 AM to midnight, with certain locations open around the clock. It holds the largest retail footprint of any supermarket chain in the UAE, with branches in virtually every major mall as well as many standalone sites. Prices sit in the mid-range, and the product selection includes an extensive international food aisle. Carrefour operates a customer loyalty programme through its My Club card.
• LuLu Hypermarket — A major regional retailer with comprehensive coverage across all seven emirates, LuLu is well known for competitive pricing — broadly comparable to a large-format Asda or Walmart-style store — and is especially popular for its broad selection of South Asian, Middle Eastern, and Southeast Asian food products. LuLu also carries a substantial range of electronics, clothing, and household goods.
• Spinneys — A long-established premium grocer in the region, Spinneys is frequently compared to upmarket retailers such as Waitrose or Marks & Spencer Food. It focuses on high-quality fresh produce, imported goods, and an extensive international food range, and is found primarily in Dubai and Abu Dhabi.
• Waitrose — The international division of the well-known UK retailer operates an expanding number of UAE outlets, predominantly in Dubai, and occupies the premium end of the grocery market. It is a favourite among shoppers seeking European and internationally branded products.
• Union Coop — A consumer cooperative with most of its stores in Dubai, Union Coop is well regarded for competitive everyday pricing and is particularly popular with UAE nationals and long-established residents. Members are eligible to receive dividends, in a model reminiscent of cooperative retail structures in Scandinavia or Switzerland.
• Géant — A French-origin hypermarket with a notable presence in Dubai and Sharjah, Géant offers mid-range pricing and a broad assortment of general merchandise alongside its grocery range.

The Northern Emirates — Sharjah, Ajman, Ras Al Khaimah, Fujairah, and Umm Al Quwain — are well served by LuLu and Carrefour, though premium options such as Spinneys and Waitrose remain concentrated in Dubai and Abu Dhabi. Expats relocating to the smaller emirates should keep this in mind when planning their regular shopping.

How popular is online shopping in the UAE, and what are the main platforms?

Online shopping has expanded at an extraordinary pace in the UAE and is now firmly woven into daily life. The federal government has actively encouraged this growth through regulatory frameworks, including Federal Decree-Law No. 14 of 2023 on Commerce through Modern Means of Technology (e-commerce), introduced by the Ministry of Economy as part of the UAE’s broader digital transformation agenda, which seeks to strengthen the country’s global commercial profile while protecting the interests of consumers.

The principal online shopping platforms available to UAE residents include:

• Noon.com — The UAE’s own homegrown e-commerce platform, covering electronics, fashion, homeware, and groceries. Noon is widely used, provides same-day and next-day delivery across Dubai and Abu Dhabi, and rewards customers through its Noon VIP loyalty scheme.
• Amazon.ae — Amazon operates a fully localised UAE storefront featuring extensive product listings, Prime membership benefits, and dependable fast delivery across major urban areas.
• Carrefour Online / Carrefour UAE App — Carrefour provides grocery delivery, including same-day time slots, through its dedicated app and website, covering most urban parts of the UAE.
• Talabat Mart / InstaShop — Express-delivery grocery and convenience applications capable of fulfilling orders in under 30 minutes within well-covered urban zones.
• IKEA UAE, H&M Online, Zara UAE — The majority of major international retailers with a UAE physical presence also offer online shopping, frequently including click-and-collect services at their brick-and-mortar branches.

Delivery is generally prompt and dependable within Dubai, Abu Dhabi, and Sharjah. However, coverage can be inconsistent in more outlying parts of the Northern Emirates, and certain smaller platforms may not extend their services to all areas. Always confirm delivery availability for your location at checkout, since the UAE uses a building- and area-based addressing system rather than the postal code formats common in many other countries — tools such as What3words or the UAE’s Makani number system may be needed to precisely identify a delivery location.

For purchases made from overseas websites, note that the UAE applies VAT (value added tax, introduced at 5% in 2018) to imported goods, and customs duties may be levied depending on the product category. Consult the Dubai Customs or Federal Customs Authority websites for up-to-date duty rates before placing orders through international retailers.

Are there shops or products in the UAE catering specifically to expats or international tastes?

Since expatriates make up the overwhelming majority of the UAE’s resident population, the retail market is exceptionally well-supplied with international products. Finding ingredients and goods from virtually any corner of the world is rarely a challenge, especially in Dubai and Abu Dhabi.

Some key areas and retailers worth knowing about:

• Bur Dubai and Deira Souqs (Dubai) — These historic neighbourhoods are home to specialist spice souqs, gold souqs, and a high concentration of South Asian, East African, and Middle Eastern grocery stores. Ingredients that do not appear on mainstream supermarket shelves — including rare spices, dried fruits, lentils, and freshly ground coffee blends — are readily available here, often at very competitive prices.
• Dragon Mart (Dubai) — One of the largest Chinese trading hubs in the world, Dragon Mart sells an enormous range of goods spanning household items, furniture, electronics, and clothing at very affordable prices. The concept is broadly comparable to a large wholesale-retail market.
• Ripe Market (Dubai) — A well-loved farmers’ and artisan market selling organic produce, specialty foods, and handcrafted items from local and international suppliers, held weekly at rotating Dubai venues.
• LuLu Hypermarket — Particularly strong when it comes to South Asian, Southeast Asian, and Middle Eastern food products, including specific regional rice varieties, fresh coconut, specialist pulses, and a wide selection of halal meat.
• Waitrose and Spinneys — The preferred destinations for European and North American branded goods, encompassing specialty cheeses, continental deli selections, organic product lines, and specialist dietary ranges such as gluten-free and vegan options.
• Korean and Japanese grocery stores — A number of specialist Asian food retailers operate in Dubai and Abu Dhabi, particularly in districts such as Karama and Deira, stocking Korean, Japanese, and other East Asian ingredients.

Major international fashion and lifestyle brands including H&M, Zara, Marks & Spencer, IKEA, Apple, Dyson, and numerous luxury European names all maintain UAE stores. The UAE places no restrictions on the import of most food products for personal use, though alcohol is subject to distinct regulations and may only be purchased from retailers holding the appropriate licence.

What are your rights as a consumer in the UAE?

Consumer protection in the UAE is primarily governed by Federal Law No. 15 of 2020, which superseded earlier legislation on the subject and introduced substantially stronger safeguards for buyers. The consumer protection framework exists to shield consumers from unethical and deceptive commercial practices, discouraging sellers from misleading advertising or the supply of substandard products.

Your principal rights as a consumer in the UAE include:

• The right to shop and receive services in a safe and appropriate environment; to receive accurate information about products; to be made aware of your rights and obligations; to select the most suitable product from those available; and to receive fair compensation for losses arising from defective goods or inadequate services.
• Where a defect or risk is identified in a product, suppliers are legally obliged to notify the relevant authority without delay, withdraw the product from sale, and — in cases of a confirmed fault — repair, replace, or refund it at no cost to the consumer.
• Refunds and exchanges are legal entitlements, and retailers are not permitted to refuse these rights or to display notices claiming “No Refunds” or “No Exchange.”
• Retailers are required by law to display the full price of every item clearly before a consumer commits to a purchase.

In practice, return and refund policies differ between retailers depending on the nature of the business. Across much of the market, outright cash refunds are uncommon; most stores instead offer product exchanges or store credit. It is always worth enquiring about a retailer’s returns policy prior to making a purchase, with particular care warranted for electronics, which tend to carry stricter terms.

Unlike EU consumer law, which mandates a statutory minimum two-year warranty on products, warranty periods in the UAE are largely determined by the manufacturer or retailer rather than by a universal statutory requirement. However, providers remain legally obligated to repair, replace, or refund defective items at no charge once a fault is established.

In the e-commerce sphere, Federal Decree-Law No. 14 of 2023 includes consumer protection provisions that safeguard intellectual property rights on goods purchased through digital means and establish requirements for refund and exchange processes in online transactions. Online sellers are required to disclose their return and shipping policies before a payment is processed.

The Ministry of Economy has the authority to impose a range of administrative penalties on providers who breach the Consumer Protection Regime. These may include financial fines, temporary closure for periods of up to 90 days, suspension of business activities, and in serious cases, cancellation of the provider’s operating licence. As of 2024, fines range from AED 100,000 for violations such as failing to provide a warranty, up to AED 1,000,000 for more serious infractions. Always refer to the official Ministry of Economy website to verify current penalties and regulations, as these are subject to periodic revision.

Which organisations protect consumers in the UAE, and how can you contact them?

Consumer protection in the UAE functions at both federal and emirate level, giving residents several channels through which to seek resolution. The key bodies are as follows:

Consumers wishing to lodge a complaint against a retailer may do so via an online form on the Ministry of Economy’s website, by email at [email protected], or by calling the freephone helpline on 600 522 225. In Dubai, the Consumer Rights Unit within the Dubai Economic Department (600 545555) primarily handles complaints relating to unsuitable food but can also be approached regarding faulty products or cases where a warranty has not been honoured.

As an expat resident, your entitlements under UAE consumer law are identical to those of any other resident in the country. Complaints may be submitted online, through a dedicated app, by telephone, or in person at the DED office for your emirate. For more complex disputes, consulting a UAE-licensed legal professional is advisable, as procedures may differ between emirates. Always retain receipts, warranty documentation, and any written communications with the retailer, as these will serve as evidence should a dispute arise.

Frequently asked questions

Is Sunday a day off in the UAE?

Sunday is an ordinary working day in the UAE, not a public holiday. The weekend falls on Friday and Saturday. Shops, malls, and supermarkets operate throughout the entire week, meaning there are no Sunday trading restrictions of the kind found in certain European countries.

Do I need cash to shop in the UAE?

Tapping a card or mobile device to pay has become the norm for in-store purchases across the UAE, and digital payments are deeply ingrained in daily shopping habits. Nevertheless, cash is accepted everywhere and remains practical for smaller independent stores, souqs, and taxis, so it is wise to keep some AED on hand — particularly when venturing outside the main urban centres.

Can I get a refund if I change my mind about a purchase?

Return and refund policies differ from one retailer to the next. Outright cash refunds are relatively uncommon, with most stores offering an exchange or store credit as an alternative. It is advisable to ask about the returns policy before completing a purchase, especially for electronics or high-value items. Your receipt will be required for any return or exchange.

What should I do if a retailer refuses to honour a warranty?

UAE law obliges providers to repair, replace, or refund a defective product at no cost to the consumer once a fault is confirmed. If a retailer declines to comply, you can submit a complaint to the DED in your emirate or call the Ministry of Economy’s consumer helpline on 800 1222. Keep all proof of purchase and any written exchanges with the retailer as supporting evidence.

Are there any products I should know are restricted or regulated for sale in the UAE?

Alcohol may only be bought from retailers holding a valid licence, and its possession outside licensed venues is governed by specific regulations. Some medications that are available over the counter in other countries require a prescription in the UAE. Pork products are stocked in clearly marked dedicated sections of larger supermarkets but are not carried by all stores. For the most current information on restricted goods, consult the UAE government portal (u.ae).

How does VAT affect shopping in the UAE?

The UAE introduced a 5% Value Added Tax in January 2018, applicable to most retail goods and services. This rate is substantially lower than the VAT applied in most European countries, which typically falls between 20% and 25%. Prices on shelves and menus should reflect VAT already included, but it is worth confirming whether quoted prices are tax-inclusive or exclusive, particularly in business-to-business transactions.

Is online shopping reliable in the UAE?

E-commerce is mature and generally highly dependable across the UAE’s major urban areas, with same-day and next-day delivery routinely available from platforms including Noon, Amazon.ae, and Carrefour Online. Service levels can be more variable in outlying parts of the Northern Emirates. Bear in mind that the UAE does not use conventional postal codes; providing your building name, floor number, apartment number, or Makani number will help delivery drivers locate your address without difficulty.

Can I find international food products easily in the UAE?

Absolutely. Owing to the UAE’s extraordinarily diverse resident population, supermarkets and specialist food retailers carry a remarkably comprehensive range of international products. South Asian, East Asian, Middle Eastern, European, and North American foods are all readily accessible. Spinneys, Waitrose, and Carrefour are especially well stocked with imported items. For more unusual or specialist ingredients, neighbourhoods such as Bur Dubai and Deira, as well as Dragon Mart in Dubai, are outstanding destinations.