Shipping Made Easy

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Q?

So exactly what do you deliver?

A.

Pretty much anything. No, seriously! Just type in what you want as a ‘What to bring’. We may need to give you a quick call to double check it with you or to give you a price but where possible we will try our very best to get you anything you need.
Our most regular deliveries are takeaways, particularly from restaurants that don’t deliver (lots of the really delicious ones), groceries, healthcare products and drinks – and we don’t mean soft drinks!

Q?

What hours of the day and days of the week can I use you?

A.

We are available to help you all the week days from Saturday to Friday: 8am to 12am.
Including the holidays.

Q?

Who makes the deliveries?

A.

We have our very own dedicated team of ‘Drivers’ who are out there around you waiting for your orders. We train them at Mirsal academy so they know the quality of service that you and us expect. They are very much part of Mirsal family and are constantly telling us about our customers and what we can do to improve our app and service for them. Feel free to tell them what you think, unless it’s to tell them how delicious your food is as that wouldn’t be fair!

Q?

Hang on, I put my address in and it said you don’t cover my area yet?

A.

We’re really sorry that happened. We will have put you on a waiting list.

Q?

How much will my order cost me?

A.

Well, it all depends on how far we have to go for your order and whether or not we’re partners with the pickup venue. Orders start at 2KD, but if you want to get something delivered to a far areas we’re more than happy to do it, but we’ll have to charge you slightly more. We’re working around the clock to partner with more and more venues, to reduce costs for you where possible.

Q?

How long will my order take to get to me?

A.

Again, this will depend on how far we need to go for you. But we do have Drivers all over Kuwait to make sure we are near as possible to most things. On average an order usually takes around 30 mins to collect, pack properly for transportation and then deliver. If anything delays them then they will drop you a message to let you know – this doesn’t happen very often but occasionally a restaurant may have a backlog of food orders to get through or the Driver may find a unexpected obstruction on his quickest route to you.

Q?

Can I order from more than one place at once?

A.

Yes you can. We will need to charge you a little more for delivery but it works out much cheaper that two separate orders.

Q?

What if I need to change my order or add something?

A.

After you have placed your order you will receive a text from the Driver who has been assigned your order. They will introduce themselves and let you know that they are on their way to get your order. When they have made contact you can ask them to change or add something. Once they have purchased your order I’m afraid you cannot change or add anything.

Q?

What if I receive the wrong items or the food is cold?

A.

Oh no! We hope that never happens. Unfortunately, as we are all only human this might happen occasionally. Just let us know via the Help option on the app, which goes straight to our Customer Service team and they will look into it immediately for you. Depending on the problem this may result in a full or partial refund or fetching any missing items.

Q?

Can I return the order?

A.

If we delivered what you ordered and in the right condition then I’m afraid we cannot accept returns. However, you will have your receipt so you are free to return items as per returns policy of the store we purchased your items from. If in doubt just contact us via the Help option on the app.

Q?

Do you deliver to offices and businesses?

A.

Yes, in fact we love to! Many of our best customers are offices that order in lunch for their staff or ask us to fetch an emergency stationery order or ink cartridge for the printer. We are even asked to pick up and deliver birthday cakes for unsuspecting office colleagues!

Q?

If I did not like the person who delivered to me, how could I complain?

A.

Quality of service is extremely important to us and we take any feedback very seriously. If for any reason you are not happy with the service you received please contact us straightaway so that we can look into it and make sure it doesn’t happen again.

Q?

Can I have something picked up and delivered to someone for me?

A.

Absolutely. This is a very common request and it is why we have the ‘Pick-up’ option on the app. The most usual items we are asked to pick up include keys, parcels, documents and prescription requests. We draw the line though at elephants - as we cannot fit them in the van.

Q?

Do I have to tip?

A.

No, not at all. However, if you think the service you have received is worthy of a tip then your Driver would be most grateful.

Q?

How is the food packaged?

A.

The food is packaged by the individual restaurant, usually in sealed containers, bags or boxes. The Driver then places your food in temperature controlled bags to keep it either hot or cold and in perfect condition. These bags are specifically designed for transporting food.

Q?

What if I am not in when the Driver arrives?

A.

If you think you might not be in when the Driver delivers your order please give a call to your Driver (they will have contacted you already). Depending on the order your Driver may be able to come back a little later, wait a short time or maybe entertain your neighbors with a juggling act.