FAQ

GENERAL QUERIES

  1. WHAT IS FAB REWARDS SHOP?

FAB Rewards Shop is an e-shop exclusively for FAB Rewards members of First Abu Dhabi Bank Loyalty Programme stocked with a wide variety of goods. Goods can be redeemed for using FAB Rewards, a combination of FAB Rewards and FAB Credit/ Debit cards.

 

  1. WHO CAN REDEEM FAB REWARDS ON FAB REWARDS SHOP?

All members of FAB Rewards loyalty programme can use their FAB Rewards to redeem in the e-shop as long as they reside in the United Arab Emirates.

 

  1. HOW DO I LOG ONTO MY FAB REWARDS SHOP ACCOUNT?

You can log in on bankfab.com using your username and password. After logging in through Internet or Mobile banking, click on FAB Rewards Shop to access the e-shop.
You will be able to:

• Redeem your FAB Rewards for goods from our e-shop

• Track your orders

• Create a wishlist

• Save your delivery and billing addresses

 

4. HOW DO I USE MY FAB REWARDS ON THE FAB REWARDS SHOP?

 

a. Log onto your FAB Rewards account using your username and password. Select the item(s) you wish to purchase. 

b. For each item, decide how much you would like to pay by card and how much you would like to pay in FAB Rewards. This can be done on both the search results page and on the product details page. (minimum of 5% has to be paid in Rewards).

c. Add the item(s) to your basket and complete your order.  

d. Your FAB Rewards will be debited from your account. If you have opted to pay – using your FAB credit/debit card, the amount will also be debited as soon as you place your order. 

 

  1. CAN I PLACE ORDERS FOR FAMILY MEMBERS OR FRIENDS?

Yes, you can place orders for family members or friends. You can even select a different delivery address when finalising your order, in which case the items you purchase will be sent directly to that address. Please note, however, that the recipient must reside in the United Arab Emirates.

 

  1. CAN I RETURN OR CANCEL GOODS PURCHASED ON FAB REWARDS SHOP IF I CHANGE MY MIND?

Yes, subject to Terms & Conditions, under consumer protection regulations you have 14 days in which to return the goods. Your FAB Rewards will then be recredited to your account, and your FAB credit/ debit card will also be recredited if it was used to pay for the goods. This will be done within 2 weeks. Delivery charges will not, however, be refunded.

 

  1. CAN I EXCHANGE MY UNUSED FAB REWARDS FOR CASH?

No, unused FAB Rewards cannot be partially or fully exchanged for cash or for any other form of payment. 

 

  1. HOW DO I FIND AN ITEM/BRAND ON FAB REWARDS SHOP? 

The "search" function can be accessed from anywhere on FAB Rewards Shop website to search for items/brands. To sort the items/brands by the number of FAB Rewards needed, use the filter on the top left of the page. 

 

  1. HOW DO I REDEEM FAB REWARDS FOR GOODS?

a. Start by browsing through the categories or using the search function to find the item you want. 

b. Take a look at the product description page by clicking on "view details". Here, you will see the various stages you need to complete in order to place the order. 

c. Click on "Add to basket" and complete your order.

d. You will receive an order confirmation email once we have received your order.

 

  1. WHO SHOULD I CONTACT IF I HAVE QUESTIONS REGARDING MY FAB REWARDS ACCOUNT OR MY ORDER ON FAB REWARDS SHOP?

For all general queries regarding your FAB REWARDS account, please contact the FAB contact centre team on 600 52 5500 .

For all queries related to a current order or an item sold on the FAB Rewards Shop -, please contact the appropriate retail partner directly. Their contact details can be found on the order confirmation email and on the product information sheet. 

 

  1. HOW CAN I EARN FAB REWARDS TO SPEND ON THE FAB REWARDS SHOP? 

Click here to find out how to earn FAB Rewards within the framework of the programme.

 

SEARCH FUNCTION

  1. CAN I DISPLAY SEVERAL ITEMS ON THE SAME PAGE?

Once you have searched for items, you can choose how many items are displayed on each page. To view additional items, scroll to the next page by clicking on "next" or by clicking on one of the page numbers displayed at the top and bottom of the page. You can also click on the link next to each item to find out more about that particular product. 

 

  1. CAN I SEARCH FOR ITEMS ACCORDING TO HOW MANY FAB REWARDS THEY ARE WORTH?

You can restrict the search to products that are worth a specific number of FAB Rewards, or you can search by brand name using the filter at the left-hand side of any search results page. 

BASKET

  1. WHAT IS THE BASKET?

Each time you select an item on which you wish to spend your FAB Rewards, the item is added to your basket. You can access the basket at any time by clicking on the basket icon, visible at the top of each page.

When you have finished shopping, you can view the contents of your basket to confirm, update or remove the items you have selected and to update the quantities. You can then proceed to complete your order.

 

  1. HOW DO I COMPLETE MY ORDER?

a. Click on "Checkout" once you have placed all the items you wish to order into your basket.

b. If you are redeeming for the first time, enter your delivery address (must be within the UAE). This address will be then saved for future orders. (Please note that we are unable to deliver to PO boxes)
You may choose the saved address or add a new address should you wish to. Please note that you will not be able to add/ edit email address. the addresses cannot be edited on the portal itself. Should you wish to update your email address, please contact FAB Call Centre on 600 525500. If the address we have in our database is a PO Box, please supply another delivery address as we are unable to deliver to PO boxes.

c. Check your order carefully, and once you are happy everything is correct, click on "Place your Order".

d. Once you have placed your order, a confirmation e-mail will be sent to the e-mail address you have provided.

e. Details of all the orders you place on FAB Rewards Shop can also be found by logging onto your account and going to the "My Orders" section. 

 

  1. CAN I CALL THE FAB CONTACT CENTRE TEAM TO PURCHASE GOODS? 

Unfortunately, agents will not be able to assist you with your purchase. Only you can purchase goods on the FAB Rewards Shop. However, you may call the FAB Contact Centre for any queries on your purchase.  

 

  1. WHY DO YOU NEED MY EMAIL ADDRESS?

Your email address will be used to send you updates about your orders. It will not be used for any other purpose. 

 

  1. WHY DO YOU NEED MY TELEPHONE NUMBER?

Your telephone number may be used to contact you if we have queries about your order or its delivery.

 

  1. IS THERE A DELIVERY CHARGE?

The majority of items are eligible for standard delivery at no additional cost. Please note that we only deliver to addresses in the United Arab Emirates.  

 

SHIPPING

  1. CAN I HAVE DIFFERENT ITEMS SENT TO DIFFERENT ADDRESSES?

No, each completed order can only be shipped to one address.

 

  1. CAN I GET MY ORDER SENT TO A PO BOX?

Unfortunately, we do not deliver to PO boxes. Members who provided a PO Box as their address when registering for the FAB Rewards programme must provide another delivery address when completing their order. 

 

  1. HOW DO I CHANGE THE PAYMENT METHOD USED FOR EACH ITEM?

You can choose how to pay for an item on the product description page - using FAB Rewards and (or) or using the Flexpay option - a combination of your FAB Rewards & FAB Credit/ Debit Card.  

 

  1. HOW DO I UPDATE MY SHIPPING ADDRESS?

Simply update the shipping or delivery address that appears on the order completion page. Please note, however, that any changes made will not be saved for future orders.

 

  1. WILL I HAVE TO SIGN FOR THE DELIVERY?

The delivery details will depend on the type of item you have ordered. You may be asked to sign for the delivery.

 

DELIVERY

  1. HOW LONG DOES STANDARD DELIVERY TAKE?

Your article will be delivered by our partner within a maximum of 14 days. Full details of our suppliers' delivery times can be found on the FAB Rewards Shop website. 

 

  1. HOW DO YOU CALCULATE YOUR DELIVERY TIMES?

We calculate our delivery times based on the date on which the order is completed. Once your order has been shipped, a link will be displayed on the "My orders" page of your FAB Rewards Shop account allowing you to track your parcel. 

 

  1. HOW DO I CANCEL AN ORDER?

All orders are firm once they have been received by FAB Rewards Shop. Consumer protection legislation applies, giving you 14 days to change your mind and return the item.  

 

  1. WILL MY ITEMS ALL BE SHIPPED TOGETHER?

Your items may be shipped separately by each retail partner. Once your order has been shipped, a link will be displayed on the "My orders" page of your FAB Rewards Shop account allowing you to track your parcel(s). 

 

  1. DO YOU OFFER A GIFT WRAP SERVICE?

No, unfortunately we do not currently offer this service.

 

  1. WHAT HAPPENS IF I PROVIDE AN INCORRECT DELIVERY ADDRESS?

Prior to completing your order, please ensure you check all the shipping and delivery details very carefully. If you realise you have made a mistake, contact the appropriate retail partner as soon as possible to see if the address can be changed. If you ask for the parcel to be redelivered, an additional fee may be charged.
FAB Rewards Shop cannot be held liable for the non-delivery of goods as a result of a non-valid or incorrect address supplied by a member.
The retail partner's contact details can be found on the order confirmation email and on the product information sheet.

 

  1. WHAT HAPPENS IF MY GOODS HAVEN'T ARRIVED BY THE ESTIMATED DELIVERY DATE?

Log in to the FAB Mobile App or online banking and click “Shop” from the Rewards menu. 

Click on "My orders" page where you will find all the delivery details relating to your order. You will also find a link allowing you to track your parcel. If your goods fail to arrive, please contact the appropriate retail partner directly. Their contact details can be found on the order confirmation email.

 

  1. WHAT HAPPENS IF I RECEIVE THE WRONG GOODS OR IF AN ITEM IS DAMAGED?

If you receive the wrong goods or if an item is damaged, please contact the appropriate retail partner directly. Their contact details can be found on the order confirmation email. You can also return the item directly to the retail partner. Your FAB Rewards will then be recredited to your account within 2 weeks. Delivery charges will not, however, be refunded. 

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