[{"category_id":"1","name":"Accounts Management","description":null,"sort_order":"0","store_id":"0","status":"1","icon_image":"Help_Support-01_2.svg","faq_items":[{"faq_id":"3","category_id":"1","question":"How do I create an Account?","answer":"<p>Start shopping for your favorite groceries today! Create an Account <a title=\"Sign Up\" href=\"https:\/\/mcprod.spinneyslebanon.com\/customer\/account\/create\">here <\/a>or sign up with your Facebook or Google account.<\/p>","sort_order":"0","status":"1"},{"faq_id":"4","category_id":"1","question":"Where do I manage my account?","answer":"<p>In order to manage your account, please follow the below steps:<\/p>\r\n<ol>\r\n<li>Sign in to Spinneyslebanon.com using your credentials.<\/li>\r\n<li>Click on the <a href=\"https:\/\/mcprod.spinneyslebanon.com\/customer\/account\">MY ACCOUNT<\/a> at the top right of the page.<\/li>\r\n<\/ol>\r\n<p>Here is a list of items that you can manage under 'My Account' :<\/p>\r\n<ul style=\"list-style-type: circle;\">\r\n<li>\"My Orders\"- To manage your past and present orders<\/li>\r\n<li>\"Favorites &amp; Lists\"- To manage your favorite items and Lists created<\/li>\r\n<li>\"Personal Details\"- To manage your personal account information<\/li>\r\n<li>\"Addresses\"- To manage your delivery &amp; billing addresses<\/li>\r\n<li>\"Payment Cards\"- To manage your payment card details<\/li>\r\n<li>\"Spinneys Rewards\"- To link to your reward card to your account and view your the point you accumulated<\/li>\r\n<li>\"Newsletter\"- To select your preferences.<\/li>\r\n<li>\"Saved Recipes\"- To manage yout favorite recipes<\/li>\r\n<li>\"Gift Cards\" - To redeem your gift card and check your balance<\/li>\r\n<\/ul>","sort_order":"0","status":"1"},{"faq_id":"5","category_id":"1","question":"I forgot my password or email","answer":"<p>If you've forgotten your password, please follow the below steps:<\/p>\r\n<ol>\r\n<li>Visit Spinneyslebanon.com and click on the <a href=\"https:\/\/mcprod.spinneyslebanon.com\/customer\/account\/login\">Sign in<\/a>\/<a href=\"https:\/\/mcprod.spinneyslebanon.com\/customer\/account\/create\">Register <\/a>button at the top right of the screen<\/li>\r\n<li>You'll now see a <a href=\"https:\/\/mcprod.spinneyslebanon.com\/customer\/account\/forgotpassword\/\">Rest your password<\/a>? option.<\/li>\r\n<li>Click the link and follow the instructions<\/li>\r\n<li>You'll be sent a password reset email. It may take up to an hour to receive this email and remember to check your junk and spam folders.<\/li>\r\n<\/ol>\r\n<p><br>If you have forgotten your email address ID, follow the below steps:<br>Please contact our Online Customer Care team whose contact details can be found on our <a href=\"https:\/\/mcprod.spinneyslebanon.com\/contact\/\">Contact Us<\/a> page. After a few questions, we should be able to identify you and see if an email address is registered with us.<\/p>","sort_order":"0","status":"1"},{"faq_id":"6","category_id":"1","question":"Update address or personal details","answer":"<p>Visit '<a href=\"https:\/\/mcprod.spinneyslebanon.com\/customer\/account\/\">My Account<\/a>' page to add, edit or delete a delivery address under \"Addresses\" or visit 'Personal Details' to update your details.<\/p>","sort_order":"0","status":"1"},{"faq_id":"7","category_id":"1","question":"Manage my Payment card details","answer":"<p>Add, remove or edit your card details by visiting 'Payment Cards' under <a href=\"https:\/\/mcprod.spinneyslebanon.com\/customer\/account\/\">My Account<\/a>.<\/p>","sort_order":"0","status":"1"},{"faq_id":"8","category_id":"1","question":"Manage Favorites & lists","answer":"<p>You can manage your <a href=\"https:\/\/mcprod.spinneyslebanon.com\/wishlist\/\">Favorite Items &amp; Lists<\/a> by visiting 'My Account' or on the homepage in the top right corner.<br>Remember you mark as many items as you like as favorites and create unlimited number of lists to ease your shopping experience!<\/p>","sort_order":"0","status":"1"},{"faq_id":"9","category_id":"1","question":"I'm having problems logging into my account","answer":"<p>We are sorry to hear that. Try Clearing your browser cookies and logging in again. If the problem persist, please contact online customer care whose contact details can be found on our <a href=\"https:\/\/mcprod.spinneyslebanon.com\/contact\/\">Contact Us<\/a> page and they will help you solve the problem.<\/p>","sort_order":"0","status":"1"},{"faq_id":"10","category_id":"1","question":"How to Change my Password?","answer":"<p>To change your password, please follow the below steps:<\/p>\r\n<ol>\r\n<li>Sign in to Spinneyslebanon.com using your current password.<\/li>\r\n<li>Click on the <a href=\"https:\/\/mcprod.spinneyslebanon.com\/customer\/account\/\">MY ACCOUNT<\/a> at the top right of the page.<\/li>\r\n<li>Under \"Personal details\", click Change Password.<\/li>\r\n<li>Follow the instructions on this page.<\/li>\r\n<li>Finally click on the Save button at the bottom of the page.<\/li>\r\n<li>Your new password will be saved.<\/li>\r\n<\/ol>","sort_order":"0","status":"1"},{"faq_id":"11","category_id":"1","question":"Deactivate or Close Account","answer":"<p>We are sorry to see you go! In order to deactivate or close your account please follow the below steps:<\/p>\r\n<ol>\r\n<li>Sign in to Spinneyslebanon.com using your current password.<\/li>\r\n<li>Click on the <a href=\"https:\/\/mcprod.spinneyslebanon.com\/customer\/account\/\">MY ACCOUNT<\/a> at the top right of the page.<\/li>\r\n<li>Under \"Personal details\", click Deactivate\/Close Account.<\/li>\r\n<li>Follow the instructions on this page.<\/li>\r\n<\/ol>","sort_order":"0","status":"1"},{"faq_id":"125","category_id":"1","question":"What email addresses do we use?","answer":"<p>For orders, we use the below email addresss: orders@spinneyslebanon.com<\/p>\r\n<p>For support, we use the below email address: support@spinneyslebanon.com<\/p>\r\n<p>Please discracrd any emails with a differest address. Also note that we&nbsp;will never ask you for your password in an email or send you a password as an attachment.<\/p>","sort_order":"0","status":"1"}]},{"category_id":"2","name":"Grocery Orders ","description":null,"sort_order":"0","store_id":"0","status":"1","icon_image":"Help_Support-02.svg","faq_items":[{"faq_id":"12","category_id":"2","question":"Can I choose a time and day for my groceries delivery?","answer":"<p>Sure you can. You can choose a time slot which suits you for the delivery of your order from any of the available slots listed.<br>You can book your delivery slot up to 30&nbsp;days in advance.&nbsp;<\/p>","sort_order":"0","status":"1"},{"faq_id":"13","category_id":"2","question":"Is there a minimum order spend?","answer":"<p>Yes, the minimum order value is 10$ .<br><br><\/p>","sort_order":"0","status":"1"},{"faq_id":"14","category_id":"2","question":"How do I reorder a cancelled online grocery order?","answer":"<p>If you visit \"<a href=\"https:\/\/mcprod.spinneyslebanon.com\/sales\/order\/history\">My Orders<\/a>\" page, you will find all orders placed whether Under process, Completed, or canceled and you will be able to re-order.<\/p>","sort_order":"0","status":"1"},{"faq_id":"15","category_id":"2","question":"Will I receive confirmation or be notified when my order has been cancelled? ","answer":"<p>If for any reason your order has been canceled, you will receive an email confirming the cancelation of the order and in some cases we will contact you by phone to inform you.<\/p>","sort_order":"0","status":"1"},{"faq_id":"16","category_id":"2","question":"Groceries to your business","answer":"<p>We deliver to both residential and business addresses<\/p>","sort_order":"0","status":"1"},{"faq_id":"17","category_id":"2","question":"Can I place a new online order using a previous order?","answer":"<p>Yes it is possible. Go to '<a href=\"https:\/\/mcprod.spinneyslebanon.com\/customer\/account\/\">My Account<\/a>' Page and click on '<a href=\"https:\/\/mcprod.spinneyslebanon.com\/sales\/order\/history\">My Orders<\/a>' and look for your previous order which you would like to place again and click Reorder. You will be able to edit your order before proceeding with the checkout process. A \"Reorder\" Button is always available on the home page on the top right corner for your convenience.<\/p>","sort_order":"0","status":"1"},{"faq_id":"18","category_id":"2","question":"How do I cancel my order?","answer":"<p>You can cancel your order after it was placed only if it hasn't been processed. To check the status of your order, please visit '<a href=\"https:\/\/mcprod.spinneyslebanon.com\/customer\/account\/\">My Account<\/a>\" page and click on '<a href=\"https:\/\/mcprod.spinneyslebanon.com\/sales\/order\/history\">My Orders<\/a>' and look for your order status.<\/p>\r\n<p>Status Examples:<\/p>\r\n<p>Order Received -&gt; <strong>You can cancel your order<\/strong><br>Order Under Preparation -&gt; You can not cancel your order<br>Order Processed -&gt; You can not cancel your order<br>Order Delivered -&gt; You can not cancel your order<\/p>","sort_order":"0","status":"1"},{"faq_id":"19","category_id":"2","question":"How can I reschedule my order?","answer":"<p>You need <a href=\"https:\/\/mcprod.spinneyslebanon.com\/contact\/\">contact us<\/a> in order to reschedule your order<\/p>","sort_order":"0","status":"1"},{"faq_id":"20","category_id":"2","question":"How do I choose a delivery time & Date","answer":"<p>You can reserve your slot before you start your online shopping or after you fill up your cart by clicking '<a href=\"https:\/\/mcprod.spinneyslebanon.com\/checkout\/\">Schedule a Delivery<\/a>' at the top right corner or at checkout.<br>However, you must checkout within 2 hours in order to keep the slot reserved for you.<\/p>","sort_order":"0","status":"1"},{"faq_id":"21","category_id":"2","question":"I've got a missing Item, what do I do?","answer":"<p>We're sorry to hear this happened. Please contact our Online Customer Care team to report the missing item. Our contact details can be found on our <a href=\"https:\/\/mcprod.spinneyslebanon.com\/contact\/\">Contact Us <\/a>page.<\/p>","sort_order":"0","status":"1"},{"faq_id":"22","category_id":"2","question":"How do I know when my grocery order is complete?","answer":"<p>We will email you once your order is delivered. You may also opt-in to our SMS Service to receive updates when your order is delivered to your address. If you are using our Mobile App, we will be sending you a notification on the different stages of your order. Another option is to visit '<a href=\"https:\/\/mcprod.spinneyslebanon.com\/customer\/account\/\">My Account<\/a>\" page and click on '<a href=\"https:\/\/mcprod.spinneyslebanon.com\/sales\/order\/history\">My Orders<\/a>' and look for your order status.<\/p>","sort_order":"0","status":"1"},{"faq_id":"23","category_id":"2","question":"What will happen if something I order goes out of stock before my grocery delivery?","answer":"<p>At the checkout process we give you three options to choose from if any item is not available or out of stock, below are the options to choose from:<\/p>\r\n<p>-Call for substitution<br>-Equivalent substitution and no call<br>-No substitution and no call<\/p>","sort_order":"0","status":"1"},{"faq_id":"24","category_id":"2","question":"Can I save my grocery order and come back later to finish it?","answer":"<p>The added items in your cart will not be cleared if you Log Out of your account, so you could continue shopping anytime by signing in again.<\/p>\r\n<p>Please note that if you clear yout browsing data from your browser than the items in your cart will no longer be available.<\/p>","sort_order":"0","status":"1"}]},{"category_id":"3","name":"Products & Pricing","description":null,"sort_order":"0","store_id":"0","status":"1","icon_image":"Help_Support-03.svg","faq_items":[{"faq_id":"25","category_id":"3","question":"How accurate are the descriptions of products online?","answer":"<p>We do our best to provide you with the most accurate information related to any product displayed on our website but we make&nbsp;no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Thus, the information contained in this website is for general information purposes only.<\/p>\r\n<p>It is highly recommended that customers read labels, warnings, directions and other information provided with the product before using or consuming it; any reliance they place solely on the information presented on the website is therefore strictly at their own risk.<\/p>\r\n<p>Please visit our <a href=\"https:\/\/mcprod.spinneyslebanon.com\/product-disclaimer\">Product Disclaimer<\/a> Page for more details<\/p>","sort_order":"0","status":"1"},{"faq_id":"26","category_id":"3","question":"Are the prices on the website the same as in-store prices?","answer":"<p>Yes the prices online are the same as the prices from our Hazmieh and Elissar branch from where we currently dispatch your order from. In-store Promotions &amp; Offers are not always applicable online as in-store.<\/p>","sort_order":"0","status":"1"},{"faq_id":"27","category_id":"3","question":"An item I want is in store, why can't I get it online?","answer":"<p>Not all of our stores take part in our online delivery service. Each store has its own range tailored to its size and customer base, so sometimes products are available in your local store but not in the store which delivers your online shopping.<\/p>\r\n<p>Why not let us know if you'd like something added to the online shop and we'll put in a product request for you. <a href=\"https:\/\/mcprod.spinneyslebanon.com\/contact\/\">Click here<\/a> to suggest a new product<\/p>","sort_order":"0","status":"1"},{"faq_id":"28","category_id":"3","question":"How do I report a product quality issue to you?","answer":"<p>We do our best to ensure our products are to the highest standard. If you feel there is a problem with the quality of the product then you may report in under the product detail page under \"Report An Issue'. Alternatively, if you wish to contact our Customer Care team please visit our <a href=\"https:\/\/mcprod.spinneyslebanon.com\/contact\/\">Contact Us<\/a> Page.<\/p>","sort_order":"0","status":"1"},{"faq_id":"29","category_id":"3","question":"How do I find out if you have a product in stock?","answer":"<p>If the product is out of stock, we will have a clear sign\/ribbon on the product image informing you that it is out of stock and you won't be able to add the item to your cart. In some cases, you might order an item and it could go out of stock by the time we are fulfilling your order in that case we will substitute it with another product, call you with alternative options or not replace it depending on the option you choose at checkout.<\/p>","sort_order":"0","status":"1"},{"faq_id":"30","category_id":"3","question":"Where can I find out about products suitable for vegetarians and vegans?","answer":"<p>Visit the '<a href=\"https:\/\/mcprod.spinneyslebanon.com\/healthy-living.html\">Healthy Living<\/a>' section of our website where you can shop by Lifestyle, Diets and Values.<\/p>","sort_order":"0","status":"1"},{"faq_id":"31","category_id":"3","question":"Is VAT (Value-Added Tax) Included in the Price","answer":"<p>Yes, VAT (Value-Added Tax) is incroparted in the price. In Lebanon, the sales tax rate is a tax charged to consumers based on the purchase price of certain goods and services. The standard VAT rate in Lebanon is 11%.<\/p>","sort_order":"0","status":"1"}]},{"category_id":"4","name":"Mobile App","description":null,"sort_order":"0","store_id":"0","status":"1","icon_image":"Help_Support-04.svg","faq_items":[{"faq_id":"32","category_id":"4","question":"General Features","answer":"<p>You can now do your groceries shopping wherever and whenever it suits you with the Spinneys' app. A wide selection of 10,000+ products in your pocket ready to be delivered to your door at your chosen date and time.<\/p>\r\n<p>Here are some of the app features:<\/p>\r\n<p>Browse or search for food, drink, and household products<br>Create a new order or edit an existing one<br>Shop your favorite Items or Lists<br>Browse our curated categories from Healthy Living, Cellar or Petfection<br>Link your Loyalty card and collect rewards points whilst you shop<br>Get all our best offers and deals<\/p>\r\n<p><br>Learn more or download our app <a href=\"https:\/\/www.spinneyslebanon.com\/mobile-app-landing\"><strong>here<\/strong><\/a><\/p>","sort_order":"0","status":"1"},{"faq_id":"33","category_id":"4","question":"Is the app free to download?","answer":"<p>Yes, downloading the app is free of charge.&nbsp;<\/p>","sort_order":"0","status":"1"},{"faq_id":"34","category_id":"4","question":"What account do I use to sign in on the app?","answer":"<p>Please login to the app with the same details as your Spinneyslebanon.com account. Your account is shared across Spinneyslebanon.com and the app - so any shopping done on the website will be reflected on the app - and vice versa along with your favorite items, Lists and history.<\/p>","sort_order":"0","status":"1"},{"faq_id":"35","category_id":"4","question":"I don\u2019t have a Spinneyslebanon.com account. Can I still shop on the app?","answer":"<p>You can search and browse for products without an account. However, adding items to the cart, managing favorites &amp; Lists , and checking out all require a Spinneyslebanon.com account. <br>You can either <a href=\"https:\/\/mcprod.spinneyslebanon.com\/customer\/account\/create\/\">sign up<\/a> on here or tap \u2018Create an Account\u2019 within the app.<\/p>","sort_order":"0","status":"1"},{"faq_id":"36","category_id":"4","question":"What Apple devices can I use the app on?","answer":"<p>iPhone &amp; iPad<\/p>","sort_order":"0","status":"1"},{"faq_id":"37","category_id":"4","question":"Can I use the app on my iPad?","answer":"<p>Yes, our website is fully responsive.<\/p>","sort_order":"0","status":"1"},{"faq_id":"38","category_id":"4","question":"Will my app update if I add items on the website?","answer":"<p>Your Cart is synchronized across the app and the Website - any products you add on the app will update on the website after a few seconds, and vice versa.<\/p>","sort_order":"0","status":"1"},{"faq_id":"39","category_id":"4","question":"Can I shop from a previous order?","answer":"<p>Yes, you shop from previous orders by clicking on the home Tab and selection Reorder or from the account Tab under My Orders.<\/p>","sort_order":"0","status":"1"},{"faq_id":"40","category_id":"4","question":"I don't have an  internet connection. Can I still shop on the app?","answer":"<p>Most of the app requires an internet connection to use. To get the full experience, it is recommended that you are connect to the internet.<\/p>","sort_order":"0","status":"1"},{"faq_id":"41","category_id":"4","question":"Which IOS Version is compatible with the App?","answer":"<p>IOS 11 and Above<\/p>","sort_order":"0","status":"1"},{"faq_id":"42","category_id":"4","question":"Which Android Version is compatible with the App?","answer":"<p>4.4 (KitKat) and Above<\/p>","sort_order":"0","status":"1"},{"faq_id":"119","category_id":"4","question":"Does my shopping cart sync between the mobile app and web?","answer":"<p>Yes, if you add an item to your cart from the mobile app, it will reflect on the website version and vice versa. In some cases, you might need to refresh the page.&nbsp;&nbsp;<\/p>","sort_order":"0","status":"1"}]},{"category_id":"5","name":"Offers & Promotions","description":null,"sort_order":"0","store_id":"0","status":"1","icon_image":"Help_Support-05.svg","faq_items":[{"faq_id":"43","category_id":"5","question":"My Cashback Vouchers have expired, can I still use them?","answer":"<p>We try to make sure we give customers plenty of time to use our vouchers and we're sorry you were not able to use yours before the expiry date but we're unable to replace them. We send you reminders via email a week before they expire, another one a day before they expire and when they expire.&nbsp;<\/p>\r\n<p>The vouchers we issue carry an expiry date so we can plan our stock levels and future offers.&nbsp;We do hope you're not too disappointed and are able to take advantage of other vouchers in future.<\/p>","sort_order":"0","status":"1"},{"faq_id":"44","category_id":"5","question":"What is coupon and how does it work?","answer":"<p>A&nbsp;coupon is a code consisting of numbers and upper case letters which can be entered on the website to receive a discount for an online grocery order.<\/p>\r\n<p>Remember to click Add coupon at the checkout and this will be deducted from the total of your order.<\/p>\r\n<p>Please note, coupon codes may&nbsp;contain expiry dates and these will appear on the email sent with the coupon.<\/p>","sort_order":"0","status":"1"},{"faq_id":"113","category_id":"5","question":"Cash Back terms & conditions ","answer":"<table width=\"1451\">\r\n<tbody>\r\n<tr>\r\n<td width=\"1451\">Cash Back terms &amp; conditions<br> CASH BACK Collection:<br> In order to collect CASH BACK, Spinneys Loyalty member should purchase products flagged with CASH BACK signs in stores or online in order to add the cash back amount to the loyalty account.<br> The Cash Back amounts can be collected on the customer\u2019s account even if the total receipt value is less than 15,000L.L.<br> &nbsp;<br> CASH BACK Redemption:<br> If you are shopping in store, every time you reach the amount of 10,000LL in your Cash Back account, a voucher is printed automatically on the checkout. <br> The voucher can be used at any Spinneys store in Lebanon and during a period of 3 months from the issuance date.<br> If you are shopping online, your Cash Back balance will appear under your wallet and you can choose any desired amount from the sum collected while checking out on our home delivery website. <br> &nbsp;<br> CASH BACK Validity:<br> The Cash Back amounts collected on the customer\u2019s account will have a validity of 1 to 2 years from the collection day. For example, all Cash Back collected between May 2019 and April 2020 should be redeemed between May 2019 and April 2021.<br> &nbsp;<br> CASH BACK Balance:<br> Members can check their CASH BACK statement on their receipts during purchases or by approaching the loyalty desks or by calling Spinneys Hotline on 1521.<\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>","sort_order":"0","status":"1"}]},{"category_id":"6","name":"Grocery Delivery","description":null,"sort_order":"0","store_id":"0","status":"1","icon_image":"Help_Support-06.svg","faq_items":[{"faq_id":"45","category_id":"6","question":"How do you deliver?","answer":"<p>All our deliveries are done by our professional drivers who are hired by Spinneys and we deliver using our refrigerated trucks to ensure the best quality and environment for your fresh groceries.<\/p>","sort_order":"0","status":"1"},{"faq_id":"46","category_id":"6","question":"Do you charge for delivery?","answer":"<p>Yes <\/p>","sort_order":"0","status":"1"},{"faq_id":"47","category_id":"6","question":"Where is my delivery or late deliveries ","answer":"<p>Our drivers will attempt to contact you in the event that the delivery is delayed. If your delivery hasn't arrived within your booked slot and you haven't heard from us, please contact our Customer Care Team via our <a href=\"https:\/\/mcprod.spinneyslebanon.com\/contact\/\">Contact Us<\/a> Page. If you have opted-in for our SMS Notification, We will be sending you updates related you order status.<\/p>","sort_order":"0","status":"1"},{"faq_id":"48","category_id":"6","question":"Text message delivery notification ","answer":"<p>You can opt-in to receive text messages. Under '<a href=\"https:\/\/mcprod.spinneyslebanon.com\/customer\/account\/\">My Account<\/a>' on Spinneyslebanon.com- you can request delivery updates to your personal mobile phone. We'll send you a updates related to your order status.<\/p>","sort_order":"0","status":"1"},{"faq_id":"49","category_id":"6","question":"Orders in adverse weather conditions","answer":"<p>If there is going to be a delay or an issue with your Spinneyslebanon.com delivery due to severe weather conditions, we will contact you to advise. Should you wish to speak to someone sooner or have any other questions regarding the status of your delivery please call our Customer Care Team via our <a href=\"https:\/\/mcprod.spinneyslebanon.com\/contact\/\">Contact Us<\/a> Page who will be happy to assist.<\/p>","sort_order":"0","status":"1"},{"faq_id":"50","category_id":"6","question":"What if I miss my delivery?","answer":"<p>If you miss your delivery, the driver will proceed with other scheduled deliveries in the area and return back if they have received confirmation that you are able to receive the order otherwise your products will be returned and you will be charged the full delivery charge and we will need to re-schedule your order for another time.<\/p>","sort_order":"0","status":"1"},{"faq_id":"51","category_id":"6","question":"Where is your service available?","answer":"<p>When you visit our website, you will automatically (If Location Services is enabled) be informed if we deliver to your area or visit our <a href=\"https:\/\/mcprod.spinneyslebanon.com\/delivery-locations\">delivery location<\/a> page.<\/p>\r\n<p>We will be rolling out Online Grocery Delivery to more locations soon! <a href=\"https:\/\/mcprod.spinneyslebanon.com\/#footer-newsletter-validate-detail\">Sign up<\/a> to our newsletter to stay informed of upcoming locations.<\/p>","sort_order":"0","status":"1"},{"faq_id":"56","category_id":"6","question":"Delivery Instructions","answer":"<p>If you have specific instructions for the delivery, please add them at the checkout process where indicated.<\/p>","sort_order":"0","status":"1"},{"faq_id":"59","category_id":"6","question":"Can I get a delivery to more than one address?","answer":"<p>At the time, we can only deliver to one address per order.<\/p>","sort_order":"0","status":"1"},{"faq_id":"62","category_id":"6","question":"Who is bringing my delivery?","answer":"<p>Your order are delivered by our own professional drivers in refrigerated trucks.<\/p>","sort_order":"0","status":"1"}]},{"category_id":"7","name":"Returns & Refunds","description":null,"sort_order":"0","store_id":"0","status":"1","icon_image":"Help_Support-07.svg","faq_items":[{"faq_id":"65","category_id":"7","question":"Our Refund Policy","answer":"<p>We're so convinced you'll absolutely love our products, that we're willing to offer a 30 day risk free money back guarantee. If you receive your order and are not satisfied for any reason you can return the product to any Spinneys store in Lebanon for a refund within 30 days of making a purchase.<\/p>\r\n<p>Perishable goods can be refunded or exchanged within 48 hours from the delivery date.<\/p>\r\n<p>Proof of purchase<br>To complete your refund, we require a receipt, purchase order or other proof of purchase. Please note that without the aforementioned proof of purchase, we will not issue a refund.<\/p>\r\n<p>Shipping items<br>Visit any of our retail locations to return your items purchased through our online store. Our staff member will process your return or exchange for you.<\/p>\r\n<p>You must take care to ensure that the goods are properly packaged so that they will not be damaged while in transit. If the product is found damaged or used beyond what it takes for us to reasonably inspect it, then we may reject a refund.<\/p>\r\n<p>Please visit our <a href=\"https:\/\/mcprod.spinneyslebanon.com\/refund-policy\">Return Policy<\/a> Page for more details<\/p>","sort_order":"0","status":"1"},{"faq_id":"68","category_id":"7","question":"How do I make a complaint?","answer":"<p>We are sorry to hear something is wrong. If you have a complaint about a service or product you have received, please vist the <a href=\"https:\/\/mcprod.spinneyslebanon.com\/contact\/\">Contact us<\/a> page and fill in the details.<\/p>","sort_order":"0","status":"1"},{"faq_id":"71","category_id":"7","question":"Which products can\u2019t be returned to store?","answer":"<p>The following products are not refundable unless defective:<\/p>\r\n<p>Peri Perishable goods can be refunded or exchanged within 48 hours from the delivery date.<\/p>\r\n<p>However it must be sealed, in its original packaging.<\/p>\r\n<p>Please visit our <a href=\"https:\/\/mcprod.spinneyslebanon.com\/refund-policy\">Return Policy<\/a> Page for more details<\/p>","sort_order":"0","status":"1"},{"faq_id":"74","category_id":"7","question":"Can I return Items I've bought in a sale?","answer":"<p>Yes, this makes no difference. Have a look at our <a href=\"https:\/\/mcprod.spinneyslebanon.com\/refund-policy\">Return policy<\/a> for more information.<\/p>","sort_order":"0","status":"1"},{"faq_id":"77","category_id":"7","question":"Defective product","answer":"<p>Defective products may be returned but should be in their original packaging and supported by a proof of purchase.<\/p>","sort_order":"0","status":"1"},{"faq_id":"80","category_id":"7","question":"How do I receive a Refund?","answer":"<p>You can receive your refund directly at the store in cash or you may choose to exchange your returned item by another product.<\/p>","sort_order":"0","status":"1"},{"faq_id":"83","category_id":"7","question":"Can you pick up my item(s) for refund?","answer":"<p>Unfortunately, we do not offer this service at this stage. We might be able to collect it while delivering your next order. You can still visit your nearest Spinneys store for instant refund\/exchange, but don\u2019t forget your proof of purchase.<\/p>","sort_order":"0","status":"1"}]},{"category_id":"8","name":"Payments & Billing","description":null,"sort_order":"0","store_id":"0","status":"1","icon_image":"Help_Support-08.svg","faq_items":[{"faq_id":"86","category_id":"8","question":"Payment Methods Accepted","answer":"<p>To make sure your online shopping experience is effortless and safe, we offer various payment methods to choose from.<\/p>\r\n<p>We accept the following cards: Visa, Mastercard, American Express.<br>Other Payment Methods include: Cash on delivery &amp; Credit\/Debit Card on delivery<\/p>\r\n<p><br>Have a look at our <a href=\"https:\/\/mcprod.spinneyslebanon.com\/payment-terms\">Payment terms<\/a> page for more information.<\/p>","sort_order":"0","status":"1"},{"faq_id":"89","category_id":"8","question":"When will I be charged?","answer":"<p>For online payment by credit or debit cards<br>The payment amount is authorized and held by your financial institution at the time you place your order. Your account is actually charged when your order ships.<\/p>\r\n<p>Please note: Authorized and held amounts will not be available for other purchases. If an order is canceled, the authorization hold will expire in accordance with the terms of your bank or financial institution.<\/p>\r\n<p>For online payment by Gift Card, the money is deducted at the time you place your order.<\/p>\r\n<p>For Cash or Credit Card on Delivery payment <br>If you create an online order reservation and choose \"Cash\" or \u201cCredit Card on Delivery\u201d as your payment method, you will have to pay for your order at time of delivery.<\/p>","sort_order":"0","status":"1"},{"faq_id":"92","category_id":"8","question":"What are secure payments and how do they work?","answer":"<p>All payment transaction are processed by a third-party service \"Areeba\", Their Privacy Policy can be viewed at&nbsp;<a href=\"https:\/\/www.areeba.com\/english\/privacy-policy\">https:\/\/www.areeba.com\/english\/privacy-policy<\/a><\/p>\r\n<p>On top of that our web site is secured by an Extended's Certificate. At the footer, you will find a Global sign site seal which indicate the status of our website security.<\/p>","sort_order":"0","status":"1"},{"faq_id":"95","category_id":"8","question":"How do I get a copy of my Invoice?","answer":"<p>To get a copy of your invoice, please visit \"My Account\" Page and click on \"<a href=\"https:\/\/mcprod.spinneyslebanon.com\/sales\/order\/history\">My Orders<\/a>\" choose which order you would like the invoice for and click on it to download.<\/p>","sort_order":"0","status":"1"},{"faq_id":"98","category_id":"8","question":"What is the authorization hold on my credit\/debit card?","answer":"<p>What's an Authorization Hold?<\/p>\r\n<p>&nbsp;<\/p>\r\n<p>A temporary hold, also known as an authorization hold, is placed on your credit or debit card each time you place an order. This is the amount we hold to confirm there are funds to complete your purchase. If you've ordered items of variable weight, we've authorized a little extra to ensure you have funds to cover the final cost. Don't worry, you'll only be charged for the amount you actually receive once you've received your order. Your bank will remove the additional amount of the authorization hold on your card within 3-5 business days.<\/p>\r\n<p>&nbsp;<\/p>\r\n<p>Why are there several authorization holds on my account?<\/p>\r\n<p>&nbsp;<\/p>\r\n<p>We also authorize your card for any changes you make to your order, so you may see multiple authorizations for various small amounts that add up to your total amount. After your order is picked up, we charge against those authorizations, so you may see several smaller charges on your statement instead of one big charge.<\/p>\r\n<p>&nbsp;<\/p>\r\n<p>My order was canceled, why do I still see a charge?<\/p>\r\n<p>&nbsp;<\/p>\r\n<p>You will not be charged for canceled orders, but the authorization holds for those orders may still appear on your bank account. Your bank should remove the authorization hold on your card within 3-5 business days.<\/p>\r\n<p>&nbsp;<\/p>\r\n<p>I can't wait 3-5 days. Can you remove the auth hold early?<\/p>\r\n<p>&nbsp;<\/p>\r\n<p>Contact Customer Care - we'll reach out to your bank and request a removal right away, but it's up to your bank whether they will release the hold early. We can only request early authorization removals on canceled orders.<\/p>","sort_order":"0","status":"1"},{"faq_id":"101","category_id":"8","question":"Do you accept PayPal?","answer":"<p>We do not accept PayPal payment at the time.<\/p>","sort_order":"0","status":"1"},{"faq_id":"104","category_id":"8","question":"How do I receive a receipt?","answer":"<p>You should have been given a receipt by our driver when your order was delivered. If you did not get a receipt or if you need a copy, Please contact our Online Customer Care Team via our <a href=\"https:\/\/mcprod.spinneyslebanon.com\/contact\/\">Contact Us<\/a> Page and they will be able to help you further.<\/p>","sort_order":"0","status":"1"},{"faq_id":"107","category_id":"8","question":"I have been incorrectly charged for my online delivery","answer":"<p>We are sort to hear that, Please contact our Online Customer Care Team via our Contact Us Page and they will be able to help you further.<br> Please have your order number ready.<\/p>","sort_order":"0","status":"1"},{"faq_id":"116","category_id":"8","question":"Is there any charge for using credit card as an online payment?","answer":"<p>Yes there is an extra charge when you pay online or by CC on delivery<\/p>","sort_order":"0","status":"1"}]},{"category_id":"13","name":"Loyalty Program","description":null,"sort_order":"0","store_id":"0","status":"1","icon_image":"Loyatly-Program-01.svg","faq_items":[{"faq_id":"130","category_id":"13","question":"How can I check my current Rewards Point?","answer":"<p>In order to check your current rewards point balance, please visit \"<a href=\"https:\/\/www.spinneyslebanon.com\/update\/reward\/points\">Loyalty Card<\/a>\" under my account to manage your loyalty membership.<\/p>","sort_order":"0","status":"1"},{"faq_id":"133","category_id":"13","question":"How do I register for the first time?","answer":"<p>You can register or link your loyalty membership to your online account by clicking <a href=\"https:\/\/www.spinneyslebanon.com\/update\/reward\/points\">here<\/a>.<\/p>","sort_order":"0","status":"1"},{"faq_id":"142","category_id":"13","question":"How do I update my Loyalty Program account information?","answer":"<p>Once you link your account, any information updated under your <a href=\"https:\/\/www.spinneyslebanon.com\/customer\/account\/edit\">personal&nbsp;profile <\/a>will be also updated under your loyalty account.&nbsp;<\/p>","sort_order":"0","status":"1"},{"faq_id":"145","category_id":"13","question":"How do I earn Points?","answer":"<p>Every day gives you a new chance to earn loyalty points. Earn 10 points for every 15,000L.L spent in stores or online. Increase your points balance by looking for Extra Points items, Double Points days and don\u2019t forget to shop on your Birthday!<\/p>","sort_order":"0","status":"1"},{"faq_id":"148","category_id":"13","question":"Is there a limit to how many Points and Rewards I can earn?","answer":"<p>No. You can earn an unlimited number of Points and Rewards during each month.<\/p>","sort_order":"0","status":"1"},{"faq_id":"151","category_id":"13","question":"Do Points expire?","answer":"<p>Keep an eye on your points\u2019 expiry date not to miss the chance to exchange them with rewards. Depending on your loyalty program\u2019s scheme, your points will be valid for one cycle (5 to 6 months) if Classic, 3 cycles from collection date if Gold and a lifetime if Platinum or IO.<\/p>","sort_order":"0","status":"1"},{"faq_id":"154","category_id":"13","question":"I'm missing points for my online shopping - What do I do?","answer":"<p><br>1. Points from online purchases can sometime take up to 48 hours to show on your account.<\/p>\r\n<p>2. Order status must show 'Order Delivered' to receive points on your account<\/p>\r\n<p>3. Number of points earned are stated in the pro-forma invoice or receipt given to you. This can also be found under <a href=\"https:\/\/www.spinneyslebanon.com\/sales\/order\/history\/\">\"My Orders\"<\/a> -&gt; Invoice<\/p>\r\n<p>If you've checked all the above and still need some help, please contact our Online Customer Care team. Our contact details can be found on our <a href=\"https:\/\/www.spinneyslebanon.com\/contact\/\">Contact Us page<\/a>.<\/p>","sort_order":"0","status":"1"},{"faq_id":"157","category_id":"13","question":"Where can I use my points other than with Spinneys?","answer":"<p>Gold, Platinum and IO card holders have the privilege to exchange their points for Flying Blue Miles from Air France, KLM and all the SkyTeam affiliated airlines.<\/p>","sort_order":"0","status":"1"},{"faq_id":"160","category_id":"13","question":"What are the Loyalty Rewards Program's terms and conditions?","answer":"<p>Please <a href=\"https:\/\/www.spinneyslebanon.com\/loyalty-points-terms-conditions\">click here<\/a> to read the terms and conditions regarding the loyalty rewards program.<\/p>","sort_order":"0","status":"1"},{"faq_id":"163","category_id":"13","question":"Why should I register for Spinneys Loyalty Program?","answer":"<p>Spinneys Loyalty&nbsp;Program was voted 'Product Of The Year' by consumers in Lebanon in 2019. Year after year our loyal customers use our program to redeem points from our wide seleciton of gifts. In total, 5.5 Millions USD in rewards have been redeemed! Click <a href=\"https:\/\/www.spinneyslebanon.com\/update\/reward\/points\">here<\/a> to join!&nbsp;<\/p>","sort_order":"1","status":"1"},{"faq_id":"136","category_id":"13","question":"Do I need my loyalty card to register or link my account?","answer":"<p>Registration or account linking are done via your mobile number and you don't need your card. It will be required to verify your phone number via One Time Password (OTP) received by SMS.<\/p>","sort_order":"3","status":"1"},{"faq_id":"139","category_id":"13","question":"Why do I get the message \"You already have an account\" when trying to register or link my card?","answer":"<p>You will get this message when the system finds an existing account with the phone number or email address you entered. If this is a mistake, please contact our Online Customer Care team. Our contact details can be found on our <a href=\"https:\/\/www.spinneyslebanon.com\/contact\/\">Contact Us <\/a>page.<\/p>","sort_order":"4","status":"1"}]},{"category_id":"19","name":"eGift Cards","description":null,"sort_order":"0","store_id":"0","status":"1","icon_image":"Gift-Cards-HS.svg","faq_items":[{"faq_id":"169","category_id":"19","question":"What is eGift Card? ","answer":"<p>An electronic gift card is a code sent to the recipient via an electronic platform.&nbsp;<\/p>\r\n<p>&nbsp;<\/p>","sort_order":"0","status":"1"},{"faq_id":"172","category_id":"19","question":"How is an eGift card sent?","answer":"<p>An eGift card is sent and delivered electronically through email, app, or text. Delivery time can be nearly instantaneous or take up to 24 hours.<\/p>","sort_order":"0","status":"1"},{"faq_id":"175","category_id":"19","question":"Where can I buy an eGift card?","answer":"<p>Spinneys eGift cards can purchased online on Spinneyslebanon.com or by <a href=\"https:\/\/www.spinneyslebanon.com\/gift-cards.html\">clicking here.&nbsp;<\/a><\/p>","sort_order":"0","status":"1"},{"faq_id":"178","category_id":"19","question":"How do I send an eGift card?","answer":"<p>What\u2019s great about digital gift cards is that you can send a gift in minutes from your home. Here are the steps to send an eGift card:<\/p>\r\n<ol>\r\n<li>Visit our <a href=\"https:\/\/www.spinneyslebanon.com\/gift-cards\">eGift card page.<\/a><\/li>\r\n<li>Pick one&nbsp;from over 20 different gift cards options available.<\/li>\r\n<li>Choose the gift card amount you would like to send.&nbsp;<\/li>\r\n<li>Choose how many gift cards you want to send in the quantity section.<\/li>\r\n<li>Enter the recipient details which include the name and email address.<\/li>\r\n<li>Write a personal message to send along with your gift.<\/li>\r\n<li>Add the eGift card to your cart and proceed to checkout.<\/li>\r\n<\/ol>","sort_order":"0","status":"1"},{"faq_id":"181","category_id":"19","question":"How do I use my electronic gift cards?","answer":"<p>Once you receive your eGift card codes by email, you have two options availablle:&nbsp;<\/p>\r\n<p>&nbsp;<\/p>\r\n<p><strong>Options 1<\/strong>: In the checking out journey, under step 3 \"Checkout\" , you will have the options to enter the gift card code to your account and use it.<\/p>\r\n<p>&nbsp;<\/p>\r\n<p><img src=\"{{media url=&quot;Enter_Code.png&quot;}}\" alt=\"\" width=\"854\" height=\"610\"><\/p>\r\n<p>&nbsp;<\/p>\r\n<p>&nbsp;<\/p>\r\n<p><strong>Options 2: <\/strong>Click on the codes in the email to redeem them as credit in your account or visit the gift card section under 'My Account' and click Reddem Gift Card. Enter the code and the amount received will be added as credit for you to use at your own convenience.&nbsp;<strong><br><\/strong><\/p>\r\n<p><strong><img src=\"{{media url=&quot;Reddem_06_11_2020.png&quot;}}\" alt=\"\" width=\"1152\" height=\"542\"><\/strong><\/p>","sort_order":"0","status":"1"},{"faq_id":"184","category_id":"19","question":"What if I can\u2019t find my eGift card?","answer":"<p>If for any reaosn the recipient didn't receive the gift card codes by email, please contact our Online Customer Care team whose contact details can be found on our&nbsp;<a href=\"https:\/\/mcprod.spinneyslebanon.com\/contact\/\">Contact Us<\/a>&nbsp;page.<\/p>","sort_order":"0","status":"1"}]}]