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Use of AI and Premium Logistics in E-Commerce Is Rapidly Becoming Widespread in the UAE

UAE

In the United Arab Emirates (UAE), 51% of shoppers use AI-supported chat tools; 91% of businesses use AI on their e-commerce platforms; 84% expect to increase their use of AI; 84% prefer home delivery, while 73% prefer home collection for returns; 64% have a paid delivery/returns subscription; and 73% of businesses offer this subscription.

DHL eCommerce announced the key dynamics that will determine global e-commerce growth in 2026 and beyond. According to the data from the “E-Commerce Trends Report 2026”, which is based on a survey conducted with 29 thousand online shoppers and 5 thousand 800 e-commerce businesses in 29 countries, the future of online retail in rapidly digitalizing markets such as the United Arab Emirates (UAE) will be shaped by artificial intelligence, flexible delivery options, sustainable logistics, secure payment experience and easy return processes.

DHL eCommerce’s 2026 E-Commerce Trends Report research revealed that the UAE e-commerce market is undergoing a rapid transformation with artificial intelligence, social commerce, marketplaces and premium logistics solutions. According to the research conducted with 29 thousand online shoppers and 5 thousand 800 e-commerce businesses, the UAE stands out as one of the most advanced markets in the adoption of AI-supported shopping tools.

AI Use in the UAE Is Becoming Central to E-Commerce

According to the report, 51% of online shoppers in the UAE use AI-supported chat tools while shopping. On the business side, the picture is stronger: 91% of e-commerce businesses in the UAE already use AI on their platforms. In addition, 84% of businesses expect AI use to increase further in the next 5 years.

According to DHL data, 52% of shoppers in the UAE expect to shop more through retailer websites in the next 5 years. 51% state that they will shop more on online marketplaces, 47% on mobile applications, and 37% through AI-supported chat or virtual assistants.

Delivery Preference in the UAE Remains Home-Oriented

The delivery experience plays a critical role in purchasing decisions in UAE e-commerce. According to the report, 84% of shoppers in the UAE prefer home delivery, while 73% prefer home collection for returns. However, out-of-home delivery options are also developing; 12% of shoppers use parcel lockers for delivery, while 23% use them for returns.

Premium logistics has also become mainstream in the UAE. In the UAE, 64% of shoppers have a paid delivery and returns subscription. While 73% of businesses already offer this service, 24% also plan to introduce this model.

Social Commerce Is Growing Increasingly in the UAE

On the business side, the data is as follows;

  • 68% of UAE companies expect more customer activity through social media, 65% through applications, 64% through online marketplaces, and 59% through AI-supported chat or virtual assistants.
  • 68% of shoppers in the UAE have made purchases through Facebook, 67% through Instagram, 57% through TikTok and 41% through YouTube.
  • 82% of businesses have sold through Facebook, 75% through Instagram, 73% through TikTok and 52% through YouTube.
  • Amazon was identified as the most popular online marketplace for both shoppers and businesses in the UAE.

The UAE’s Strength Comes from a Digital Society and Strong Connections

DHL Express Middle East and North Africa CEO AbdulAziz Busbate stated that the UAE’s strength in the e-commerce market comes from high digitalization, strong global and regional connections, and a consumer base that rapidly adopts new online shopping habits. Busbate emphasized that digital platforms, flexible payment options and delivery expectations continue to shape the market, and stated that the growth foundation for businesses in the UAE is strong.

According to the report, the new competitive field of e-commerce in the UAE will not only be product price or campaign; it will be AI-supported customer experience, omnichannel sales, reliable delivery, easy returns and localized logistics solutions.