FREQUENTLY ASKED QUESTIONS

Shopping at silsal.com is easy. To begin, use the country selector on the top left corner of the screen to select your preferred location (UAE, KSA or Other Countries) and language.

There are several ways to browse our website. You can explore our homepage or use the main menu to navigate to the relevant category. From the main menu, you will also be able to navigate directly to the relevant sub-category.

If you know what you are looking for, our search box is located on the upper left-hand corner of our page. You may search for products by brand, name, collection, color or product number.

When you have made your selection, you can either choose ‘Quick Add’ or ‘Add to Cart’, where you can also adjust quantities. Once you are ready to check out, click on the Shopping Bag icon in the top right-hand corner of the screen and click ‘Go To Checkout’ to be led through the checkout process.

If you have any questions please email [email protected]. Alternatively, desktop users can click ‘Let’s Chat’ at the top of your screen to send us a WhatsApp or head to the live chat service, which can be located at the bottom left-hand side of your screen. For mobiles the live chat service can be accessed via the WhatsApp logo.


If you wish to modify or cancel your order, please email [email protected] with the changes you wish to make. If your order has not yet been dispatched, we will make every effort to accommodate your changes. However, we cannot guarantee that the purchase can be modified or cancelled once it has been placed and processed at the warehouse.


Registering for an account is easy, just click the ‘Sign Up’ button in the top right corner of your screen, fill out the form, and enjoy all the wonderful benefits, including exclusive sales and special offers. In addition, having an account means you will be able to save information for faster checkout and track your order until it arrives at your door.


No, you can checkout without creating an account. However, having an account speeds up the order process and enables you to see your order history, track deliveries and save your shipping and billing details.


If you have forgotten your account password, just click ‘Sign In’, then ‘Forgot Your Password’ and follow the instructions provided in the email that is sent to you.


To make changes to your account, such as updating your billing or contact information, simply sign in to your account and click ‘Account Dashboard’.


Silsal accepts all major payment methods, including:

  • Visa
  • MasterCard
  • Paypal
  • Mada
  • Cash On Delivery (COD) – for UAE orders only

Payments can be made in AED or USD.


We offer a Cash On Delivery service across the UAE. Please note, payment needs to be made in AED and any other payment method, including personal cheques, will not be accepted.

We charge a service fee of 24 AED for the service, and the maximum order value for Cash On Delivery is 3,000 AED.

Failure to accept delivery or make full payment will result in loss of Cash On Delivery buying privileges and/or account suspension.

Please note, all refunds on COD orders will be processed in the form of a Credit Note, which will be emailed to you.

Our Cash On Delivery service is managed by the eCommerce division of SHIPA and/or Emirates Post.


Your debit or credit card will be charged at the time of purchase.


  • Same Business Day Delivery and Next Business Day Delivery are only available Saturday - Thursday.
  • Business Days are Monday to Friday, excluding public holidays.
  • Orders placed on a Friday will be delivered the next Business Day.
  • Please note, delivery on Sale Items may vary. No free shipping applies to any Sale items.

Dubai

 

Orders Placed Before 12pm

Orders Placed After 12pm

Orders Below 175 AED

Same Day Delivery

22 AED

Next Business Day Delivery

22 AED

Orders Over 175 AED

Same Day Delivery

Free

Next Business Day Delivery

Free



Rest Of UAE (Abu Dhabi, Ajman, Fujairah, Ras Al Khaimah, Sharjah and Umm Al Quwain)

 

Standard Orders

Orders Below 175 AED

Standard Delivery

(3 Business Days)

22 AED

Order Over 175 AED

Standard Delivery

(3 Business Days)

Free


Saudi Arabia (KSA)

 

Shipping Rates

Orders Below SAR 1,500

Shipping fees calculated at checkout

Please note, pre-paid Custom Duties and Export Declaration fees are added at checkout. For more information, please see our Delivery Policy.

Orders Over SAR 1,500

(excluding sale items)

Free Shipping

Please note, pre-paid Custom Duties and Export Declaration fees are added at checkout. For more information, please see our Delivery Policy.



Rest Of GCC (Bahrain, Kuwait and Oman)

 

Shipping Rates and Duties

Orders Below 1,500 AED

Shipping fees calculated at checkout

Important Note: Export Declaration fees are added at checkout. Orders may be subject to Custom Duties, which should be paid directly to the local customs authority or freight forwarder upon receiving the order. For more information, please see our Delivery Policy.

Orders Over 1,500 AED

(excluding sale items)

Free Shipping

Important Note: Export Declaration fees are added at checkout. Orders may be subject to Custom Duties, which should be paid directly to the local customs authority or freight forwarder upon receiving the order. For more information, please see our Delivery Policy.


Yes, Silsal currently offers International Delivery to over 100 countries and regions around the world, including Europe, Australia, Asia, Africa and the Middle East.

Delivery times are estimated and subject to customs clearance. Customs procedures at the destination country and weather changes may cause delays that are out of our control.

Please note, for deliveries to KSA, customs fees are pre-paid.

To learn more about International Delivery Times, select your country or region below:

For International Shipping information, please refer to the table below.

 

Shipping Rates and Duties

Orders Below 2,000 AED (550 USD)

Shipping fees calculated at checkout

Important Note: Export Declaration fees are added at checkout. Orders may be subject to Custom Duties, which should be paid directly to the local customs authority or freight forwarder upon receiving the order. For more information, please see our Delivery Policy.

Orders Above 2,000 AED (550 USD)

(excluding sale items)

Free Shipping

Important Note: Export Declaration fees are added at checkout. Orders may be subject to Custom Duties, which should be paid directly to the local customs authority or freight forwarder upon receiving the order. For more information, please see our Delivery Policy.


Delivery times vary depending on your location. Please see our Shipping & Delivery page for more information.


Sign in to your Silsal account to track your order.


Currently, we can only ship to one address per order. To ship to multiple addresses, please place separate orders for each location.


All deliveries should be signed for by the receiver.


Our driver or shipping partner will call before attempting delivery. If you are unavailable to receive the order, delivery will be rescheduled.


We’re very sorry if something in your delivery is damaged, missing or incorrect.

Damaged Items

If something from your order is damaged, please email [email protected] within 24 hours of delivery. Please include photographs of the damage along with your order number, and the damaged item’s product name or reference number. Upon submitting your claim, our team will review the photographs and ship out a replacement within 2 business days. If the item is out of stock, you will be given a full refund for the damaged product(s) and any shipping costs associated with that product(s).

Missing Items

If something is missing from your order, please email [email protected] within 24 hours of delivery. Please include your order number, the missing item’s product name or reference number and quantity. Upon submitting your claim, our team will review it within 2 business days and ship out a replacement (subject to availability). If a replacement is not available, you will be given a full refund for the missing product(s) and any shipping costs associated with that product(s).

Incorrect Items

If incorrect items have been delivered, please email [email protected] within 24 hours of delivery. Please include photographs of the incorrect item(s) received along with your order number. Upon submitting the pictures, our team will review the claim and ship out the correct item within 2 business days (subject to availability). If the item is out of stock, you will be given a full refund for the missing product(s) and any shipping costs associated with that product(s).


We want you to shop with confidence. That’s why we’re happy to offer a full refund* if you’re not completely satisfied with your purchase.

We do not accept exchanges or returns on:

  • Sale Items
  • Candles
  • Pre-order Products
  • Corporate Gifts
  • Personalized or Bespoke Items
  • Premium Chocolate Bowls
  • Diffusers
  • Gourmet Date Bowls
  • Floral Arrangements
  • Any items with perishable or edible elements

*Please note, while we offer a flexible returns policy to make your online shopping experience even easier, we do monitor the number of returns customers make. Repeat returns will be flagged and potentially refused at our discretion or lead to the closure of your account.


You can return your items within 10 days of receiving your order. Please note that we cannot refund items if they arrive after 10 days of receipt.

To return an item, follow these simple steps:

  • Email [email protected] with your order number and a list of the items you wish to return.

  • We'll respond to you within 48 hours to arrange a day for our Courier Collection Service to collect your items. This service is charged at 30 AED across Dubai and 50 AED across the rest of the UAE. This amount will be deducted from your refund amount.

  • Hand-over the unused items (in their original condition and packaging) to our Courier Collection Service. Please note, Silsal reserves the right to reject the return of any products that do not meet the above requirements.

  • Upon receiving and inspecting the items, your refund will be processed within 2 Business Days. Once this is done, you will be updated via email.

All refunds will be processed through the original mode of payment, with the exception of COD orders, which will be refunded in the form of an e-Credit Note.

The original shipping charges and gift-wrapping fees are non-refundable. However, taxes are refundable.

Alternate Return Method

We recommend that you return your items using our Courier Collection Service, so they are protected and insured during delivery. However, you can return your order by any secure means to our address (during office hours):

Dubai Studio City
DSC Tower- Office 501
Dubai, United Arab Emirates
+971 56 828 5283

Office hours: 9:30am – 5:30pm Sunday – Thursday.

Please note, Silsal will not accept liability for items that are missing or damaged during delivery, if they are not returned via our Courier Collection Service.


You can return your items within 15 days of receiving your order. Please note that we cannot refund items if they arrive after 15 days of receipt.

To return an item, follow these simple steps:

  • Email [email protected] with your order number and a list of the items you wish to return.

  • We'll respond to you within 48 hours to arrange collection of the items with our International Courier Collection Service and provide a quote for this service, based on the items you wish to return.

  • Hand-over the unused items (in their original condition and packaging) to our International Courier Collection Service. Please note, Silsal reserves the right to reject the return of any products that do not meet the above requirements.

  • Upon receiving and inspecting the items, your refund will be processed within 2 business days. Once this is done, you will be updated via email.

All refunds will be processed through the original mode of payment, with the exception of COD orders, which will be refunded in the form of a Credit Note.

The original shipping charges, any Gift Wrap service charges, customs duties/fees and taxes, if any, are non-refundable.

Alternate Return Method

We recommend that you return your items using our International Courier Collection Service, so they are protected and insured during delivery. However, you can return your order by any secure means to our address:

Dubai Studio City
DSC Tower- Office 501
Dubai, United Arab Emirates
+971 56 828 5283

Silsal will not accept liability for goods that are not returned via our Courier Collection Service.


For debit/credit cards, refunds can take up to 5 business days to reflect in your account. Refund times are dictated by the payment provider and are outside Silsal’s control. Once your refund has been processed, you will be notified via email.

For COD orders, you will be refunded in the form of a Credit Note, which will be sent via email after your returned item(s) are inspected and accepted.

For UAE orders, you can exchange your items within 10 days of receiving your order. Please note that we cannot exchange items if they arrive after 10 days of receipt.

At the moment, we do not offer exchanges on international orders. Therefore, please return your order using the return method outlined in the Returns section, and place a new order once your refund has been processed.

We do not accept exchanges or returns on:

  • Sale Items
  • Candles
  • Pre-order Products
  • Corporate Gifts
  • Personalized or Bespoke Items
  • Premium Chocolate Bowls
  • Gourmet Date Bowls
  • Floral Arrangements
  • Any items with perishable or edible elements

You can exchange your items within 10 days of receiving your order. Please note that we cannot exchange items if they arrive after 10 days of receipt.

To exchange an item within the UAE, follow these simple steps:

  • Email [email protected] with your order number and a list of the items you wish to exchange.

  • We'll respond to you within 48 hours to arrange a day for our Courier Collection Service to collect your items. This service is charged at 30 AED across Dubai and 50 AED across the rest of the UAE. This amount will be deducted from your final e-Credit Note.

  • Hand-over the unused items (in their original condition and packaging) to our Courier Collection Service. Please note, Silsal reserves the right to reject the return of any products that do not meet the above requirements.

  • Upon receiving and inspecting the items, your exchange will be processed within 2 Business Days. Once this is done, you will receive an e-Credit Note for the goods returned, minus any Courier Collection fees.

  • You can then place a new order using the e-Credit Note. All e-Credit Notes have a 21 day validity and cannot be used towards Shipping Charges or Gift Wrapping.

Please note, the original shipping charges and gift wrapping fees are non-refundable. However, taxes are refundable.

Alternate Exchange Method

We recommend that you exchange your items using our Courier Collection Service, so they are protected and insured during delivery. However, you can return your order by any secure means to our address (during office hours):

Dubai Studio City
DSC Tower- Office 501
Dubai, United Arab Emirates
+971 56 828 5283

Office hours: 9:30am – 5:30pm Sunday – Thursday.

Please note, Silsal will not accept liability for items that are missing or damaged during delivery, if they are not returned via our Courier Collection Service.

Occasionally, Silsal offers discounts and promotions. All discount and promo codes are valid for 25 business days, unless stated otherwise. Discount and promo codes cannot be used in conjunction with any other discount or promo codes, and are non-transferable.

Occasionally, Silsal offers free gift wrapping. When such offers are active, you will notice an icon in the top right corner of the product picture, showing ‘Free Gift Wrapping’.

If you forgot to request wrapping, please email [email protected] with your name, order number, the item(s) you would like gift-wrapped, and a gift card message, and our customer service team will assist you.


Discount and promo codes are only redeemable online at www.silsal.com.


Discount and promo codes can be used for most Silsal items. However, they cannot be used to purchase the following:


  • Pre-orders

  • Sale/Discounted items

  • Floral Arrangements items

  • Premium Chocolate Bowls items

  • Corporate gifts

  • Customized/bespoke items

  • Gift wrapping services

  • External brands available on www.silsal.com

  • Taxes or VAT


Absolutely! You get 15% off when you sign up, and this can be used on orders over 180 AED. Once you sign-up, just check your inbox for your discount code (and be sure to check your Junk Folder, in case the email ends up there).


Credit Notes may be redeemed on your next purchase on www.silsal.com, and must be used in one transaction.

Please note, Credit Notes cannot be used towards any of the following:

  • Gift wrapping services

  • Taxes or VAT

  • Custom duties

  • Bespoke gifts

Once the Credit Note has been used, returns on any previous orders through which the code was obtained, may not be accepted.

All Credit Notes are valid for 2 months from the date of receipt.

All The Gift Box or Just Add Chocolate items arrive in a complimentary gift box with ribbon, and include a gift card and Silsal gift bag. All Floral Arrangements orders include a complimentary gift card and bag. Items that do not include complimentary gift boxes are eligible for gift wrapping, at a cost of 20 AED. To request gift wrapping, click on the Shopping Bag icon in the top right-hand corner, here you will be offered the option to request gift wrapping for each product. There is also the option to add a personalized gift card.

Occasionally, Silsal offers free gift wrapping. When such offers are active, you will notice an icon in the top right corner of the product picture, showing ‘Free Gift Wrapping’.

If you forgot to request wrapping, please email [email protected] with your name, order number, the item(s) you would like gift-wrapped, and a gift card message, and our customer service team will assist you.


If you forgot to request wrapping, please email [email protected] with your name, order number, the item(s) you would like gift-wrapped, and a gift card message, and our customer service team will assist you. Alternatively, leave a message with our Online Chat Service, which can be located at the bottom left-hand side of your screen, and someone will be in touch.


You can add a gift card and message at checkout. The message can be written in any language. However, Silsal is not responsible for any typos, so please check your message carefully before submitting.


If you have any other questions, please contact us via WhatsApp at +971 56 828 5283 or email at [email protected]. We also offer a live chat service, which can be located at the bottom right-hand side of your screen on desktops or the WhatsApp logo on mobiles.