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 shop@silsal.com. 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 shop@silsal.com 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 ofa 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, Next Business Day Delivery and Express Delivery are only available on Business Days.
  • Business Days are Sunday to Thursday, excluding public holidays.
  • Orders placed over the weekend will be delivered the next Business Day.

Dubai

 

Orders Placed Before 12pm

Orders Placed After 12pm

Express Orders

(orders placed between 12pm and 3pm on Business Days)

Orders Below 175 AED

Same Business Day Delivery

22 AED

Next Business Day Delivery

22 AED

Express Delivery

95 AED

Showroom Pick-Up

(9am-6pm Mondays & Thursdays, excluding public holidays)

Free

Showroom Pick-Up

(9am-6pm Mondays & Thursdays, excluding public holidays)

Free

Order Over 175 AED

Same Business Day Delivery

Free

Next Business Day Delivery

Free

Express Delivery

95 AED

Showroom Pick-Up

(9am-6pm Mondays & Thursdays, excluding public holidays)

Free

Showroom Pick-Up

Free (9am-6pm Mondays & Thursdays, excluding public holidays)

Free



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

 

Standard Orders

Express Orders

(placed before 12pm on Business Days)

Orders Below 175 AED

Standard Delivery

(2 Business Days)

22 AED

Same Business Day Delivery

150 AED

Showroom Pick-Up

(9am-6pm Mondays & Thursdays, excluding public holidays)

Free

Order Over 175 AED

Standard Delivery

(2 Business Days)

Free

Same Business Day Delivery

150 AED

Showroom Pick-Up

(9am-6pm Mondays & Thursdays, excluding public holidays)

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.


All online purchases can be collected from Silsal’s showroom in Dubai Design District every Monday and Thursday from 9am to 6pm. Please see the full address below:

Silsal Design House
Office 207A, Building 06
Dubai Design District
Dubai, United Arab Emirates

To collect, simply select ‘Showroom Pickup’ at checkout.

If you would like someone else to pick up your order, please provide them with a signed letter of consent with your name, phone number and photo of your Emirates ID. Alternatively, please send us an email form the account used to place 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 somethingfrom your order is damaged, please email shop@silsal.com 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 shop@silsal.com 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 shop@silsal.com 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. If you would like a refund, please return the unused item in its original condition and packaging within 7 days. Silsal reserves the right to rejectthe return of any products that do not meet the aboverequirements.

Once your return is received and inspected (usually within 2 business days of receipt), Silsal will automatically refund your credit card, debit card or Paypal account. All refunds will be processed through the original mode of payment, with the exception of COD orders, which will be refunded in the form a Credit Note.

We do not accept any returns on sale items, pre-ordered products, corporate gift items, gifts that include candles, chocolates and flowers, or personalized/bespoke items.

For UAE orders the original shipping chargesare non-refundable. However, customs fees and taxes, are refundable.

For international orders, please note the original shipping charges, customs fees and taxes, if any, incurred at the time of purchase are non-refundable.

For details on how to return your Silsal items, please refer to the questions below.


We want you to shop with confidence. That’s why we’re happy to offer exchanges if you’re not completely satisfied with your purchase. If you would like to exchangean item, please return the unused item in its original condition and packaging within 7 days. Silsal reserves the right to reject the return of any products that do not meet the above requirements.

Once your exchange is received and inspected (usually within 2 business days of receipt), Silsal will dispatch your new item.Please note, if you choose a more expensive item, you will have to pay the difference before the new item is dispatched.Alternatively, if the item you choose is less than the original item, the difference will be refunded.

We do not accept exchanges on sale items, pre-ordered products, corporate gift items, gifts that include candles, chocolates and flowers, or personalized/bespoke items.

For details on how to exchange your Silsal items, please refer to the questions below.


We do not accept any returns/exchanges on sale items, pre-ordered products, corporate gift items, gifts that include candles, chocolates and flowers, or personalized/bespoke items.


Returning or exchanging a silsal.com order is easy. To arrange a return or exchange, please email shop@silsal.com with your order number, and the name of the item you would like to return or exchange.

We offer a courier collection service for all returns/exchanges within the UAE. The charge for this service is 50 AED.

Alternatively, returns can be delivered directly to Silsal’s showroom in Dubai Design District every Monday and Thursday from 9am to 6pm. Please see the full address below:

Silsal Design House
Office 207A, Building 06
Dubai Design District
Dubai, United Arab Emirates
+971 56 828 5283

Once your return or exchange is received and inspected (usually within 2business days of receipt), Silsal will email to offer you an exchange, credit note or refund. Important: Please check your junk mail If you are expecting an email from us.

Refunds

All refunds will be processed through the original mode of payment, with the exception of COD orders, which would be refunded in the form a Credit Note. Please note, original shipping costs will not be refunded.

Credit Notes

Credit Notes will be sent via emailafter the item(s) have been inspected. The Credit Note will include a code and the balance, which can be used towards your next purchase. Simply enter the code on the checkout page. Please note, Credit Notes cannot be split over multiple payments and is only valid for a single transaction.

Exchanges

Exchanges will be dispatched after item(s) have been inspected. Please note, if you choose a more expensive item, you will have to pay the difference before the new item is dispatched to you. Alternatively, if the item you choose costs less than the original item, the difference will be refunded. Whereshipping charges apply, these are the client’s responsibility.


Returning or exchanging a silsal.com order is easy. To arrange a return or exchange, please email shop@silsal.com with your order number, and the name of the item you would like to return or exchange.

We offer a courier collection service for all international returns/exchanges outside of the UAE. The charge for this service varies depending on the weight and size of the item(s), as well as your location. Pleaseemail shop@silsal.com with your order number and list of items you would like to return,to arrange this.

Once your return is received and inspected (usually within 3 business days of receipt), Silsal will offer you an exchange, credit note or refund, depending on your preference.

If you would like to courierthe items yourself, you may shipthem to the following address:

Silsal Design House
Office 207A, Building 06
Dubai Design District
Dubai, United Arab Emirates
+971 56 828 5283

Once your return or exchange is received and inspected (usually within 3 business days of receipt), Silsal will offer you an exchange, credit note or refund. Depending on your preference.

Refunds

Refunds will be processedthrough the original mode of payment. Please note, original shipping costs will not be refunded.

Credit Notes

Credit Notes will be sent via email after the item(s) have been inspected. The Credit Note will include a code and the balance, which can be used towards your next purchase. Simply enter the code on the checkout page. Please note, Credit Notes cannot be split over multiple payments and is only valid for a single transaction.

Exchanges

Exchanges will be dispatched after items have been inspected. Please note, if you choose a more expensive item, you will have to pay the difference before the new item is dispatched to you. Alternatively, if the item you choose costs less than the original item, the difference will be refunded. Where shipping charges apply, these are the client’s responsibility.


Once we have received your item, you will be refunded toyour original payment method, with the exception of COD orders. For debit/credit cards, refunds can take up to 5businessdays to appear in your account. Please note, refund times are dictated by the payment provider and are outside our control. Once your refund has been processed, a refund confirmation email will be sent to confirm the details.

For COD orders, you will be refunded in the form a Credit Note, which will be sent via email after your returned item has been inspected. You may use the Credit Note towards your next purchase during the checkout process.


For UAE orders the original shipping chargesare non-refundable. However, any customs fees and taxes are refundable.

For international orders, the original shipping charges, customs fees and taxes, if any, incurred at the time of purchase are non-refundable.


All The Gift Box or Just Add Chocolate items arrive in a complimentary gift box with ribbon, and include a gift cardand Silsal gift bag. All Just Add Flowers 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 shop@silsal.com 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 shop@silsal.com 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 WhatsAppat +971 56 828 5283 or email at shop@silsal.com. 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.