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 Shop@silsal.com 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):

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 Shop@silsal.com 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:

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 Shop@silsal.com 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):

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 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.

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 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 WhatsApp at +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.