At Souq Garden we know how exciting it is to receive a healthy new plant, and how stressful it is when delivery goes wrong. That's why we operate the UAE's most transparent and customer-friendly delivery and returns policy. Read on for everything you need to know about how your order reaches you, what to do if something isn't right, and how our 100% Healthy Plant Guarantee works.
Delivery Across the UAE
We deliver to every Emirate in the UAE: Dubai, Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah, Fujairah and Umm Al Quwain. Our fleet of climate-controlled vans ensures your plants stay cool and protected from the moment they leave our Dubai warehouse to the moment they reach your door.
Delivery Times
- Dubai & Sharjah: 1-2 business days (same-day available for orders before 2 PM)
- Ajman: 1-3 business days
- Abu Dhabi: 2-3 business days
- Ras Al Khaimah, Fujairah, Umm Al Quwain: 2-4 business days
- Al Ain & remote areas: 3-5 business days
Delivery Fees
- Orders above AED 200: FREE delivery, all Emirates
- Dubai & Sharjah (under AED 200): AED 25
- Ajman, Abu Dhabi (under AED 200): AED 35
- RAK, Fujairah, UAQ (under AED 200): AED 50
- Same-day Dubai delivery: AED 35 surcharge (free over AED 500)
Order Tracking
The moment your order is dispatched from our warehouse you'll receive a tracking link via email, SMS and WhatsApp. The link shows real-time courier location, an estimated time of arrival, and lets you communicate directly with the driver if needed.
Delivery Hours
Standard delivery runs Saturday through Thursday, 9 AM to 9 PM. Friday deliveries are available for Dubai orders only, between 2 PM and 9 PM (post-prayer hours). During Ramadan we adjust hours to suit fasting customers — please check the homepage banner for current schedules.
How We Pack Your Plants
Every plant is hand-packed by our team using moisture-locked root wrapping, custom-cut cardboard collars to prevent stem snap, and breathable corrugated outer boxes. Tall plants ship horizontally with extra bracing. Pots are bubble-wrapped individually. We've optimised our packing through thousands of deliveries — damage rates are below 0.5%.
The 100% Healthy Plant Guarantee
Every live plant from Souq Garden is covered by our 100% Healthy Plant Guarantee. If your plant arrives damaged, wilted, root-bound, or simply isn't what you expected, send us a photo within 48 hours of delivery via WhatsApp at +971 58 512 0600 and we'll either:
- Send a free replacement on the next delivery run, or
- Issue a full refund to your original payment method
No long forms, no lab tests, no arguments. We trust our customers because we trust our plants.
Returns Policy
Non-Living Items (Pots, Tools, Fertilisers, Seeds, Decor)
You may return any non-living item within 7 days of delivery provided it is:
- Unused and in original packaging
- Free from scratches, dirt, or signs of installation
- Accompanied by the original order number
Once we receive and inspect the returned item, your refund is processed within 3-5 business days to the original payment method.
Live Plants
For hygiene and biosecurity reasons we cannot accept returns of live plants once they have left our facility. However, every live plant is fully covered by the 100% Healthy Plant Guarantee described above.
Custom Orders & Large Trees
Custom potting orders, indoor jungle installations, and trees over 1.5 metres in height are non-refundable once delivered. Please contact us beforehand if you'd like a video preview of any large item before purchase.
How to Initiate a Return
- Message us on WhatsApp +971 58 512 0600 or email hello@souqgarden.com within 7 days of delivery
- Include your order number and a photo of the item
- We'll arrange free pickup from your address (Dubai, Sharjah, Ajman) or schedule courier collection (other Emirates)
- Once we receive and inspect the item, your refund is processed within 3-5 business days
Refund Timeline
- Credit/Debit card: 7-10 business days to appear on your statement
- Apple Pay / Google Pay: 5-7 business days
- Tabby / Tamara: 3-5 business days, processed via the BNPL provider
- Cash on Delivery: Bank transfer within 3 business days of approval
- Store Credit (optional): Instant — choose this option for fastest service plus a 10% bonus
Damaged or Wrong Items
If your plant or product arrives damaged, defective, or different from what you ordered, send us a photo via WhatsApp within 48 hours and we'll arrange a free replacement or full refund — whichever you prefer. No need to return the damaged item unless we specifically request it.
Order Changes & Cancellations
You can modify or cancel your order free of charge within 2 hours of placing it. After that, the order may already be picked and packed. Once dispatched, the standard returns policy applies.
Contact Us
Have a question about delivery or returns? Reach our customer-care team 7 days a week:
- WhatsApp: +971 58 512 0600 (fastest response, 9 AM-9 PM)
- Email: hello@souqgarden.com (response within 24 hours)
- Live chat: bottom-right of every page on souqgarden.com
We're real plant lovers based in Dubai and we'd love to help. Whether you're in a Marina apartment, a Sharjah villa, or a Fujairah farmhouse, we've got you covered.