Welcome to Souq Garden's help centre. Below are answers to the questions our UAE customers ask most often about delivery, plant care, payment, and returns. If you can't find your answer here, message us on WhatsApp at +971 58 512 0600 and a real plant expert will reply within minutes.
Orders & Delivery
Which areas do you deliver to in the UAE?
We currently deliver to four Emirates: Dubai, Sharjah, Ajman and Umm Al Quwain. We do not yet ship to Abu Dhabi, Ras Al Khaimah or Fujairah on our standard service.
How long does delivery take?
Dubai and Sharjah orders are delivered within 48 hours of order confirmation. Ajman and Umm Al Quwain orders are delivered within 96 hours. Cut-off times and weekends may extend these windows slightly during peak periods.
Do you offer instant or same-day delivery?
Yes. We offer an instant delivery option through third-party courier partners. Customers pay the courier's charges directly. To check availability and price for your area, please WhatsApp us at +971 58 512 0600 before placing the order.
How much does delivery cost?
Delivery is free on all orders of AED 200 and above. Orders below AED 200 are charged a flat AED 50 delivery fee across all four serviced Emirates.
How can I track my order?
Order tracking and live delivery updates are handled through our official WhatsApp number +971 58 512 0600. Send us your order number and our team will share the latest status from our courier partner.
Plants & Products
Are your plants healthy and ready to grow?
Every plant is hand-inspected before dispatch. We acclimatise our stock in shade houses across the UAE so plants are already adapted to local conditions when they reach you. This is backed by our 100% Healthy Plant Guarantee.
What if my plant or item arrives damaged?
We strongly recommend inspecting your plant or item at the time of delivery. If anything is damaged you can refuse the item on the spot and a replacement or refund will be arranged. If you choose to accept the delivery and report damage later, you may return the item within 48 hours of delivery — in that case the collection / pickup cost is borne by the customer and the balance amount will be reimbursed. Returns after 48 hours cannot be accepted, as plants are perishable and require daily care.
Do you offer plant care advice?
Yes. Every order ships with a free printed care card, and our plant experts are available on WhatsApp at +971 58 512 0600 to answer watering, lighting, fertiliser and pest questions specific to your home or garden.
Are the plants suitable for the UAE climate?
Yes. Every plant we sell is selected specifically for UAE conditions — indoor plants suited to air-conditioned interiors, and outdoor varieties tested to survive Dubai summers. We avoid species that cannot thrive locally.
Do you sell pet-safe plants?
Yes. We carry a range of plants that are safe for cats, dogs and small children. Message us on WhatsApp and we will point you to the best options for your household.
Payment & Security
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Tabby and Tamara (buy-now-pay-later in interest-free instalments), and Cash on Delivery across all serviced Emirates.
Is it safe to pay on Souq Garden?
Yes. All payments are processed through Shopify Payments with 256-bit SSL encryption. We do not store your card details and the checkout is PCI-DSS compliant.
Are prices inclusive of VAT?
Yes. All prices on souqgarden.com include 5% UAE VAT. The price you see is the price you pay at checkout.
Returns & Refunds
What is your return policy?
For live plants: returns are only accepted if reported within 48 hours of delivery. The customer bears the collection cost and the balance is reimbursed. After 48 hours, returns cannot be accepted as plants are perishable and require daily care. For non-living items (pots, tools, fertilisers, seeds) we accept returns within 7 days of delivery if unused and in original packaging.
How long do refunds take?
Approved refunds are processed within 3-5 business days of receiving the returned item. Card refunds typically reflect on your statement within 7-10 business days depending on your bank.
What if I received the wrong item?
Please WhatsApp us at +971 58 512 0600 within 48 hours of delivery with a photo. We will arrange free pickup and replacement, or a full refund if you prefer.
Account & Orders
Do I need an account to place an order?
No — guest checkout is available. Creating a free account lets you track orders, save addresses, build wishlists and earn loyalty points on every purchase.
Can I change or cancel my order?
Yes. Contact us on WhatsApp at +971 58 512 0600 within 2 hours of placing the order and we can usually modify or cancel it before dispatch. Once shipped, our standard returns policy applies.
Still Have Questions?
Reach out any time — WhatsApp +971 58 512 0600, email hello@souqgarden.com, or use the chat widget in the bottom-right corner. We're real plant lovers based in Warsan-3, Dubai and we'd love to help you grow.