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.
Orders & Delivery
Which areas do you deliver to in the UAE?
We deliver to Dubai, Sharjah, Ajman and Umm Al Quwain on our standard service, and to Abu Dhabi, Ras Al Khaimah and Fujairah on our scheduled van run.
How long does delivery take?
Dubai, Sharjah, Ajman and Umm Al Quwain orders are delivered within 48 hours. Abu Dhabi, Ras Al Khaimah and Fujairah orders go out on our scheduled van run on the 1st and 4th Saturday of each month; please order by the Friday before.
Do you offer same-day or instant delivery?
No. We do not offer same-day or instant delivery. Our fastest service is delivery within 48 hours to Dubai, Sharjah, Ajman and Umm Al Quwain.
How much does delivery cost?
Dubai, Sharjah, Ajman and Umm Al Quwain: AED 20, or free on orders over AED 99. Abu Dhabi, Ras Al Khaimah and Fujairah: AED 50, or free on orders over AED 200.
How can I track my order?
Order 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.
Plants & Products
Are your plants healthy and ready to grow?
Every plant is hand-inspected before dispatch, and our stock is acclimatised to local conditions before it reaches you.
What if my plant or item arrives damaged?
Please inspect your order at the time of delivery, with the delivery agent. If anything is damaged or not right, refuse it on the spot and we will arrange a replacement or refund. Once a delivery has been accepted, we cannot take items back.
Do you offer plant care advice?
Yes. Our plant experts are available on WhatsApp at +971 58 512 0600 to answer watering, lighting, fertiliser and pest questions for your home or garden.
Are the plants suitable for the UAE climate?
Yes. We select plants for UAE conditions: indoor plants suited to air-conditioned interiors, and outdoor varieties chosen for the UAE heat.
Do you sell pet-safe plants?
Yes. We carry plants that are considered safe for cats and dogs. Message us on WhatsApp and we will point you to suitable 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, and Cash on Delivery.
Is it safe to pay on Souq Garden?
Yes. Payments are processed securely by Shopify. We do not store your card details.
Are prices inclusive of VAT?
Yes. All prices on souqgarden.com include 5% UAE VAT.
Returns & Refunds
What is your return policy?
Returns are accepted only at the time of delivery, with the delivery agent. Please check your plants and items when they arrive. Items must be in their original packaging; if a plant has been repotted or the packaging is missing, a refund is not possible. Once a delivery has been accepted, we cannot take items back.
How long do refunds take?
Approved refunds are processed within 10 working days. Card refunds can take a few extra days to show on your statement, depending on your bank.
What if I received the wrong item?
Check your order when it arrives and refuse any wrong item with the delivery agent. Then WhatsApp us at +971 58 512 0600 and we will send the correct item or refund you.
Account & Orders
Do I need an account to place an order?
No. Guest checkout is available. A free account lets you track orders and save addresses.
Can I change or cancel my order?
Yes. Contact us on WhatsApp at +971 58 512 0600 as soon as possible after placing the order, and we can usually change or cancel it before dispatch.
Still Have Questions?
Reach out any time: WhatsApp +971 58 512 0600, email hello@souqgarden.com, or use the chat widget. We are based in Warsan-3, Dubai.
