FAQs

You’re welcome to get in touch directly with any of the shopkeepers at Saffron Souk with any questions you have about their products, delivery or brand.

Log in at saffronsouk.com and click ‘Message Shop’ located on their shop front or product pages or on your orders page.

Exchanging personal contact details with sellers is against The Saffron Souk’s terms. Keep your order correspondence online via saffronsouk.com and your purchase is covered and protected by The Saffron Souk’s customer service and terms.

Absolutely! Personalized and custom made products are a speciality at The Saffron Souk. Browse all personalized products here.

Products that can be personalized are marked with a pencil icon. You can enter the personalization details you would like in a special field on the product pages before adding the item to your shopping cart.

If the shop keeper needs any additional information from you, they’ll message you via saffronsouk.com.

Please note, there’s usually a lead time before shipping personalised products. Please check the shop front’s policies and product description for more details.

When you’re logged in at saffronsouk.com you can message a seller anytime before making an order or afterwards.

Go to the shop front or product page you’re interested in and click the ‘Message Shop’ button or click the contact link on your orders page.

Opt for email notifications and we’ll send you an email to let you know when they’ve replied to you.

Each shop at The Saffron Souk is managed by a small brand and from time to time they temporarily close for orders, usually because they’ve received all the orders they can process at that time or else because they are actually on vacation!

Frustrating we know, when you want to buy something and are made to wait, but usually shops only go in to vacation mode for a week or two.

Enter your email address in the blue vacation notice you see when you visit a closed shop front and we’ll send you an email to let you know when they’ve re-opened for orders.

Trust us, the wait will be worth it.

Good news, most of the products at saffronsouk.com can be shipped around the world. If the product you want doesn’t list your location as a shipping option, please message them by clicking ‘Message Shop’ and request a custom shipping quotation from them.

Each shop front at The Saffron Souk dispatches orders directly to customers and so shipping options vary from shop to shop.

Please be aware that you will be charged shipping to your delivery address when you place an order at saffronsouk.com but import duties and taxes may be charged by your country. Any duties and taxes are not included and are the customers responsibility to pay.

If you choose not to pay duties and taxes imposed by your country, the order will be returned to the seller and on receipt of the unopened / undamaged parcel, a refund less shipping will be made.

Each shop front at The Saffron Souk sets their own pricing but often sellers are able to offer reduced prices for buying in large quantities.

To make an enquiry, please log in at saffronsouk.com and message the shop front by clicking ‘Message Shop’ on their shop front or product pages or contact us.

For corporate, trade and wholesale orders, please click here.

The icons you see on some products signify different things:

Customized. The pencil icon shows that the product is made to order and can be personalized or customized with name, words, colors, etc of your choice. Shop all customized products here.

Vintage. This means that although the product may be used and old, it’s old in the best kind of way. Typically vintage products are at least 50 years old. Shop all vintage products here.

Made in. All the shop fronts at The Saffron Souk’s marketplace are based in the GCC and the ‘made in’ icons show the products that are produced right here in the Gulf. Find the perfect souvenir from your country or benefit from local shipping and shop for all products made in UAE, Bahrain, KSA, Kuwait, Oman and Qatar.

Sale. No surprises here. If you see the grey sale icon, the product is on sale and you can purchase it at a reduced price.

Each shop front at The Saffron Souk dispatches orders directly to customers and so shipping options vary from shop to shop.

Some shop fronts offer a collection service, but a choice of post or courier delivery is most common.

If you choose post, your parcel will be delivered to your PO Box in the GCC or to your mail box in countries that have a street front postal service. Depending on your location it is also possible that your post office will require you to collect your parcel from them.

If you choose courier, your parcel will be delivered to your street address unless you live in an ‘out of service’ area. Please ensure you provide a mobile number at the checkout.

The seller will log parcel tracking details against your order once it’s dispatched so you can follow up on your delivery directly if required.

The Saffron Souk’s shop fronts are based throughout the GCC and so delivery times can vary from shop to shop. To check the delivery times related to the products you’ve purchased, check the product description or shop policies.

If you’d like to check on the status of a dispatched order, the parcel tracking details will have been sent to you via The Saffron Souk messaging system.

For postal deliveries, please take your registered post number to the counter to claim your parcel, even if you haven’t recieved the usual paper slip in your PO Box from the post officer.

Custom made and personalised items have a lead time for their production prior to shipping. Please check the product details and shop front policies for details.

Please allow for delays in delivery during public and religious holidays.

saffronsouk.com is stocked by hundreds of independent shop fronts and each shop front dispatches their orders directly to their customers. If you have made purchases from more than one shop front, your order will be delivered in more than one parcel.

When a seller ships your order, they message you with the parcel tracking details so you can check the status of the delivery. Often, a courier will have attempted to call you or to make a delivery but if you’ve missed them, contact them with your tracking details to schedule a delivery.

If there’s an item missing from your order, please contact the seller of the missing item by clicking the ‘message shop’ button on your order details or on their shop front pages and let them know. If you have any trouble, please contact us.

Don’t forget that if you’ve made purchases from more than one shop front, your order will be delivered in more than one parcel.

It’s essential for us here at Saffron Souk to have happy customers.

The Saffron Souk has terms relating to returns and refunds that govern the marketplace and each shop fronts has their own shop policies specific terms for the products they sell.

In the unlikely event that your purchase is faulty, damaged or not as shown or described, you can return it and receive a replacement or a refund. There are restrictions for returning edibles, bath & body products and custom made or personalised products.

For more information, please read our terms here. Please also see the sellers policies in their shop front.

To make a return, please message the shop front directly within 48 hours of receiving your order by clicking ‘Message Shop’ in your order details or on their shop front pages. The seller will guide you with the next steps, for you to return the product and usually to receive either a replacement, exchange or refund.

If you’ve chosen to collect your order from a seller, they will message you with the full collection address and collection times available after you have made your purchase online.

Please note, collection points are for collecting orders only and purchases at these locations are not permitted.