Frequently Asked Questions

Orders and Payment Information

How do I make purchases on

We urge that you read our Terms and Conditions before you begin purchasing. You have the option of registering on our site to place an order or checking out as a guest.

Which currency can I buy in? 

Our prices are based on the United Arab Emirates Dirham (AED). For different currencies the final amount billed will be in accordance with the applicable exchange rate on the day the customer’s card issuer processes the transaction, working on the customer’s currency of payment against the rate of exchange to the AED at the time the payment transaction is formally completed.

Which payment methods are acceptable on

Visa, Mastercard, American Express, and PayPal are all accepted. Some credit/debit cards may necessitate authorization from the issuing bank. From time to time, new payment methods may be added.

Can I place an order over phone?

Sure! Our helpful Customer Service Representatives will gladly assist you with this.


How will I know if my order has been received by SHATHA ESSA?

After you place your order, you will receive an e-mail informing you that it has been received. This does not, however, imply that your order has been accepted. If you pay by credit/debit card or PayPal, your order will be accepted only after your card details or PayPal payment have been approved, the delivery address has been verified, and the items have been located and shipped. Following that, you will receive a second e-mail from us confirming your order. However, if there is a problem, you will be notified immediately, and your payment will not be processed. After that, your items will be shipped.

How do I redeem an existing Gift Card?

If you need to redeem a Gift Card, please contact our Customer Service team for help with placing your order.

What do I do if I never received my order?

Please contact our Customer Service team at who will help you in resolving this. 

What do I do if I received a defective order?

Please contact our Customer Service team at who will help you in resolving this.

Is it possible to cancel my order?

If you wish to cancel your order, please contact our customer service team at Please keep in mind that we can only accept cancellations prior to the order being shipped, so please make any order cancellation requests as soon as possible. If your order has already been shipped, we recommend that you wait for it to be delivered and then use our free returns service, following the returns instructions included in your parcel. You will receive your refund once the store has received and processed your return in accordance with our returns policy as provided in our Terms and Conditions. 

Can I use more than one discount?

Unfortunately, you can only use one code at a time.

Can I ship an order to multiple addresses?

No, we can currently only ship to one address per order.

How do I reset my password?

If you've forgotten your password, request a link to reset it or follow the instructions on the 'Sign In' page under 'Forgotten Your Password.'  For any other technical difficulties, please contact our Customer Service team.

Delivery, Shipping, and Duties information

Do you offer shipping to my country or region?

We ship worldwide

Some countries or regions may impose import restrictions as a result of COVID-19, requiring us to temporarily halt shipments to these locations. Please check the delivery details at the checkout to see if we are still shipping to your location.

How do I track my order delivery? 

You will receive regular email updates on the status of your order's delivery. You can also check the status by logging into your account at or on our shipping partner’s website as provided by entering the tracking number that was provided.

How much will I be charged for shipping and returns? 

45 AED with UAE and 200-250 Outside UAE

How long does it take to deliver my order?

Our aim is to ensure that orders are delivered within 7-14 working days, depending on your location and product availability.

Will I have to pay international taxes & duties?

If a customer orders from outside the UAE, they may be subject to customs charges upon delivery, as all of our international (non-UAE) deliveries are DDUs (Delivery Duty Unpaid), which means that the product prices displayed are exclusive of all taxes and duties. 

Returns, Exchanges and Refunds Information

Please refer to our terms and conditions for details on our returns and refund policy. 

Size and Fit Information

How do I make sure I order the right size?

On the product page of every item on, there is a size guide and fit recommendation. Please contact our Customer Service team at if you have a size question. If the item you order does not fit, you can return it for free using our free returns service. Please see our terms and conditions for our complete return policy.

Contact Information

How do I contact your company if my question isn’t answered here?

You can contact us on the details provided below:

Email: or

Telephone: +971.42733892 

Physical Address: Jumeirah Centre, Level 1, Office 3, Jumeirah Road 1, Dubai, UAE.