FAQs

ORDER

I have received a wrong item

If you receive the wrong item, please visit the Contact Us section and send us an e-mail with your order details subject as "incorrect items received" as the return reason. Our team will look into your request and get back to you in 2-3 business days. Please note, the item must be returned in the same condition it was received in within 14 days of receipt for a full refund including, where applicable, original Order delivery charges, cash handling fees, taxes and any duties..

I have a missing item in my order

For any missing items in your order, please visit the Contact Us section and send us an e-mail with your order number and the missing item's name and number. Our team will look into your request and back to you in 2-3 business days.

I have received a damaged item

If you receive a damaged item, please visit the Contact Us section and send us an e-mail, Subject "Parcel damaged on arrival" as the return reason. Please note that depending on stock, a replacement may not be available, and that defective items may also benefit from a manufacturer's defects warranty.

How do I place an order as a gift?

Once you have completed your purchase from the checkout page & obtained a confirmation email, please visit the Contact Us section and send us an e-mail with the gift note— please note, the request needs to be completed before your item is shipped.

How can I undo an order cancellation?

Cancellation requests are final. To receive the items, simply make a new order.

I placed an order as a gift and I want to make sure that price tags are removed and no invoice is included with the order.

How do I search for a specific item?

The search bar allows you to search by brand, keyword, Product ID or description. The bar can be found on the top-left corner of the website, or at the top of the homepage on the app.

How will I know if an item is out-of-stock?

Any item that is sold out will mention Out of Stock on the product page. In rare cases, a product in your cart may become out of stock as you're in the check-out process and a notification will pop up during the process.

Are gift cards available?

Currently, gift cards aren't available. However, we are working to add this feature so stay tuned! For more on gifting and rewards.

Where does Botsi ship to?

Botsi is exclusive to the UAE. For orders outside the UAE Please contact our customer service team on info@botsidesign.com our customer service team will assess your request, location of delivery, Order Size & then confirm feasibility along with the shipping charges.

How do I make a purchase?

Simply browse the site, click on the desired item then click on the Add to Bag button. The item will then be in your cart, which you can visit by clicking on the bag icon on the top-right corner on desktop of the website. Continue shopping and once you're ready to place your order, revisit your cart and press on Secure Checkout. Follow the simple prompts to complete the checkout process.

How will I know if Botsi has received my order?

After placing your order, you will receive an e-mail to inform you that your order has been received. However, this does not mean that your order has been confirmed. If paying by payment card, your order will only be accepted once your card details have been approved, the delivery address has been verified and the items are located and shipped. From here, you will then receive a second e-mail from us confirming your order. In the event of a problem, however, you will quickly be informed, and your payment will not be processed. For all Cash on Delivery orders, a courtesy emaill will be made to confirm your address and telephone number. Your items will then be dispatched.

Can I change or amend the items in my order once it has been placed?

Currently, this service is not available. To change or add an item, the order has to be cancelled or another order has to be made. However, we're working on developing this option, so stay tuned.

Am I able to place an order via telephone?

Yes, however, this option is only available in the UAE and for Cash on Delivery payments Simply call us with the details of the items you wish to order at our number. Our Customer Service team is available every day from 9am - 6pm, via e-mail at info@botsidesign.com or call us at 971 58 125 2782.

Can I ship an order to multiple addresses?

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

An item I want is out of stock, when will it become available again?

Although items do come back in stock, product availability depends on the brand's stock so we cannot identify when an item will be back on the website. To keep track, simply add the item to your wishlist and subscribe to our newsletters to stay updated. You can also check the New In section every Monday for all new additions. Items that are restocked will feature the Back in Stock tag.

Do the items come in Botsi packaging or brand packaging?

This depends on the item, the packaging is specified on the product's page under the description.

I have placed an order and the amount was deducted, but I did not receive an order confirmation.

We are sorry to hear that, please wait 10-30 minutes as it may be a delay from our system or the payment server’s. If you still haven't received confirmation with your invoice, please contact our Customer Service team through the Contact Us page.

How will I know when the item has been shipped?

You will be sent an email, informing you once the item has been dispatched from our warehouse.

PAYMENTS

How do I use my store credit?

Store credit, it will be issued in the form of a digital voucher, which can be used for future purchases on our website.

To use your store credit balance you can follow these steps: log into your account, add your desired items to cart and visit your shopping bag. There, select the option proceed to the checkout to use discount code(digital Voucher). Your amount will automatically be deducted from the total cost of your order. For more help, feel free to call our Customer Service team.

What payment methods does Botsi accept?

We currently accept payments through Visa, Mastercard, American Express, Cash on Delivery in select regions & store credit. Cash on Delivery is only permitted for orders of up to 50,000 AED in the UAE. Cash on Delivery is currently not available outside of UAE

Why is my payment declined?

This may happen for a few reasons, like the CVV number not matching your card, the card number is wrong, or that your card has insufficient funds. In these cases, you will see an instant message on your order review screen. If the error presists, please contact your bank to see if there's an issue with your card.

Why is the discount code not working?

Discount codes are valid only in accordance with their terms, until the date stated, are not redeemable for cash and cannot be used in conjunction with any other offer, sale or promotion. Some codes are also only available for a single use.

Can I use more than one discount?

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

SHIPPING & DELIVERY

I missed the delivery, how do I get the order reshipped?

For the UAE, if you have your delivery attempt, please get in contact with us to rearrange your delivery. For any re-shipping cost there would be additional cost to be paid by the customer, as applicable by the carrier/shipping provider.

How do I change my order delivery timing or date?

To change your delivery time, please get in touch with the Customer Service team and they will fulfil your request. Please note, this can only be done before the order is shipped.

I didn’t receive the free gift with purchase (Where applicable)

If you have not received your free gift, it means the stock has finished. Please note that gifts are only available until stock lasts.

How do I cancel my order?

You can cancel your order when your order status is set as Ordered, before it's shipped. To cancel, simply visit the Order Details page through My Account, and select the Cancel button. If the payment has already been deducted from your account, you will be refunded in 7-10 working days.

If your order has already been processed and shipped, please wait for delivery then schedule a return by contacting our customer service team.

My order was delivered to the wrong address.

Please get in touch with our Customer Service team and have your Order ID and the correct address ready. We will look into your request and get back to you within 4 working days.

How do I track my order?

Once your order is shipped, we will provide you with a tracking number and instructions on how to track your package.

You can track the status of your shipment by visiting the carrier's website and entering the provided tracking number.

Please allow some time for the tracking information to be updated after your order has been shipped.

I have not received my order.

Orders made within UAE

Standard Delivery: 1-5 business days (within Dubai)
Standard Delivery: 3-5 business days (Other Emirates)
If we were unable to reach you at the scheduled delivery time or — if you miss all delivery attempts, the package will be returned to our warehouse and your order will be cancelled. You will then receive your refund within 7-10 business days.

How do I change my delivery address or scheduled delivery date?

Simply contact our Customer Service team to change your address or reschedule your delivery. However, if your order has been shipped you will not be able to change your address. Please note, any address changes need to be within the original country of delivery.

How much is the cost for shipping and returns?

Cost for shipping & returns is based on the cost shared by the provider calculated basis the delivery location & proximity

How long does it take to deliver my order?

Please see the delivery timelines below within UAE:

Standard Delivery: 1-5 business days (within Dubai)
Standard Delivery: 3-5 business days (Other Emirates)