Frequently Asked Questions (FAQs)

Do I need an account to place an order?

No, all you need is an email address, your accurate name and payment card details. However, we recommend that you register for an account to start adding pieces to your Wishlist and so you can also track the history of your purchases. If you need further assistance, please contact our customer care team any day (Excluding Fridays and Public and National Holidays) from 10 am- 6 pm or WhatsApp us on 0097450019079 or call us on 8000889, or email us on CustomerCare@salams.com

I have forgotten my password: what should I do?

Simply follow the 'Forgot your password?’ link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.

How can I place an order?

It is super easy. Please follow the 5 simple steps below

  • Choose a category or brand name from the top navigation menu or search to explore different item details.
  • Choose your preferred piece and the size and colour.
  • Click ‘Add to bag’ and once you have added all desired items, go to “Checkout”.
  • Sign in to your account or, if you do not want to create one, you can still proceed with “guest checkout”.
  • Enter your address, payment method and delivery details to complete your order.

Are there any delivery charges?

Delivery charges are enlisted below for your kind reference:

Location Delivery Window * Cost
Within Doha Within 24 hours of order confirmation Free delivery for orders over QR 500 and QR 20 charge for orders below QR 500
Outside of Doha Within 24 hours of order confirmation QR 40 charge

If I am not sure about my size fit, how can I check it out

Please click on ‘Size Guide’ on the item’s page to check the size conversion chart.

What is the currency I can shop in?

We accept only Qatari Riyals.

Which payment method is accepted?

  • Visa
  • MasterCard

How can I ensure that my personal details will stay safe?

We guarantee full security and safety for all personal information of our valued customers. Your personal data is kept private and confidential and only give it out with your consent or if legally permitted to. Any payment transaction carried out on our Website will be encrypted using MPGS 3DSecure technology. Your card details and passwords are not available to any of our employees. However, please do note that it is your responsibility to keep any Website passwords or login codes issued to or chosen by you, confidential. For further details, please see our Privacy Policy.

Will I earn points on my Reward Card when purchasing online?

Yes, your points will be added. Please contact our customer care team any day (Excluding Fridays and Public and National Holidays) from 10 am- 6 pm or WhatsApp us on 0097450019079 or call us on 8000889, or email us on CustomerCare@salams.com.

How do I know if my order is confirmed?

Upon payment, your order summary will show on your page and accordingly you will receive an order confirmation email listing the ordered products, the selected delivery method and the total amount of your order.

How do I add/modify/cancel a payment method?

If you have registered your account on our website, you have the option of registering a payment method at the payment phase during the registration process by checking the box "save this card for my next purchase".

What do I do if I am having trouble with my credit card information for my online order?

If you receive an error message related to credit card authorization failure, double check that the billing address on the credit card matches your account billing address, try re-entering your CVV or security code, and be sure that the card is current and valid.

Please note that some financial institutions require customers to activate their card for online shopping, and they may set a daily limit.

If my order has been cancelled due to the unavailability of a product, will I still be charged?

Within our Exchange and Return policy, your right is reserved and a full refund of your purchase (along any delivery charge incurred) will be refunded.

How do I return or exchange an item purchased online?

Exchange and Return process is very easy:

  • Book a return pick up
  • Prepare your item with all tags and item related assets (shoe box, dust bag, etc..)
  • Wait for confirmation from our side on eligibility of return
  • For further details please check our Return and Exchange Policy and Process Section

If you need further assistance, please contact our customer care team any day (Excluding Fridays and Public and National Holidays) from 10 am- 6 pm or WhatsApp us on 0097450019079 or call us on 8000889, or email us on CustomerCare@salams.com.

When will I receive my refund?

Refunds are issued via the original payment method and will normally appear within 5 business days, depending on the processing time of your payment provider.

To ensure your refund is as quick as possible, it needs to meet the conditions of our  Return and Exchange Policy and Process .

Can I exchange or return the products orderd online in the physical store

Yes, please ensure you have your e-invoice (Order confirmation) and that you adhere to all points mentioned in the Return & Exchange Policy & Process

What do I do if I missed the delivery of my order?

If you have missed the delivery appointment, please contact our customer care team to schedule another delivery timing, however please note that if re-delivery charge will be incurred as per our Delivery Policy

Upon the purchase of fragrance and cosmetics, how do I get my free samples?

Upon every order purchase, samples automatically added to your basket and you will receive up to 3 samples. (*Subject to stock availability and are dispatched exclusively with merchandise purchases)

Quantities are limited and the selection changes often. Only one of each sample can be added per order. Substitutions will be made for out of stock samples. Due to the limited nature of these free samples, we do not replace samples for any reason, including if they arrive damaged

Can I have my order gift wrapped?

We are happy to offer free gift wrapping and you can request for it during the online checkout stage. Simply check the appropriate box during the online checkout.

If no packaging box is selected, your products will be packaged in a Salam Stores bag. You may also include a personalized message for your recipient.

Products from the same order may not be wrapped individually. Boxes are not provided for products with an exceptional format (that do not correspond to any available package format)