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Here are answers to some common questions

If you have a question that is not covered here, or if you would like additional information, please feel free to contact us at customercare@saltstreet.com

How do I make a purchase?

Shopping at Salt Street is easy …

- Either enter one of our Stores on our virtual street or use the Stores/Brands lists on the left to browse our products. Alternatively, if you know what you are looking for you can use the Search function to locate a specific product

- Once you have found an item you like, select your size and click on Add to Shopping Bag

- Review the items in your Shopping Bag by clicking on Shopping Bag in the top right hand corner.  Here you will see a list of items you have selected and you can review/amend your order

- Once you are happy with your order click on 'Next' to complete your order and make your payment

- Payments are made through PayPal which is a fully secure, internationally recognized payment gateway

- If you do not already have an account with PayPal you will need to create one and register your credit card details.  The process is very simple and should not take more than a few minutes.  If you are a first time buyer and your purchase is of a high value you may need to wait a day or two for your account to be verified.  This is for your own protection to ensure that your card is being used in the proper way.  Once this process is completed you will be able to shop at any time with the card you registered.  If you encounter a delay and there are items that you would like to be reserved during this time please email us at customercare@saltstreet.com

- Once payment has been made we will email you to confirm your order has been accepted. Then all you need to do is wait for your order to arrive 

Can I order by telephone?

Unfortunately we cannot accept orders over the phone.

Do I need to create a Salt Street account to place an order?

Yes we will need to take information from you in order to deliver your order and contact you by email. Registering these details will also allow you to:

- Track your order and review past purchases

- Build a personal Wish List

How do I know the products you sell are authentic?

As an authorized online distributor for all of the designers we feature, we unconditionally guarantee that every item we sell is 100% authentic. Please note that we are unable to comment on the authenticity of any items not purchased from SALT STREET.

Which size should I choose?

All products are sold by the international sizing scheme used by the designer but to assist you with selecting your correct size we have converted any non standard sizes to UK. As sizes can vary by designer, wherever possible we will also provide the measurements of the garment.

How do I know if an item is in stock?

All items are in stock unless marked "Sold Out" or “Coming Soon”. If an item is displayed as Coming Soon you may be able to purchase it on a pre-order basis. This means that you can place your order before items are available to ship. The amount will be charged to your card and the item will be dispatched as soon as it arrives in stock.

Please be aware that even if an item is in your Shopping Bag it can still be bought by another customer until you have completed your order.

What if I want to buy an item that is marked 'Sold Out'?

Like any shop, our inventory is limited and if an item is marked as 'Sold Out' then it is typically no longer available. Some items are not re-stocked simply because they are limited edition, one offs or no longer available, though others may be on order. If the product you want to buy is out of stock, please email us at customercare@saltstreet.com and we will try to accommodate your wishes.

I purchased an item but then received an email saying it has Sold Out

Please be aware that even if an item is in your Shopping Bag, it can still be bought by another customer until you have completed your order. In such an instance every effort will be made to source the item for you and you will be kept up to date by us. If it is not possible to source the item for you a full refund will be given.

What payment methods does Salt Street accept?

We accept Visa, MasterCard, American Express and Discover.

Is it safe to use my credit card online?

Secure Socket Layer (SSL) Web Server Certificates, such as the one used on by PayPal are the highest standard for secure data transmission over the internet and encrypt all data sent to and from the web site. When you are asked for your credit card details, you will notice that the URL prefix (located in your address bar) will change from the standard http:// to the secure https://. This means that you are in secure mode.

I want to make a purchase but don't have a credit card

We do not routinely offer any other payment option, though it may be possible to organize payment via either money order or bank transfer. If you are considering such a purchase, please email customercare@saltstreet.com.

Unfortunately at the moment cash on delivery service is not available.

Which countries does SALT STREET ship to?

At present SALT STREET ships to Dubai, Abu Dhabi, Bahrain and Qatar.

How much is delivery and how long does it take?

Within Dubai:

Deliveries within Dubai are charged at 20 dhs if the total order value is less than 300 Dhs. If it is more than this then delivery is free!

Deliveries are made by our private driver and will arrive within 1-2 days from your date of order (though every effort is made to have your parcel delivered on the next business day).

Outside Dubai:

Deliveries are charged as follows:

Abu Dhabi: 21 dhs for every 300 dhs spent, up to 500 dhs and then delivery is free!

Bahrain and Qatar: 60 dhs for every 300 dhs spent, up to 1500 dhs and then delivery is free!

If you need help calculating your shipping costs feel free to contact us at customercare@saltstreet.com

Upon placing an order you will receive an order acknowledgement and, once your order has been fully processed you will receive another email indicating your estimated delivery date and shipment number.

Please note that your order will only be shipped once payment and delivery details have been approved.

Do you deliver to PO boxes in Dubai ?

Unfortunately not, all deliveries must be sent to a descriptive physical address, accepted in person and signed for. As we are unable to redirect orders once your items have been dispatched, please ensure you provide a suitable shipping address for the specified delivery times and include as much information as possible.

Does SALT STREET ship to multiple addresses?

Unfortunately, you may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place a separate order for each address.

How much duty and taxes will I have to pay?

None if your order is delivered within the Dubai. If your delivery address is outside Dubai as the recipient, you are liable for all import duties, customs and local sales taxes levied by the emirate or country you are shipping to; payment of these is necessary to release your order. For more information, you should consult your local Customs Authority.

Do you offer same day delivery in Dubai ?

Unfortunately not right now but we endeavor to do so in the near future.

Can I come and collect my order from SALT STREET ?

Unfortunately not, we'll let you know if this service becomes available.

Can I track my order ?

Within Dubai: If you have any questions about the delivery of your order within Dubai please contact us at customercare@saltstreet.com and we will get back to you with an update asap.

Outside Dubai: Once your order has been shipped, you will receive email confirmation of your shipping details and an Airwaybill number.

Do I need to sign for my order?

Due to the high value of some of the goods that we sell, we require proof of delivery for all orders. This means we are unable to authorize packages to be delivered without a signature.

Is my package insured?

All items are insured against theft and accidental damage whilst in transit from SALT STREET to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box and then advise us by email to customercare@saltstreet.com.

Can I change my shipping address after my order has been dispatched?

We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

Can I add items to an existing order?

Unfortunately, it is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.

How will I know you received my order & when will payment be deducted?

After you place your order, you will be sent an email order acknowledgement confirming that your order been received. Your card will only be debited once we have received authorization from your bank.

What if an item doesn't fit correctly?

You are free to return or exchange any item as long as you apply for a Returned Merchandise Authorisation (RMA) within 7 days of the date of delivery and the item is in new, un-worn & un-used condition with all tags attached. Within Dubai, this can be done free of any additional courier charge.

How do I return or exchange an item?

Making a return or exchange is easy using our free collection service within Dubai. Please follow the guidelines below:

Returns

Request a Returned Merchandise Authorization (RMA) number within 7 days of receiving your order by emailing customercare@saltstreet.com. We will then arrange for our driver to come and collect the item (if within Dubai). Please prepare your package for the courier and ensure that your RMA number is clearly visible. You will be notified by email once your return has been received and processed and your refund will then be credited to your credit card, excluding shipping costs.

Please note: items to be returned from outside Dubai are not eligible for free collection. If you would like to return an item from outside of Dubai please email us at customercare@saltstreet.com and we will advise you of our delivery address so that you can arrange the delivery. Customer will be responsible for all return freight and import charges.

Exchanges

Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative style, we suggest that you return it and purchase the new item separately.

To exchange an item for another size, simply specify the new size you require when you request your RMA. If the new size is available in stock we will arrange for the returning item to be collected and replaced with the new size. If the new size is not available in stock we will arrange for a refund.

Please note the following important information

• All items to be returned/exchanged must have a Return Merchandise Authorization (RMA) number issued within 7 days of receiving the order. Unidentified returns may be returned to the sender.

• Items must be received by SALT STREET within 14 days of you receiving your RMA number.

• Items should be returned new, unused, and with all SALT STREET and designer garment tags still attached. We do not sell pre-worn garments, also returns that are damaged or soiled may not be accepted and may be sent back to the customer.

• Items must be returned in their original packaging to ensure they are adequately protected in transit.

• Shoes should be tried on a carpeted surface before wear. They should be returned in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without boxes or in damaged boxes may not be accepted, and may be sent back to the customer.

• Briefs, swimming costumes and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip. Returns may not be accepted if this strip has been removed or if items are soiled, and may be sent back to the customer.

• Where provided, belts and any designer packaging such as authenticity cards, dust bags and leather tags should be included with your return.

• Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.

• Free collection does not apply to items returned from a different country to the original shipping destination.

• We may not accept merchandise which is not received in the above specified conditions. Furthermore, to ensure that your return is adequately protected in transit, we recommend you send your items back to us in the original packaging provided.

Can I return a SALE item?

Unfortunately we are not able to offer returns or exchanges on sale items.

Will I be refunded the full value of my order?

All correctly returned products will be refunded to the purchaser's credit card, excluding shipping costs.

Outside Dubai, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly.

Does SALT STREET have seasonal sales?

SALT STREET, like offline shops, offers seasonal sales. Please note that SALT STREET cannot guarantee that its prices will be equivalent or equal to offline boutiques when they go on sale. Also, due to the limited and exclusive nature of our stock, we can't guarantee that an item will still be available for purchase during sale.

What if I've forgotten my password?

If you have forgotten your password, simply click on the 'FORGOTTEN PASSWORD' link on the SIGN IN page.

© 2009 SALT STREET.com. All Rights Reserved. Not to be reproduced. All third party trademarks mentioned or displayed on this Site are the property of their respective owners.

SALT STREET reserves the right to make changes to this policy, notably in line with any revised legislation. Please check back from time to time to ensure you are aware of any changes in our terms & conditions or privacy policy. Your continued use of our site will signify your acceptance of these changes.

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