Help
FAQs
We’re here to help with orders, delivery, returns and anything else.
Account
Can I shop in Arabic?
Yes. Use the language switch in the header. The whole store, including product details and policies, is published in Arabic with a right-to-left layout.
I forgot my password. What now?
Choose Forgot your password? on the sign-in page. We send a verification code to your email or mobile, then you set a new password.
Delivery
How much does delivery cost?
Standard delivery is AED 15 anywhere in the UAE, and free on orders over AED 250. Cash on delivery adds a AED 10 collection charge.
How long will my order take?
It depends on the designer’s processing time and your emirate. Every product page shows an estimate, and you see the same estimate again at checkout before you confirm.
Which emirates do you deliver to?
All seven: Abu Dhabi, Dubai, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah and Fujairah.
Orders
How do I track my order?
Use Track your order with your order number and the email or mobile you ordered with, or open the order from My account if you have one.
Can I cancel my order?
Yes, any time before it is dispatched. Open the order and choose Cancel order. Once dispatched, the return policy applies instead.
Do I need an account to order?
No — you can check out as a guest. An account simply keeps your addresses, orders and wishlist in one place.
Payment
Which payment methods can I use?
Credit and debit cards and Apple Pay through Telr, split payments through Tabby and Tamara, and cash on delivery.
Are my card details safe?
Yes. Card details are entered on the payment provider’s own secure page and never reach Tsamym’s servers. We never store card numbers or CVV codes.
Are prices inclusive of VAT?
Yes. Every price shown includes 5% VAT. Your order summary shows the VAT contained in the total.
Products
How do I choose the right size?
Each designer cuts to their own pattern, so check the Size guide and the measurements in the product’s design details. Message us on WhatsApp if you are between sizes.
How are fabrics sold?
By the metre or in fixed cuts, such as 3 metres or 4 yards. The cut is shown in the size option.
Returns
How do I return something?
Open the order in My account and choose Request a return. The return window for each piece is shown on its product page and on the order.
What cannot be returned?
Used, worn, altered or damaged pieces; hygiene-sensitive products; customised pieces; and anything marked non-returnable on its product page.
When will I get my refund?
Once the returned piece is received and checked, refunds are issued to the original payment method, typically within 7–14 days.