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Frequently Asked Questions

Shopping Online

Can I amend or cancel my order?

If you wish to modify or cancel your order, please email with the changes you wish to make within 24 hours. If your order has not yet been dispatched, we will make every effort to accommodate your changes. However, we cannot guarantee that the purchase can be modified or cancelled once it has been placed and processed.

Do I need an account to place an order?

No, you can check out without creating an account using the “Guest Checkout” option. However, creating an account enables you to see your order history, track deliveries and save your shipping and billing details.

Can I track my order?

Yes, to track your order, sign into your account and track your order in the dashboard menu. If you haven’t created an account, the tracking link will be included in the order dispatch email you received.

Shipping & Delivery

Do you deliver internationally?

Currently, delivery is only for all 7 emirates.

When will my order be delivered?

Delivery times vary depending on your location.

– Abu Dhabi: Delivery is within 1-3 days for normal orders and 3-4 days for gift arrangements with 30 AED shipping fee.
– Other Emirates: Delivery is with 2-3 days for normal orders with 40 AED shipping fee. Note that gift arrangements can only be delivered in Abu Dhabi.

Can I ship to multiple order addresses?

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


How long does it take to get a refund?

Refunds will only be processed after completing the Return Process and the item/s returned have been approved. After approval, we will issue a refund of the full-face value of undamaged items duly returned (excluding, where applicable, the original delivery charges).

– All refunds will be processed through bank transfer, including Cash on Delivery (COD) payments which will also be refunded in the form of bank transfer.
– The original shipping charge and gift-wrapping fees are non-refundable.
– For debit/credit cards, refunds can take up to 10 business days to reflect in your account. Refund times are dictated by the payment provider and are outside Plum’s control. Once your refund has been processed, you will be notified via email.

Contact Us

How can I get in touch with Plum?

If you have any other questions, please contact us via WhatsApp at +971 50 615 1303 or email us at


Which payment methods do you accept for online purchases?

Visa, Mastercard. We also offer a Cash On Delivery service across the UAE. Please note, payment needs to be made in AED only and personal cheques will not be accepted. Failure to accept delivery or make full payment will result in loss of Cash On Delivery buying privileges and/or account suspension.

Returns & Exchanges

Can I return my items?

At Plum, we offer a “no questions asked” free-returns policy which allows you to return items back to us for any reason up to 7 days after the delivery of your order, with a shipping charge of 40 AED. Please note, while
we offer a 7-day return policy to ensure a smooth online shopping experience, repeat returns will be flagged and can potentially be refused at our discretion.

– In order to qualify for a refund, items must be returned to us within 7 days of order receipt with the following conditions: Items must be unaltered, unused and in full sellable condition (or the condition in which they were received)

– Items must be in their original packaging.
– The return must be accompanied by the original order confirmation.
Note: Gift arrangements and sale items cannot be returned.

I have exceeded the 7 days period, can I still get a refund?

As per our policy, the eligible items can be returned up to 7 days only.

What is the return process?

Email with your order number and a list of the items you wish to return.
– We’ll respond to you within 48 hours to arrange a day for the Courier to collect your items. This service costs 40 AED.
– Hand-over the unused items (in their original condition and packaging) to the courier. Please note, Plum reserves the right to reject the return of any products that do not meet the above requirements.
– Upon receiving and inspecting the items, your refund will be processed within 7-10 business days. Once this is done, you will be updated via email.
– Unapproved items will be sent back.

Can I exchange my items?

We currently do not offer exchanges. All items should follow the returns process and a new order must be placed for the replacement item if needed.

What is the cost for shipping and returns?

There will be a shipping cost of 40 AED for returns. The original shipping/delivrey charge and gift-wrapping fees are non-refundable.


Does Plum offer a gift-wrapping service?

Items can be gift-wrapped in Plum’s original wrapping paper in white or pink. This service costs 20 AED per item. You also have the option off adding ribbons only for 10 AED per item.

Can I return my gift arrangement?

As per our policy, gift arrangements cannot be returned.

Can gift arrangements be delivered to other Emirates other than Abu Dhabi?

As per our policy, gift arrangements can only be delivered in Abu Dhabi.