Splash UAE: delivery, returns and customer service

Customer service

Splash has a help centre just for the UAE at helpae.splashfashions.com, with articles grouped under orders, payments and returns. The articles we read do not give a phone number, email address, WhatsApp line or opening hours, so the help centre and the contact options it shows are the starting point when you need to reach the team.

Before you get in touch, find your order number and keep the original invoice. Splash asks for the invoice back with any return, so losing it can hold up a refund later.

Delivery charges and same-day delivery

Delivery is free once the order reaches AED 200; below that, Splash adds AED 10. The charge is shown on the checkout page before you pay, next to the order total.

Same-day delivery costs an extra AED 18 and is limited to selected locations in Dubai, Sharjah and Ajman, for orders placed before 12pm. The help page calls it an extra charge, so expect it on top of any standard fee: a AED 150 basket would carry AED 10 plus AED 18, or AED 28 in all, while a AED 250 basket would pay only the AED 18.

Paying cash when the parcel arrives adds a further AED 10 service charge. How many days a standard UAE order takes is not given on these pages; the help centre keeps a separate article on when orders arrive.

Tracking and cancelling an order

The UAE help centre lists articles on cancelling an order and on when it will arrive, but those we opened do not give a cancellation deadline, a tracking method or a way to edit an order after payment. If your plans change, contact Splash through the help centre before the parcel is dispatched. A same-day order placed before noon leaves very little time for changes.

Returns and exchanges

Non-furniture items can go back within 14 days of delivery, in their original packaging. Splash does not exchange products: for a different size or colour, you return the first piece and buy the one you want as a new order.

Some products cannot be returned. Lingerie, underwear, swimwear, beachwear, jewellery and perfume are excluded once the packaging is opened, and so are toiletries and cosmetics, opened nappies and nursing items, and bedding, towels or bathrobes taken out of their packs. Anything worn, damaged by misuse, altered or assembled is refused unless it is defective. A faulty product is accepted, and Splash may inspect it and then repair or replace it at its discretion.

1. Check that you are still within 14 days of the delivery date.
2. Confirm the item is unworn and not in an excluded group such as swimwear or opened perfume.
3. Pack it in the original packaging.
4. Put the original invoice, any accessories, promotional gifts and warranty cards in the parcel.
5. Arrange the return through the UAE help centre; the collection steps are not described on the pages we read.
6. If you wanted another size, place a separate order for it, since exchanges are not offered.

Refunds

The UAE pages we read do not say how long a refund takes or how the money comes back for each payment method. Nor do they say whether Splash hands back the AED 10 cash fee or the AED 18 paid for same-day delivery. Ask the help centre when you arrange the return, and keep your invoice until the money arrives.

Payment methods

Splash UAE takes Visa and Mastercard credit and debit cards, whether issued in the UAE or abroad, as well as cash on delivery, My Credit, gift cards, Shukran points and Tabby. To spend Shukran you need a balance of at least 200; a slider at checkout works out how much of the order the points cover.

Cash is the only method with a fee, AED 10 per order, so a AED 120 basket paid in cash carries AED 20 in charges once delivery is added. Apple Pay and Tamara are not on the published list. For current offers, see the Splash coupon page for the UAE.