Frequently Asked Questions

MY ACCOUNT

Do I need to set up an account?

You do not need an account to shop at Bateel. However, you will be able to enjoy a whole host of additional benefits if you register with us, such as:

  • Reviewing your past purchases.
  • Adding the products to your Wish List and emailing items to friends for their reference.
  • Previewing new collections and receiving emails on our latest news.
  • Saving your address and card details for a faster shopping experience when you visit us next time.
  • Creating a delivery address book to make gifting super easy.

Will my personal data be confidential?

We take data protection very seriously at Bateel. Information you provide to us via our Website is stored on secure servers. Any payment transactions carried out through our Website will be encrypted. 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.

Why will the website not let me register?

It is possible you already have an account registered with us using that email address and password. If so please attempt to log in as an existing customer on the log in screen.

What should I do if I am having trouble logging into my account?

If you are a registered user and forget your password, click on "forgot password" and you will receive an email with instructions on how to reset it. For any other technical difficulties, please contact our customer service team on customercare@bateel.com and they will endeavour to assist you.

How can I update my account?

Once signed in, you can access your account details by clicking on your name in the top right hand side of the page. Once you have accessed your 'account', you can go to 'account information' to update your details.

PLACING AN ORDER

How do I search for a specific item?

Using the search bar in the top left hand corner of the page, you will be able to search by the type of product you are looking for. You can also use our filters and categories to help you find the perfect gift for your special someone or budget.

How will I know if an item is out of stock?

In rare cases, a product may be available when you place an order but sold out by the time we process the order. Should this happen, our customer service team will notify you directly and at the earliest opportunity.

How do I make a purchase?

It couldn’t be easier to make a purchase with Bateel. Browse the site via the product categories i.e Dates, Gourmet Food, Gifts, etc. Click on your desired item, select the size and click ‘Add to Cart’. Your chosen item will appear in your shopping cart shown on the top right of the page.

Simply continue shopping by clicking on the next product category you wish to explore. When you are ready to place your order, select the Checkout option in the top right of the page.

Follow the simple prompts to complete the checkout process. For further help or technical issues, please contact our UAE customer care team on +97148858737 or email customercare@bateel.com.

What Payment methods does Bateel accept?

We accept payment using all major credit and debit cards.

How do I select a currency?

The currency will default to the currency of the region you are shopping in which you can change at the top right hand side of the homepage.

How will I know if Bateel has received an order?

After placing your order, you will receive an email to inform you that your order has been received. If paying by payment card, your order will only be accepted once your card payment has been approved, the delivery address has been verified and the items are located and shipped. In the event of a problem however, you will quickly be informed and your payment will not be processed.

How quickly do Bateel process the order?  

All orders are processed within one working of receiving them. In rare cases due to stock availability or large quantities requested, this may take one to three working days.

I have an urgent requirement for an item, can Bateel help you?

Please contact our UAE customer care team on +97148858737 or email customercare@bateel.com and they will endeavour to meet your requirements.

What do I do if I have not received my order?

Please contact our UAE customer care team on +97148858737 or email customercare@bateel.com if you have not received your order within 5 working days.

Am I able to place an order vie telephone?

Yes, simply call us with the details of the items you wish to order. Our UAE customer care team is available on +97148858737 or email customercare@bateel.com.

SHIPPING

How can I track my order?

A tracking number will be provided by SMS or email. You will then be able to use the tracking number to track your order by contacting our UAE customer care team on +97148858737 or email customercare@bateel.com.

How much is shipping?

Shipping is automatically calculated as you process through the Checkout steps. Kindly check our Shipping policy following the link.

Does Bateel ship to multiple address?

Yes, you can ship to multiple address. You have this option through the Checkout steps. Shipping costs are per shipment, or an individual package to an individual address; orders with multiple shipments will incur multiple shipping charges.

RETURNS

What is the return policy?

If you are not completely satisfied with the quality of your order upon arrival, please contact Customer Care (customercare@bateel.com or +97148858737) within 48 hours of receipt, with a detailed description and photograph(s) evidencing your dissatisfaction, for assistance with a replacement or exchange. 

Due to the perishable nature of our products, all claims submitted without proper support will not be eligible for reshipment.

Bateel reserves the right to limit replacements. Bateel is not responsible for failed deliveries when:

  • 1. You provide an incorrect or outdated address;
  • 2. Your recipient is out of town or not available
  • 3. You do not provide a corrected/new delivery address within 24 hours of the first delivery attempt.

Shipments that are returned or require rerouting due to incorrect addresses will be subject to additional charges for reshipment and/or relabeling for the carrier.

What should I do if my item is damaged?

All of our products have been thoroughly transit tested and carefully packed to ensure they arrive with you in perfect condition. In the event that your order does arrive damaged, please don’t worry. We guarantee we’ll put it right for you –replacing or refunding as appropriate. It’s really beneficial to us if you can take some photographs to show us the damage, it will help in working out how the damage may have happened, and then contact us on +97148858737 or email customercare@bateel.com. – we’re here to help!