Frequently Asked Questions

To assist you in finding the answers you require, we have divided our FAQs into categories. Please select the category below that best reflects what you are searching for.

  • Registration & Account
  • Order Placement & Modification
  • Payment
  • Shipping
  • Customs / Taxes / Documents
  • Returns / Cancellation / Refunds
  • Discounts & Special Requests
  • Complaints

REGISTRATION & 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 host of additional benefits if you register with us, such as:

  • Reviewing your past purchases.
  • Adding products to your Wish List and emailing items to friends for their reference.
  • Previewing new collections and receiving emails about our latest news.
  • Saving your address and card details for a faster shopping experience when you visit us next time.
  • Tracking your order status, including cancellation requests.
  • Creating a delivery address book to make gifting easier.

Will my personal data be confidential?

We take data protection very seriously at Bateel. All information provided through the website is stored on secure servers. All payment transactions carried out through our website are encrypted. Your card details and passwords are not available to any of our employees. Please note, it is your responsibility to keep any website passwords or login codes confidential. For more details, refer to our Privacy Policy.

Why am I unable to register?

It is possible that you already have an account registered with us using that email address. If so, please attempt to log in as an existing customer on the login 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 care team on customercare@bateel.com for further assistance.

How can I update my account?

Once signed in, you can access your account details by clicking on your name appearing on the top right-hand side of the page. To update your details, click on “Account Information”.

ORDER PLACEMENT & MODIFICATION

How can I place an order?

To make a purchase, browse our wide selection of products through the ‘Shop Online’ page on our website. Click on your desired product and select your size preference from the drop-down menu. Add the item to your cart and continue shopping.

When you are ready to place your order, select the ‘Checkout’ option on the top right of the page.

Follow the prompts to complete the checkout process. For further assistance or any technical issues, please contact our customer care team at +97148858737 or email customercare@bateel.com.

How do I search for a specific product?

Using the search bar in the top right-hand corner of the page, you will be able to search the product you are looking for. You can also use our Filters & Categories to help you find the perfect gift for any occasion.

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. All orders are processed within 24 hours of order acceptance (Saturday to Thursday, excluding holidays). Should your items be out of stock, our customer care team will notify you directly at the earliest opportunity in order to assist you with a replacement.

How can I make changes to my order?

Once an order has been placed, it cannot be changed. However, if your order has not yet been processed and you contact customercare@bateel.com to request for a modification, we can cancel your order free of charge. You are then able to place a new order.

How can I modify the assortment of dates in my gift box?

Please contact customercare@bateel.com and provide your order details (number), along with specified changes. We will request the changes and update you at the earliest. Kindly note that an order cannot be modified once it has been dispatched.

How can I add additional items to my order?

While we are unable to add items to an existing order,our Customer Care team can assist you with placing a new order for any additional pieces. Kindly contact customercare@bateel.com call +97148858737.

How will I know if Bateel has received my order?

After placing the order, you will be sent an email informing you that your order has been received. If you have made the payment via card, your order will only be accepted once the payment has gone through.

How quickly does Bateel process an order?

All orders are processed within one working day from Saturday to Thursday, excluding holidays. In rare cases due to stock availability or large quantities requested, order processing may take longer. Once your order has been accepted, you can expect to receive it within five working days.

Am I able to place an order via telephone?

If you are facing difficulties placing an order online, you can reach our customer care team at ,+97148858737 or email customercare@bateel.com for further assistance.

How can I order chocolate, sparkling drinks, honey or condiments?

Currently, our chocolate products are only available in our boutiques.

Availability of our sparkling drinks and honey range varies depending on the country’s restrictions.

How can I order Rhutab online?

We are able to deliver our Rhutab variety to certain select locations. For more information, please contact our customer care team at +97148858737 or customercare@bateel.com and specify your shipping location and order details.

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

If you do not receive your order within 5 working days, kindly contact our customer care team at +97148858737 or email customercare@bateel.comPlease note that there may be delays during public holidays.

PAYMENT

Which payment methods does Bateel accept?

We accept payments through Mastercard, Visa, and PayPal.

How do I select a specific currency?

The currency defaults to the region where you are shopping in and can be modified at the top left-hand side of the homepage.

I am unable to complete my payment.

For safety reasons, we have 3D secure protection. Please enter the code that you might have received by SMS to confirm your payment. If your transaction is still unsuccessful, kindly reach out to our customer care team at +97148858737 or e-mail customercare@bateel.com for further assistance.

The payment was deducted from my card, but I did not receive an order confirmation.

We apologise for any inconvenience. Please provide your name and e-mail address to customercare@bateel.com to confirm your payment and order(s).

SHIPPING

How can I track my order?

Once your order has been processed, you will receive a confirmation e-mail with a tracking number to track your order, contact our customer care team at +97148858737 or email customercare@bateel.com and provide your tracking number.

How much does shipping cost?

Shipping fees are automatically calculated during the checkout process. For orders above 7 kg, additional charges may apply. Please see our Shipping & Delivery page for more information.

Does Bateel ship to multiple addresses?

To ship to multiple addresses, you must place individual orders. Shipping fees will be calculated for each order. For further assistance, please contact our customer care team at +97148858737or e-mail customercare@bateel.com

How can I change the shipping address?

Please send your order details (number) and the correct shipping address to customercare@bateel.com. If the shipping address changes to a different country, additional shipping fees may be incurred.

How long it will take to deliver my order?

Bateel utilizes priority shipping to deliver your order within 2-5 working days. However, certain delays make occur due to situations beyond our control. To track your order, please contact our customer care team at +97148858737 or or email customercare@bateel.com.

I need my order urgently, can Bateel help?

For urgent requests, please contact our customer care team at +97148858737 or e-mail customercare@bateel.com.

The address is incorrect in the tracking number. How can I adjust it?

Kindly send your order number and correct address to customercare@bateel.com. Please note that if the correct address is not provided within 24 hours of placing the order, Bateel is not responsible for failed deliveries.

CUSTOMS / TAXES / DOCUMENTS

I was requested to pay duties and TAX by courier company.

Orders shipping outside the United Arab Emirates may be subject to import duties, VAT, taxes and customs clearance charges of the destination country. These additional charges, if any, are the responsibility of the customer. For more information, please share your order number with our customer care team at customercare@bateel.com.

Do I need to present ID when signing for my delivery?

You may be required to present your passport or valid photo ID when signing for selected items or high-value purchases. This may be a requirement from the courier service for added security measures. If this is a gift, please write the recipient’s name when placing the order. If you need to change the name for the delivery, please send an e-mail to customercare@bateel.com.

It is shown that my order is stuck at Customs. Can you help?

Please note that Bateel is not responsible for any Customs delays in your country. For any information on the status of your order, please contact your service provider. If you are having any difficulties, you can reach out to our customer care team at +97148858737 for assistance.

RETURNS / CANCELLATION / REFUNDS

How can I exchange or cancel my order?

If you are not completely satisfied with the quality of your order upon arrival, please contact customercare@bateel.com within 48 hours of receipt, with a detailed description and photograph(s), for assistance with a replacement or exchange. Due to the perishable nature of our products, all claims submitted without proper support documents will not be eligible for re-shipment. Bateel reserves the right to limit replacements. For more details, please go to our Returns & Refunds page.

How soon should I request for a replacement?

All replacement requests must be made within 48 hours of order receipt. Once the request has been accepted by our team, the replacement order will be shipped to the same address. In case a replacement is not possible, a refund will be processed.

When will I receive my refund?

Our refund approval process takes 1-2 working days. Once approved, you will be sent a confirmation email with the details. Depending on your bank, you should receive the refund amount within 2 weeks.

DISCOUNTS & SPECIAL REQUESTS

Do you offer discounts?

We have a discount policy for orders above AED 5,000. Kindly send an e-mail to customercare@bateel.com with your requirements and our relevant team will contact you accordingly.

Can you assist with a special order outside of UAE (international)?

Yes, kindly send your contact details to customercare@bateel.com along with your special requirements. We will contact you accordingly.

Can I add a message to my gift?

You can add a personalised gift message to your purchase at the point of Checkout.

Can I add additional greeting cards/gift bags to my order?

Kindly send your order details and specific requirements to customercare@bateel.com for further assistance.

COMPLAINTS

What should I do if my item is damaged?

All of our products have been thoroughly tested for transit and carefully packaged to ensure that they arrive in perfect condition. In the event that your order arrives damaged, we will take care of replacing or refunding your order accordingly. Please share any photographs of the damage with our customer care team at customercare@bateel.com for further assistance.

I received the wrong order. What should I do?

We apologise for the inconvenience and will rectify the matter. Please share photographs of the received order along with your order number to customercare@bateel.com.

Your order is guaranteed to arrive in perfect condition at the specified shipping address provided. In case of any other queries or requests not listed above, kindly contact our customer care team at +97148858737 or email customercare@bateel.com. We would be happy to assist you.