Shipping policy

Last updated: August 2026

At Silver Gardens, we take special care when preparing and delivering plants because every order contains living products that require careful handling.

This Shipping & Delivery Policy explains how delivery works for orders placed through silvergardensae.com.

Silver Gardens is operated by Silver Land Landscaping LLC, Dubai, United Arab Emirates.

Nothing in this policy limits any rights available to customers under applicable UAE consumer protection law.

1. Delivery Area

Silver Gardens delivers across the United Arab Emirates, subject to location, product availability, order size, access conditions and operational availability.

Our current delivery network includes:

• Dubai
• Abu Dhabi
• Sharjah
• Ajman
• Umm Al Quwain
• Ras Al Khaimah
• Fujairah
• Al Ain

Certain remote or difficult-to-access areas may require additional delivery time or special arrangements.

If we are unable to deliver to your location, we will contact you as soon as reasonably possible.

2. Free Delivery

Silver Gardens offers free UAE delivery on orders of AED 199 or more, subject to the delivery area being within our normal service network.

Orders below AED 199 may be subject to a delivery charge, which will be displayed during checkout before the order is confirmed.

Additional charges may apply only where clearly disclosed and reasonably necessary, for example where:

• the location falls outside our standard delivery area;
• specialist access or handling is required;
• a delivery must be reattempted due to customer unavailability or incorrect information; or
• a separately quoted installation or landscaping service is requested.

Silver Gardens will not add undisclosed delivery charges after an order has been confirmed.

Under UAE e-commerce law, additional logistics charges may not be imposed contrary to the charges disclosed by the merchant in the digital contract or terms and conditions.

3. Delivery Timeframes

Our current approximate delivery schedule is:

Dubai

1–3 working days

Abu Dhabi

Deliveries are scheduled approximately once per week.

Sharjah

4–5 working days

Umm Al Quwain, Ras Al Khaimah, Fujairah & Al Ain

Deliveries are scheduled approximately every 2 weeks.

Other UAE Locations

Delivery timing will depend on our current delivery route and operational availability.

Where required, our team will contact you with further information.

These delivery timeframes are estimates rather than guaranteed delivery dates unless we expressly confirm otherwise.

Delivery time may vary depending on:

• product availability;
• plant preparation;
• repotting requirements;
• order size;
• delivery location;
• public holidays;
• traffic;
• weather;
• access restrictions; and
• seasonal or operational demand.

If there is a significant delay affecting your order, we will make reasonable efforts to contact you.

4. Working Days

Where this policy refers to working days, this means normal Silver Gardens operational working days and excludes circumstances where delivery operations are unavailable because of public holidays, exceptional closures or circumstances outside our reasonable control.

5. Plant Preparation Before Delivery

Live plants may require preparation before delivery.

Depending on your selected configuration, this may include:

• quality inspection;
• cleaning;
• watering where appropriate;
• preparing the nursery container;
• repotting;
• placement into a decorative pot;
• adding decorative stones or pebbles; and
• securing the plant for safe transportation.

Preparation time can therefore differ between orders.

Our priority is to deliver plants in suitable condition rather than rush preparation where doing so could compromise plant quality.

6. Delivery Scheduling

Where necessary, Silver Gardens may contact you by:

• telephone;
• WhatsApp;
• email; or
• another contact method provided with your order

to arrange or coordinate delivery.

Please ensure the telephone number and delivery information entered at checkout are accurate.

Customers should remain reasonably available during an agreed delivery window.

7. Delivery Address

Customers are responsible for providing a complete and accurate delivery address.

Please provide relevant information such as:

• villa or building number;
• apartment or unit number;
• community or area;
• emirate;
• location pin where requested;
• access instructions; and
• any other information reasonably required to locate the property.

Silver Gardens cannot normally be responsible for delays caused solely by materially incomplete or incorrect delivery information supplied by the customer.

If you notice an error after placing your order, contact us as soon as possible at:

support@silvergardensae.com

8. Apartment Deliveries

For apartment deliveries, our team will normally bring the order to the apartment door where building access allows.

If nobody is available to receive the order and access has been provided, the order may be left safely outside the apartment door where we reasonably consider this appropriate.

We will not intentionally leave an order where doing so would create an unreasonable risk of:

• theft;
• damage;
• excessive heat exposure; or
• deterioration of live plants.

If access is unavailable or there is no suitable location for the order, we may contact you to arrange redelivery.

A reasonable redelivery fee may apply where the unsuccessful delivery resulted from customer unavailability, incorrect access information or another circumstance outside our control.

9. Villa Deliveries

For orders containing indoor plants, we strongly recommend that somebody is available to receive the delivery.

Indoor plants should not be left for prolonged periods in direct UAE sunlight or extreme outdoor heat.

If nobody is available and there is no suitable shaded and protected location, we may choose not to leave the plants and instead arrange another delivery in order to protect their condition.

Where appropriate, outdoor plants may be placed in a suitable outdoor location if access has been provided and doing so is reasonably safe.

10. Building and Property Access

Some plants and pots can be large, tall or heavy.

Please inform us before delivery about any significant access restrictions, including:

• stairs;
• lack of lift access;
• service-lift restrictions;
• narrow entrances;
• restricted parking;
• loading restrictions;
• building security procedures;
• gated-community access;
• unusually long carrying distances; or
• other circumstances that may materially affect delivery.

If an order cannot reasonably be delivered because important access restrictions were not disclosed, the delivery may need to be rescheduled.

A reasonable additional delivery or handling charge may apply where substantial additional work is required because relevant access information was not provided in advance.

Any such charge will be communicated before proceeding.

11. Large Plants and Heavy Pots

Large plants, statement plants and heavy decorative pots may require additional handling.

Customers should ensure that the intended location is reasonably accessible and suitable for the item ordered.

Our team may decline a requested placement if we reasonably believe that carrying out the request would:

• create a safety risk;
• damage the plant;
• damage the pot;
• create a significant risk of property damage; or
• require specialist equipment or work that was not included in the order.

Where possible, we will discuss a reasonable alternative placement.

12. Placement, Repotting and Installation

Where basic placement, repotting or installation is included with your order, Silver Gardens will perform the service with reasonable care.

Unless specifically agreed otherwise, normal plant delivery or installation does not include:

• construction;
• electrical work;
• plumbing;
• structural alteration;
• dismantling doors or fixtures;
• moving unusually heavy furniture; or
• specialist lifting equipment.

More substantial landscaping or installation work may require a separate quotation.

13. Receiving Your Order

We recommend inspecting your order reasonably soon after delivery.

Please check that:

• the correct products were delivered;
• the correct plant sizes were supplied;
• your selected pot and colour are correct;
• the correct quantities were received; and
• there is no significant delivery damage.

Plants are natural products and may differ slightly in leaf shape, fullness, growth and appearance from the images shown online.

Reasonable natural variation does not by itself mean that a plant is defective or incorrectly delivered.

14. Delivery Damage

We take care when transporting live plants, but minor cosmetic stress can occasionally occur during normal transportation.

Examples may include:

• slight leaf movement;
• small cosmetic marks;
• minor leaf loss;
• minor soil displacement; or
• temporary movement of stems.

These do not necessarily mean that a plant is defective.

If a plant, pot or other item arrives significantly damaged, please contact us as soon as possible.

For delivery-related plant damage, we ask that you report the issue within 24 hours of delivery where reasonably possible.

Please provide:

• your order number;
• clear photographs or video of the affected item;
• photographs of relevant packaging where applicable; and
• a short description of the issue.

We will assess the issue fairly under our Returns, Exchanges & Refunds Policy.

UAE e-commerce rules provide consumers with return or exchange rights in circumstances including where goods arrive defective, incomplete, damaged or contrary to their description.

15. Incorrect or Missing Items

If you receive the wrong:

• plant;
• size;
• pot;
• colour;
• accessory;
• quantity; or configuration,

or if an item is missing from your order, please contact us promptly.

Where the error is confirmed to have been caused by Silver Gardens, we will arrange an appropriate resolution at no additional cost to you.

This may include:

• delivering the missing item;
• replacing the incorrect item;
• exchanging the product; or
• providing an appropriate refund.

16. Failed Deliveries

A delivery may be considered unsuccessful where delivery cannot reasonably be completed because:

• nobody is available to receive the order;
• the customer cannot be contacted;
• the address is materially incorrect;
• building or community access is refused;
• required access information was not provided;
• required Cash on Delivery payment is unavailable; or
• another customer-related issue prevents completion.

Where the failed delivery was not caused by Silver Gardens, a reasonable redelivery fee may apply.

Any applicable charge will be communicated before redelivery is arranged.

17. Refused Deliveries

If a customer refuses an order without a valid reason after it has already been prepared and dispatched, costs reasonably incurred for:

• delivery;
• preparation;
• repotting;
• installation; or
• customised work

may not be refundable where permitted by applicable law.

This does not affect customer rights where the goods are:

• defective;
• damaged;
• incorrect;
• materially different from their description; or
• otherwise non-compliant with the agreed order or applicable law.

18. Cash on Delivery

Where Cash on Delivery is offered, payment must be completed at the time of delivery unless otherwise agreed.

Any Cash on Delivery charge will be clearly disclosed before the order is confirmed.

If the required payment cannot be completed when delivery is attempted, the order may be returned and a reasonable redelivery charge may apply.

19. Delays Outside Our Reasonable Control

Delivery may occasionally be delayed because of circumstances beyond our reasonable control, including:

• severe weather;
• extreme heat;
• flooding;
• road closures;
• major traffic disruption;
• accidents;
• government restrictions;
• public emergencies;
• building-access restrictions;
• system failures; or
• similar operational disruption.

Because plants are living products, we may also postpone transportation where proceeding would create an unreasonable risk to the plant's condition or delivery safety.

Where a material delay occurs, we will make reasonable efforts to contact you.

UAE e-commerce law provides return or exchange protections in certain cases where delivery is delayed to such an extent that the consumer can no longer make use of the goods or services.

20. Order Changes Before Delivery

If you need to change:

• your delivery address;
• contact information;
• plant configuration;
• quantity; or
• delivery instructions,

please contact us as soon as possible.

We will try to accommodate reasonable changes.

However, changes may not be possible once:

• product preparation has started;
• repotting has been completed;
• custom work has been performed;
• the delivery route has been finalised; or
• the order has been dispatched.

Any additional cost caused by a customer-requested change will be communicated before proceeding.

21. Order Cancellations

If you need to cancel an order, contact us as soon as possible.

Cancellation may no longer be possible once:

• a specially sourced plant has been secured;
• significant preparation has begun;
• repotting or customisation has been completed; or
• the order has been dispatched.

Please see our Returns, Exchanges & Refunds Policy for further information regarding cancellations and refunds.

22. Delivery Confirmation

A delivery may be considered completed when the order has been:

• handed directly to the customer;
• handed to somebody authorised to receive it at the delivery address;
• placed in a location agreed with the customer; or
• delivered according to reasonable instructions provided by the customer.

Silver Gardens may maintain reasonable records confirming delivery.

23. Unattended Deliveries

We do not generally recommend leaving live plants unattended.

If a customer specifically asks us to leave an order at an agreed location, we may follow those instructions where reasonably possible.

Once an order has been correctly delivered to the customer's requested unattended location, Silver Gardens cannot normally be responsible for subsequent:

• theft;
• excessive heat exposure;
• weather damage;
• accidental physical damage; or
• deterioration occurring after successful delivery,

except where liability cannot legally be excluded.

24. Caring for Plants After Delivery

Live plants should be moved to a suitable environment shortly after delivery.

Customers should avoid leaving indoor plants:

• inside hot vehicles;
• outdoors in strong direct sunlight where unsuitable;
• in enclosed areas exposed to extreme UAE heat;
• immediately beneath strong air-conditioning; or
• in other unsuitable conditions.

Plant-care information may be available through the relevant product's Plant Care Guide.

If you are unsure about placement or care, please contact us.

25. Third-Party Delivery Providers

Silver Gardens may fulfil deliveries using our own delivery team or authorised third-party logistics providers where appropriate.

UAE e-commerce law permits a digital merchant to provide logistics services directly or through another appropriately licensed provider.

Where a third-party provider is used, information reasonably required to complete delivery may be shared with that provider, including:

• customer name;
• telephone number;
• delivery address;
• location information; and
• relevant order details.

Personal information is handled in accordance with our Privacy Policy.

26. Customer Responsibilities

To help us provide a smooth delivery experience, customers are responsible for:

• providing accurate contact information;
• entering a complete delivery address;
• providing relevant property-access information;
• selecting the correct product configuration;
• being reasonably available for scheduled delivery;
• informing us about significant access restrictions; and
• inspecting the order reasonably promptly after delivery.

27. Consumer Rights

This Shipping & Delivery Policy operates alongside applicable UAE consumer protection and e-commerce laws.

Nothing in this policy is intended to exclude or limit any mandatory consumer rights.

Federal consumer-protection legislation applies to goods and services sold electronically by suppliers registered in the UAE and includes rights relating to correct information and fair compensation for damage caused by goods or services.

28. Changes to This Policy

Silver Gardens may update this Shipping & Delivery Policy from time to time to reflect changes in:

• delivery areas;
• delivery schedules;
• fees;
• operational procedures;
• products and services; or
• applicable legal requirements.

The latest version will be published on our website.

Changes will not retroactively remove rights that already arose in relation to an existing order.

29. Contact Us

For delivery enquiries or questions about an existing order, please contact:

Silver Gardens
Silver Land Landscaping LLC
Dubai, United Arab Emirates

Email: support@silvergardensae.com

When contacting us about an existing order, please include your order number so we can assist you quickly.