Welcome to Salsa help center!
Select the topic that you need for our assistance.
How can I check the status of my order?
Enter the My Account area and select Purchase history.To view the details of your purchase and the shipping information select the option Details.
Is there any shipping costs for my order?
For all orders below 399AED, the shipping cost is 23AED.
How can I track the status of the shipping company or have access to the number to track my item?
Log in to your "Customer Area" and go to the "Purchased Items" option where you will find a list of the items you have ordered from our online store. To track the status of your item with the shipping company, select the "Details" option in the order you wish to track, and click on the "tracking" button.
What happens if there is no one there to accept the delivery?
The courier company delivers from Sunday to Thursday during office hours and you cannot pre-book delivery times. The courier will try to deliver the package for two consecutive working days, leaving a notification each time with a telephone number where you can contact. After the third failed attempt, the courier will return the package to our warehouse. You will receive an email from us with the new delivery instructions.
What is the Wishlist and how does it work?
Registered users can save their favorite products by adding them to the Wishlist. To add a new product, just click on the Add to Wishlist link in the selected product page after you have chosen the color and size.
Please remember that adding a product to the Wishlist does not mean reserving the item. Other customers may purchase the same product before you, and therefore the item could be sold out before you decide to order it. For this reason, Salsa Online Store offers you the possibility of receiving an e-mail warning when there is only one item left in the selected size and color combination.
Where can I get the invoice for my order?
If you made your purchase through your customer account, you can go to the ‘Purchased Items’ menu in your ’Customer Area’ where you will find all the purchases you have made on our online store. Your invoice can be found and downloaded by clicking the "Details" option in the order for which you require the invoice, and clicking on the option to download your invoice.
If you have made the order as a non-registered customer, your invoice will be sent as an attachment in the email confirming the dispatch of your item.
If you have any other question regarding the invoice process please contact us using this form, stating your order number.
Can I pay with cash on delivery?
Yes, you can pay with cash-on delivery
When the shipping company will deliver my order?
Your order will be delivered between 3 to 5 working days
I have a problem with the delivery of my order. What should I do?
If you have any question or problem regarding your order please contact us directly by email firstname.lastname@example.org or by phone +971 43410286 7 days a week from 10:00 am till 10:00 pm.
Can I subsequently cancel my order?
As long as the package has not left our warehouse, the order may be cancelled. You can check your order Status in My Account, option View My Orders. Cancellations can be carried out by contacting our Customer Care under phone: +971 43410286
If the package has already left our warehouse, you have to follow the return policy (please see our Returns Policy).
Which are the delivery options available?
You can choose the delivery at any full address and at a Salsa store in the UAE.
The delivery option is chosen while placing your order.
How can I be sure that my card details are secure?
uae.salsajeans.com guarantees the highest security level for every purchase. Payment data are collected through the most technologically advanced codification systems (SSL) and Salsa Jeans Online Store uses a VeriSign secure server and an ATW certificate to ensure maximum protection. Security during the payment process: all data is transmitted in SSL encrypted format.
For payment with Visa and MasterCard only SEC (Secure Electronic Trading) transactions will be accepted. After confirming that the card is part of the SEC system, the system will connect with the issuing bank in order for the customer to authorize the purchase. As soon as the bank has confirmed the authentication, the charge will be made against the card. Otherwise, the order will be cancelled.
When I receive the refund?
The refund can be done in two ways: E-Gift/ Gift voucher or using the same method of payment that you used.
When you are going through the returns process you will be able to select your preferred refund method.
If you choose the E-gift/ Gift voucher refund options, you will be contacted by email and given a code that you will only be able to use on Salsa’s online store, on one or several purchases, until you have used the whole amount of the voucher. This is the quickest refund method, as your code will be sent as soon your package has been received in our warehouse and checked by our quality control department. See e-gift/ gift voucher conditions.
If you prefer, you can request the refund to be paid the by the same payment method used when you made the order. You will be refunded using the same method that you used to pay for the order. In the case of COD the refund will always be in Voucher.
If you have any question or problem related to the refund process, please contact us by email@example.com or by phone +971 43410286 available 7 days a week from 10:00 am till 10:00 pm
What is the CVV/CID/CVC?
The Card Verification Value ou Card Verification Code or the Card Identification Code (CID) is a security
feature for Credit or Debit Card transactions, giving increased protection against Credit Card fraud. The number is generated when the card is issued, by encrypting the Card Number and Expiration Date under a key known only to the issuing bank. Supplying this code in a transaction is intended to verify that the customer has the card in their physical possession.
For MasterCard and Visa Credit and Debit Cards, this is a 3-digit code printed on the back of the card and it appears in reverse italic at the top of the signature panel.
Can I make a telephone order or make an order by e-mail/post or fax?
For technical reasons, placing a telephone order or ordering by email/post/fax is unfortunately not possible.
Do I have to pay extra taxes on my order?
There will be no extra duties charged on your order, if the shipping is in UAE.
I am unable to complete the order using the "Credit Card" payment option.
Check whether all credit card data has been entered correctly.
Will I receive an invoice for my order?
Yes, after we send your order you will have access to your invoice in your customer area in our website.
In your purchase history you will find all the orders that you made on our Online Store. To obtain your invoice please select the order and then choose the option Details. In this option you will be able to download your invoice.
In the case that you did the purchase without being registered, the invoice will be sent by email when we send your order. Please check the email with the subject “Shipping confirmation/Invoice”
Don´t forget to check your spam box if you didn’t find the email.
If you have any more question please contact us using the form contact below.
Which Countries do you ship to?
On the uae.salsajeans.com we only ship to UAE.
Please note that our courier cannot deliver to P.O. Boxes or to General Delivery/Post addresses.
If you are from an European Country and want your order to be shipped to an European country you must go to www.salsajeans.com
Can I exchange one product for another?
To exchange a product you must return the order online and place a new one or you can visit one of our stores to make the exchange with our staff.
How much do I have to pay for return shipping?
Returns in our UAE Salsa stores are free.
If you want us to collect a return from your adress, you need to go to your account and ask for a Return.
The return fee has a 23AED cost
What exchange and returns conditions apply in Salsa stores?
The conditions for purchases, exchanges and returns applicable in each Salsa store are specific to each country and type of store, and can be found in store. You can also find exchange and returns conditions on the back side of your receipt, so that you can consult them at any time after your purchase.
The conditions for exchanges and returns applicable in each Salsa store are specific to each country and type of store, and can be found in store.
Exchanges, returns or warranty processes in a different country or store type to the one in which the purchase was made are not accepted.
If you have any additional question please contact us using this form stating your question, item reference, the date and the store in which you purchased your item.
Can I exchange an item bought in a different country?
Exchanges and warranty/ after-sales service requests are only available in stores of the same type and within the same country.
For example, exchanges or complaints of an item bought in a non-outlet Salsa store in Portugal can only be made in the same type of store in Portugal, and not in outlet stores or El Corte Inglês.
My item is faulty. What can I do?
You can either Call us at 800725725326 available 7 days a week from 09:00 am till 6:00 pm or send an email to firstname.lastname@example.org
When will I be refunded for my order?
When your returned items have reached our warehouse and have been checked by our quality control department, you will be refunded within 15 days.
As soon as the refund has been made you will receive a confirmation email.
If you have any question or problem related to the refund process, please contact us using this form stating your order number and your question.
When will the shipping company come to collect the items I wish to exchange or send back?
When you complete the return process you will be shown the method and date of collection. Collection will usually be on the following working day.
At the end of the process, an email is sent with the confirmation of your exchange/ return. In this email you will find all the details relating to the process of your refund.
These details can also be used to change the collection date and address of your order.
If you have any additional questions or if you opted for home collection more than 2 working days ago and the shipping company still has not collected the item, please contact us by email to email@example.com of by phone +971 43410286 available 7 days a week from 10:00 am till 10:00 pm
Am I able to exchange or return items after 30 days?
The maximum time frame for exchanges or returns if you are unsatisfied with the items you purchased on our online store is 30 days after you have received them.
After this timeframe it will no longer be possible to exchange or return your items.
However, if your item is faulty, please contact us using this form. In order for us to respond as quickly as possible, please attach photos of the item that appears to be faulty.
Where can I find the campaigns that Salsa is taking place?
See all the available campaigns here.
I am unable to use a discount on a sale item
If it is a campaign discount, please check the terms and conditions of the campaign.
If you have any additional questions related to this topic you can contact us using this form.
What advantages do registered users have?
We can have access to all your order information online
I am having problems logging in
If you are having problems with the log in process, please contact us using this form explaining the problem and stating the email address you used to create the account.
I have forgotten my password. What can I do?
You can request a new password by clicking in the Enter menu, followed by the ‘Forgotten your password?’ icon. Soon after you will be sent an emailing containing your new password. Make sure that Salsa’s email does not go to your junk or spam folder.
If you are having problems requesting a new password, please contact us using this form describing the problem and stating the email address you used to create the account.
Can I view my previous orders?
If you have registered on Salsa Online Store and you complete your orders while you are logged in, all the information regarding your order history will be stored in My Orders.
My product has a problem. What can I do?
If you have any question about the item you bought in a Salsa Store, please go to the store with the item and your receipt, where the employees in store can help you.
Don’t forget, this can only be done in the same type of Salsa store in the same country of purchase.
If you have any question related to your item and you think we can help you from a distance, please contact us using this form, stating the item reference, date, the purchase store and your question.
I have questions about an item bought in Salsa’s online store
If you have any questions related to an item bought from our online store, please contact us using the form below, stating your questions and the item reference and the number of the order in which you acquired the item.
If possible, to allow us to respond quicker, please attach photos showing the problem in question.
Denim items tend to lose their colour with use and this is due to the particular dying process using Indigo, where some particles on the surface are lost with each wash.
Salsa advises you to always wash your jeans inside-out so as not to fade. Take them out of the washing machine as soon as the programme finishes so they do not get creased.
When washing your jeans, use as little detergent as possible, preferably neutral or non-biological. Dry inside-out and never exposed to direct sunlight.
Always follow the cleaning instructions in the label and pay special attention to jeans with applications or that are torn. Try to wash your jeans as rarely as possible to keep the initial look for longer.
My product is faulty. What can I do?
If you have any question about an item bought in a Salsa store please go to the store with your item and your receipt, where the employees in store will be able to help.
Don’t forget, this can only be done in the same type of Salsa store in the same country of purchase.
If you have any question related with your item and you think we can help you from a distance, please contact us using this form, stating the item reference, date, the purchase store and your question.
Natural plant fibre that is strong and comfortable.
Can be machine washed at a medium temperature with any kind of detergent. Some bleaches can be used on white items, never on coloured items.
Can be tumble dried at a medium temperature.
Since cotton is not elastic, it can become wrinkled after drying so needs to be ironed at a high temperature to regain its original shape.
Natural animal fibre that is flexible and pleasant to the touch.
Care for your woollen items by hanging them on padded hangers, with nothing in the pockets, the buttons/zip closed and without a belt if there is one.
The fibres are very sensitive to heat so items should be dry cleaned or hand-washed in cold water as they can shrink when machine washed.
Do not use bleach on woollen items as it destroys the fibres. Air-dry the items, preferably lying flat and never hung and iron on the "WOOL" temperature while still slightly damp.
It may gradually lose colour and softness with washing.
Natural animal fibre that is light and strong.
Silk is highly reactive to chemicals (deodorant, perfumes etc.) and high temperatures; so silk items should be hand washed or cleaned by professionals. Do not tumble dry or steam iron
Plant-based artificial fibre that is soft and cool.
This fibre loses some resistance when damp and cannot support high temperatures during machine washing or ironing. Should be hand-washed. Do not wring or spin excessively to remove excess water and air dry out of direct sunshine.
Iron from the inside, placing some kind of protection between the item and the iron and iron at no more than 110ºC.
The fabric may shrink or expand if not washed according to the instructions. However, it normally reverts to its natural state if hung for 1 to 2 days.
This kind of care also goes for items with a mixture of viscose, lyocell and modal for instance.
Polyamide/ Acrylics and polyester
These are synthetic fibres that are extremely durable and do not deform easily.
They should always be hand-washed, particularly knitted items to increase the item's lifespan, though these items can also be washed in a machine at medium temperatures. Generally try to use a fabric softener to reduce the static electricity that is common in fabrics such as polyester.
You can tumble dry at a low temperature to remove excess humidity, but dry the rest in the fresh air. This helps the item to maintain its original shape and not wrinkle. If you still need to iron, use a low temperature.
It can normally be hand-washed, but for best results use dry cleaning.
Always follow the cleaning instructions.
Leather and suede items must always be cleaned by a specialist.
The first 2 or 3 washes are fundamental to preserve dyed items such as denim or those dyed with pigments so take as much care as possible.
Although we treat and finish all our dyed items, some natural pigments may still remain and are released in the first few washes.
Therefore it is natural that they lose some colour in this period. Always follow the cleaning instructions for best results.
How can I find out the size for my leg length?
To find out the length of your leg you should measure the inside of your leg, from the crotch to your heel.
Using the measurement of your leg in centimetres, you should choose the appropriate leg length by consulting the table that is available in the Size guide.
My size/color is out of stock. Can I be contacted by email if it becomes available?
If the size/color you would like is out of stock, you can request that we send an email alert if your size becomes available within the following 15 days.
To make this request, you just need to select the size you require and if it is out of stock this option will be shown. All you need to do is enter the email address to which you wish to receive the alert.
If after 15 days the item has not become available the alert will be cancelled. Please check your junk or spam folder in your email and mark our email addresses as safe to ensure that you correctly receive our emails.
If you have any questions related to this topic please contact us using the contact form.
How should I care for my items?
You will find washing instructions that you should follow on the inside label of your item. If you are unsure about anything please contact us using the form below stating the reference number of the item whose washing instructions you are unsure about.
Customer Care Contact
For any further doubt, query or suggestion, please send us your comments. you can call +971 43410286 or our Hotline 800 - SALSAJEAN
Available 7 days a week from 10:00 am till 10:00 pm or you can sent us an email to firstname.lastname@example.org
Hotline 800- SALSAJEAN
Available 7 days a week from 10:00 am till 10:00 pm