FAQs

Here are some of the most frequently asked questions we get from visitors to our site.
If you can't find the answer to your question here, you can get in touch with us using the details on our contacts page.

01. General information

• How can I contact the Customer Care service?

  • For any queries regarding SacoorBrothers.com do not hesitate in contacting the Customer Care service:

     

    WhatsApp: +971543070861
    Telephone: +97147053900
    Email: customercare@ae.sacoor.com
    

     

    The Customer Care service is available Sunday to Thursday from 9 am to 1 pm and from 2 pm-6 pm (GMT).

• Are online prices the same as the ones in store?
  
  • Yes, but if there is a difference between the prices shown online and those on the items’ labels in-store, the correct price is always the one shown on the receipt.
• Is there any special sale on the online store?
  
  • We don`t have any special sale on the online store.
• How can I make an online purchase?
  
  • You have to be over 18 and provide a home address in UAE for shipping and billing purposes. The items are kept in the shopping basket for 24 hours, but this does not guarantee a reservation. Once you finish choosing the items that you want to buy, click on “Shopping basket” to place the order. You will be shown the price and availability. You will still be able to make changes to your order at this stage. Once you are happy with your order, place it. After you place the order you will receive a confirmation email. You will receive another email once your order has been dispatched which will include a tracking number that will allow you to check the delivery status.
• What is a Wishlist and how does it work?
  
  • A Wishlist is a tool that allows registered users to mark as favourites the products that they wish to buy. This way these products will always be highlighted. To add a new item to the list you have to, after choosing the colour and size, click on the heart symbol which you can find at the bottom of the product page.
    
    We remind you that adding an item onto the Wishlist does not mean it has been reserved as the available stock for the selected colour and size will continue to be available for sale on the online store and may become unavailable. We remind you that the information regarding the availability of any items is shown online.
    
• Can I take advantage of the Tailoring Service on items bought in the online store?
  
  • The Tailoring Service is free for Customers who are members of Sacoor Club.
    
    Customers who make purchases online (except the items of "SPECIAL DEAL") can benefit from our Tailoring Service in-store at any of the Sacoor Brothers locations.

02. My account

• Can I receive emails with the latest updates and offers from Sacoor Brother regularly?
  • Yes. By subscribing to our Newsletter you will receive the latest information about Sacoor Brothers.
• Can I unsubscribe from the Sacoor Brothers Newsletter?
  • On your account, you can easily opt out of the subscription. Provide the required information and save the changes you made.
• Can I recover a forgotten password?
  
  • If you cannot remember your password you can reset it on the Login tab. You will receive an email with instructions for setting a new password.
• How can I register?
  • Click on Register, displayed at the top of the homepage of Sacoorbrothers.com.
    Fill in the required fields of the section "Create new account". Confirm the user account.
    At this point, you will be registered as a Customer of Sacoorbrothers.com.
• How can I access, check and change my personal information?
  • You can access your personal information, change or delete it on the tab “Profile”, displayed at the homepage top of Sacoorborthers.com
• Is it possible to view the details of previous orders?
  • Yes, you can check your past orders within your customer page.
• What happens to my personal information after registration?
  • All of the data that you provide is stored on our systems in a safe manner to avoid you having to re-enter them and making it easier for you to make further purchases.

03. Placing an Order

• How do I place an order?
  
  • Choose the collection (women’s, men’s, children) and the type of item.
    View the item(s) that you like.
    Click on the image of the item to zoom in/out and to see more detailed information. Choose an item and add it to your basket. You can then choose between “continue shopping” or proceed to checkout.
    If you want to proceed with placing the order you do so by signing up.
    Choose the delivery method.
    Choose the payment method.
    Confirm your order.
    You will receive a confirmation email about your order.
• Can I check the status of my order?
  
  • Yes, you can check the status of your order at any point by accessing your customer page. To ask us about the delivery of a parcel, please contact our Customer Care service via:
    
    WhatsApp: +971543070861
    Telephone: +97147053900
    Email: customercare@ae.sacoor.com
    
• Can I remove an item from my basket?
  
  • Yes. Before proceeding with the order you can remove any items that you do not want from your basket.
• Can I make changes to my order?
  
  • Yes, you can make changes to your order before you place it. If you would like to make changes to your order after it has been placed you need to get in touch with our Customer Care team. Changes are only possible to items where a similar one will be chosen, in a different colour or size, and cannot go over the amount paid.
• Can I cancel my order?
  
  • For any questions regarding this subject please contact our Customer Care service via:
    
    WhatsApp: +971543070861
    Telephone: +97147053900
    Email: customercare@ae.sacoor.com
    
• How can I check if a particular item is in stock?
  
  • The sizes that are not available will appear in a grey shade and will be unavailable for selection. When an item is out of stock, it will be removed from our website.
• Will I receive the exact item as shown on the photos?
  
  • Yes, except where items have been manufactured using artisanal methods (brushing, waxing, distressing, etc.) in which some differences from an item to item may occur.
• What should I do if I receive the wrong item?
  
  • In the unlikely event that you receive an item that you did not order, you can return it or exchange it (at Sacoor Brothers stores only) as long as it has not been worn. For further information, please refer to our exchanges and returns policies. You can also contact our Customer Care team with any further questions.
• How can I know my size?
  
  • To best find out your size, there is a link with our Size Guide on every product page.
• I do not want to order now, but I would like to select these items for next time. Is it possible?
  
  • Add the items that you want onto your Wishlist so you know which ones they are.
    Log in or create an account if you want to access it from any device.
• The items added to the basket are reserved for a future purchase?
  
  • No. Adding items onto your shopping basket does not guarantee its reservation or availability. There are items in high demand which can sell out before you place your order, even though they were available when you added them onto your basket.

04. Logistics and delivery

• In what countries is it possible to buy online?
  • You can currently make online purchases in the UAE.
• Where can I receive my order?
  • You can receive your order at your chosen address (home, work, etc. - never in PO boxes), or the Sacoor Brothers store of your choice.
• How much does it cost and how long does delivery take?
  • The delivery times depend on the type of delivery method chosen: 
  •  UAE:
    
    . Collection at a Sacoor Brothers store (for all membership statuses: Platinum, Gold & Silver):
    
        2/5 working days and it’s free of charge.
    
    . Home Delivery
    
        2/5 working days, and it’s according to the membership statuses:
    
        - Platinum & Gold:
    
              Platinum & Gold customers will have free deliveries.
    
        - Silver:
    
              If the order is above 750AED, the delivery will be free.
              If the order is less than 750AED, the cost will be 30AED (no matter if it's home delivery or COD).
    
     
    
    Deliveries are carried out between 9 am and 6 pm. someone will need to be at the specified address to receive the package. During sales periods, delivery can take longer than usual. Our warehouse is closed during public holidays.
• How can I check that I placed my order correctly?
  • You will receive an email confirmation of your order once it has been placed. If you do not receive it, please contact the Customer Care service.
• Can I place an order from one country and get it delivered to a different one?
  
  • No, for the time being.
• How can I track my order?
  • As soon as we start packing your order we will send you an email with details about delivery and a hyperlink through which you will be able to track your order. You can also track your parcel via your “My Account” after logging in to sacoorborthers.com
• How is in-store delivery carried out?
  • If you chose in-store delivery you can check when it is available for collection in your delivery status. You have 15 days to collect your item.
• How long do I have to pick up my purchase in-store?
  • You will have to collect your order within 15 days, after which time your order will be sent back to our warehouse and your order will be cancelled.

05. Returns

• How can I return an item?
  
  • You have 15 days to return an item.
    
    First step: FILL IN THE RETURNS FORM ONLINE:
    Login via the sacoorborthers.com website.
    Choose the option “My Account” on the top right-hand corner of the site.
    Choose the item(s) that you would like to return and tell us why by choosing one of the options available.
    
    Second step: AWAIT CONTACT
    Wait to be contacted within 24 working hours by telephone or email in order to book a collection.
    Please check that your contact information is up to date.
    
    Third step: PLACE THE ITEM IN THE BOX
    Use the box in which you received the item or any other cardboard box that is not damaged.
    Close and seal it with tape.
    Make sure that the box does not have any labels, adhesive or other materials of former purchases and place the Returns label that you received in the box of the original order.
    
    Fourth step: COLLECTION
    The courier company will pick up the package from the designated address on a previously agreed day (working days only). You can also return it at a Sacoor Brothers store (except Outlet & Sacoor One).
    
    Fifth step: REFUND
    We will send you an email receipt confirmation after receiving and analyzing your returned product. Refunds will be issued to the same payment method used to make the purchase. For Cash on Delivery orders, the refund will be issued by bank transfer.
    
    Items (except the items of "SPECIAL DEAL") can be returned at Sacoor Brothers stores (except Outlet & Sacoor One). If you wish to proceed with the return from home please refer to the steps laid out on the website or contact the Customer Care team:
    
    WhatsApp: +971543070861
    Telephone: +97147053900
    Email: customercare@ae.sacoor.com
    
• How can I return an item paid by cash?
  
  • To carry out an order return paid by Cash on Delivery, you only have to follow the same procedure that has been indicated, either in a physical store (except the items of "SPECIAL DEAL") or through "My Account" in our online store. When you make the return request, you will be asked to fill in your IBAN so that the bank transfer is made. After we receive the items back to the warehouse, you will receive an email with the confirmation of the return process.
• When and how will I receive my refund?
  
  • After approving and issuing your refund (the estimated time varies depending on your bank), you will receive a confirmation email indicating that your refund will be in your account shortly after.
    If you returned an item in-store the refund will be issued within 15 working days by bank transfer.
• What do I do if the item received is damaged?
  
  • Sacoor Brothers only sell items that are in perfect condition so, in the event that you receive a damaged item please contact the Customer Care service.
• Does returning an item incur any costs?
  
  • No. Returns are free of charge.
• When will the courier come to collect my parcel for return?
  
  • Sacoor Brothers will contact you to book a collection date that is convenient for you.

06. Exchanges

• How can I exchange an item?
  
  • Items (except the items of "SPECIAL DEAL") can be exchanged at Sacoor Brothers stores (except Outlet & Sacoor One). If you would like to do it from home you can do it on the website. Please follow the instructions provided in the “Returns” section.
• How long do I have to exchange an item?
  
  • Exchanges are accepted within 15 days after the purchase and after receiving the original item.
• Can I exchange my item at any of the Sacoor Brothers locations?
  
  • Items (except the items of "SPECIAL DEAL") can be exchanged at Sacoor Brothers stores (except Outlet & Sacoor One).

07. Payment

• What are the payment options available?
  
  • We accept the following payment methods: credit/debit card & cash on delivery.
• Is it safe to use my bank card on your website?
  
  • Yes, all data provided is encrypted with an SSL protocol. For payment with a credit or debit card, you will need to provide the CVV (Card Verification Value)number, a code displayed on the back of your card that is used as a safety measure for all electronic transactions.
• What do I do if my card is not accepted?
  
  • Your card can be declined for the following reasons:
    
    - It might be out of date. Please check the “end date” on your card.
    - The card might have reached the maximum spending limit. Please check with your bank whether you have exceeded your spending limit.
    - The details provided are incorrect. Please check if you provided the correct details in all mandatory fields.
    
• Can I get an invoice in the name of my company?
  
  • Yes, we are able to provide this, simply write this information on the billing address box.
• How to pay with Paypal?
  • Please follow the following instructions:
    1 - Place your order and choose “Paypal” as your payment method
    2 - You will be redirected to a Paypal secure page where you will have to log in with your Paypal account details and finalise the purchase. If Paypal does not accept the payment you will have the option to select an alternative payment method on the Sacoor Brothers website. The delivery address will the one you provided on the Sacoor Brothers website.

08. Gift Receipt

• What is a gift receipt?
  
  • A gift receipt allows you to send someone a parcel without disclosing the amount paid. You can also add a personalised message.
• How can I place an order with a gift receipt?
  
  • At checkout, you can select the "Include gift invoice" within the "About you" section. If you need more than one gift invoice, please contact the Customer Care team.
• Can I send a message to the recipient?
  
  • Yes, at checkout you can write a short message which will be printed and included in the package.
• How can the person who received the present, return an item with the gift receipt?
  
  • The return of the item must be carried out by the person who bought it. In this instance, to return an item the person who received the present must get in touch with who bought it, so they can proceed with the return according to the relevant terms and conditions.
    The person who received the present can also return or exchange the item in-store at any of our Sacoor Brothers locations.

09. Gift Card

• How do I buy a Gift Card?
  
  • You can buy a Gift Card at any of our stores except Outlets and Sacoor One.
• How do I use a Gift Card?
  
  • You can use a Gift Card at any of our stores or online at sacoorbrothers.com. You can spend it on one or more purchases. After you spend the full amount on it, the card will become inactive. Top-ups are not available.
• Can I return a Gift Card?
  
  • Gift Cards cannot be returned or exchanged.

10. Sacoor Club

• What is Sacoor Club?

  • The Sacoor Club is the loyalty program of Sacoor Brothers, Sacoor Outlet, Sacoor Kids and Sacoor One, launched in 1991. The membership program provides access to unique advantages in all participating stores worldwide. Whether in the UAE, Malaysia or Indonesia, we will always recognize your membership with corresponding benefits.

    Our loyalty program is free to join and is designed to make your shopping experience with us even more pleasurable. Membership gives you the chance to earn Tier Points with Sacoor Brothers and all participating boutiques and also enhances your shopping experience with services that make every visit to our stores more rewarding.

• How do I become a Sacoor Club member?
  • To become a Sacoor Club member please visit our website – www.sacoorbrothers.com – and signup to create your account and join the Sacoor Club by accepting the terms and conditions. Alternatively, any of our staff members in any of our stores will be able to assist you with this. When you join online, your account is activated automatically as soon as you complete the enrollment process.
• Once I’ve become a member, do I get a membership card?
  • The Sacoor Club card is a card-free program. As a member, you can identify yourself in any of our participating stores or by presenting your phone number and personal identification card (with a valid picture) to collect Points and redeem your benefits. Some examples of this include your personal ID card, passport or driving license.
• How does the Sacoor Club work?
  • The Sacoor Club allows you to win Points with every purchase you make in all our participating stores. The more Points you earn, the more benefits you can enjoy.

    The Points in the Sacoor Club program, are valued in the following way:
    
    • Tier Points are collected when you purchase from Sacoor Brothers and help you reach the next tier of membership to enter a wider world of benefits.

• How do I earn Points?
  • Earning Points quickly is naturally one of the things our Customers really care about. Every purchase at Sacoor Brothers provides you with Points, even special offers.
• How do I access my account?
  • An easy-to-use, personalized My Account greets every Sacoor Club
    member after login. It is straightforward to navigate and lets you see your total Points, recent online transactions and other useful information at a glance. Key alerts keep you up to date and it even shows you special offers related to your tier.
• How can I earn Points?
  
  • Every time you shop with Sacoor Brothers you earn Tier Points. They cannot be spent and are only used to build up your tier status from Silver to Gold and Platinum.
    Your Tier Points are calculated using your ticket value only, net of all deductions and discounts.
  • 
    
    

    Silver 0 - 3999

    Gold 4000 - 11999

    Platinum ≥ 12000

• How many Tier Points do Sacoor Club members earn?
  • Sacoor Club members win a number of Tier Points equal to the value of the sale ticket, net of all deductions and discounts. This means that if your total sale ticket indicates 100.00 monetary units you will win 100 Tier Points.
• When will Points be credited to my account?
  • Tier Points are credited to your account immediately after you have made a purchase.
• Can I decide what Sacoor Club account I want to earn Points in?
  •  No. Your Sacoor Club membership is personal and you must identify yourself at our stores to gain Points on your purchases. This is our procedure to guarantee that your account is protected and that you are safely entitled to your membership benefits.
• Do I earn Points whatever the garment type?
  • Yes, you do. We offer Points on all fares, which applies to Tier Points.
•  What are membership tiers?
  • The Sacoor Club has three membership tiers. They are Silver, Gold and Platinum. Each new Tier brings you inviting benefits that get even better as you move up tiers, so you can look forward to advantages such as free home delivery.

    Once you are a member you can start collecting Tier Points from your purchases at Sacoor Brothers. As you accumulate Tier Points you will be able to achieve Gold or Platinum membership status. 

• How many Tier Points do I have to accumulate to achieve each membership status? 
  • The number of Tier Points you have to accumulate to reach Gold and Platinum status vary depending on the country where you are registered. You may find this information online.
• How many Tier Points do I earn from a purchase?
  • The amount of Tier Points you earn from a purchase matches the amount of the sale ticket that you pay.
• How long are my Tier Points valid for?
  • Your Tier Points are valid up to 12 months from the date your earning activity is completed. Your Tier Points will be removed from your account at the end of the month, one year from when they were earned.

    For example, if you earned Tier Points in June 2018, these Tier Points will expire on 30th June 2019.

• How long is my Tier Status valid for?
  • Your Silver, Gold or Platinum Tier status is valid for a maximum of 12 months from the date you are granted such status up to your annual Tier Review Date. However, if at any point during such period you have accumulated enough Tier Points to qualify for a Tier upgrade, you will be upgraded before then.
• When does my annual Tier Review Date take place?
  • Your Tier Review Date takes place on the last day of the month, 12 months after you have been granted your Tier status.
• How long do I keep my Tier benefits for?
  • Your Tier Review Date takes place on the last day of the month, 12 months after you have been granted your Tier status. Points accumulated are valid for a period of one year. The card is renewed every year, and the status is according to the total of points each year.
• What are the benefits of each of the different membership tiers?
  

  • There are lots of things to look forward to in every tier, from discounts to our suit care benefit.

    • Silver Sacoor Club members are entitled to:
    - Sacoor Club 10% discount
    - Happy Days
    - Birthday Discount 
    - Tailoring Services
    - Special Promotion

    • Gold Sacoor Club members are entitled to:
    - Sacoor Club 20% discount
    - Happy Days
    - Birthday Gift and Discount 
    - Tailoring Services
    - Special Promotions
    - Sacoor Atelier
    - Free home delivery (only available in certain locations)
    - Free suit care (only available in certain locations)
    - Event Invitations
    - Early Reservations for Special Sales
    - Partnerships

    • Platinum Sacoor Club members are entitled:
    - Sacoor Club 30% discount
    - Happy Days
    - Birthday Gift and Discount 
    - Tailoring Services
    - Special Promotions
    - Sacoor Atelier
    - Free home delivery (only available in certain locations)
    - Free suit care (only available in certain locations)
    - Event Invitations
    - Early Reservations for Special Sales
    - Partnerships

• Which Sacoor Club members are eligible for the program benefits?
  
  • Eligible Sacoor Club members must have reached the age of majority in the country where they enrol for the Sacoor Club.
• What is the “Sacoor Club discount” benefit and how do I use it?
  • If you are a Silver, Gold or Platinum member, you are entitled to use a corresponding discount:
    • Silver Sacoor Club member: 10% discount
    • Gold Sacoor Club member: 20% discount
    • Platinum Sacoor Club member: 30% discount
• Is my “Sacoor Club discount” benefit combinable with other promotions or discounts?
  • Your Sacoor Club discount is not combinable with existing offers, promotions or discounts.
• What is the “Birthday gift” benefit and how am I entitled to it?
  • Birthday Discount is 50% for all Tier Levels. There is no limit for the number of items customers can buy during the 7 days, starting from the effective birthdate. Valid ID must be verified at the time of purchase.
• What is the “Home delivery” benefit and how do I use it?
  • Home Delivery allows Gold and Platinum Sacoor Club members to have their tailored garments delivered to their house or hotel within a 50 km range from the store they were bought (terms and conditions apply also for the online store). This benefit may only available in certain locations.
• What is the “Suit care” benefit and how do I use it?
  • Suit Care allows Gold and Platinum Club members to bring their suits to any of our Sacoor Brothers store and we will save them for you while you are travelling. We will keep them for you for a period of up to 6 months. This benefit may only available in certain locations.
• May I include my family and friends in my Sacoor Club account?
  • The Sacoor Club account is personal. Your family and friends will have to sign up for a new account if they wish to be part of the Sacoor Club.
• How can I change my personal information or details on my Sacoor Club account?
  • If you need to change your name, birth date, residency or any other information you may do so by logging in to your Sacoor Club account.
• Is it possible to change the base ‘Country’ where my Points are valued?
  • No. You need to make a new registration at sacoorbrothers.com.
    
    
• Can I have two or more Sacoor Club accounts?
  • No. You can only have one Sacoor Club account at a time.

11 - Happy Days

• What are Happy Days?
  • Assignment of a Happy Days ticket with a value of 50% of the amount paid on a purchase. This receipt is discounted on your next purchase with the same value or superior to twice the value of the receipt.
• How can I use the Happy Days ticket?
  • You can use it as follows:
  • - The discount of the Happy Days ticket has to be made on the retailer price;
  • - The use of the Happy Days ticket is not cumulative with the Sacoor Club card discount or other promotions /campaigns, except birthday discount and loyalty coupon;
  • - The Happy Days ticket can only be used in a purchase with equal value or twice superior;
  • - The Happy Days ticket has to be discounted in a single purchase (2 or more Happy Day tickets can be used in the same purchase - the rule remains: the final value paid must always be at least the sum of Happy Days tickets);
  • - The Happy Days ticket issued is equal to 50% of the value of the purchase that originates the Happy Days ticket (if it is the first purchase - means without using a Happy Days ticket - could have Sacoor Club discount or other);
  • - The outlet stores and Dolce Vita Tejo, only accept Happy Days tickets issued in those stores;
  • - The value of the Happy Days ticket is always 50% of the amount actually paid on the purchase;
  • - The Happy Days ticket is not convertible into cash and cannot be returned under any other payment method (bank wire, ATM wire, check or other);
  • - In case of returning an item that has been purchased with a Happy Days ticket, you will only receive the amount actually paid and the system will issue a new Happy Days ticket of the same value as the one used in the sale that issue to coupon/return.
• What are the Happy Days dates?
  
  • Happy Days are issued and used in certain periods:

  • Issue Date		Acceptance Date
    01/01/2019	07/01/2019	20/02/2019	27/02/2019
    08/01/2019	15/01/2019	27/02/2019	06/03/2019
    16/01/2019	23/01/2019	06/03/2019	13/03/2019
    24/01/2019	31/01/2019	13/03/2019	20/03/2019
    01/02/2019	08/02/2019	20/03/2019	27/03/2019
    09/02/2019	16/02/2019	27/03/2019	03/04/2019
    17/02/2019	24/02/2019	03/04/2019	10/04/2019
    25/02/2019	04/03/2019	10/04/2019	17/04/2019
    05/03/2019	12/03/2019	17/04/2019	24/04/2019
    13/03/2019	20/03/2019	24/04/2019	02/05/2019
    21/03/2019	28/03/2019	01/05/2019	08/05/2019