1. SHIPPING COSTS AND FEES
Shipping costs are based on a combination of the following:
- Weight and dimensions of your package;
- Method of shipment (ground, air, sea, rail, etc.);
- Location of shipment (the destination country emirate, city, state, country).
We offer free shipping within the UAE, for orders of hundred dirhams and above. Shipping costs to other countries will be calculated on the shopping cart during checkout.
Shipment to countries outside of the UAE may be subject to taxes, customs duties and fees levied by the destination country. The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees.
2. SHIPPING MODE
Depending on the location, we use our own or third-party courier services.
3. DELIVERY TIME FRAMES
- Dubai and Sharjah – within 24-48 hours.
- All other Emirates – within 24-72 hours.
- Within the GCC: 5-7 days (depending on clearance times through the relevant authorities).
- All other international destinations outside the GCC: up to 10 days (depending on clearance times through the relevant authorities).
All timeframes given exclude Saturday, Sunday, and any applicable public holidays. We are not liable for any damages caused by delay in delivery or failure to deliver of any kind.
The estimated arrival times are taken directly from information provided by our couriers. These are estimates only, we are not responsible if this varies.
4. ORDER TRACKING
Following your purchase online, we will send you an email confirmation to acknowledge your order and again when your products have been dispatched from our warehouse. The email address used will be the one you provided at the point of purchase or stored within your account profile.
5. DELAYED/LOST SHIPMENT
If you have not received your order within thirty business days of shipping (not including weekends and public holidays), you must immediately advise Customer Service of the delay/loss. If the delivery address provided at the time of order is incorrect or failed to report your order as missing /not received, we will not be held responsible or be able to act. Please note that we will need to wait for twenty (20) business days before being able to trace, replace or refund lost Products.
6. FAILED DELIVERY POLICY
On occasion orders identified as ‘Failed Delivery’ is returned to us within 5-15 days of dispatch from our warehouse.
The reasons given are the following:
- Addressee has gone away;
- No Answer;
- Address Incomplete;
- Address Inaccessible;
- Addressee unknown;
- Not Called for.
Where any of the above reasons applies to your order then you will be informed of the failed delivery attempt by email and, if required, a request for delivery address details or confirmation of delivery details that you originally provided when first placing your order will be made.
Reasons 1 & 2 – The cost of the re-delivery will be charged to you and your order will be dispatched within 48 – 72 hours from notification unless we receive alternative instructions.
Reasons 3-4 & 5 – The cost of the re-delivery will be charged to you and your order will be dispatched following confirmation of the delivery address details.
Reasons 6 & 7 – No action will be taken by us until new instructions are received from you. If after thirty (30) days from the original dispatch date you have not contacted us, then your order will be disposed of.
- In the event, the delivery address needs to be amended, please contact our Customer Relations Team within 48 hours by email at [email protected]
- Re-delivery will be charged at the appropriate rate for the original delivery service chosen when the order was placed.
If you refuse delivery or refuse to pay any import duty or taxes levied against your shipment, resulting in the shipment being returned to us, then return charges (or equivalent currency at the current exchange rate) will be charged against your final refund amount.
7. CUSTOMS, TAX & IMPORT CHARGES
Each Country has its own customs, tax, and import charges rules & regulations. Accordingly, we recommend that you take into consideration those charges before placing your order.
The Customer’s payment towards his order does not include customs, tax, and import charges imposed in the destination country. By placing and/or purchasing any product, the Customer confirms his acceptance that any applicable destination country customs, tax and import charges shall be solely borne by him.