Shipping & delivery policy

This policy explains how we deliver your orders within the United Arab Emirates.

1. Where we deliver

• We deliver to all seven emirates.
• We do not offer international shipping at present.

2. Order processing

• In-stock items are usually prepared within 1 to 2 business days of the order being confirmed or paid.
• For special orders, sourcing-desk orders and items not immediately in stock, the lead time is stated in the quotation.
• One order may ship in several shipments when its items come from more than one supplier.

3. Delivery options and times

• Standard delivery: usually 2 to 4 business days after dispatch.
• Express delivery (where available): usually 1 to 2 business days.
• These times are estimates. They may be longer for remote areas, on public holidays, in bad weather, or for heavy and bulky shipments.

4. Delivery fees

• Fees are calculated by emirate, shipment weight and delivery option.
• They are shown including VAT before you confirm the order.
• When an order is split into several shipments, each shipment is charged separately.

5. Tracking

When your order ships, the waybill number and tracking link appear in My Orders. You can also track it on the Track Order page.

6. Receiving and inspecting your order

• We deliver to the address on the order, at the entrance or reception on the ground floor. Unloading heavy shipments and moving them on site is your responsibility unless agreed otherwise.
• Check the outer packaging on delivery. If there is visible damage, photograph it, mention it to the courier where possible, and tell us within 3 days of delivery.
• The courier may ask for ID or a confirmation code.

7. Cash on delivery

• Pay the amount due to the courier on delivery.
• Cash on delivery may be restricted after repeated refusals of orders without good reason.

8. Failed delivery

• The courier will try to contact you and deliver more than once.
• If delivery fails because of a wrong address, no answer, or refusal without good reason, the order is returned and cancelled.
• In that case we refund any amount paid, less the delivery fees.

9. Changing the address

You can ask to change the address only before the order ships, through Support in your account.

10. Responsibility for the shipment

Responsibility for the product passes to you on delivery. Until then, we are responsible for its loss or damage.

11. Contact

For any question about delivery, contact us through Support in your account.

This is an initial draft and must be reviewed before it is adopted.