Shipping policy

DELIVERY & RETURNS POLICY

We aim to deliver your order as efficiently and smoothly as possible. Below you will find everything you need to know about delivery times, delivery options, and what to do if there is an issue with your order.

UAE DELIVERY (WITHIN CITY LIMITS)

Free Next Day Delivery: Orders placed before 12:00 PM Monday to Saturday are dispatched the same day and delivered the next working day.

Orders placed after 12:00 PM Monday to Friday are dispatched the next working day and delivered the following working day.

Orders placed after 12:00 PM on Saturday, or anytime Sunday, are dispatched on Monday and delivered on Tuesday. Delivery is on working days only and excludes public holidays.

Once your order has been dispatched, you will receive a dispatch confirmation email containing a link to track your order. Follow the link to action any of the following changes to your delivery:

• Change your delivery day
• Leave your item in a safe place
• Deliver your item to a neighbour

DELIVERIES OUTSIDE CITY LIMITS

All listed locations below are outside city limits. Next-day delivery is not available for these areas. Deliveries are made on the specified days:

Delivery Day	Locations Included
Monday	Al Raha, AUH Int'l Airport, Bein Al Jesrain, Khalifa City A, M. Bin Zayed, Reem Island, Saadiyat Island, Sas Al Nakhal, Umm Al Naar, Yas Island.
Tuesday	Baniyas, Mafraq, Wastba.
Wednesday	Al Falah, Al Reef, Bahiya, Kizad, Rahba, Samha, Shahama, Shamkha, Shawamikh, Taweela.
Thursday	Al Raha, AUH Int'l Airport, Bein Al Jesrain, Khalifa City A, M. Bin Zayed, Reem Island, Saadiyat Island, Sas Al Nakhal, Umm Al Naar, Yas Island.
Friday	Beda Zayed, Ghayathi, Mirfa, Ruwais, Salaam City.
Saturday	City (or) Musaffah.

DELIVERY DELAYS

We always endeavour to deliver your order on time, however, there may be factors outside our control such as adverse weather or severe road network issues which may delay your order. We appreciate your understanding in these instances and do not accept liability for delays caused by external factors.

LOST PACKAGES

If you have not received your order, please contact our Customer Care Team who will work to resolve the issue as quickly as possible.

We insure each purchase during the time it is in transit until it is delivered to the specified delivery address. Once courier tracking confirmation is received confirming an order has been delivered and signed for at the address, our liability ceases.

DAMAGES TO YOUR ORDER

We make every effort to ensure your order is delivered in good condition. However, products can occasionally get damaged during delivery, so we ask that you inspect your order upon receipt. If you are not satisfied with the condition of your order, please contact our Customer Care Team with photos. If you have not contacted us within 7 days of receiving damaged items, we will deem your order as accepted.

RETURNS & CANCELLATIONS

To initiate a return, please notify our Customer Care Team within 14 days of receiving your order. You will then have an additional 14 days to return the item back to us.

Please note that we do not cover the cost of return postage for change-of-mind returns or cancellations. Returns sent through unauthorized methods, including unapproved couriers or without prior approval from our Customer Care Team, will not be processed.

Conditions for Returns:

• Returns must be sent to us in an unopened and unused condition. We reserve the right to refuse any return if the product has been used, shows signs of wear, or is missing parts.
• You do not have a right to change your mind regarding products sealed for health protection or hygiene purposes once these have been unsealed after receipt.
• Once an order is placed, we are unable to make changes or cancel it. We can request a 'return to sender', but as orders are processed rapidly after 20 minutes, this cannot be guaranteed. You may return the package within 14 days of receipt for a refund in accordance with this policy.

PRODUCT ISSUES & WARRANTY

Our Customer Care Team is highly knowledgeable and able to resolve most product-related issues quickly and efficiently. For the fastest support, please contact our product experts via our Contact page.

If we are unable to fix your issue, we will replace the product at no charge with either a new or refurbished unit of identical condition under our 12-month manufacturer warranty.

REFUNDS

Following a successful inspection of your returned item, we will process a refund via your original payment method. Please allow up to 5 working days for the refund to appear in your account from the date of processing.

If you have not received your refund within this timeframe, please check your bank statement again as incoming payments can be overlooked. If the transaction is not visible, please contact your card issuer, as it may take time before the refund is officially posted.

If you are exercising your right to change your mind, we may reduce your refund (excluding delivery costs) to reflect any reduction in the value of the product caused by handling it in a way that would not be permitted in a physical shop. If a refund is processed prior to inspection and unacceptable handling is later discovered, you agree to pay an appropriate amount to cover the loss.

INTERNATIONAL ORDERS

Orders placed through our UAE website are eligible for delivery only within the UAE. Customers ordering from other locations must purchase via our country-specific portals (such as our UK or European stores). Orders are processed in the local store currency via debit card, credit card, or supported third-party payment providers.