Shipping & Delivery Policy
This page explains how we ship and deliver orders placed on XXXX.com. Please read it together with our Terms & Conditions and Returns & Refunds Policy.
Shipping at a glance
- UAE next-day delivery: AED 35 for orders below AED 350, free for orders of AED 350 and above.
- Dubai same-day delivery: AED 45 for eligible products, for orders placed before 2:00 pm (GST).
- GCC delivery: Available on selected products, with transparent, destination and weight-based fees shown on product pages and confirmed at checkout.
UAE delivery overview
| Method | Delivery time | Order cutoff (GST) | Fee / threshold |
|---|---|---|---|
| Standard / Next-day (UAE) | Next business day for eligible orders | Daily cutoff time (to be confirmed) | AED 35 for orders below AED 350; free for AED 350+ |
| Same-day (Dubai only) | Same day for eligible Dubai orders | 2:00 pm | AED 45 flat fee |
This table is a summary only; please read the full details below.
1. Where we deliver
We currently deliver across the United Arab Emirates. We do not ship to P.O. boxes or freight-forwarding addresses. Delivery to other GCC countries (for example, Saudi Arabia, Kuwait, Oman, Bahrain and Qatar) is available for selected products and will be shown at checkout. If we cannot deliver to your address for regulatory or logistics reasons, we will let you know and cancel the order or the affected items. Any amounts you have paid for undeliverable items will be refunded.
2. Order processing times
Orders are processed on business days (Sunday to Friday, excluding UAE public holidays). Orders are typically processed within 1–2 business days of successful payment. During busy periods such as major sales, Ramadan or public holidays, processing can take slightly longer. If we expect a material delay in processing your order, we will use reasonable efforts to update you by email or SMS.
3. Delivery options, fees and timelines
We work with Tradeling and, from time to time, other logistics partners to store, pack and deliver your orders. The delivery options available to you will be shown at checkout based on your delivery address. We do not currently offer cash on delivery; available payment methods will be shown at checkout and are explained in our Terms & Conditions. UAE Standard / Next-day delivery: Next business day across the UAE for eligible orders. Fee: AED 35 for orders below AED 350; free for orders of AED 350 and above. Same-day delivery (Dubai only): Available on selected products and postcodes for orders placed before 2:00 pm (GST). Flat fee: AED 45. GCC deliveries: Air delivery to selected GCC countries for eligible products. Shipping charges are based on destination and weight, with estimated fees shown on product pages and confirmed at checkout. Local VAT, customs duties or import fees are normally payable by you.
4. Shipment confirmation and tracking
Once your order is dispatched, we will send you a confirmation email and/or SMS with basic shipment details. Where tracking is available, we will share a tracking link or reference so you can follow the progress of your delivery. Tracking information may take some time to update after dispatch, especially during busy periods.
5. Delivery attempts and address details
Please provide a complete and accurate delivery address, plus a mobile number we and our logistics partners can reach you on. Our courier will usually make one or more delivery attempts and may contact you to confirm your location or availability. If delivery fails due to an incorrect address, repeated unavailability or missed calls, the shipment may be returned to our facility. If an order is returned to us because delivery could not be completed, we may cancel the order and refund you, minus any reasonable delivery and return costs where permitted by law.
6. When risk and ownership pass to you
Risk of loss or damage passes to you once the products are delivered to the address you provided or to a person you have nominated to receive them. Ownership of the products passes to you when we receive full payment for your order.
7. Damaged, defective, missing or incorrect items
If your package arrives visibly damaged, you may refuse delivery or ask the courier to note the damage. If you discover damage, a defect, missing items or an incorrect product after delivery, please contact Customer Care as soon as reasonably possible, and ideally within 48 hours for visible damage. We may ask for clear photos and basic details to assess the issue. Where we confirm that an item was damaged in transit, defective or incorrectly supplied, we will repair, replace or refund it in accordance with our Returns & Refunds Policy and applicable UAE consumer protection law.
8. Customs, duties and taxes
All prices on XXXX.com are shown in AED and include 5% UAE VAT, unless we state otherwise. Delivery charges and any optional services are shown separately at checkout before you confirm your order. For orders delivered outside the UAE, additional customs duties, taxes or import fees may apply under local rules, and are usually payable by you. These charges are not controlled by XXXXX and are not always included in the price shown at checkout, unless explicitly stated.
9. Delays outside our control
Sometimes things happen that we cannot reasonably control (for example, severe weather, customs delays, strikes, major disruptions or systems outages). In these situations, delivery may take longer than the usual timeframes. We are not liable for delays caused by such events, but we will take reasonable steps to minimise their impact and keep you informed.
10. How this policy works with returns and your rights
This Shipping & Delivery Policy should be read together with our Returns & Refunds Policy, which explains when and how you can return products and receive refunds or replacements. Nothing in this policy affects your mandatory rights under UAE consumer protection law, including Federal Law No. 15 of 2020 and its Executive Regulations. If there is any inconsistency between this policy and the Returns & Refunds Policy on returns-related matters, the Returns & Refunds Policy will apply to that subject.
11. Contact us
If you have any questions about shipping or delivery, or if you believe something has gone wrong with your order, you can reach us at: Email: customercare@XXXX.com Phone/WhatsApp: +971 … Online: via the Contact page at www.XXXX.com Operator: Windswood General Trading LLC, United Arab Emirates (full details in our Terms & Conditions).