Shipping & delivery

1. Delivery availability

Delivery is available only where an option is offered for the products and address in your order. Check the delivery area, charge and estimated timing before paying. If no suitable option or estimate is provided, contact us first. We do not promise worldwide shipping or a fixed delivery time for every address.

Online fulfilment applies only to items eligible for online sale. Physical-store availability does not establish online delivery availability. Collection from the Al Mina store is available only if expressly offered and confirmed for your order.

2. Charges and delivery estimates

All UAE orders are dispatched the same day. Delivery runs every day, with arrival on the same day or the next day depending on the order time and emirate. See delivery times for Dubai and the other UAE emirates for the exact timing.

The delivery quote and any applicable taxes or other charges must be disclosed before you authorise payment. An advertised delivery promotion applies only on its stated terms and to eligible orders. We will not add an undisclosed delivery fee after payment.

The estimate or delivery commitment agreed for your order applies. Where dispatch and transit estimates are stated separately, both contribute to the expected arrival time. We will contact you if a material delay affects fulfilment; your rights regarding delayed or failed delivery remain intact.

3. Address details and changes

Provide an accurate recipient name, reachable telephone number, complete address and any access instructions needed by the carrier. Contact us immediately if you notice an error. Changes depend on whether the order has been dispatched and what the carrier can accommodate. Any additional service and cost require your agreement.

4. Tracking and receiving an order

Use tracking details supplied with your dispatch notice, where available, or check your account order history. If you purchased as a guest, use your confirmation details when contacting the store.

Inspect the delivered package when practical and tell us about missing, incorrect or damaged items. Retain the goods and packaging where possible to assist investigation. Signing for delivery does not remove rights relating to concealed damage or defects.

5. Delayed, missing or unsuccessful deliveries

If tracking shows delivery but you have not received your order, check with the named recipient and contact us. We will investigate with the carrier. If a delivery attempt fails, contact us to discuss redelivery or another resolution; additional charges must be justified and agreed where applicable.

We remain responsible for our contractual and statutory delivery obligations. A carrier delay or a lost parcel is not automatically your responsibility. Where the contract cannot be fulfilled, we will arrange the refund or other remedy due under applicable law.

6. Returns and support

See returns & refunds for damaged goods, cancellations and return arrangements. For a specific order, contact Shishazone with your order reference.