Shipping policy

Last Updated: 04/12/2025

Our goal is to deliver your orders in a timely and reliable manner. This Shipping & Delivery Policy explains how we process and deliver orders, where we deliver, and related terms.

1. Delivery Areas
We currently deliver to addresses throughout the United Arab Emirates (UAE). This includes all seven emirates: Abu Dhabi, Dubai, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah, and Fujairah. We do not ship orders outside of the UAE at this time. (As we grow, other Gulf countries will be added to our service areas in the future, which we will announce accordingly.) Please ensure the delivery address and contact information you provide are accurate and complete. We deliver to physical addresses; if you provide a P.O. Box, we may need an alternative (as couriers require a physical location). If you live in a secured building or community, you are responsible for providing any necessary gate codes, permissions, or instructions to access the delivery location.

2. Delivery Time
Our standard delivery timeframe is 1–3 working days from the date of order confirmation, depending on your location within the UAE. “Working days” typically means Sunday through Thursday, excluding public holidays (as per UAE official holidays). Orders placed after business hours or on weekends/public holidays will be processed on the next working day.

·       Major City Centers: For metropolitan areas like central Dubai or Abu Dhabi city, delivery is often on the faster side (sometimes within 1-2 days).

·       Other Emirates & Remote Areas: Deliveries to areas outside major city centers (or remote localities) might take closer to 3 working days, and in rare cases slightly longer if logistics are challenging.

Please note that these timelines are estimates. While we strive to meet them, actual delivery can be affected by factors such as high order volumes, weather events, or other unforeseen delays. We will do our best to inform you if we anticipate a significant delay with your order.

If you require an urgent delivery or have special timing requests, please contact us before or immediately after placing your order – we will try to accommodate requests such as expedited shipping if possible (additional charges may apply for express services, if available).

3. Delivery Fees
Any applicable delivery fee will be displayed at checkout before you confirm your order. We believe in transparency, so you will see the delivery charge (if any) based on your location and order size in your order summary. Delivery fees may vary by emirate or order size due to courier rate differences or promotions. For example, delivery within a major city might have a different fee than to an outlying area. Additionally, we may offer free delivery promotions for orders over a certain amount – if your order qualifies, the delivery fee will show as free or waived at checkout.

·       If a delivery fee is charged, it typically is tiered by location. During promotions or special periods, we may reduce or waive delivery fees as a discount.

·       The delivery fee helps cover the costs of packing, handling, and courier expenses. We do not aim to profit from shipping fees; any charges are primarily to ensure we can provide a reliable delivery service.

·       In the event of a failed delivery attempt due to customer absence or incorrect address (see section 4 below), additional fees may be charged for re-delivery. These will be communicated to you if applicable, and we would seek your agreement before reattempting delivery with extra fees.

4. Failed Delivery Attempts
Our courier will attempt to deliver your order to the address you provided. It is important that someone is available to receive the delivery during the estimated delivery period. The courier will typically call the phone number you provided to arrange the handover if there are any issues finding the address or gaining access. If the first delivery attempt is unsuccessful (for example, if no one was present to receive the package, or the driver could not access a gated community/building, or the address was incorrect/incomplete), the courier may:

·       Leave a notice or send an SMS indicating the attempt and perhaps schedule a new attempt.

·       Contact you to reschedule a second delivery attempt at a convenient time.

We will also try to contact you if we are notified of a delivery problem. Re-Delivery: If after reasonable efforts the courier is unable to complete the delivery (e.g., after one or two attempts), we will get in touch with you to determine a resolution. We may hold the package for a short period if a new time is arranged. If we need to make an extra trip due to issues on your end (wrong address given, no response to calls, etc.), we reserve the right to charge additional delivery fees to cover the extra costs.

If we cannot reach you despite multiple attempts, we may cancel the order and return the items to our facility. In such case, we can refund you for the products (provided they return to us in good condition), but delivery fees may not be refunded and a restocking fee might apply to perishable items that had to be discarded due to the failed delivery. To avoid this situation, please double-check your contact details and be responsive around the delivery date.

5. Delivery Issues
When you receive your order, if you encounter any problems such as missing items, wrong items, or damaged goods, please notify us as soon as possible (within 24–48 hours of delivery at the latest). You can email us at info@gulfselection.com to report the issue. In your message, include:

·       Your order number.

·       A description of the issue (which item was missing or wrong, what type of damage occurred, etc.).

·       Clear photos, if applicable (for example, a photo of a damaged item or the packing slip showing an item that wasn’t in the box).

We take such issues seriously and will work quickly to resolve them. Depending on the case, our resolutions may include:

·       Missing Item: If an item you were charged for was missing from the delivery, we will typically send you the missing item immediately with no extra charge, or if that’s not feasible, issue a refund for that item.

·       Wrong Item: If you received an incorrect item that you did not order, we may arrange to pick it up, and simultaneously deliver the correct item you ordered. Ensure the wrong item remains unused and in original condition. We will cover any shipping costs for returning wrong items and delivering correct ones.

·       Damaged Item: If a product arrived damaged (e.g., a leaking bottle, broken container, or spoiled perishable due to delivery conditions), we will likely offer a replacement of that item at no cost or a refund, depending on your preference and product availability. In some cases, for minor damages to non-food items, we might offer a partial refund or store credit if you’re willing to keep the item. For any damaged item, please keep the item and all packaging until we advise; in some cases, the courier may retrieve the damaged item when bringing a replacement, or we may need it for a damage claim with the delivery provider.

Our aim is to ensure you receive what you ordered in good condition. We may ask for your cooperation (for instance, sending a photo or returning a wrong item) as part of resolving the issue. We appreciate your understanding and will make the process as convenient as possible.

Beyond the 48-hour window after delivery, it becomes more difficult for us to verify and address issues (especially for perishable or consumable goods), so please check your order promptly upon receipt. Your statutory rights under consumer protection laws are not affected by this policy; we will always adhere to applicable laws regarding consumer remedies.