Shipping Policy

Most orders placed before 2:00 PM (UAE time) on a business day are dispatched the same day or the following morning. Orders placed after 2:00 PM, on weekends, or on UAE public holidays are dispatched the next business day.

For B2B and bulk orders, our team will confirm a dispatch estimate directly with you at the time of order confirmation.

Business days are Monday to Friday, excluding UAE public holidays. Our operational hours are approximately 9:00 AM to 6:00 PM UAE time. Orders and communications received outside these hours will be processed on the next available business day.

During peak periods — such as back-to-school season, Ramadan, or year-end — dispatch times may extend by one additional business day. We will communicate any changes proactively.

For orders placed via our online shop, payment is confirmed instantly. For B2B orders placed via WhatsApp or email, dispatch begins once written confirmation is exchanged and payment is arranged (or credit terms are in place).

If you are on agreed credit terms, the order is treated as confirmed upon written acceptance by our team.

Estimated delivery times from dispatch date, across all seven emirates:

Delivery times are estimates and subject to carrier schedules. Public holidays may add 1 additional business day.

Yes. We regularly deliver to offices, warehouses, free zone addresses (JAFZA, DAFZA, TECOM, etc.), commercial towers, and residential locations across the UAE.

For free zone deliveries, please ensure the full address is provided including the zone name, building or unit number, and a contact person's name and number on-site. This avoids delays at security checkpoints.

For B2B clients and larger orders, we can coordinate delivery scheduling directly with you via WhatsApp. This allows us to arrange drop-offs around your site's receiving hours or security requirements.

For standard retail orders fulfilled through our carrier partners, specific time windows are subject to carrier availability. If you have specific requirements, please let us know at the time of ordering and we will do our best to accommodate.

If a delivery attempt is unsuccessful, our carrier will typically:

• Leave a delivery notification or contact the recipient by phone
• Attempt re-delivery on the next business day
• Hold the parcel at a nearby depot for collection (if applicable)

We recommend ensuring a contact number is provided with your order so our carriers can reach you directly. For high-value or large B2B orders, our team will coordinate directly to confirm receipt.

For orders below AED 400 within Dubai, or for deliveries to other emirates, a delivery fee applies. The exact fee depends on your emirate, order size, and total weight.

Contact us via WhatsApp or email for a delivery quote on large, multi-location, or out-of-Dubai orders.

Delivery fees for orders outside Dubai are calculated based on:

• Destination emirate — distance and carrier rate zone
• Order weight and volume — dimensional weight may apply for bulky items
• Order value — wholesale and B2B accounts may have separate agreed rates

We aim to keep delivery costs fair and reasonable. Our team will always confirm the delivery fee with you before dispatch. There are no surprises.

Yes. Wholesale and B2B clients often have delivery terms agreed at account setup, which may include:

• Scheduled weekly or monthly delivery runs
• Consolidated shipments to reduce per-unit delivery costs
• Negotiated flat delivery rates based on order frequency and volume
• Free delivery thresholds tailored to your account

Speak to our sales team to discuss the right arrangement for your business.

All quoted delivery fees are exclusive of VAT unless stated otherwise. UAE VAT at 5% will be applied to delivery charges on your tax invoice, in line with Federal Tax Authority requirements.

We work with contracted, vetted logistics and courier partners across the UAE to ensure consistent, reliable, and trackable delivery. Our carrier relationships are managed at the business level to maintain service standards.

The carrier assigned to your order may vary based on your location, order size, and current carrier availability. In all cases, our partners are held to the same delivery and handling standards.

For orders fulfilled through carrier-tracked services, you will receive a tracking number or link once dispatch is confirmed. For same-day or next-day Dubai deliveries, our team may provide real-time updates directly via WhatsApp.

If you have not received tracking information within 24 hours of your expected dispatch window, please contact us and we will follow up with the carrier immediately.

All orders are packaged to a professional standard appropriate to the product type:

• Stationery and office supplies are packed in secure cartons with protective filler where needed
• Fragile items (printers, appliances, etc.) are double-boxed or wrapped to prevent transit damage
• Bulk palletised orders are stretch-wrapped and clearly labelled

If you receive an item that appears damaged in transit, please photograph it before opening and contact us immediately. We will arrange a replacement or refund without delay.

Yes — Aoura Products offers international export to select countries, primarily within the GCC, Middle East, and Africa. International shipping is handled on a case-by-case basis, with pricing depending on the destination, order volume, and current freight rates.

Please contact us via WhatsApp or email to discuss your international shipping requirements. We will provide a formal quotation including all shipping costs, estimated lead times, and any applicable customs documentation.

Aoura Products exports goods under standard commercial invoice terms (EXW or FOB Dubai unless otherwise agreed). We provide all required export documentation, including a commercial invoice and packing list.

We strongly recommend consulting your local customs authority or freight forwarder regarding applicable duties before placing an international order.

International lead times depend on the destination country, chosen shipping method (air freight vs. sea freight), and customs clearance in the destination country. Indicative timelines:

• GCC countries (KSA, Kuwait, Bahrain, Qatar, Oman): 2–5 business days (air)
• Other Middle East: 3–7 business days (air)
• Africa / Rest of World: Quoted individually based on destination and volume

All international timelines are confirmed in the formal quotation provided before the order is accepted.

In the event of a delay — whether due to stock availability, logistics disruption, or circumstances beyond our control — we will:

• Notify you proactively via WhatsApp or email as soon as we become aware
• Provide a revised, realistic dispatch and delivery estimate
• Offer alternatives where possible (partial fulfilment, substitute products, priority re-dispatch)
• Escalate with our carrier partner to prioritise your order

We do not charge for delayed orders and will work to make the situation right.

We sincerely apologise if this has occurred. Please contact us immediately via WhatsApp with a photo of the item and your order reference number. We will:

• Arrange an immediate replacement or full refund — your choice
• Organise collection of the incorrect or damaged item at no cost to you
• Investigate and improve our fulfilment process to prevent recurrence

If your order has not arrived within the expected delivery window, please contact us via WhatsApp or email with your order reference. We will:

• Immediately investigate with our logistics partner
• Provide a status update within 4 business hours
• Arrange a re-dispatch or refund if the order is confirmed lost in transit

Please allow the full estimated delivery window before raising a query, as carrier tracking sometimes updates with a short delay. However, if your order is more than 1 business day overdue, please do not hesitate to reach out.

Force majeure events — such as severe weather, UAE public holidays, national emergencies, port closures, or carrier strikes — may occasionally affect delivery timelines beyond our control.

In such cases, Aoura Products will:

• Communicate the situation as soon as possible
• Provide the most realistic revised delivery estimate available
• Honour all existing orders once the disruption is resolved, in the original order of priority

No cancellation fees apply for orders delayed due to force majeure. You may cancel an order for a full refund if the revised delivery date is not acceptable.