Shipping policy

1. Overview

This Shipping & Delivery Policy explains how Misbah Alwaafi processes and delivers orders placed through misbahalwafi.com.

By placing an order, you agree to this policy together with our Terms of Service, Refund Policy, Privacy Policy, Returns & Exchanges information, and any delivery terms shown at checkout.

2. Delivery area

We currently focus on delivery within the United Arab Emirates. The website promotes fast UAE delivery within approximately 1–3 days after the order is confirmed and ready for dispatch.

Delivery availability may depend on the customer's emirate, area, address, product availability, courier coverage, and the shipping option shown at checkout.

If delivery outside the UAE is made available at checkout, the applicable delivery fee, estimated timeframe, payment method, customs requirements, and any destination restrictions will be communicated at checkout or confirmed by our team.

3. Shipping fees

The standard UAE delivery charge currently shown for eligible orders is AED 25, unless a promotion, product page, checkout setting, or written confirmation states otherwise.

The final shipping amount shown at checkout is the amount that applies to the order. Additional charges may apply only where relevant and communicated, including remote-area delivery, re-delivery, special handling, or a customer-requested delivery change.

Free-shipping promotions, if offered, may have product, location, minimum-order, or expiry conditions.

4. UAE delivery timeframe

The estimated UAE delivery timeframe is 1–3 business days after the order has been confirmed, prepared, and handed to the delivery partner.

Delivery estimates are not guaranteed and may vary depending on the destination, order confirmation, stock availability, payment verification, courier capacity, public holidays, weekends, weather, and other circumstances outside our reasonable control.

Orders placed during a public holiday, weekend, high-demand period, or outside normal operating hours may require additional processing time.

5. Order processing

Before dispatch, we may review the order, confirm payment or cash-on-delivery details, check product availability, prepare the packaging, and verify the delivery information.

An order may be delayed or placed on hold if:

Payment is pending, unsuccessful, or requires additional verification.
The customer cannot be reached using the phone or WhatsApp number provided.
The delivery address is incomplete or appears inaccurate.
The selected product is unavailable, reserved, or requires additional preparation.
The order is placed during a public holiday or a period of unusually high demand.

We may contact you by phone, WhatsApp, or email to confirm information before dispatch. If we cannot verify the order, dispatch may be delayed or cancelled.

6. Payment and cash on delivery

The website currently offers cash on delivery and other payment methods, including Visa and Mastercard, subject to availability at checkout and payment-provider approval.

For cash-on-delivery orders, we may contact you by phone or WhatsApp to confirm the order before dispatch. If the order is refused, not received, or returned because the customer cannot be reached, additional delivery or return charges may apply and prepaid payment may be required for future orders.

7. Delivery information supplied by the customer

Customers are responsible for providing complete and accurate delivery information, including:

Full name of the recipient.
Active phone and WhatsApp number.
Emirate, city, area, and complete address.
Building name or number, apartment, office, floor, or villa number where relevant.
Any access instructions needed for the delivery partner.

If incorrect or incomplete information causes a delay, failed delivery, return to sender, re-delivery, or additional courier cost, those costs may be charged to the customer where applicable.

If you notice an error in your delivery details, contact us immediately. We will try to update the order before dispatch, but changes may not be possible after the order has been handed to the courier.

8. Tracking and delivery updates

Where tracking is available, delivery or tracking information may be sent by the courier, email, SMS, WhatsApp, or another available communication channel.

Tracking information may take time to appear after dispatch. If you need help checking the status of your order, contact us using the details in Section 14.

9. Delivery attempts and failed delivery

The delivery partner may attempt delivery according to its operating procedures and the destination area.

A delivery may fail if the recipient is unavailable, the phone number is unreachable, the address is incorrect, access is not possible, the order is refused, or the customer does not respond to the courier.

If the shipment is returned to us, we may contact the customer to arrange re-delivery. Additional delivery, return, storage, or re-delivery charges may apply. If the customer cannot be reached, the order may be cancelled, and any refund will be handled under the Refund Policy.

10. Delivery damage or incorrect items

Please inspect the package and product as soon as you receive the order. If the outer packaging appears damaged, take photographs before opening it where possible.

If the product is damaged, defective, incomplete, or different from the item ordered, contact us promptly with:

Your order number or proof of purchase.
Photographs or video of the product and the issue.
Photographs of the outer packaging and shipping label.
A clear description of what happened.

Please keep the original packaging and delivery materials until the issue is resolved. Approved damaged, defective, or incorrect items are handled under the Refund Policy, including the applicable return or replacement shipping arrangements.

11. Returns, exchanges, and refunds

Returns, exchanges, and refunds are handled under our Refund Policy and Returns & Exchanges information.

The current return term is generally within 7 business days from receipt, subject to the item's condition and the other requirements in the Refund Policy. For an approved manufacturing defect or order error, Misbah Alwaafi covers the approved return and replacement shipping costs. For an eligible change-of-mind return or exchange, the customer generally pays the return shipping and delivery costs.

Approved refunds are normally processed to the original payment method within 7–14 business days after inspection and approval, subject to the payment provider's processing time.

12. Orders outside the UAE

Orders outside the UAE are available only where the destination and shipping option are displayed at checkout or separately confirmed by Misbah Alwaafi.

For any GCC or international order, delivery time and shipping fees may vary. Customs duties, import taxes, clearance fees, local charges, and destination-country requirements are generally the customer's responsibility unless clearly stated otherwise.

Customers are responsible for confirming that the product can legally be imported into the destination country before placing the order. Customs or carrier delays may extend the estimated delivery period.

13. Delivery delays and events outside our control

We will make reasonable efforts to process and deliver orders within the estimated timeframe. We are not responsible for delays caused by the delivery partner, customs or government authorities, public holidays, weather, traffic, incorrect customer information, failed delivery attempts, stock or payment issues, technical interruptions, or other events outside our reasonable control.

If a delay occurs, please contact us. We will assist with the delivery partner where reasonably possible and provide any available update.