Delivery

Delivery Policy

1. Where we deliver

We deliver to the United Arab Emirates and to the international destinations available at checkout. If your country does not appear in the country list at checkout, we are unable to deliver there at the moment.

2. Order processing

• Orders placed and paid before [2:00 PM] (UAE time) on a business day (Monday to Friday) are usually dispatched the same or the next business day.
• Orders placed after that time, at weekends or on public holidays are dispatched on the next business day.
• You will receive an email confirmation when your order is placed and another one, with your tracking number, when it is dispatched.
• During launches, promotions or busy periods, processing may take up to [2] additional business days.

3. Delivery times and costs

Delivery times start from the day your order is dispatched, not from the day it is placed. They are estimates and are not guaranteed.

The exact delivery cost for your order, based on the destination and the weight of the parcel, is always shown at checkout before you pay.

4. Tracking your order

Once your order has been dispatched you will receive a tracking number by email. You can also see the status of your orders at any time in My account → Orders.

5. Customs, duties and taxes (international orders)

Orders delivered outside the UAE may be subject to import duties, taxes or customs fees charged by the destination country. These charges are not included in the price or the delivery cost, are set by the local authorities and are the responsibility of the customer. We have no control over them and cannot predict their amount; please check with your local customs office before ordering.

If a parcel is refused or not collected because these charges were not paid, it may be returned to us or destroyed by the carrier. In that case we will refund the value of the products, minus the original delivery cost and any return charges we are billed.

Some food supplements may be restricted in certain countries. It is the customer's responsibility to make sure the products ordered can be legally imported into the destination country.

6. Delivery address and failed deliveries

• Please check that your delivery address and phone number are complete and correct before placing your order. We cannot be held responsible for delays or losses caused by incorrect or incomplete details.
• If you notice a mistake, contact us as soon as possible. We can only change the address before the order has been dispatched.
• The carrier will usually attempt delivery more than once. If delivery fails and the parcel is returned to us, we will contact you to arrange a new delivery, which may be charged, or a refund of the products minus the delivery costs.

7. Damaged, incomplete or wrong orders

Please check your parcel when it arrives. If the packaging is visibly damaged, note it with the courier if possible. If any product is damaged, missing or not what you ordered, contact us within [7] days of delivery at [SUPPORT EMAIL] with your order reference and photos of the parcel and the products. We will send a replacement or issue a refund, as explained in our Return and Refund Policy.

8. Lost parcels

If your tracking has not been updated for more than [7] business days, or your parcel has not arrived within [10] business days of the estimated delivery date, contact us and we will open an investigation with the carrier. If the parcel is confirmed lost, we will send a replacement or refund your order in full.

9. Delays beyond our control

We are not responsible for delays caused by events beyond our reasonable control, such as extreme weather, strikes, customs inspections, carrier disruptions or public holidays. We will keep you informed and do our best to get your order to you as quickly as possible.

10. Contact

[COMPANY LEGAL NAME]
Jumeirah Lake Towers, JBC 2, Cluster V, Office 601
PO Box 488154, Dubai, United Arab Emirates
Email: [SUPPORT EMAIL]
Phone: [PHONE]