Shipping policy

I. Delivery Coverage and Timeframes
**Coverage Area:** We provide service exclusively throughout the entire United Arab Emirates (UAE), covering all emirates: Dubai, Abu Dhabi, Sharjah, Ajman, Fujairah, Umm Al Quwain, and Ras Al Khaimah. We currently do not support delivery to countries or regions outside the UAE.
**Shipping and Delivery Timeframes:**
**Shipping Time:** Orders are dispatched from our local UAE warehouse within 1–2 business days of order placement. Our logistics partner is VNLIN Logistics.
**Delivery Time:** Standard delivery typically takes 2–5 business days. For remote areas (such as certain desert zones or offshore islands), delivery may be delayed by 1–2 business days due to logistical constraints; actual delivery times are subject to the progress shown in the logistics tracking updates.
**Holiday Adjustments:** During UAE public holidays—such as Eid al-Fitr and National Day—shipping and delivery timeframes will be extended accordingly. Advance notices regarding such adjustments will be posted on the store's homepage.
II. Free Shipping Policy (No Minimum Purchase Required)
**Free Shipping Scope:** We offer free shipping throughout the entire UAE with no minimum purchase requirement. Regardless of the order value or product weight (up to 10 kg), no shipping fees will be charged; the shipping cost will be automatically waived by the system at the time of checkout.
**Supplementary Notes on Special Cases:**
If the total weight of a single order exceeds 10 kg, the order must be split into multiple separate orders (due to VNLIN Logistics' weight limit per package). Each split order will still qualify for free shipping independently.
If a package requires a second delivery attempt due to reasons attributable to the buyer (e.g., multiple address changes, unjustified refusal to accept the package), the buyer will be required to bear a re-delivery fee of 15 AED. This fee is not covered by the free shipping policy.
III. Logistics Tracking and Shipping Standards
**Logistics Tracking:** Once an order has been shipped, a unique tracking number provided by VNLIN Logistics will be sent to you via email. You can enter this tracking number on the VNLIN Logistics official website or on the "My Orders" page within our store to check the real-time status of your shipment (e.g., "Out of Warehouse," "In Transit," "Out for Delivery," "Delivered"). Shipping Restrictions:
We do not support the designation of alternative logistics providers; all orders are exclusively handled by Helian Logistics to ensure consistent delivery speed and service reliability.
Prohibited Items: We do not ship items prohibited by Helian Logistics, such as flammable or explosive materials, liquids, sharp instruments, etc. (please consult customer service for specific details). If an order is placed for a prohibited item, we will contact you to cancel the order and issue a full refund.
IV. Delivery Issues and After-Sales Support
Address Modification: You may contact customer service to modify your delivery address within 2 hours of placing an order. If more than 2 hours have passed, or if the order has already been dispatched from the warehouse, the address cannot be changed; you will be solely responsible for any risks associated with misdelivery (or for any subsequent re-delivery fees).
Lost / Damaged Packages:
Package Status Shows "Delivered" but Not Received: You must contact customer service within 48 hours of the "Delivered" status update. We will assist you in verifying the delivery records with Helian Logistics. If the package is confirmed to be lost, we will issue a full refund or send a free replacement.
Items Damaged During Transit: Within 24 hours of signing for the package, please provide clear photos or videos showing both the exterior condition of the package and the damage to the item(s) inside. Upon verification, we will send a free replacement or issue a full refund, at no additional cost to you.
Refusal of Delivery: If you refuse to accept a package without a valid reason (e.g., simply because you "no longer want it" or have "changed your mind"), you will be responsible for covering the round-trip shipping costs charged by Helian Logistics (calculated based on the actual shipping rates for the package, approximately 12–30 AED). This fee will be deducted from your refund, and the remaining balance will be returned to you.
V. Other Notes
Logistics service standards (such as delivery timelines and package handling procedures) are subject to the latest policies of Helian Logistics. Any updates or adjustments to these policies will be reflected in real-time on the store's "Shipping Policy" page; individual notifications will not be sent to users.
If you wish to track the logistics progress of your order or require assistance with after-sales issues, please send an email to athxora@gmail.com or leave a message via the store's backend messaging system. We will respond to and address your inquiry within one business day.