Shipping policy

Shipping Policy

The Detail Empire is committed to providing a clear, reliable, and transparent delivery experience for customers across the United Arab Emirates and the GCC countries where delivery is available.

1. Order Processing
- Orders are normally processed within 24 hours, excluding weekends and public holidays.
- You will receive an order confirmation after purchase and tracking information after your order is dispatched.
- Please ensure that your delivery address, phone number, and other contact details are accurate to avoid delivery delays.
- Processing time is separate from the delivery/transit time stated below.

2. Shipping Methods & Delivery Timeline

Standard Delivery (via Aramex)
- UAE: estimated delivery within 1–7 business days after dispatch.
- GCC destinations: delivery times may vary by destination and are confirmed at checkout or by our delivery partner.
- Shipping charges are calculated at checkout based on the applicable carrier rate for the destination, order size, and weight.

Express / Next-Day Delivery (via Aramex)
- Available only for eligible destinations and where the service is offered by Aramex.
- Orders placed before 12:00 PM may qualify for next-day delivery where the service is available.
- The applicable express shipping charge and estimated delivery time will be shown at checkout.

In-Store Collection
- Pickup is available from our UAE store location where this option is offered at checkout.
- Orders selected for collection are normally ready within 1–7 business days after order confirmation.
- Customers will be notified when the order is ready for collection.

3. Delivery Coverage
We currently offer delivery within the United Arab Emirates and selected GCC destinations, subject to service availability and the delivery options shown at checkout.

GCC destinations include:
- United Arab Emirates
- Saudi Arabia
- Kuwait
- Qatar
- Bahrain
- Oman

Delivery availability, delivery time, and shipping charges may vary by destination, serviceable area, order size, product weight, and carrier availability.

Remote or hard-to-reach areas may require additional delivery time. If special arrangements are required, our team or delivery partner may contact you.

4. Packaging & Presentation
- All orders are packed using secure and protective packaging appropriate for the products being shipped.
- Heavy, oversized, fragile, or unusually shaped items may require alternative packaging or special handling.

5. Shipping Fees
- Shipping charges are calculated at checkout based on the applicable carrier rate, destination, order size, and weight.
- Where carrier-rate shipping is used, The Detail Empire does not add a separate markup or handling fee to the carrier shipping charge.
- The shipping amount shown to the customer at checkout is the amount applicable to that order and destination.
- Any applicable customs duties, import taxes, or destination-country charges, if not included at checkout, are the responsibility of the customer.

6. Track Your Order
- A tracking link or tracking number will be sent by email or SMS after your order is dispatched.
- Tracking availability and update frequency depend on the carrier and destination.
- If tracking information does not update as expected, our customer support team can assist.

7. Returns & Exchanges
- Eligible returns may be requested within 14 days of delivery.
- Returns are accepted for products that are defective or damaged upon delivery, incorrect products received, or products that are not working as described.
- Eligible products must be unused, unopened, and in their original packaging, including applicable manuals, labels, accessories, and complimentary items.
- Change-of-mind returns are not accepted.
- For an eligible return caused by an incorrect, defective, damaged, or not-as-described product, The Detail Empire provides a prepaid return label where the applicable return service is available.
- Refunds are processed within 7–10 business days after the returned item has been received and inspected.
- Certain products may be non-returnable. Product-specific exclusions, where applicable, are stated on the product page or in our Refund Policy.

8. Payment Methods
- Credit/Debit Cards: Visa, MasterCard, American Express, Discover, JCB, Apple Pay, and Google Pay, where supported at checkout.
- Saved-card options may be available for eligible customers and payment providers.

9. Damaged, Lost, or Delayed Shipments
- If your order arrives damaged, incorrect, or with a product issue, please contact us within 48 hours of delivery and provide photographs or videos where possible.
- For a package that appears lost in transit, we will coordinate with the carrier and work with the customer on the appropriate resolution.
- Delivery times may be affected by customs clearance, weather, carrier disruptions, remote-area service limitations, public holidays, or other circumstances outside our reasonable control.
- A delivery estimate is not a guarantee of delivery on a specific date.

10. Support
- Email: support@thedetailempire.com
- Phone/WhatsApp: +971 50 952 6680
- Support Hours: Saturday to Thursday — 9:00 AM to 7:00 PM (GST)
- Business Address: Unit No. 1, Lehbab 4, Al Quoz Industrial 2, Land No. 27-0, Dubai, United Arab Emirates