Shipping policy

Effective Date: October 30, 2025

1. Coverage

We currently ship to all Emirates within the United Arab Emirates (UAE) [excluding remote or inaccessible areas] and selected Gulf Cooperation Council (GCC) countries.
Orders placed outside these regions will not be processed.

2. Processing Time
   •    All confirmed orders are processed within 1–2 working days (Monday–Friday, excluding public holidays).
   •    Orders received after 11 AM are processed on the next working day.
   •    Once dispatched, you will receive a confirmation email or WhatsApp message with tracking details.

In cases of high order volume, new product launches, or national holidays, processing may take slightly longer — in which case we will notify you in advance.

3. Delivery Timeline

Within UAE:
🕓 Estimated delivery in 1–5 working days after dispatch, Coffee Machines estimated 15-20 working days subject to availability and/or customization

To GCC countries:
🕓 Estimated delivery in 5–10 working days after dispatch, depending on customs clearance in the destination country.

Delays may occur due to factors outside our control, such as courier network disruptions, weather, remote areas, customs delays, or incorrect shipping details provided by the customer.

4. Delivery Partners

We use trusted third-party courier services to ensure safe and reliable delivery.
Once your order has been handed over to the courier, tracking information will be provided via email or WhatsApp.

Our couriers are authorized to contact you directly to confirm delivery times or coordinate access to your address.

5. Shipping Fees
   •    Shipping charges are calculated at checkout and depend on your delivery location and order size.
   •    Free delivery offers may be available on selected promotions and will be displayed at checkout.
   •    A re-delivery fee of AED 40 applies if:
   •    The address provided is incomplete or incorrect
   •    The customer is unavailable to receive the order
   •    Delivery is rescheduled after a failed attempt

6. Order Accuracy & Address Information

It is the customer’s responsibility to ensure that all delivery details — including address, building name, phone number, and apartment number — are accurate and complete.
Incorrect or missing details may result in delayed delivery or return of the parcel.

If a parcel is returned to us due to incorrect or incomplete details, the customer will bear the re-shipping cost.

7. Packaging & Handling

Each order is carefully packed to ensure that products arrive in perfect condition:
   •    Fragile items (glass, ceramics, accessories) are protected using layered packaging and quality control inspection prior to dispatch.
   •    All items are shipped in durable packaging designed to withstand courier handling.

We do not take responsibility for delays or damages once the parcel has been accepted by the courier, except in cases of confirmed courier mishandling.

8. Damaged or Missing Items

If your parcel arrives visibly damaged or incomplete:
   •    Please notify us within 24 hours of delivery via info@theera.ae or WhatsApp +971 50 698 5430.
   •    Include your order number and clear photos of the parcel and items received.
   •    Claims made after 24 hours cannot be accepted, as per courier insurance policy.

Once reviewed, we will arrange a replacement or store credit, if applicable.

9. International (GCC) Deliveries

For GCC shipments, customs duties, taxes, or import fees (if any) are determined by the destination country and are the responsibility of the customer.
Delivery times may vary depending on customs clearance.

We cannot guarantee delivery timeframes once the shipment has reached the destination country’s customs authority.

10. Non-Delivery Cases

If a parcel cannot be delivered due to:
   •    Incorrect address
   •    Refused delivery
   •    Customer unavailability
The courier will attempt to contact the customer twice before returning the parcel.

Returned parcels can be re-shipped upon payment of applicable re-delivery fees.
Unclaimed parcels after 30 days will be considered abandoned, and refunds will not be issued.

11. Ownership & Risk

All orders become the property of the customer once dispatched and handed over to the courier service.
We ensure that all shipments leave our warehouse undamaged and properly packed, but risk of loss passes to the customer once the courier takes possession.

12. Contact Information

For any shipping or delivery inquiries:
📧 info@theera.ae
📱 +971 50 698 5430