FREE SHIPPING ON ALL UAE ORDERS
MATCHA SOURCED DIRECTLY FROM JAPAN
FRESHLY ROASTED COFFEE BEANS
DIRECT FROM THE SOURCE

Shipping policy

Effective Date: October 26, 2026

1. Coverage

We currently ship to all Emirates within the United Arab Emirates (UAE). Orders to remote or inaccessible areas may be canceled if the courier is unable to deliver to that location. If we cancel an order for this reason, you will receive a full refund, including the administrative fee.

Orders placed outside the UAE will not be processed.

2. Processing Time

  • All confirmed orders are processed within 1 to 2 working days (Monday to 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.

Orders containing multiple items may be dispatched in more than one parcel; tracking details are provided for each parcel.

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

🕔 Estimated delivery in 1 to 5 working days after dispatch. Coffee machines: 2 to 5 working days after dispatch, subject to availability and/or customization. Areas classified as remote by the courier may take an additional 2 to 3 days.

Delays may occur due to factors outside our control, such as courier network disruptions, weather, remote areas, 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

  • Delivery within the UAE is currently free on all orders. Any change to delivery charges will be shown at checkout before you pay.
  • 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 re-delivery fee in Section 5 will apply before re-shipping.

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.

If an order is lost or damaged in transit, we will file a claim with the courier. A replacement or refund is issued once the courier confirms the loss or damage, which may take up to 10 working days.

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 videos of the parcel and items received (photos alone may not be accepted).
  • Claims for visible damage or missing items reported after 24 hours will not be accepted. Defects that are not visible on delivery are handled under our Refund & Return Policy.

Accepting delivery confirms the external condition of the parcel; any visible damage should be noted with the courier at handover where possible.

Once the claim is confirmed, we will send a replacement. If a replacement is not available, a refund will be issued as set out in our Refund & Return Policy.

9. 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.

Parcels returned because of an incorrect address or customer unavailability can be re-shipped once the re-delivery fee in Section 5 is paid.

Refused deliveries are treated as return-to-sender cases. The charges set out in Section 12 of our Refund & Return Policy apply, and the order will not be re-shipped unless you place it again.

If a returned parcel is not re-shipped within 30 days because we cannot reach you or the re-delivery fee is not paid, the order will be canceled and treated as a refused delivery under Section 12 of our Refund & Return Policy.

10. Ownership

Ownership of and risk in your order pass to you on delivery.

Delivery is complete when the courier records the parcel as delivered to the address you provided, including handover to a building concierge, security, reception, or any person at that address. The courier’s proof of delivery is accepted as confirmation of delivery.

If delivery fails because of incorrect details or your unavailability, risk of loss passes to you from the first delivery attempt.

We ensure that all shipments are inspected and properly packed before dispatch.

11. Contact Information

This policy is issued by Theera FZC LLC, operator of The Era Store.

For any shipping or delivery inquiries:

📧 info@theera.ae

📱 +971 50 698 5430