Shipping policy

Effective Date: July 23, 2026

1. Coverage

We currently ship to all Emirates within the United Arab Emirates (UAE). Orders to remote or inaccessible areas may be cancelled if the courier is unable to deliver to that location.

Orders placed outside the UAE 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.

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

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 videos of the parcel and items received (photos alone may not be accepted).
• Claims made after 24 hours cannot be accepted, as per courier insurance policy.

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

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

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.

Returned parcels can be re-shipped upon payment of applicable re-delivery fees.

Unclaimed parcels after 30 days will be considered abandoned, and partial refunds will not be issued.

10. Ownership

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.

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