Shipping policy

Shipping and Delivery Policy

Last Updated: September 26, 2026

This Shipping and Delivery Policy explains how Kheera Online processes, dispatches, and delivers orders across the United Arab Emirates.

1. Delivery Coverage

Kheera Online currently delivers within the United Arab Emirates, including:

  • Dubai

  • Sharjah

  • Ajman

  • Abu Dhabi

  • Ras Al Khaimah

  • Umm Al Quwain

  • Fujairah

We currently do not offer international or GCC deliveries.

2. Order Processing

Orders are generally processed within 24–48 hours, excluding Sundays and official UAE public holidays, after successful payment confirmation through Stripe.

Processing times may vary where additional order verification or clarification is reasonably required.

3. Delivery Times

After dispatch, delivery generally takes 1–5 business days, depending on the destination, product category, courier operations, and circumstances beyond our reasonable control.

Delivery estimates are not guaranteed delivery deadlines unless expressly stated otherwise at checkout or in a written agreement.

4. Shipping Fees

Shipping fees are calculated based on the order subtotal after promotional discounts and depend on the delivery location and product category.

A. Standard and Small Items — Dubai, Sharjah, and Ajman

  • Shipping: AED 30

  • Free delivery on qualifying orders of AED 300 or more

B. Standard and Small Items — Abu Dhabi, Ras Al Khaimah, Umm Al Quwain, and Fujairah

  • Shipping: AED 60

  • Free delivery on qualifying orders of AED 450 or more

C. Heavy-Duty and Large Items — All Emirates Except Abu Dhabi

  • Shipping: AED 100

  • Free delivery on qualifying orders of AED 1,000 or more

D. Heavy-Duty and Large Items — Abu Dhabi

  • Shipping: AED 200

  • Free delivery on qualifying orders of AED 2,000 or more

Applicable shipping charges and any available free-delivery qualification will be displayed at checkout.

5. Dispatch and Tracking

Once an order has been dispatched, Kheera Online will provide available tracking information to the customer.

The courier may contact the customer using the available phone number, SMS, WhatsApp, or other available communication method to coordinate delivery.

6. Delivery Address and Customer Availability

Customers are responsible for providing an accurate and complete delivery address and valid contact information.

Where a recipient cannot be reached, the courier may, where appropriate and in accordance with its procedures, complete an alternative handoff to a family member, co-resident, building security, reception, concierge, or another authorized recipient at the delivery location.

Where an alternative handoff is completed, the courier's delivery record may be used as evidence of delivery.

Where available, such records may include the parcel's delivery photo, receiver name or role, date and time, and tracking reference. Kheera Online does not intentionally require facial photographs as proof of delivery.

7. Inspection Upon Delivery

Customers are strongly encouraged to inspect the package and product upon delivery.

If a product is visibly damaged, broken, incorrectly supplied, or otherwise appears materially different from what was ordered, customers may refuse the delivery or contact Kheera Online as soon as reasonably possible to report the issue.

Customers should retain the original packaging and product until the matter has been resolved.

8. Damaged, Defective, Faulty, or Incorrect Products

If a product is damaged, defective, faulty, materially non-conforming to the specifications provided on our website, or incorrectly supplied, customers should contact Kheera Online as soon as reasonably possible after discovering the issue.

Where an issue is accepted by Kheera Online as a qualifying issue under applicable UAE law or this policy, Kheera Online will coordinate the applicable return, collection, repair, replacement, or refund and bear the applicable costs, subject to applicable UAE law.

A defect or fault that is not reasonably discoverable at the time of delivery should be reported when it is discovered.

Minor cosmetic wear, scuffs, or superficial transit marks on the outer cardboard cartons that do not affect the internal product do not constitute product damage.

9. Voluntary and Change-of-Mind Returns

Voluntary or change-of-mind returns are subject to the conditions and deadlines set out in our Return and Refund Policy.

Where eligible, the customer is responsible for the applicable direct return or collection courier charges.

The applicable return courier charge will be confirmed before the return is collected.

10. Return Request Deadline

Voluntary and change-of-mind return requests under our Return and Refund Policy must generally be submitted within seven (7) calendar days from the date of delivery.

This policy does not limit any mandatory statutory consumer rights or remedies that may apply under UAE law, including rights relating to qualifying defective, faulty, damaged, or non-conforming goods.

11. Delivery Delays and Circumstances Beyond Our Control

Kheera Online is not responsible for delays caused by circumstances beyond our reasonable control, including severe weather, government restrictions, public emergencies, courier disruptions, road closures, or other events outside our reasonable control.

Where reasonably possible, Kheera Online will communicate significant delivery delays to affected customers.

12. Contact Information

For questions regarding shipping, delivery, tracking, or delivery issues, please contact:

  • Entity Name: Kheera Online

  • Trade License Number: 847824

  • Tax Registration Number (VAT): 100562348100003

  • Email: kheeraonline@gmail.com

  • Phone and WhatsApp: +971 050 919 5922

  • Physical Address: Shed No. A2, Street 11, Industrial Area 12, Sharjah, United Arab Emirates

  • Customer Care Hours: Monday through Saturday, 1:30 PM to 6:30 PM (Gulf Standard Time)

  • Website: www.kheeraonline.com