Date of last update: December 2023

DELIVERY OPTIONS

AEAE offers different shipping options depending on your location, including standard and express deliveries

Local Deliveries: For orders in stock, we offer next day delivery. For orders available on pre-order, the delivery times are mentioned on the product page.

We offer free delivery on all domestic orders in the UAE for orders over 500AED. For orders below 500 AED, we charge a flat rate of 30 AED.

International Deliveries: We offer standard and express deliveries for international orders. On orders over 750 AED, we offer free standard shipping. On orders below 750 AED, we charge a flat rate of 70 AED for standard shipping and a flat rate of 100 AED for express shipping.

PROCESSING TIMES

Orders placed before 2:00 PM (GMT+4) will be processed on the same day, and orders placed after 2:00 PM (GMT+4) will be processed the following day. Once your order has been submitted into our system, you will receive an order confirmation email. Your orders will be fulfilled within 1 business day, excluding high-volume periods such as sales, product launches or festive seasons. Once your order has been dispatched, you should receive an email with the tracking number within 24 hours. If you do not receive an email, kindly contact us. Please note that delivery times are provided as guidelines only and that delivery to rural or incorrect addresses can result in longer wait times.

DUTIES AND TAX

Taxes will be calculated at checkout. Any applicable duties shall be the customers responsibility. For more information you can contact your local customs officers to get an estimate price.

DAMAGES AND ISSUES

Please inspect your order upon delivery and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right. You have 48 hours to do this from when you receive your items. Unfortunately, we cannot accept returns on sale items or gift cards.

CANCELLATION AND RETURNS POLICY

We understand that sometime everything doesn’t fit perfectly; that being said, you may return your order within 14 days from delivery and obtain a refund. If you made your purchase through a partnered retail location, such as a department store, then any return will need to be made in accordance with the return/cancellation policy of the relevant retailer and should not be returned directly to us. We hope that you are happy with your order, but if for some reason you are not, below are the steps to return a product.

STEP 1

Simply fill in our contact form through the Help section with your order number. Note that all items must be returned unused, with authentic labels and in original packaging. If goods returned are not in a re-sellable condition, we may not accept your return. Any promotional gifts received with your purchase must also be returned.

STEP 2

You will then be contacted by a member of our team to provide images of the item(s) condition, and to organize a pick-up of your order. You will receive a return label which you can use at a drop-off location or through a scheduled pick-up of your package. You are responsible for the cost of the delivery and it will be subtracted from your refund. 

STEP 3

Package your return item in AEAE packaging or in a well-padded envelope or box to prevent damage in transit. Please ensure you receive proof of postage or delivery. We are responsible for your parcel only once it has been received by us. Items lost in transit will not be treated as returned, and cannot be exchanged or refunded.

STEP 4

All returned goods will be examined upon receipt. We will not provide a full refund if the goods show signs of unreasonable use. In such circumstances, we will notify you via telephone or e-mail that a reduced refund amount will be available, or you can choose to arrange for such goods to be returned to you within 14 days of our notification.

STEP 5

Once we have processed your return, our customer service team will contact you by e-mail. Your payment for the goods (excluding shipping costs) will be refunded by AEAE by the original payment method, no later than 14 days after we have received the goods (provided that you have returned the goods to us within 14 working days of delivery or have notified us of the cancellation)