Shipping Policy
Local and International Shipping
Local Delivery:
- For orders below AED 3,000 we are charging a shipping fee of AED 35
- We offer free local delivery on all orders above AED 3,000.
- High-Value Items (Above AED 7,000): For items above AED 7,000, we will deliver them personally with our driver. You are required to inspect the item at the time of delivery. If you are not satisfied, the item must be returned immediately while the driver is present. Once the driver leaves the location, the sale is considered accepted and final. Please ensure you have your Emirates ID with you, as the driver will request it at the time of delivery. We reserve the right to refuse handover if identification is not provided.
International Shipping:
- Enjoy free international shipping for orders above AED 3,000 (approx. $850).
- We ship international orders within 48 hours after receiving payment (excluding weekends and public holidays).
- Shipping to Saudi Arabia: Due to new customs regulations, fine jewelry items require the original stamped invoice for shipping. Please check the item description to confirm if the original invoice is included before ordering.
- Saudi SPL Requirement: As per Saudi regulations, customers must provide a valid Saudi Post (SPL) National Address (8-character Short Address, e.g., RCTB4359) at checkout. Orders without a valid SPL code may face delays, returns, additional charges, or delivery failure. We are not responsible for issues arising from incorrect or missing SPL details.
- Shipping to India: Due to Indian customs and import regulations, only brand-new items are permitted for import into India. Pre-owned, consignment, or previously worn items cannot be shipped to this destination. We can only fulfill orders to India that contain exclusively new merchandise from our "Brand New Pieces" collection. If your order does not comply, it may be cancelled.
- Shipping to Egypt: We operate a dedicated Egypt store at https://eg.theclosetonlineshop.com for local customers. If you wish to order items from our UAE selection, please note that customs duties and import taxes will apply, and delivery times may be extended. We have successfully facilitated orders to Egypt for customers willing to wait for international delivery and cover applicable customs charges.
- Note: Free delivery does not apply to heavy items such as luggage bags, even if the order total exceeds AED 3,000 (approx. $850). In these cases, additional shipping fees will be calculated at checkout.
Pickup Orders
- Pickup Eligibility: Only fully paid orders are eligible for in-store pickup.
- Pickup Policy: Customers have 3 calendar days from the date of placing the order to collect their item from the store.
- Upon pickup, customers are required to inspect the item in-store and confirm whether they wish to proceed with the purchase, request an exchange, or cancel the order before leaving the premises.
- If the order is not collected within 3 days, it will be automatically marked as completed and accepted. No refund, cancellation, or exchange will be permitted thereafter.
- Once the item has been collected and taken from the store, the sale is considered final and binding. No refund or exchange will be allowed.
Customs and Duties
- Customs Charges: You are responsible for paying any customs charges, duties, taxes, or clearance fees applicable in your country. We do not have control over these charges and recommend checking with your local customs office for detailed information. These charges are non-refundable, including in the event of a return or refused shipment.
- Invoice Declaration: We are required to declare the full amount of the invoice on all shipments due to strict customs regulations and shipment insurance policies. We cannot undervalue shipments or mark them as "gifts."
- Customer Confirmation: By placing an order, you confirm that you agree to pay any applicable customs charges.
Returns
Local Returns:
Local returns are free of charge. If you wish to return an item, please contact us to arrange the return.
International Returns:
For international returns, all charges including shipment fees (both outbound and return), customs duties, taxes, and any additional related costs will be borne by the customer.
