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About Undeliverable Shipments

Occasionally packages are returned to us as undeliverable. As we can't re-ship orders that have been returned to us, when a courier returns a package as undeliverable we'll issue you a full refund for prepaid orders, including the delivery costs.

If you'd still like to purchase the items in that shipment that's been returned to us as undeliverable you'll need to place a new order.

A shipment might be returned as undeliverable for several reasons:

Incorrect address:If the address is incorrect or outdated the shipment will typically be returned to us by the courier. Please double-check the address carefully when placing your order. For more information about adding, editing and deleting addresses from your Address Book see Add & Manage Addresses

Incorrect address format: If our system doesn't recognize the way an address was entered the shipment may be assigned to a courier that can't deliver to that address.

Failed delivery attempts: Most of our couriers will make more than one attempt to deliver a shipment. Certain packages will always require a signature on delivery. The courier may ask for your Government ID as proof for orders above 1500 AED. After three attempts, the package will be returned to us.

Refused by recipient: If the recipient at the relevant address rejects the shipment then it will be returned to us.

Damaged in transit: If a shipment is damaged while it's on its way to you the courier may return it without attempting delivery. In rare cases address labels may become impossible to read in transit. If that happens the courier will return the shipment to us.

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