Shipping Policy

Last updated: July 25, 2026

This Shipping Policy explains how orders placed through the Day One UAE online store are processed, shipped, delivered, inspected, and handled in the event of delays, damage, loss, or failed delivery.

The store is operated by:

Legal company name: Day One International Trading FZE LLC
Trading name: Day One UAE
Email: support@dayoneuae.com
Registered address: BC-891865 26th Floor, Amber Gem Tower, Mezzanine Floor, Sheikh Khalifa Street, Ajman, United Arab Emirates

By placing an order through Day One UAE, you acknowledge and agree to this Shipping Policy together with our Terms of Service, Return and Refund Policy, and Privacy Policy.

1. Product-Specific Shipping Information

Every product may have its own:

• Processing time;

• Dispatch time;

• Estimated delivery time;

• Shipping origin;

• Delivery method;

• Courier service;

• Shipping charge;

• Packaging procedure;

• Installation or assembly requirement;

• Delivery-area restriction; and

• Other product-specific shipping conditions.

The applicable shipping time and procedure will be displayed on the relevant:

• Product page;

• Cart;

• Checkout page;

• Order confirmation;

• Shipping confirmation; or

• Other notice provided before or after purchase.

Customers must review the shipping information displayed for each product before placing an order.

Product-specific shipping information forms part of this Shipping Policy. Where a product page states a different processing or delivery time from the general information in this policy, the product-specific information will apply to that product.

2. Processing Time and Delivery Time

Processing time and delivery time are separate periods.

Processing time is the time required to confirm, prepare, package, and hand the order to the courier or delivery provider.

Delivery time is the estimated time taken by the courier or delivery provider to transport the order after dispatch.

The estimated total delivery period may therefore include:

1. Product processing time;

2. Order verification;

3. Payment confirmation;

4. Packaging and preparation;

5. Courier collection; and

6. Transportation to the delivery address.

The processing and estimated delivery time for each product will be stated on the product page or otherwise communicated to the customer.

Processing normally begins after:

• The order has been successfully submitted;

• Payment has been authorized, where prepayment is required;

• Cash-on-delivery confirmation has been completed, where applicable;

• Any required customer information has been received; and

• Any required fraud or security review has been completed.

3. Estimated Delivery Dates

All delivery dates and delivery periods are estimates unless Day One UAE expressly states in writing that a particular delivery date is guaranteed.

Estimated delivery periods may be affected by:

• Product availability;

• Product origin;

• Supplier or warehouse processing;

• Customer location;

• Courier availability;

• Weekends and public holidays;

• Weather conditions;

• Customs clearance;

• Government restrictions;

• Incorrect customer information;

• Failed delivery attempts;

• High seasonal demand;

• Security reviews;

• Events beyond our reasonable control; or

• Other operational circumstances.

An estimated delivery date is not a promise that delivery will occur on that exact date.

We will make reasonable efforts to meet the displayed delivery estimate and to notify the customer of a material delay when information is available to us.

4. Orders Containing Multiple Products

Products in the same order may have different:

• Processing times;

• Delivery times;

• Shipping origins;

• Suppliers;

• Warehouses;

• Couriers; or

• Delivery procedures.

An order containing multiple products may therefore be:

• Processed at different times;

• Shipped in separate packages;

• Delivered on different dates;

• Assigned more than one tracking number; or

• Delivered by different couriers.

Receiving one package does not necessarily mean that the entire order has been delivered.

The customer should review the shipping information for every product in the order.

Where multiple products are shipped together, the overall dispatch time may depend on the product with the longest processing time. However, Day One UAE may divide the order into separate shipments when reasonably necessary.

Unless otherwise displayed at checkout, the customer will not be charged an additional shipping fee solely because Day One UAE decides to divide one order into multiple shipments.

5. Shipping Destinations

We deliver only to locations made available through the checkout process.

Delivery availability may depend on:

• Country;

• Emirate;

• City;

• Postal or area code;

• Product category;

• Courier service area;

• Order value;

• Product size or weight;

• Legal restrictions; and

• Supplier or warehouse availability.

We may be unable to deliver to:

• Certain remote areas;

• P.O. boxes;

• Restricted locations;

• Military or government facilities;

• Locations outside a courier’s service area; or

• Countries where the product cannot legally be shipped.

If we cannot fulfil an order to the supplied address, we may contact the customer to request an alternative address or cancel the affected product and issue an appropriate refund.

6. Shipping Charges

Shipping charges are calculated or displayed during checkout, on the product page, or in another notice provided before the customer completes the order.

Shipping charges may depend on:

• Delivery location;

• Product type;

• Package size;

• Package weight;

• Order value;

• Shipping speed;

• Courier;

• Product origin;

• Remote-area surcharges;

• Cash-on-delivery charges; and

• Special handling requirements.

Certain products may qualify for free shipping, while others may have separate delivery charges.

A free-shipping offer applies only under the conditions stated with the offer and does not necessarily include:

• Return shipping;

• Redelivery charges;

• Remote-area fees;

• Customs duties;

• Import taxes;

• Installation;

• Assembly; or

• Special handling.

7. Customer Delivery Information

Customers must provide complete and accurate:

• Full name;

• Delivery address;

• Building or villa number;

• Floor or apartment number;

• Area and city;

• Landmark, where helpful;

• Telephone number;

• Email address; and

• Any other information required for delivery.

The customer is responsible for reviewing these details before submitting the order.

Day One UAE is not responsible for a delay, failed delivery, or additional cost caused by inaccurate, incomplete, or outdated information supplied by the customer.

If you notice an error in your delivery information, contact support@dayoneuae.com immediately.

We will try to update the information, but changes cannot be guaranteed after the order has entered processing or has been dispatched.

8. Address Changes

A delivery address may not be changed after dispatch.

Where a courier permits an address change, the customer may be responsible for:

• Redirection charges;

• Additional shipping fees;

• Delivery delays; and

• Other costs imposed by the courier.

For security reasons, we may require verification before approving a material address change.

An address change to another country, delivery zone, or substantially different location may require cancellation and placement of a new order.

9. Order Verification

Before dispatch, we may contact the customer to confirm:

• The order;

• Delivery address;

• Telephone number;

• Payment information;

• Cash-on-delivery availability;

• Product options;

• Product compatibility; or

• Other information necessary to complete delivery.

Failure to respond to a reasonable verification request may delay or result in cancellation of the order.

10. Cash-on-Delivery Orders

Where cash on delivery is offered, the customer must:

• Provide a valid delivery address;

• Provide an active telephone number;

• Confirm the order where requested;

• Be available to receive the package;

• Pay the total amount due at delivery; and

• Cooperate reasonably with the courier.

Cash-on-delivery availability may vary by product, location, order value, and courier.

Repeated refusal of confirmed cash-on-delivery orders may result in:

• Restriction of future cash-on-delivery purchases;

• Cancellation of future orders;

• A requirement to pay in advance; or

• Recovery of reasonable delivery costs where permitted by law.

11. Order Dispatch and Tracking

Where tracking is available, the tracking number or delivery information may be sent by:

• Email;

• SMS;

• Customer account notification;

• Shopify order-status page; or

• Another available communication channel.

Tracking information may not update immediately after dispatch. Courier systems may require additional time to register or scan a shipment.

Some local, supplier-direct, specialist, or same-day delivery services may not provide continuous online tracking.

Customers should ensure that their email address and telephone number remain active until delivery is complete.

12. Delivery Procedure

The courier may:

• Call the customer before delivery;

• Request location details;

• Request proof of identity;

• Request an order confirmation;

• Request a delivery code or one-time code;

• Request payment for a cash-on-delivery order;

• Obtain a signature; or

• Take another reasonable step to confirm delivery.

The customer must not provide online banking passwords, card PINs, or unrelated financial credentials to a courier.

The customer should ensure that either the customer or an authorized person is available to receive and inspect the package.

A package accepted by an authorized person at the stated address may be treated as delivered to the customer.

13. Inspection Before Accepting Delivery

Customers must inspect the external condition of the package at the time of delivery and before accepting it, wherever reasonably possible.

Check for:

• Crushed, torn, punctured, or wet packaging;

• Broken or missing seals;

• Visible impact damage;

• Signs that the package has been opened;

• Missing packages;

• Incorrect product quantities;

• Incorrect product labels; or

• Any other obvious sign of damage or interference.

Where the courier permits the package to be opened before acceptance, the customer should also inspect the product for visible damage.

If visible damage or tampering is found, the customer should:

1. Not sign that the order was received in good condition;

2. Ask the courier to record the damage;

3. Take clear photographs and videos;

4. Photograph the shipping label and packaging;

5. Refuse delivery where reasonably appropriate; and

6. Contact support@dayoneuae.com immediately.

Where refusal is not possible, the customer should write or request that the courier record words such as:

“Received damaged” or “Received subject to inspection.”

The customer should retain all packaging until the matter has been reviewed.

14. Shipping Damage and Insurance

Orders do not automatically include optional shipping insurance unless the product page, checkout, or order confirmation expressly states that insurance is included.

This means that Day One UAE does not promise that every shipment is covered by a separate insurance policy against loss or damage during transportation.

However, the absence of optional shipping insurance does not remove any mandatory consumer rights or any responsibility that cannot legally be excluded.

Visible shipping damage should be identified before accepting the package whenever reasonably possible.

A customer who accepts a package despite clear external damage without noting or documenting the damage may make it more difficult for Day One UAE or the courier to verify and process a shipping claim.

Day One UAE may request:

• Photographs;

• Videos;

• An unboxing video;

• The shipping label;

• Original packaging;

• Courier documentation;

• A written description of the damage;

• Product serial numbers; or

• Other reasonable evidence.

Where shipping damage is confirmed, Day One UAE will assess the available remedy under:

• Applicable consumer law;

• The product warranty;

• Courier terms;

• Supplier arrangements;

• Our Return and Refund Policy; and

• The circumstances of the delivery.

The available remedy may include:

• Replacement;

• Repair;

• Exchange;

• Full or partial refund;

• Assistance with a courier claim; or

• Another remedy required by applicable law.

15. Concealed Damage Discovered After Delivery

Some product damage may not be visible from the outside of the package.

If damage is discovered after opening the package, contact support@dayoneuae.com as soon as reasonably possible.

Provide:

• Your full name;

• Order number;

• Clear photographs of the damage;

• Photographs of all sides of the packaging;

• A photograph of the shipping label;

• Photographs of internal protective materials;

• A video showing the product and damage, where possible; and

• A description of when and how the damage was discovered.

Do not:

• Use the damaged product;

• Attempt to repair it;

• Alter it;

• Dispose of it;

• Remove serial numbers;

• Discard the packaging; or

• Return it without authorization.

Failure to report concealed damage promptly or preserve the packaging may make it difficult to determine whether the damage occurred before, during, or after delivery.

Accepting a package does not automatically remove a customer’s mandatory rights regarding concealed defects or shipping damage that could not reasonably have been identified at delivery.

16. Customer-Caused Damage

Day One UAE is not responsible for damage occurring after delivery because of:

• Misuse;

• Negligence;

• Dropping the product;

• Incorrect assembly;

• Improper installation;

• Unauthorized repair;

• Failure to follow instructions;

• Improper storage;

• Exposure to unsuitable conditions;

• Normal wear and tear; or

• Modification or tampering.

Such damage is not considered shipping damage.

17. Failed Delivery Attempts

The courier may make one or more delivery attempts depending on its procedures.

If delivery cannot be completed because the customer:

• Is unavailable;

• Does not answer the telephone;

• Provides an incorrect address;

• Provides incomplete directions;

• Refuses to cooperate with reasonable delivery requirements;

• Refuses a valid order without an approved reason; or

• Fails to pay for a confirmed cash-on-delivery order,

the package may be:

• Held for collection;

• Rescheduled;

• Returned to the warehouse;

• Returned to the supplier; or

• Cancelled.

The customer may be responsible for reasonable:

• Redelivery charges;

• Return-to-sender charges;

• Cash-on-delivery fees;

• Courier handling fees; and

• Other costs caused by the failed delivery,

where permitted by applicable law.

18. Refused Orders

A customer should refuse delivery only where there is a valid reason, such as:

• Visible shipping damage;

• Clear evidence of tampering;

• Receipt of a package that does not belong to the customer;

• A delivery amount that differs from the confirmed order without explanation; or

• Another material delivery issue.

Refusing an order because the customer changed their mind does not automatically qualify the order for free return shipping.

For an ordinary change-of-mind return, the customer must follow our Return and Refund Policy and is responsible for the applicable return shipping costs.

19. Delayed Shipments

Delivery delays may occur because of circumstances beyond our reasonable control.

These may include:

• Courier disruptions;

• Traffic or weather conditions;

• Public holidays;

• Customs inspections;

• Product shortages;

• Supplier delays;

• Remote delivery locations;

• Government restrictions;

• Incorrect customer information;

• High order volumes;

• Force majeure events; or

• Security or fraud reviews.

A delay does not automatically entitle the customer to compensation unless required by applicable law.

Where a delay becomes substantial, contact support@dayoneuae.com so we can review the order.

Depending on the circumstances, we may:

• Provide updated information;

• Contact the courier;

• Continue delivery;

• Offer an alternative product with the customer’s agreement;

• Permit cancellation where appropriate; or

• Provide another remedy required by law.

20. Lost or Missing Shipments

A shipment will not automatically be considered lost merely because tracking has not updated or an estimated delivery date has passed.

Before determining that a shipment is lost, we may need to:

• Review the tracking history;

• Contact the courier;

• Contact the supplier or warehouse;

• Confirm the customer’s delivery information;

• Check whether the parcel was delivered to an authorized person;

• Check reception, security, neighbours, or another designated location; and

• Allow the courier’s investigation period to conclude.

Customers must cooperate reasonably with a shipping investigation.

If a shipment is confirmed as lost, Day One UAE will determine an appropriate remedy, which may include:

• Replacement;

• Reshipment;

• Refund;

• Store credit with the customer’s agreement; or

• Another remedy required by applicable law.

21. Missing Products or Partial Delivery

If an order arrives with a missing product, first check whether the order was divided into multiple shipments.

The order confirmation, fulfilment email, tracking information, or order-status page may show separate packages.

If a product is still missing, contact support@dayoneuae.com and provide:

• Order number;

• Details of the missing product;

• Photographs of the received package;

• Photograph of the shipping label;

• Photograph of all products received; and

• Any other information reasonably requested.

Do not discard the packaging until the claim has been reviewed.

22. Incorrect Products

If you receive an incorrect product, size, colour, model, or quantity:

• Do not use, wash, install, assemble, or alter the product;

• Preserve the original packaging;

• Take clear photographs;

• Contact us promptly; and

• Wait for return or replacement instructions.

Where Day One UAE confirms that the wrong product was supplied, we will provide an appropriate remedy under our Return and Refund Policy and applicable law.

23. International Shipping

International shipping may be available only for selected products and destinations.

International orders may be subject to:

• Customs inspections;

• Import restrictions;

• Additional documentation;

• Customs duties;

• Import taxes;

• Brokerage fees;

• Clearance charges;

• Local delivery fees; and

• Longer delivery times.

Unless expressly stated otherwise, these charges are the customer’s responsibility and are not included in the product price or shipping charge.

The customer is responsible for confirming that the ordered product may legally be imported, possessed, and used in the destination country.

We are not responsible for customs delays or a customer’s failure to comply with destination-country requirements.

Where a shipment is returned because the customer did not pay customs charges or provide required information, reasonable shipping and return costs may be deducted from any refund where permitted by law.

24. Customs and Import Information

Customers must provide accurate information required for customs clearance.

Day One UAE will not intentionally misstate:

• Product value;

• Product description;

• Country of origin;

• Order value; or

• The commercial nature of a shipment.

We cannot mark a commercial purchase as a gift solely to avoid customs charges.

25. Special, Oversized, or Installation Products

Certain products may require:

• Special delivery vehicles;

• Scheduled delivery;

• Installation;

• Assembly;

• Site access;

• Customer measurements;

• Lift or stair access;

• Additional personnel;

• Delivery only to the building entrance; or

• Other product-specific arrangements.

These requirements will be displayed on the product page or communicated before delivery.

The customer is responsible for ensuring that:

• The delivery location is accessible;

• Doorways, lifts, and stairways are suitable;

• Any required approvals are obtained;

• An authorized adult is present; and

• The delivery team can safely complete delivery.

Additional charges caused by inaccessible premises or inaccurate information may be the customer’s responsibility where permitted by law.

26. Preorders and Made-to-Order Products

Preorder, customized, and made-to-order products may have longer processing and delivery periods.

Any estimated dispatch or delivery period will be stated on the product page or communicated to the customer.

Such estimates may change because of:

• Manufacturing schedules;

• Supplier delays;

• Material availability;

• Quality-control procedures;

• International freight;

• Customs processing; or

• Other production-related circumstances.

We will notify the customer of a material change where reasonably possible.

27. Order Cancellations After Dispatch

An order cannot normally be cancelled after it has been dispatched.

If the customer no longer wants a dispatched order, the customer may need to:

1. Accept delivery;

2. Submit a return request within the applicable return period;

3. Follow the Return and Refund Policy; and

4. Pay the applicable return shipping charges.

Refusing a dispatched order solely because of a change of mind may result in reasonable shipping, return, and handling costs being deducted from the refund where permitted by law.

28. Returns

Shipping a product back to Day One UAE is governed by our Return and Refund Policy.

For ordinary or change-of-mind returns:

• The customer must request a return within 7 calendar days of delivery;

• The return must be authorized;

• The customer is responsible for return shipping;

• Return shipping costs are non-refundable;

• The customer must package the product securely; and

• The customer remains responsible for the return until it is received.

Products must not be returned to the registered company address unless Day One UAE expressly provides that address as the authorized return location.

The correct return address and instructions will be provided after return approval.

29. Events Outside Our Control

Day One UAE is not responsible for a delay or failure caused by circumstances beyond our reasonable control, including:

• Natural disasters;

• Severe weather;

• Fire or flood;

• War or civil disturbance;

• Public-health emergencies;

• Government action;

• Customs interruption;

• Labour disputes;

• Transportation disruption;

• Internet or telecommunications failure;

• Courier failure;

• Supplier interruption;

• Cybersecurity incidents; or

• Platform outages.

We will make reasonable efforts to minimize the effect of such an event and communicate material updates where possible.

This section does not remove any obligation or consumer right that cannot legally be excluded.

30. Consumer Rights

This Shipping Policy operates alongside applicable UAE consumer-protection laws and any other mandatory law that applies to the customer’s order.

Nothing in this policy excludes, limits, or waives:

• Rights concerning defective goods;

• Rights concerning incorrectly supplied goods;

• Rights concerning unsafe products;

• Mandatory warranty rights;

• Rights to fair compensation where legally applicable; or

• Any other consumer right that cannot legally be excluded.

Where applicable law grants greater protection than this policy, the mandatory legal requirement will apply.

31. Changes to This Shipping Policy

We may update this Shipping Policy to reflect changes in:

• Delivery providers;

• Shipping locations;

• Products;

• Fulfilment arrangements;

• Business practices;

• Shopify features;

• Legal requirements; or

• Operational procedures.

The revised policy will be published on the website with an updated “Last updated” date.

Changes will not unlawfully reduce rights attached to an order that was already accepted before the change.

32. Contact Us

For shipping, tracking, delivery, damage, or missing-order questions, contact:

Legal company name: Day One International Trading FZE LLC
Trading name: Day One UAE
Email: support@dayoneuae.com
Registered address: BC-891865 26th Floor, Amber Gem Tower, Ajman.
Website: Day One UAE online store

Please include your order number in all shipping-related communications.