# Shipping Policy

## Coverage

-   United Arab Emirates (domestic).
-   Gulf countries: Saudi Arabia, Qatar, Kuwait, Bahrain, and Oman — free shipping on orders above AED 400; standard international shipping rates apply for orders below AED 400.
-   International: we ship to selected countries; shipping cost is calculated and shown at checkout based on destination, weight/volume, and courier rates.

## Processing

-   Daily cutoff: 2:00 PM GST. Orders placed before cutoff dispatch the same business day; after cutoff dispatch next business day.
-   Business days: Monday–Friday (GST).
-   Pre-orders/backorders dispatch within the window shown at checkout.

## Domestic (UAE)

-   Service: Standard only (no express).
-   Fee: AED 20. Free over AED 100.
-   Timing: 1–3 business days to major cities; 2–4 business days to remote areas.
-   Requirements: physical address and UAE mobile. **No PO boxes or parcel lockers.**

## International

-   Availability: shown at checkout by destination.
-   Cost: calculated at checkout (live courier rates).
-   Timing: estimated transit window shown at checkout; varies by destination and customs.
-   Duties/Taxes: not included unless stated; payable by recipient to the carrier or customs.
-   Restrictions: no COD; some destinations may require IDs or additional documents. Refusal to pay duties/taxes or inability to clear customs may result in return to sender; original shipping and return charges are non-refundable.

## Tracking & Split Shipments

-   Tracking is emailed on courier handover.
-   Multi-item orders may ship in separate parcels with separate tracking.

## Delivery Attempts & Undeliverable Parcels

-   At least two delivery attempts.
-   If undeliverable or refused, the parcel returns to our warehouse. We can reship (additional shipping fee) or refund product(s); original shipping and return charges are non-refundable.

## Address or Time Changes

-   Before dispatch: request via [info@solemate.ae](mailto:info@solemate.ae)
-   After dispatch: changes handled by the courier; surcharges may apply.

## Payment on Delivery

-   Cash on Delivery (COD): Available for domestic orders only.

## Inspection on Delivery

-   Inspect on receipt. Report visible damage, missing items, or wrong products within 48 hours to [info@solemate.ae](mailto:info@solemate.ae) with photos and the airway bill number.

## VAT

-   UAE orders: 5% VAT displayed at checkout.
-   International orders: local VAT/GST and duties may apply and are collected by the carrier or customs authority.

## Non-Delivery Events

-   Delays from weather, road closures, security checks, or force-majeure events are outside our control.

## Sole Mate Orders

-   One complimentary Sole Mate Bag per order. Additional bags can be purchased and ship with the order when available.

## Contact

-   Customer Care — [info@solemate.ae](mailto:info@solemate.ae)

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> Source: [Sole Mate](solemate.ae/pages/shipping-policy)