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Free shipping on all orders above 300 AED.

Complimentary bag with every order.

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Shipping Policy

 

Coverage

  • United Arab Emirates (domestic).

  • 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 300.

  • 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.

  • After dispatch: changes handled by the courier; surcharges may apply.

Payment on Delivery

  • Cash on Delivery (COD): not available (domestic or international).

Inspection on Delivery

  • Inspect on receipt. Report visible damage, missing items, or wrong products within 48 hours to 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

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