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
• 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