Shipping policy

Shipping and Delivery

Where we ship

We deliver to addresses in the United Kingdom and the United Arab Emirates.

Delivery cost

Delivery is free to both the UK and the UAE. There is no minimum order value and no charge added at checkout.

How long it takes

We process orders within 1–2 business days of receiving them.

United Kingdom: delivery typically takes 3–5 business days after dispatch.

United Arab Emirates: delivery typically takes [X–Y] business days after dispatch.

Business days are Monday to Friday, excluding public holidays. Orders placed at a weekend are processed on the next business day.

Tracking

You will receive a tracking number by email as soon as your order is dispatched. If you have not received tracking within three business days of ordering, email us at eslemsgroup@gmail.com and we will find out where it is.

Who ships your order

Orders for UK addresses are fulfilled and dispatched from within the United Kingdom by our supply partners. This means your parcel travels domestically and there is nothing to pay on arrival.

Customs and import charges

United Kingdom: nothing further to pay. Your order arrives with no customs charges or import duty.

United Arab Emirates: depending on where your order ships from, customs duty or import VAT may be charged on arrival. Any such charge is set by the UAE authorities and is payable by you, not by us. We recommend checking current UAE import thresholds if you are ordering a high-value item.

Delays

Most orders arrive on time. Occasionally a carrier runs late, weather interferes, or a parcel is mis-scanned. If your order is later than the timeframes above, email eslemsgroup@gmail.com with your order number and we will chase it with the carrier.

If your order has not arrived within 30 days of dispatch, we will treat it as lost and either resend it or refund you in full — your choice.

Wrong or incomplete address

Please check your delivery address before completing checkout. If an order is returned to us because the address was incorrect or nobody was available to receive it, we will contact you to arrange redelivery. We do not charge again for redelivery within the UK.

Missing, damaged or wrong items

If your parcel arrives damaged, or something is missing or incorrect, tell us within a reasonable time of delivery and we will put it right at no cost to you. A photograph helps us resolve it faster and lets us raise it with the carrier. Your full rights are set out in our Returns and Refunds policy.

Contact

Any question about delivery: eslemsgroup@gmail.com