Alvirah Shipping Policy

Welcome to Alvirah’s Shipping Policy. We are committed to delivering your orders swiftly, securely, and transparently. This policy outlines our shipping processes, regions served, delivery times, rates, and related terms. By placing an order with Alvirah (Biljon Dinaro LLC), you agree to the following shipping terms and conditions.

Order Processing & Dispatch Times

Order Processing: Orders are processed and dispatched on our working days, Saturday through Thursday. Orders placed on Fridays or public holidays will be processed on the next working day.
Dispatch Cut-off Times: For next-day delivery service, orders must be confirmed by 3:30 PM Gulf Standard Time (GST). Orders confirmed after 3:30 PM will ship out the following working day. For same-day delivery service (Dubai only), orders must be confirmed by 1:00 PM GST to be delivered by late evening on the same day. Orders placed after the same-day cut-off will automatically roll over to next-day dispatch.
Weekend/Holiday Handling: We generally do not dispatch on Fridays or UAE public holidays. In special cases where Friday/holiday shipping is needed, it may be arranged with prior notice (48 hours in advance) and might incur additional charges.
Confirmation & Tracking: Once your order is shipped, you will receive a shipment confirmation with a tracking number via email or SMS. You can use this to track delivery status in real time. All deliveries require a signature or recipient acknowledgment upon receipt for security.

Domestic Shipping (Within UAE)

We offer reliable and fast shipping across all seven Emirates of the UAE.

Delivery Timeline (UAE): Standard delivery time is next-business-day for most UAE addresses when you order by the 3:30 PM cut-off. For example, an order placed Monday morning will typically be delivered by Tuesday (barring unforeseen delays). Orders placed after the cut-off or during weekends will add an extra working day. Deliveries to remote or outlying areas (areas outside major city centers) may take an additional 1-2 days.
Same-Day Delivery (Dubai): For customers in Dubai, we offer a same-day delivery option. If you place your order by 1:00 PM GST and select same-day delivery at checkout, we will deliver your order by that evening (typically by 9 PM). Same-day service is subject to courier capacity and available only for Dubai addresses. If for any reason we cannot fulfill same-day delivery, we will inform you and default to next-day delivery.
Shipping Rates (UAE): We charge a flat rate based on order weight and item count for domestic shipments:

Standard Next-Day Delivery (UAE): AED 25 for orders up to 5.0 kg in weight (volumetric or actual, whichever is higher) and up to 3 items. This covers most standard orders.
Same-Day Delivery (Dubai): AED 30 for orders up to 5.0 kg (up to 3 items). This premium service fee reflects expedited handling.
Additional Weight: If an order exceeds 5.0 kg, an extra charge of AED 1.00 per additional 1 kg will apply. (Example: a 7 kg shipment would incur an extra AED 2.00.)
Additional Items: If an order contains more than 3 items, a small fee of AED 1.00 per additional itemapplies beyond the third item. (Example: 5 items in one order would incur an extra AED 2.00.)
Remote Area Surcharge: Deliveries to certain remote or hard-to-reach locations within the UAE will incur an additional AED 15.00 per shipment. This surcharge applies to areas that are outside our courier’s standard service zones (we will notify you at order checkout or before dispatch if your address falls in this category).

Delivery Attempts: Our courier will attempt delivery at your provided address. If you miss the first attempt, the driver will generally try one more time on the next business day. Please ensure someone is available to receive the package. If delivery fails after multiple attempts, the package will be returned to us as undelivered (see Undeliverable Packages below).
VAT: All domestic shipping charges are subject to 5% UAE VAT. The applicable VAT will be added at checkout and reflected in your invoice.

Regional Shipping (GCC Countries)

We currently ship to select GCC countries in the Gulf region, including Saudi Arabia (KSA), Kuwait, Oman, and Bahrain. (If you are located in another GCC country not listed, please refer to our international shipping section below or contact customer service to discuss delivery options.)

Delivery Timeline (GCC): Estimated delivery to GCC destinations is typically 2–5 business days from dispatch. Major city centers (e.g., Riyadh, Kuwait City, Manama, Muscat) usually receive deliveries in about 2-4 days, whereas remote areas in these countries might take up to a week. We work with premium courier partners to minimize transit times. Customs clearance (if applicable) is handled in advance to prevent delays at arrival.
Duties & Taxes (DDP): All orders shipped to our GCC service countries are sent on a Delivery Duty Paid (DDP)basis. This means any import duties, VAT, or customs fees required by the destination country are pre-paid by Alvirah. The shipping charges you pay at checkout already include these costs. You will not have to pay any additional tax or duty upon delivery – no surprises at your doorstep. We handle all necessary customs clearance to ensure a smooth delivery.
Shipping Rates (GCC): Shipping fees for GCC orders are weight-based. We have a transparent tiered rate structure (in AED) that combines fulfillment and delivery costs:

Up to 0.5 kg: AED 50
Up to 1.0 kg: AED 60
Up to 1.5 kg: AED 70
Up to 2.0 kg: AED 80
For weights above 2 kg, the rate increases by approximately AED 10 for every additional 0.5 kg. For example:

2.5 kg order: AED 90
5.0 kg order: AED 140
10.0 kg order: AED 240

Orders heavier than 10 kg will continue to incur AED 10 per 0.5 kg increment beyond 10 kg. Our checkout system will automatically calculate the exact shipping charge based on your order weight. (Note: The chargeable weight is the actual weight or volumetric weight, whichever is higher. See Packaging & Oversized Items below for volumetric calculation.)
These rates apply uniformly to Saudi Arabia, Kuwait, Oman, and Bahrain. They include standard fuel surcharges. They do not include any remote area surcharges or special handling fees that might be applicable in rare cases (see below).

Remote Areas in GCC: If your delivery address in the GCC is in a remote/off-route area (outside major cities or courier service zones), an additional remote area fee may apply (typically around AED 100 extra per shipment). We will notify you prior to shipping if your address falls into this category to get your confirmation. Remote deliveries may also take a bit longer than the standard timeline.
Cash on Delivery in GCC: We do offer COD as a payment option to the above GCC countries. Please refer to the Cash on Delivery (COD) section for details on fees and terms. If you choose COD, ensure someone is available to pay for the order upon delivery in local currency.

International Shipping (Rest of the World)

Alvirah proudly ships worldwide to a broad range of international destinations outside the UAE/GCC region. Whether you are in Asia, Europe, the Americas, Africa, or Oceania, we strive to get our products to you efficiently.

Global Delivery Zones: For shipping purposes, countries are grouped into global zones based on geography and courier networks. Shipping rates and transit times vary by zone. Our system will automatically determine your zone and show the corresponding shipping cost at checkout once you enter your address. Generally, nearby regions to the UAE fall into lower-numbered zones with faster delivery, while far regions are in higher zones with longer transit times.
Delivery Timeline (International): Typical delivery times range from 3 to 7 business days for Zone 1 countries(e.g., Middle East neighbors, South Asia) up to 7 to 14 business days for Zone 5/6 countries (e.g., North/South America, Far East Asia, remote countries). Please note that these are estimates and actual delivery may vary due to factors like customs processing or local courier schedules. We work with reputable international carriers (DHL, FedEx, Aramex, etc. depending on destination) to ensure timely delivery.
Customs Duties & Taxes (DDU vs DDP): By default, international orders (outside GCC) are shipped on a Delivery Duty Unpaid (DDU) basis. This means import duties, taxes, or customs charges are not included in our product or shipping prices for those destinations. The recipient will be responsible for paying any applicable import fees to the carrier or customs agency upon or prior to delivery. Important: If you are ordering from outside the GCC, please be aware of your country’s import rules and charges (such as VAT/GST, customs tariffs, etc.). The courier will contact you if any payment is due for customs clearance.

DDP Option: If you prefer to pre-pay all duties and receive your order without any customs billing on delivery, we may be able to ship via Delivery Duty Paid (DDP) to certain countries. DDP service will add the estimated import duties/taxes to your order payment. This option is not automated on our checkout yet, so please contact our customer support before placing your order if you wish to arrange DDP shipping. We will inform you of the additional costs and process payment for those fees separately.
Customs Delays: We do our best to expedite international shipments, but we cannot control delays caused by destination customs inspections. We provide all necessary documentation (commercial invoices, export papers, etc.) to minimize any hold-ups. You can track the clearance status via your tracking link and may be asked to provide additional information or payment if required by local authorities.

Shipping Rates (International): International shipping charges are based on your destination zone and the weight of the order. Our rates are highly competitive. For instance, as a guideline:

Shipments to Zone 1 (e.g. Gulf neighbors, Near East) start at around AED 55 for a 0.5 kg parcel.
Shipments to Zone 2 (e.g. South Asia, parts of Europe) start around AED 63 for 0.5 kg.
Shipments to Zone 3 (e.g. central/far Africa, certain remote regions) may start around AED 66–AED 100 for 0.5 kg due to higher logistics costs.
These are example base rates; actual costs will be calculated at checkout. As weight increases, additional weight charges will apply per the courier’s tariff. We always charge you exactly what our logistics partner charges us (we do not pad shipping costs).
Heavy Shipments: For very heavy shipments (e.g., large wholesale orders, bulk quantities), freight charges might be calculated differently. If your order exceeds typical courier weight limits or dimensional limits, we will contact you with a custom freight quote.

Service Limitations: Please note, we cannot ship to certain countries or regions where delivery services are unavailable or restricted by sanctions (e.g., conflict zones or embargoed nations). If we receive an order to a location we cannot service, we will inform you and cancel/refund the order. Additionally, we do not ship dangerous or prohibited goods as per international regulations.
No COD for International: Cash on Delivery is not available for international orders outside the UAE and GCC. All international orders must be prepaid online (via credit/debit card or other available payment methods at checkout).

Cash on Delivery (COD)

We offer Cash on Delivery as a convenient payment option for customers within the UAE and select GCC countries.

Availability: COD is available for orders within the UAE, and for orders to Saudi Arabia, Kuwait, Oman, and Bahrain. (We regret that COD is not offered for other international destinations at this time.)
COD Service Fee:

For UAE orders, there is no additional fee for Cash on Delivery. You simply pay the order amount (product + shipping) to the courier upon delivery.
For GCC orders, a COD service fee of 5% of the order value (invoice total) applies, with a minimum charge of AED 10. This fee will be added to your order at checkout if you select COD. The COD fee covers the courier’s handling of cash and the processing of international cash remittances.

Payment at Delivery: If you select COD, please ensure that you (or an authorized person) are available with the exact cash amount at the time of delivery. Our courier will collect the payment before handing over the package. In most cases, local currency of the destination is accepted (for GCC countries, the courier will convert the AED amount to the local currency at the prevailing rate). The delivery agent will provide a receipt for the cash payment.
Order Confirmation: We reserve the right to confirm high-value COD orders by contacting you (via phone or email) before dispatch, to ensure legitimacy and avoid fraud. Failure to confirm such an order may result in shipping delays or cancellation. Please provide a valid phone number at checkout for any order confirmation calls.
Remittance and Refunds: For COD orders, the collected cash is remitted by our courier partners to us on a periodic basis (usually on a bi-monthly schedule). As a result, if you are due a refund for a COD order (for example, if you returned the product or an order was canceled after you paid the courier), we can only process the refund after we have received the COD funds from the courier. This typically takes up to 2 weeks from the delivery date. We appreciate your patience in such cases. Refunds for COD orders can be issued via bank transfer or store credit as per our Refund Policy.
Non-Payment or Refusal: Please do not abuse the COD option. If you refuse to pay for a COD order upon delivery, or are frequently unavailable to receive and pay for COD orders, Alvirah reserves the right to restrict or cancel your access to COD for future purchases. We may require pre-payment for subsequent orders if a COD shipment is not honored.

Undeliverable Shipments & Returns

We strive to successfully deliver every order, but sometimes issues arise that prevent delivery. Below are our policies on undeliverable packages and return shipping.

Incorrect Address / Address Corrections: It is the customer’s responsibility to provide a complete and accurate shipping address. If a package is undeliverable due to an incorrect or incomplete address, we will attempt to contact you for an address correction. Address Correction Fee: Our carriers impose a fee (typically AED 50) for correcting a delivery address after dispatch. If the mistake is due to customer error, we reserve the right to pass this AED 50 fee on to you or charge it to the payment method on file. Double-check your address (including apartment/unit numbers, city, and contact info) when ordering to avoid this charge.
Failed Delivery Attempts: As noted, our couriers will usually attempt delivery at least twice (for international shipments, sometimes only once depending on local practices). If a delivery fails because the recipient was not reachable, not available, or refused the package, the shipment may be tagged as undeliverable. Undeliverable packages are typically returned to our warehouse. In such cases, we will notify you that the order came back undelivered.

If a package is returned due to customer fault (e.g., wrong address provided, unavailability, or refusal to accept delivery), we reserve the right to charge you the round-trip shipping costs. This means we may deduct the outbound and return shipping fees (plus any applicable duties/taxes that we cannot recover) from your refund, or bill you separately if the order is to be re-shipped. We will always communicate with you to determine the preferred resolution (reship or refund) in such scenarios.
If non-delivery was due to our error or the courier’s error, we will, of course, bear the costs and re-send your order as soon as possible.

Return Shipments (Customer-Initiated Returns): If you wish to return a product that you have received (subject to our Return/Exchange Policy conditions), the return shipping process will depend on your location:

Within UAE: We can arrange a reverse pickup from your address. For this service, a pickup fee of AED 15(for major city areas) or AED 30 (for remote areas) will apply. Typically, this fee is deducted from your refund or credit. Alternatively, you may choose to ship the item back to us yourself using any courier service; in that case, you would bear the return shipping cost directly and no additional fee would be deducted by us.
Within GCC: For returns from KSA, Kuwait, Oman, or Bahrain, we can help facilitate a return via our courier network. Return pickup fees in GCC countries will be communicated on a case-by-case basis (they will generally be similar to the original shipping fee or slightly higher, since return shipments also require customs handling). Any duties or taxes paid on the original import are typically non-refundable by customs, so please be aware that these cannot be reclaimed even if the product is returned. We recommend contacting our support team to coordinate GCC returns.
International (Outside GCC): At this time, we do not offer direct pickup service for returns outside the GCC. If you need to return an item from abroad, you will be responsible for shipping the product back to us in the UAE. We can guide you on the best address and method, but the shipping cost (and any applicable customs/export fees) will be at your expense. In certain cases, we may be able to provide a prepaid label and deduct the cost from your refund, but this needs to be arranged with customer service.

Timeline for Returns: For any authorized return, whether domestic or international, please ensure the item is shipped back in a timely manner (typically within 14 days of delivery) and packaged securely. Once we receive the returned item and verify its condition, we will process your refund or exchange as per our policy. (For COD orders, remember that refund processing can only occur after we have received the COD funds from the courier, as explained above.)
Undeliverable International Orders: If an international shipment is undeliverable and returned to us (for reasons such as incorrect address, customs refusal, or unclaimed package), it can take several weeks for the return transit back to UAE. We will keep you informed. Any return shipping charges, return customs fees, or disposals (if the package cannot be returned) will be handled on a case-by-case basis in communication with you. Our goal is to either get the product to you successfully or work out a fair resolution.

Packaging & Oversized Items

We take great care in packaging your orders to ensure they arrive in excellent condition. Here’s how we handle packaging and oversized shipments:

Protective Packaging: All orders are packed using appropriate, high-quality packaging materials at no extra cost. This includes sturdy corrugated boxes, bubble wrap, air cushions, tamper-evident polybags, and other protective materials as needed. Fragile items are wrapped and cushioned to prevent breakage. We also seal packages securely to avoid any tampering or leakage in transit. Standard packaging is included as part of our fulfillment service; you are not charged additionally for normal packing materials.
Environmentally Friendly: Whenever possible, we use recyclable and eco-friendly packaging materials. We aim to balance protection of your products with sustainable practices. You may occasionally receive your order in a recycled carton – rest assured we only reuse boxes that are clean and in good condition.
Volumetric Weight: Shipping carriers calculate fees based on the chargeable weight of a package, which is the greater of its actual weight or volumetric weight (dimensional weight). Volumetric weight is calculated using the formula: (Length x Width x Height) / 5000 (in cm, for most couriers). If you order a very bulky item that is lightweight, the shipping cost may be based on its size rather than its actual kilograms. Our system and logistics partner automatically take this into account to give fair shipping charges. We mention this so you understand why a large but light package might incur a higher fee – it’s due to standard courier policy.
Oversized Shipments: Most orders we ship are within standard size and weight limits. However, if you place an order that is exceptionally large, heavy, or requires special handling (for example, a single item over 70 kg, or oversize dimensions that don’t fit normal courier transport), we will reach out to you. Such orders might require freight shipping or specialized delivery arrangements. We will discuss the options (and any extra costs or timeframes) with you before proceeding. In some cases, an oversized item may incur a one-time oversized handling surcharge (for instance, our logistics partner charges about AED 85 for handling very heavy domestic shipments, or around AED 330 for oversized international freight). We will always inform you in advance if such a fee is necessary, and you can choose to proceed or adjust your order.
Insurance: All shipments include basic transit insurance as provided by the courier (this typically covers up to a certain value in case of loss or damage, e.g. around USD $100 for international shipments, and lesser for domestic). For most orders, this default coverage is sufficient. If you have a high-value order and would like to purchase additional shipping insurance for peace of mind, please contact us before we ship. We can arrange extra coverage at a rate of about 2% of the goods’ value (with a minimum fee), which protects the full order value in transit. This is optional and typically recommended only for very expensive or one-of-a-kind items.
Parcel Consolidation: If you order multiple items, we will generally pack them together in one parcel when possible, to optimize shipping cost and reduce waste. If your order is too large for one box, it may be split into multiple parcels – in such cases, we still calculate shipping by total weight/volume, so it won’t cost you more than if it were one big box. You will receive tracking numbers for each parcel if split shipping occurs.

Compliance and Contact Information

Our shipping practices comply with all applicable UAE laws and regulations, as well as international shipping and customs requirements. We strive for transparency in all fees and timelines so you can shop with confidence. By shopping with Alvirah, you agree to our policies as stated above, which are designed to ensure a smooth experience for both the customer and the seller.

If you have any questions or concerns about shipping (before or after placing an order), please reach out to our customer support team at support@alvirah.com or call +971-XXXXXXXX. We are here to help and can provide shipping estimates, clarify any charges, or assist with tracking issues.

Thank you for choosing Alvirah! We appreciate your business and look forward to delivering your orders swiftly and safely.