1. Order Processing

All orders are processed within 1–2 business days, excluding weekends and public holidays.

Orders placed during high-volume periods, campaigns, holidays, or promotional events may require additional processing time. If there is a significant delay in processing your order, we will contact you by email or phone.

2. UAE Delivery Options

We offer delivery across the United Arab Emirates.

Available delivery options and charges will be displayed at checkout based on your delivery location and order value.

UAE delivery options may include:

- Next Day Delivery - UAE
- Free Next Day Delivery for UAE orders of AED 400 and above
- Same Day Delivery - Selected UAE Cities

Next Day Delivery applies to main UAE city areas and usually takes 1–2 business days after the order has been processed.

Free UAE Shipping applies to eligible UAE orders of AED 400 and above and is offered as a Next Day Delivery option.

Same Day Delivery is available only in selected main city areas in Dubai, Abu Dhabi city, Sharjah, and Ajman.

Same Day Delivery is not available for Al Ain, remote Abu Dhabi areas, Fujairah, Ras Al Khaimah, Umm Al Quwain, or other remote locations.

3. Remote Area Delivery

Some UAE remote areas are served on scheduled delivery routes and may take longer than normal city deliveries.

Remote areas may not be eligible for standard Next Day Delivery or Same Day Delivery. Remote area delivery may also be subject to an additional delivery surcharge.

If your address is considered a remote area or cannot be serviced under the selected delivery option, our team will contact you before dispatching your order to confirm the available delivery option.

If your address cannot be serviced by our delivery partner, we will contact you to arrange the best available option or issue a refund.

4. International Shipping

We currently deliver internationally from the United Arab Emirates.

International delivery times and shipping costs vary depending on the destination country and will be calculated and displayed at checkout where available.

Please note that international delivery timelines may vary due to customs clearance, local courier delays, public holidays, or other factors outside our control.

5. Customs, Duties, and Taxes

For international orders, customs duties, taxes, import fees, clearance charges, or any other fees imposed by the destination country are the responsibility of the customer.

Nara Elixir is not responsible for customs duties, taxes, or import charges applied during or after shipping.

If a shipment is delayed due to customs clearance or if additional customer information is required by customs, the customer is responsible for providing the required information.

6. Customer Identification Requirement

Some countries may require customer identification details for customs clearance.

As per customs requirements, we may request the following:

- Saudi Arabia: Customer ID may be required for orders exceeding 999 SAR.
- Qatar: Customer ID may be required for orders exceeding 999 QAR.
- Oman: Customer ID may be required for all orders, regardless of order value.

If customer identification is required and not provided, the shipment may be delayed, returned, or cancelled.

7. Shipping Confirmation and Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email with your tracking information.

Tracking information may take up to 24 hours to become active after dispatch.

8. Failed Delivery, Incorrect Address, or Customer Unavailability

Customers are responsible for entering accurate and complete delivery information at checkout, including the correct address, phone number, building name, apartment or villa number, and any required delivery instructions.

If an order cannot be delivered because the customer entered incorrect or incomplete information, did not answer the courier’s calls, was unavailable at the delivery time, refused the order, or failed to respond to delivery attempts, an additional AED 20 fee will apply.

This AED 20 fee covers failed delivery, return-to-origin, or re-delivery handling charges and may be deducted from the refund amount or collected before arranging another delivery attempt.

9. Refused or Unclaimed Orders

If a customer refuses to accept the order, does not respond to courier attempts, or fails to receive the shipment, the order may be returned to us.

In such cases, delivery, return-to-origin, re-delivery, remote area, customs, or handling charges may be deducted from the refund amount where applicable.

10. Damaged or Missing Items

If your order arrives damaged or if any item is missing, please contact us within 48 hours of receiving your order.

Please include your order number, photos of the outer package, and photos of the damaged or missing item so our team can review the case.

11. Returns

Please review our Return and Refund Policy for full details on returns, refunds, return shipping charges, failed delivery charges, and refund deductions.

12. Contact Us

For shipping questions, please contact us at:

contact@naraelixir.com