Delivery Policy

This Policy sets out the procedure, time limits, and cost of delivery of orders placed on the welaza.com website and related applications (hereinafter the Platform).

This Policy applies together with the Terms of Use and Sale and the Returns and Refunds Policy.

Delivery is carried out exclusively within the territory of the United Arab Emirates. We will give separate notice of the commencement of delivery outside the UAE.

The list of emirates and service zones is set out on the checkout page. For certain remote zones, the delivery time may be longer and the cost – higher.

We do not deliver to post office boxes or to addresses that do not permit the place of handover to be identified.

The approximate delivery time is 24–48 hours from the moment the order is confirmed.

The time limit is calculated in hours; however, hours are counted only during the business hours of the Platform. UAE public holidays and non-working days are not included in the time limit, and its running is suspended for that period and resumes from the beginning of the next working day. For example, if an order is confirmed at 17:00 on the day preceding a public holiday, the hours of the holiday are not counted towards the time limit, and the remainder of the time limit runs from the beginning of the first working day after the holiday.

Orders placed after 18:00 are passed for picking and packing on the next working day.

The time limits are approximate. We notify you of any expected delay and, if you so wish, cancel the order with a refund in full.

The delivery time may be affected by circumstances beyond our control – weather conditions, road restrictions, acts of public authorities. This does not deprive you of the right to a refund in respect of an order that has not been delivered.

The cost of delivery is calculated at checkout.

Delivery is free of charge for orders in an amount equal to or exceeding the free delivery threshold specified in the current delivery terms on the Platform.

The cost of delivery and the free delivery threshold are displayed to you before the order is confirmed. A change to these terms applies only to orders placed after the change takes effect and does not affect orders placed before that moment.

The amount used to calculate free delivery is determined after discounts have been applied and before the cost of delivery is added.

If, following a partial return, the order amount falls below the free delivery threshold, we do not charge the cost of delivery retrospectively.

For certain categories of goods – oversized goods, goods that require temperature-controlled conditions, or goods that are delivered as a separate shipment – an additional charge may apply. It is displayed as a separate line at checkout.

Frozen and chilled goods are delivered in compliance with temperature-controlled conditions and may be dispatched separately from the rest of the order.

For such goods, the range of service zones and delivery time slots may be limited.

Please ensure that such a shipment can be accepted within the agreed time slot. If the handover does not take place for reasons attributable to you and the goods have ceased to be fit for use, re-delivery is carried out by separate arrangement.

If goods are delivered in breach of the temperature-controlled conditions, section 6 of the Returns and Refunds Policy applies, and the costs are borne by us.

The order is handed over at the address specified to you or to any person who is present at that address and accepts the shipment.

We may require the presentation of an identity document or confirmation by means of a code received.

For age-restricted goods, the handover is effected only upon presentation of a document.

If the handover has not taken place within the agreed delivery time slot, we contact you in order to agree a new handover time. Re-delivery is carried out at no additional charge if the failure of the handover was not your fault. For goods that require temperature-controlled conditions, clause 5.3 additionally applies.

Leaving an order without handover – in particular at the door, at a reception desk, or in another place at the address specified – is permitted only on your express instruction, given at checkout or in correspondence with customer support. Such an instruction is recorded by us. In that case, delivery is confirmed by a photograph of the place where the order was left. From the moment the order is left in the place specified by you, the risk of accidental loss of and accidental damage to the goods passes to you (clause 10.2). Leaving without handover does not apply to goods that require temperature-controlled conditions (section 5). Since, on your instruction, the order is handed over without being personally accepted by you, the time limit for notifying non-delivery and the right to refuse a parcel with visible damage to the packaging, provided for in section 7 of the Returns and Refunds Policy, do not apply to such orders.

If it has not been possible to agree a new handover time, or if the handover has not taken place even after re-delivery, the order is returned to us and the funds are refunded to you less the actual delivery costs, except where the failure of the handover was not your fault.

Please check the integrity of the packaging and the completeness of the order on receipt. The procedure to be followed in the event of problems is set out in section 7 of the Returns and Refunds Policy.

The delivery address or time slot may be changed before the order is passed to the carrier, by contacting customer support.

After the order has been passed to the carrier, a change is possible only where the carrier is technically able to make it, and it may affect the delivery time.

Collection and pickup points are not available.

Delivery of goods of third-party sellers may be carried out either by Welaza or by the seller itself – depending on the cooperation model selected. The method of delivery is specified on the product page.

Regardless of who actually carries out the delivery, requests concerning time limits, the condition of the shipment, and non-delivery are submitted to Welaza.

An order that includes goods of several sellers may be delivered in several shipments. No additional charge is made for this unless expressly specified otherwise at checkout.

If the delivery is carried out by a third-party seller, the risk of accidental loss of and accidental damage to the goods passes to you at the moment of the handover of the goods to you or to the person who accepted the shipment at the address specified; until that moment, the risk is borne by the seller. This does not alter the procedure provided for in clause 9.2: requests concerning time limits, the condition of the shipment, and non-delivery are in any event submitted by you to Welaza, which remains your single point of contact regardless of who actually carries out the delivery.

The risk of accidental loss of and accidental damage to the goods passes to you at the moment the goods are transferred to you or to the person who accepted the shipment at the address specified.

If the order is left without handover on your express instruction in accordance with clause 6.5, the risk of accidental loss of and accidental damage to the goods passes to you at the moment the order is left in the place specified by you; the fact that it has been left is confirmed by a photograph.

Until the moment of the passing of risk determined by clauses 10.1 and 10.2, the risk is borne by us, except where the delivery is carried out by a third-party seller – in such cases, clause 9.4 applies.

Delivery enquiries: info@welaza.com · Telephone: +971 52 913 5717