Shipping policy

Shipping Policy

Last Updated: April 2026

Thank you for shopping with us. This Shipping Policy outlines how we handle shipping, delivery times, and related information for orders placed within the United Arab Emirates.

1. Shipping Locations

We currently ship to all emirates within the United Arab Emirates, including:

  • Abu Dhabi
  • Dubai
  • Sharjah
  • Ajman
  • Ras Al Khaimah
  • Fujairah
  • Umm Al Quwain

At this time, we do not offer international shipping unless otherwise stated.

2. Order Processing Time

All orders are processed within 1–2 business days after payment confirmation.

Orders are not processed or shipped on weekends or public holidays in the UAE.

If we experience a high volume of orders, shipments may be delayed slightly. In such cases, customers will be notified via email or phone.

3. Delivery Time

Estimated delivery times are as follows:

  • Dubai & Abu Dhabi: 1–2 business days
  • Other Emirates: 2–4 business days

Delivery times are estimates and may vary depending on courier availability, weather conditions, or public holidays.

4. Shipping Fees

Shipping charges are calculated at checkout based on your location.

Typical rates:

  • Standard Delivery: AED 25
  • Free Shipping: Available on orders above AED 500 (if applicable)

Promotional free shipping offers may be available during special campaigns.

5. Order Tracking

Once your order has been shipped, you will receive a tracking number via email or SMS. This allows you to monitor the delivery status of your package.

6. Failed Delivery Attempts

If the courier is unable to deliver your order due to:

  • Incorrect address
  • Customer unavailable
  • Invalid contact number

The courier may attempt delivery again. Additional delivery charges may apply if the order must be rescheduled.

7. Damaged or Lost Packages

If your order arrives damaged or missing, please contact our support team within 48 hours of delivery with:

  • support@gotosouq.com
  • Photos of the package (if damaged)

We will investigate and arrange a replacement or solution where applicable.

8. Address Accuracy

Customers are responsible for providing accurate shipping information. We are not responsible for orders delivered to incorrectly provided addresses.

9. Contact Us

If you have any questions about your order or shipping, please contact us:

Email: support@gotosouq.com
Business Hours: Monday – Saturday, 9:00 AM – 6:00 PM