Shipping policy

Shipping Policy

Order Processing and Production Times

  • All products are custom-made, with an estimated production time of two weeks. This timeframe may vary due to factors beyond our control.

Shipping and Delivery Options

  • Local Delivery (UAE):

    • Standard Delivery: Free, 2-4 business days after production
    • Express Delivery: Free, 1-2 business days after production

  • International Delivery:

    • Shipping costs are calculated at checkout based on location and order weight. Delivery times range between 7-14 business days after production.

Note: Delivery times are estimates and may vary due to customs or other unforeseen circumstances.

Pickup Policy

  • Customers can opt for in-store pickup or delivery. Orders must be picked up or accepted within 90 days from the shipping date. If not collected within this period, the order will be considered abandoned, and no refund will be issued.

Order Finalization and Changes

  • All orders are final upon submission and cannot be canceled, changed, or refunded once processing begins.

Tracking Your Order

  • A tracking number will be sent via email when your order is shipped. You can use this number to monitor your shipment through [tracking link/website].

Customs, Duties, and Taxes

  • For international deliveries, any applicable customs duties, taxes, or import fees are the customer’s responsibility. Please contact your local customs office for more information.

Damaged or Incorrect Orders

  • Please inspect your order upon delivery.
    • If a damaged product is delivered, notify us within 24 hours of receipt to request assistance.
    • If the size or customization does not match your order, report it within 24 hours, and we will arrange an alteration if eligible.

Lost or Stolen Packages

  • HEM is not responsible for lost or stolen packages after they are shipped. Ensure your shipping address is correct and secure.

Questions?

If you have any questions or need further assistance, please contact us: