Shipping policy

1) Order Processing
All orders are processed after receiving your order confirmation.
For each order, the estimated dispatch and delivery timelines will be personally communicated to you via WhatsApp from ‪+971-552507262‬ once your order is placed.
Made-to-order or custom items will have their specific lead times shared the same way.
You will also receive an email/SMS confirmation when your order is shipped.
2) Shipping Methods
We ship via trusted courier partners such as Aramex, DHL, FedEx, and Emirates Post, assigned automatically based on serviceability and parcel weight/size.
Shipping method details and courier information will be shared with your order update via WhatsApp ‪(+971-552507262‬).
3) Shipping Charges & Free Shipping Thresholds
Shipping charges are calculated at checkout based on destination and parcel weight/size.
Free shipping eligibility (if applicable) will be mentioned on the product page or at checkout.
Remote area surcharges (as defined by couriers) may apply and will be communicated to you before dispatch.
4) Duties, Taxes & Customs
UAE Orders: VAT (if applicable) is included at checkout.
International Orders: Import duties, taxes, and customs fees are the responsibility of the customer. These vary by country and may be collected by the courier upon delivery.
5) Tracking & Delivery
Tracking details will be sent via email/SMS and WhatsApp when your parcel ships.
If you are unavailable at delivery, the courier may reattempt delivery or contact you directly.
Unclaimed or undeliverable parcels returned to us can be reshipped at the buyer’s expense.
6) Split Shipments
In some cases, your order may be shipped in multiple parcels to get part of your order to you sooner. You will receive tracking information for each shipment.
7) Address Accuracy & Changes
Please review your shipping address carefully before confirming your order.
Address changes can only be made before dispatch. Contact us immediately via WhatsApp ‪(+971-552507262‬) or email contact.neelaghar@gmail.com with your order number to request changes.
We are not responsible for delivery issues caused by incorrect or incomplete addresses.
8) Lost, Stolen, or Damaged Parcels
Damaged: Please send photos of the packaging and item via WhatsApp ‪(+971-552507262‬) or email contact.neelaghar@gmail.com within 48 hours of delivery.
Lost: If tracking shows no movement for a prolonged period, we will investigate with the courier and keep you updated.
Marked Delivered but Not Received: Please check with neighbors/building security and the courier; we will assist you in raising a case with the courier.
9) Cash on Delivery (COD) [Optional — if applicable]
Available for UAE orders only, up to a certain order value. Any COD fee will be communicated via WhatsApp upon order confirmation.
Repeated COD refusals may lead to prepaid-only order restrictions.
10) Sustainability & Craft Note
Many items are handcrafted and naturally dyed. Slight variations in color, print, or weave are a hallmark of artisanal work and not considered defects.
We use minimal and recyclable packaging wherever possible.
11) Order Support
For any shipping-related queries, please contact us on WhatsApp/Mobile: ‪+971-552507262‬ or email contact.neelaghar@gmail.com with your order number.
We respond to most messages within 1 business day.