Frequently asked questions
FAQ
Where do you ship from?
Where do you ship from?
We ship all orders from our Dubai warehouse and UAE fulfillment centers.
How long does delivery take?
How long does delivery take?
- UAE: 1–2 business days
- KSA & GCC: 3–5 business days
- You’ll receive a tracking link via email once your order is shipped.
Do you offer international shipping?
Do you offer international shipping?
Currently, we only ship to GCC countries.
Can I change or cancel my order?
Can I change or cancel my order?
If your order hasn’t been shipped yet, please contact us as soon as possible. Once shipped, we can’t cancel or change it.
What payment methods do you accept?
What payment methods do you accept?
We accept Visa, Mastercard, AMEX, Apple Pay, and Cash on Delivery for UAE orders.
Are prices inclusive of VAT?
Are prices inclusive of VAT?
Yes, all prices include VAT where applicable.
What is your return policy?
What is your return policy?
You can return unopened, unused items within 30 days of delivery. Return shipping costs may apply.
How do I request a refund?
How do I request a refund?
Email our support team with your order number and reason for return. Refunds are processed within 5–7 business days after inspection.
Are your products authentic?
Are your products authentic?
Yes, we source all products directly from authorized distributors or brand owners.
My item arrived damaged or is defective, what should I do?
My item arrived damaged or is defective, what should I do?
Please contact us immediately with a photo and your order number. We’ll send a replacement or refund.
How can I contact customer service?
How can I contact customer service?
You can reach us via:
- email: support@hemera.ae