Shipping & Delivery

Effective date: 3 September 2026

At DIID, every order is carefully prepared and securely packaged before it begins its journey to you.

This Shipping & Delivery Policy explains our delivery destinations, estimated delivery times, shipping charges, order tracking and other important information concerning your delivery.

1. Delivery Destinations

DIID delivers throughout the United Arab Emirates and to selected international destinations.

Delivery must be made to a complete residential or business address. We are unable to deliver to P.O. boxes.

Delivery to certain remote locations may require additional time or may not be available. Any applicable delivery restrictions will be displayed at checkout or communicated by our Customer Care team.

International delivery is available only to countries and locations displayed as available during checkout.

2. Delivery Options

The following delivery options may be available:

Destination and service	Estimated delivery	Shipping charge
UAE Standard Delivery	2–4 business days	AED 20
Remote UAE Locations	3–5 business days	AED 20
UAE Express Delivery	1–2 business days, where available	AED 35
GCC Countries	4–7 business days	Calculated at checkout
Other International Destinations	7–14 business days	Calculated at checkout

GCC delivery may include Saudi Arabia, Kuwait, Qatar, Bahrain and Oman, subject to availability at checkout.

Delivery times are estimates and may be affected by customs clearance, public holidays, courier delays, weather conditions or circumstances outside DIID’s reasonable control.

International customers are responsible for customs duties, import taxes and clearance fees imposed by the destination country unless these charges are expressly included in the total displayed at checkout.

3. Order Processing

Orders are normally prepared and dispatched within 1–2 business days after payment and order verification.

Orders placed during weekends, public holidays, promotional periods or after the daily cut-off processing may be prepared on the following business day.

You will receive an order confirmation by email after your order has been successfully placed.

The order confirmation acknowledges that DIID has received your order. It does not confirm that your order has been dispatched. A separate shipping confirmation will be sent when your order leaves our facility.

DIID may contact you if additional information or payment verification is required before dispatch.

4. Delivery Timeframes

Delivery estimates begin after your order has been dispatched.

Business days exclude UAE public holidays and any non-working days observed by DIID or the selected courier.

Delivery may take longer during:

• Public holidays
• Major promotions or sale periods
• Product launches
• Severe weather conditions
• Customs inspections
• Courier service disruptions
• Security or access restrictions
• Other circumstances outside DIID’s reasonable control.

We will make reasonable efforts to notify you if we become aware of a significant delay.

Estimated delivery dates are provided for guidance and cannot be guaranteed.

5. Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation containing your tracking information.

Tracking updates may be sent through:

• Email
• SMS
• WhatsApp
• The courier’s tracking service.

Please allow up to 24 hours after receiving your shipping confirmation for the tracking information to become active.

You may also check your order status through My Account or the Order Tracking page on the DIID website, where available.

6. Delivery Information

Please provide accurate and complete delivery information when placing your order, including:

• Your full name
• Complete delivery address
• Building, villa or apartment number
• City, area, emirate, state or region
• Postal code, where applicable
• Country
• Nearby landmarks where helpful
• Active mobile number, including the country code
• Correct email address.

The courier may contact you by telephone, SMS or WhatsApp to confirm your location or arrange delivery.

DIID is not responsible for delays or unsuccessful delivery resulting from incomplete, inaccurate or inaccessible delivery information supplied by the customer.

7. Changing Your Delivery Address

Please contact DIID Customer Care immediately if you need to change your delivery address.

We may be able to update your address before your order has been processed or dispatched. Once an order has been handed to the courier, an address change cannot be guaranteed and may result in an additional charge or delivery delay.

For security purposes, we may ask you to verify your identity and order information before approving an address change.

An international order cannot normally be redirected to another country after it has been placed.

8. Delivery Attempts

The courier will normally make up to two delivery attempts, depending on the destination and courier service.

Please ensure that:

• Someone is available to receive the order
• Your telephone number is correct and active
• The courier can access the delivery location
• Any required payment is ready when using Cash on Delivery.

An order may be returned to DIID if:

• Nobody is available to receive it
• The courier cannot contact you
• The delivery address is incomplete or incorrect
• The delivery is refused without an approved reason
• Required customs charges are not paid
• Delivery is repeatedly postponed at the customer’s request.

A new delivery charge may apply if you ask us to resend a return order.

For prepaid orders returned because of inaccurate information, repeated unsuccessful delivery attempts or refusal to accept the package, reasonable delivery and return charges may be deducted from the refund where permitted by applicable law.

These charges will not apply when the delivery failure is caused by an error by DIID or its courier.

9. Cash on Delivery

Cash on Delivery may be available for eligible UAE orders and locations.

Any applicable Cash on Delivery fee will be displayed at checkout before you confirm your order.

Please prepare the correct amount when possible. Couriers may not carry change or accept card payments.

Cash on Delivery may not be available for:

• International orders
• Certain remote locations
• Orders above a specified value
• Customers with repeated refused or unsuccessful deliveries
• Products or promotions marked as prepaid only.

DIID reserves the right to restrict Cash on Delivery where reasonably necessary to prevent fraud or repeated misuse.

10. Separate Shipments

Products from the same order may occasionally be delivered in separate packages.

If your order is divided into multiple shipments, you may receive a separate tracking number for each package.

You will not be charged an additional delivery fee when DIID decides to divide one order into separate shipments.

11. Receiving Your Order

When your order arrives, please check that the package is sealed and does not show clear signs of damage or tampering.

If the package appears damaged, opened or tampered with:

• Inform the courier immediately
• Photograph the package before opening it
• Contact DIID Customer Care as soon as possible.

After opening the package, please confirm that you received the correct products, sizes and quantities.

Accepting a package does not affect any mandatory rights you may have under applicable consumer-protection law.

12. Missing, Damaged or Incorrect Products

If a product is missing, damaged, defective or incorrect, please contact DIID Customer Care as soon as possible, preferably within 48 hours of delivery.

Please provide:

• Your order number
• A description of the issue
• Clear photographs of the product
• Photographs of the packaging and delivery label
• A video of the package opening, where reasonably requested and available.

We will investigate the issue and may arrange a replacement, collection or refund in accordance with our Returns & Refunds Policy.

The 48-hour notification request does not limit any mandatory rights available under applicable law.

13. Orders Showing as Delivered

If your tracking information shows that your order has been delivered but you have not received it, please:

• Check with members of your household
• Check with your reception, concierge or building security
• Look around at any safe delivery location
• Check for a delivery notice
• Contact DIID Customer Care promptly.

We will contact the courier and investigate the delivery. Courier investigations may require several business days to complete.

14. Order Changes and Cancellations

An order may only be changed or cancelled before it has entered preparation or been dispatched.

Once an order has been dispatched, it cannot normally be cancelled. You may request a return after receiving it, subject to the DIID Returns & Refunds Policy.

Submitting a cancellation request does not guarantee that the order can be cancelled before dispatch.

15. Delivery Charges and Refunds

Original delivery charges, Cash on Delivery fees, customs duties and similar service charges are generally non-refundable when a return is made because of:

• A change of mind
• An incorrect size or product selected by the customer
• An incomplete or incorrect delivery address
• Failure to receive the order
• Refusal to pay applicable customs or import charges.

The original standard delivery charge may be refunded where:

• The complete order is faulty or damaged
• DIID delivered an incorrect order
• DIID cancels the complete order before delivery
• A refund is otherwise required under applicable law.

Please review our Returns & Refunds Policy for complete return and refund conditions.

16. International Delivery

International delivery is available to selected countries displayed at checkout.

International shipping charges and estimated delivery times depend on:

• The destination country
• Package size and weight
• Selected delivery service
• Product restrictions
• Customs requirements
• The appointed courier.

International orders may be inspected by customs or other local authorities. These inspections may delay delivery and are outside DIID’s reasonable control.

Unless expressly stated otherwise at checkout, the recipient is responsible for paying all applicable:

• Customs duties
• Import taxes
• Clearance fees
• Brokerage charges
• Other charges imposed by local authorities.

If an international order is refused or returned because applicable charges were not paid, DIID may deduct the original shipping charge, return shipping costs and other reasonable charges from the refund, where permitted by law.

Certain products may not be available for international delivery because of local restrictions or courier limitations.

17. Risk and Ownership

Responsibility for the products passes to you when the order is delivered to you or to a person authorized to receive it at the delivery address.

Ownership of the products passes to you after DIID has received full payment for the order.

18. Contact DIID

If you have questions about shipping, tracking or delivery, please contact:

DIID Customer Care

Email: info@diid.ae

Telephone: +971 56 690 9950

Address: Dubai Marina, Dubai

Website: diid.ae