Shipping policy

Shipping & Delivery Policy

Last Updated: September 16, 2026

At Urban Souq, we aim to make your shopping experience simple, convenient, and reliable. This Shipping & Delivery Policy explains how we process and deliver orders within the United Arab Emirates.

1. Delivery Areas

Urban Souq currently delivers orders within the United Arab Emirates (UAE).

Delivery availability may depend on the delivery address, courier coverage, and other operational factors.

2. Order Processing

Orders are normally processed after successful order confirmation and payment verification, where applicable.

We aim to prepare orders for dispatch as quickly as reasonably possible.

Processing times may vary depending on:

  • Product availability

  • Order volume

  • Public holidays

  • Promotional periods

  • Payment verification

  • Other operational circumstances

3. Delivery Time

Estimated delivery times will be communicated during the ordering process or through the order confirmation where applicable.

Delivery times are estimates and are not guaranteed. Delays may occur due to circumstances outside Urban Souq's reasonable control, including:

  • Courier delays

  • Weather conditions

  • Public holidays

  • Traffic or transportation disruptions

  • Incorrect or incomplete delivery information

  • High order volumes

  • Government or regulatory restrictions

  • Other unforeseen circumstances

4. Delivery Charges

Applicable delivery charges, if any, will be displayed during checkout or communicated before the order is confirmed.

Delivery fees may vary depending on the delivery location, order value, promotional offers, or other applicable conditions.

5. Cash on Delivery

Where Cash on Delivery (COD) is available, customers may pay the order amount to the courier upon delivery.

COD availability may vary depending on the customer's location, order value, products, or other conditions.

Urban Souq reserves the right to restrict COD for certain orders where reasonably necessary.

6. Customer Responsibility

Customers are responsible for providing accurate and complete delivery information, including:

  • Full name

  • Correct mobile number

  • Complete delivery address

  • Building or villa information

  • Apartment or office number, where applicable

  • Any relevant delivery instructions

Urban Souq is not responsible for delivery delays or failed delivery attempts caused by incorrect, incomplete, or outdated information provided by the customer, subject to applicable law.

7. Delivery Attempts

Our courier or delivery partner may attempt to contact you before or during delivery.

If you are unavailable at the time of delivery, the courier may arrange another delivery attempt or contact you to arrange an appropriate delivery time.

Additional delivery attempts or charges may apply where permitted and where communicated to the customer.

8. Order Tracking

Where tracking is available, Urban Souq or its delivery partner may provide tracking information to the customer.

Tracking information is provided for convenience and may take some time to update after an order has been dispatched.

9. Delayed Orders

If your order is delayed beyond the estimated delivery period, please contact Urban Souq using the contact details provided on our website.

We will make reasonable efforts to investigate the delay with the relevant delivery partner.

10. Damaged Packages

If your package appears visibly damaged when delivered, please contact Urban Souq as soon as reasonably possible and provide photographs or other evidence of the package and product.

We will review the issue and determine the appropriate resolution in accordance with our Return & Refund Policy and applicable UAE law.

11. Incorrect or Missing Items

If you receive an item that is different from what you ordered, or an item is missing from your order, please contact Urban Souq promptly.

Please provide your order number and, where possible, photographs or other information that may help us investigate the issue.

12. Delivery Restrictions

Certain locations, products, or circumstances may be subject to additional delivery restrictions.

Urban Souq may contact the customer if special arrangements are required before an order can be delivered.

13. Order Cancellation Before Dispatch

If you wish to request cancellation of an order, please contact Urban Souq as soon as possible.

Cancellation requests cannot be guaranteed once an order has been processed or dispatched.

Any cancellation or refund will be handled in accordance with our applicable policies and UAE law.

14. Refusal to Accept Delivery

Refusing to accept an order does not automatically qualify the customer for a refund.

Where an order is refused or cannot be delivered because of customer-related circumstances, any applicable refund, cancellation, or additional delivery charges will be handled according to the circumstances of the order and applicable law.

15. Third-Party Delivery Partners

Urban Souq may use independent courier and logistics companies to deliver orders.

Once an order has been handed to the delivery partner, delivery may be subject to the courier's operational procedures and delivery conditions.

Urban Souq will make reasonable efforts to assist customers with delivery-related issues.

16. Contact Us

If you have questions about shipping or delivery, please contact Urban Souq through the contact details provided on our website.

Urban Souq
United Arab Emirates