Order Processing and Dispatch:

• Once an order is confirmed and paid, we initiate the dispatch process the following day. The handling time for orders is 3-5 working days.
• Dubai Shop and Ship collaborates with multiple carrier partners to ensure safe and speedy delivery. Delivery times are typically 7-10 days depending on the customer’s postcode.

Service Coverage:

• We currently serve over 20,000 addresses across Uganda. Orders to remote or rural locations may incur additional shipping charges and have extended delivery times of 15 to 20 days.

Third Party Logistics (3PL):

• Dubai Shop and Ship relies on third-party logistics providers for shipping. Due to this, the following policies apply:
  • Disputes related to damage, fake delivery, etc., must be raised within 48 hours of the delivery attempt. Claims made after this period will not be entertained.
  • Claims for damage are valid only if noted on the Proof of Delivery (POD). Claims will not be entertained if the POD copy is unmarked.

Shipping Costs:

• Shipping costs are based on product weight and delivery address.

Non-Delivery and Returns:

• Dubai Shop and Ship does not offer refunds or resend products if an order is undelivered for any reason and is processed for Return to Origin (RTO). Please refer to our Return & Refund Policy for more details.

• Do you ship to international addresses?

  Currently, we only ship within Uganda.

• Who bears the return costs?

  Return costs are usually borne by the seller or the end customer, following industry standards.

• Who pays for delivery?

  We offer free shipping on orders above UGX 1,000,000 across Uganda. For other orders, standard shipping rates apply. For Cash on Delivery (COD) orders, an additional fee of UGX 5,000 or 2.5% of the order value is charged.

• COD and Prepay for Dropshipping Orders:

  We offer COD services. However, dropshipping orders must be prepaid by you. We deliver these orders COD to your buyer and settle the full amount with you once received from the courier company, without deductions.

• COD Settlements:

  COD settlements can take up to 20 days, in line with industry norms.

• Incorrect Address:

  If an incorrect address is provided, and a correction is needed, no changes can be made after the order has shipped.

• Changing Delivery Date:

  Delivery dates can only be changed if the initial delivery was not completed due to specific reasons. It is not guaranteed that the delivery will occur on the newly requested date.

• Reducing RTOs:

  Ensure accurate and complete address and contact information to reduce Return to Origin (RTO) incidents. Stay vigilant against potential fraudulent orders.

• Lost Shipments:

  If a shipment is lost in transit, contact us at support@dubaishopandship.com. A new order will be shipped once we confirm the loss with our courier partner.

• Undelivered First Attempt:

  If the first delivery attempt is unsuccessful for reasons such as the customer not being contactable or the COD amount not being ready, the customer will receive a link to reschedule delivery. If no action is taken, a re-attempt request will be made.