Shipping and Delivery Policy

This policy explains the delivery of orders placed through bouteek.ae, store.bouteek.ae and seller.bouteek.ae, operated by BOUTEEK MARKETPLACE FOR E-TRANSACTION COMPLEX - L.L.C. Sellers prepare and fulfil the goods under the approved model. The delivery provider is Aramex, and the service areas and exceptions are: the whole of the United Arab Emirates. International delivery is not assumed unless checkout expressly offers it. The planned V1 model does not operate a warehouse.

Delivery services, prices and estimates are shown before payment and may vary by seller, product, destination and time of order. The preparation and transit period, working days, cut-off time, holidays and remote areas are stated, estimates are expressly distinguished from a guaranteed service, and the remedy if a guarantee is missed is disclosed. No undisclosed fees are charged after purchase without a lawful basis and the necessary consent.

A single checkout may create separate sub-orders, and items may arrive in different parcels and on different dates. Checkout shows the shipping fee for each seller and any combined arrangement that is actually offered. We do not promise a single parcel or a single fee for a multi-seller basket without confirmation.

In orders that include products from several sellers, each seller's obligations relating to preparing, shipping and delivering products are determined independently for the products it supplies.

A delay, cancellation or failed delivery of a sub-order belonging to one seller does not automatically affect the other sub-orders that are fulfilled independently, unless the approved purchase terms or the legislation in force require otherwise.

Bouteek may coordinate updates, investigations, cancellations and refunds relating to the affected products separately, provided that any adjustments to shipping fees, discounts or promotions are subject to the terms disclosed at checkout and the Returns, Refunds and Cancellation Policy, without prejudice to mandatory consumer rights.

Provide a correct address, contact details and access instructions. Changes are requested through the Contact us page or support@bouteek.ae before the order is handed to Aramex, and we confirm whether they are possible and any disclosed cost before agreeing. Payment or identity checks use approved channels, and the carrier or support does not ask for passwords or raw card details. The process for an alternative recipient, safe-place delivery and proof of delivery is set with the appropriate consent, and not every carrier status is conclusive proof of receipt or of the transfer of risk.

Requests to change the recipient or the delivery location are subject to verification and confirmation through the approved channels, and neither Bouteek nor the seller is obliged to carry out undocumented or unauthorised delivery instructions.

Receipt by an expressly authorised alternative person may be treated as proof that delivery was completed, where this service is supported by the delivery provider, subject to reasonable verification and the legislation in force.

Delivery without the recipient present or to a safe place is available only if the option is offered and approved and the buyer has agreed to it under the disclosed terms. Bouteek may refuse delivery arrangements that cannot be carried out safely or reliably.

If delivery is disputed, tracking records, timings, proofs of receipt and lawfully available data may be reviewed, without treating the shipment status recorded by the carrier alone as conclusive proof of receipt or of the transfer of the risk of loss.

On dispatch we provide an email notice containing the Aramex tracking number, and tracking information on the order page in your account. Tracking updates may be delayed after collection, and we report material delays and the options available. Tracking alone is not final proof if the customer reports a loss or incorrect delivery; we investigate with the seller and the carrier according to the approved roles.

When delivery is delayed, Bouteek may review the order records, the seller's preparation, the hand-over of the shipment to the carrier, tracking events and any documented operational disruptions to determine the causes of the delay and the appropriate measures.

Exceeding an estimated delivery date does not, by itself, create an automatic entitlement to optional additional compensation, a voucher or a goodwill credit, without prejudice to any express obligation of guaranteed delivery, contractual compensation due, right to cancel or obtain a refund, or any mandatory right established by law.

Disputes over determining responsibility between Bouteek, the seller and the delivery provider may not lead to an unjustified delay of the legal rights due to the buyer.

If delivery cannot be made because of an incorrect address, the recipient being unavailable or access restrictions, we contact you through the email or phone number on the order and explain any new attempt, return or fee; fees are permitted only if they are disclosed and lawful. We do not assume abandonment or make automatic deductions. Damaged, wrong or missing goods are handled under the Returns and Refunds Policy and mandatory rights.

If delivery cannot be made for reasons reasonably attributable to the buyer, including providing incorrect or incomplete address details or the recipient not being available at the agreed time, Bouteek may request updated instructions and coordinate an additional delivery attempt, collection from a designated point or return of the shipment to the sender, according to the available and approved options.

Redelivery, storage or return-to-sender fees are charged only if they are lawful, clearly disclosed and reasonably attributable to the cause of the failed delivery, with the consent required by law obtained when an additional service is requested.

Bouteek is not obliged to arrange an unlimited number of repeated delivery attempts at its own expense, subject to the disclosed service terms and legal obligations. If the failed delivery is due to Bouteek, the seller or the delivery provider, the related costs are not automatically charged to the buyer, and the value of the order may not be forfeited automatically.

Responsibilities for preparing the goods, delivery, risk of loss and claims apply according to the approved contracting structure and the law. This policy does not restrict rights that cannot be restricted. Contact the support team through the Contact us page or support@bouteek.ae with the order reference.

Responsibility for products lost, damaged or incomplete during shipping and delivery is determined according to the approved purchase terms, the circumstances of the shipment and the legislation in force. Confirmation of dispatch, hand-over of the shipment to the carrier or a tracking status update is not, on its own, conclusive proof that the buyer received the product or that the risk of loss passed to them.

Bouteek may review the seller's preparation records, product packing and hand-over to the carrier, tracking information, proofs of delivery and reasonable evidence provided by the buyer to verify the claim and determine the appropriate measures.

If the loss or damage is shown to arise from a failure attributable to the seller or the delivery provider, Bouteek reserves the right to claim the allocation or recovery of reasonable and proven costs in accordance with the Seller Agreement, the logistics arrangements and the legislation in force.

A refund, replacement or any mandatory remedy due to the buyer may not be made conditional on the settlement of financial disputes between Bouteek and the seller, the delivery provider or an insurance company.

Ownership of the products, any insurance cover for the shipment and the point at which the risk of loss passes are subject to the approved contractual arrangements and the law. This policy does not by itself create a promise to provide shipping insurance or that the risk passes to the buyer as soon as the order is dispatched.

Changes are dated and apply to future orders, while what was agreed and the mandatory rights remain in place for existing orders.