Shipping Policy

Where we ship, how much it costs, and how long it takes to reach you. We keep it simple.

Where we ship

We currently ship to:

• 🇦🇪 United Arab Emirates — all seven Emirates
• 🌍 GCC — Saudi Arabia, Kuwait, Bahrain, Oman, Qatar
• 🇪🇺 Europe — Spain, United Kingdom, France, Germany, Italy, Netherlands, and other EU/EEA countries
• 🌐 Rest of world — most countries; if yours isn't available at checkout, email us and we'll see if we can arrange it

Rates & delivery times

United Arab Emirates

• Standard: Calculated at checkout, 2–4 business days
• Express (Dubai only): Calculated at checkout, next business day
• Free standard shipping on orders over AED 200

GCC (Saudi, Kuwait, Bahrain, Oman, Qatar)

• Calculated at checkout, 3–7 business days
• Prices exclude any import duties charged by the destination country's customs (customer's responsibility)

Europe (EU / UK)

• Calculated at checkout, 5–10 business days
• Delivered Duty Unpaid (DDU) — customer pays any import VAT and duties on delivery. For EU orders, expect approximately 20–22% VAT depending on the country
• UK orders: 20% VAT + potential customs handling fee from the courier

Rest of world

• Calculated at checkout, 7–14 business days
• Customer pays all destination import duties and taxes

Free shipping

Free standard shipping applies automatically to UAE orders over AED 200. The threshold is calculated after any discount codes and before shipping/tax. Free shipping is not available on Express delivery.

Processing time

Standard orders ship the same or next business day (Sun–Thu, excluding UAE public holidays) from our Dubai warehouse. You'll get a shipping confirmation email with a tracking number once your parcel is on the way.

Drop launches (like the Summer Archive) may take up to 3 business days to ship due to volume — clearly communicated on the product page.

Pre-order items ship on the date shown on the product page (e.g. "Ships mid-July"). If your order combines in-stock and pre-order items, we hold everything and ship together when the pre-order is ready — unless you email us to request a split shipment (additional shipping cost applies).

Couriers we use

• UAE: Assigned per shipment via Shiplifier (Aramex, Fetchr, and other UAE couriers)
• GCC: Aramex or DHL Express
• Europe & rest of world: DHL Express (tracked, insured)

Tracking your order

Once your order ships, you'll get an email with a tracking link. Delivery timing depends on the courier — customs clearance, weather, and public holidays can add a day or two. If tracking hasn't updated in 5 business days, email us and we'll chase.

Address accuracy

Please double-check your delivery address before completing checkout. We can't be responsible for parcels shipped to an incorrect address you entered. If a parcel is returned to us because of a wrong address:

• We'll email you to confirm the correct address
• You'll pay the re-shipping fee
• Or, we can refund the order minus the original shipping fee

Failed delivery

If the courier can't deliver (no one home, address unreachable, refused delivery):

• Most couriers attempt delivery 2–3 times before returning the parcel
• Follow the courier's instructions in the tracking link to reschedule or arrange pickup
• If the parcel returns to us, we'll email you — same options as above (re-ship at your cost or refund minus outbound shipping)

Import duties, VAT, and customs

For orders within the UAE, 5% VAT is included in the item price and there are no additional duties.

For orders shipped outside the UAE:

• You are the importer of record and responsible for any customs duties, VAT, sales tax, or handling fees charged by your country's customs authority
• These fees are collected by the courier at delivery — Cultured is not paid them, and they are not refundable through us
• Refusing delivery to avoid duties still means the parcel is returned to us at your cost

Lost or stolen parcels

If tracking shows "delivered" but you don't have your parcel:

1. Check around your building (reception, neighbours, front desk)
2. Wait 24 hours — sometimes couriers mark early
3. Contact the courier directly with your tracking number
4. If still nothing, email us within 5 days of the "delivered" scan and we'll open a claim with the courier

Parcels lost in transit (never marked delivered) are our responsibility — we'll ship a replacement or refund once the courier confirms the parcel is lost.

Public holidays & brand-driven pauses

We don't ship on UAE public holidays. Ramadan working hours may extend processing time slightly — we'll post a banner on the Site if a delay is likely. For pop-ups and travelling founders, we may occasionally pause shipping for 3–5 days with advance notice on the Site.