Shipping and Delivery Policy for Sillage Arabia

Introduction
At Sillage Arabia, we are committed to providing an exceptional shopping experience worthy of our customers and the quality of our perfumes, from the moment the order is completed until it reaches you. This policy has been prepared to clarify all details and conditions related to processing and shipping operations to ensure transparency, speed of completion, and the preservation of the rights of all parties.

First: Order Processing and Preparation
The order processing begins immediately upon purchase confirmation. Processing, preparing, and meticulously packaging the order to ensure the safety of perfumes and incense during transit takes one to two business days before it is handed over to the shipping company. Please note that orders placed during weekends or official holidays will be processed on the first following business day.

Second: Domestic Shipping within the UAE
We provide fast and reliable delivery service to all Emirates within the country. Once the order is handed over to the shipping company, delivery takes between two to three business days. We emphasize our full commitment to these timeframes under normal circumstances, but we reserve the right to extend the delivery period in cases of force majeure such as severe weather conditions, exceptional traffic congestion, or any logistical obstacles beyond our control, while ensuring you are kept informed of any updates regarding your order status.

Third: International Shipping Worldwide
We are pleased to deliver Sillage Arabia products to our customers wherever they are. International shipping is available, and the expected fees and timeframe for arrival vary entirely depending on the final destination of the order. The total shipping cost and approximate delivery time will be calculated and displayed automatically on the checkout page based on the entered address. Please note that the customer bears full responsibility for any customs duties, local taxes, or customs clearance fees imposed by the laws of the destination country, and the store does not bear any delays resulting from international customs procedures.

Fourth: Order Tracking
Once the order is shipped, we will send a text message or email containing the shipment’s tracking number and a direct link to track its progress step by step. Receiving the order requires being present at the specified address, and receiving the shipment is considered an acknowledgment that the products are free from any apparent damage.

Fifth: Delivery Information Accuracy and Failed Delivery
It is the customer’s responsibility to provide us with an accurate and comprehensive delivery address and details, in addition to an active phone number to ensure communication with the delivery representative. If the order cannot be delivered due to providing incorrect information, or the customer’s failure to respond to the shipping company’s calls after several attempts, the shipment will be returned to our warehouses. In this case, the store reserves the right to charge the customer the shipping costs incurred for resending the order.

Sixth: Damaged Orders
Given the glass nature of our products, we pay great attention to professional packaging methods to withstand shipping conditions. However, in the rare event that an order arrives damaged, the customer must notify the customer service team within a maximum period of 24 hours from the documented time of receipt by the shipping company, attaching clear photos proving the damage to the products and packaging, so that we can take the necessary measures to compensate you immediately.