Shipping and Delivery Policy for Sillage Arabia
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 an order is placed until it reaches you. This policy is designed to clarify all details and conditions related to processing and shipping operations to ensure transparency, speed of delivery, and the protection of everyone’s rights.
1. Order Processing and Preparation
Order processing begins immediately upon purchase confirmation. Processing, preparing, and carefully packaging the order—using safe and sustainable packaging materials to ensure the safety of perfumes and dokhoon during transit—takes **1 to 2 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.
2. Domestic Shipping within the UAE
We provide fast and reliable delivery services to all emirates in the country. Once the order is handed over to the shipping company, delivery takes between **2 to 3 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.
3. Shipping to GCC Countries
We are pleased to offer shipping services to our customers in the Gulf Cooperation Council (GCC) countries. Shipping fees and the estimated delivery time vary depending on the destination country you select from the list of available countries in the store during checkout. The total shipping cost will be automatically calculated and displayed on the payment page. **Please note:** Due to the nature and classification of perfumes, shipments may be subject to special customs procedures. The customer bears full responsibility for any customs duties, local taxes, or customs clearance fees imposed by the laws of the destination country.
4. Order Tracking
Once the order is shipped, we will send an SMS 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 visible damage.
5. Delivery Information Accuracy and Non-Delivery
It is the customer’s responsibility to provide us with accurate and comprehensive delivery details and an active phone number to ensure the shipping representative can contact them. If the order cannot be delivered due to incorrect information provided or the customer’s unresponsiveness to the shipping company’s calls after several attempts, the shipment will be returned to our warehouse. In this case, the store reserves the right to charge the customer for the shipping costs incurred to resend the order.
6. Damaged Orders
Due to the fragile nature of our glass 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 inform the customer service team within a maximum 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.
7. Sillage Arabia Support Team
If you have any questions regarding your shipment’s route or our delivery policy, we would be happy to hear from you through our official channels: