Shipping & Delivery Policy

1. Scope

This policy applies to every order placed on suqq.com, whether sold by Asilco General Trading LLC directly or by an approved independent seller, and covers delivery within the UAE and to eligible international destinations. Read it alongside our Terms & Conditions, Privacy Policy and Return & Refund Policy.

Nothing here limits your statutory rights under UAE law, including Federal Decree-Law No. 15 of 2020 on Consumer Protection. Where the law gives you more protection than this page does, the law applies.

2. Order processing

Orders are checked before dispatch — payment status, stock, fraud screening, and any regulatory checks required for the product. An order confirmation acknowledges that we received your request; it is not by itself acceptance or a promise of immediate dispatch.

Processing time varies with availability, which warehouse or seller holds the stock, order volume and public holidays. An order containing several products may be split and shipped separately when the items come from different warehouses or sellers.

If something becomes unavailable before dispatch we may offer an alternative, ship the rest separately, delay the order, cancel the affected item, or refund it under the Return & Refund Policy. Products are packed with protective materials appropriate to their size and fragility.

3. Methods, timelines and charges

Depending on the destination and the product, delivery may be standard, express, scheduled, economy, same-day, next-day or international. Delivery estimates are guidance, not guarantees, and they run from dispatch rather than from when you place the order. They can move with location, courier operations, customs, weather, public holidays and other things outside our reasonable control.

Where an order is split into several shipments there is no extra delivery charge unless it was shown at checkout, and each shipment may carry its own tracking number and estimate.

Delivery charges depend on the destination, the method, weight and dimensions, the product category and any promotion, and are always shown at checkout before you confirm. Standard delivery is AED 15, and free on orders over AED 200.

Delivery charges on a completed delivery are generally not refundable unless the law requires it or the delivery failed through our error. If you cancel before dispatch, any refundable charge follows the Return & Refund Policy. Promotional delivery offers carry their own conditions, cannot normally be combined, and are not exchangeable for cash.

4. What we need from you

A complete, accurate delivery address — recipient name, building, apartment or office number, city or emirate, and a working phone number — and someone available to receive the shipment. Tell us about an address change as early as you can; we will try, but it is often not possible once an order is in processing or has shipped.

We are not responsible for delays, failed deliveries or extra costs caused by an address or phone number that was wrong or out of date. Please also watch for delivery notifications, cooperate with the courier’s verification steps, check shipments on arrival and tell us promptly if something is wrong.

5. Delivery, acceptance and verification

A delivery is complete once the shipment is handed to you or to someone reasonably authorised at your address — a family member, a colleague, reception or building security — subject to any signature or verification requirement.

High-value items, electronics, jewellery and orders flagged for extra security may need a signature, an ID check or a one-time code before the courier will hand the package over. If that cannot be completed, delivery is postponed or reattempted.

Please check the outside of the package before accepting it, and keep the packaging until you are satisfied with the contents. Contactless delivery, with photographic proof, may be offered where it is supported and lawful, and may be refused for high-value or regulated items. For some products or locations we may offer collection from a pick-up point or locker instead, with a collection deadline given at the time.

Where a delivery attempt fails, the courier may try again depending on the product; some high-value or signature-required shipments do not qualify for repeat attempts. A shipment left unclaimed past the courier’s holding period, or refused without a legitimate reason — simply changing your mind after dispatch does not count — may be returned to us, and return shipping, storage or handling charges may be deducted from a refund where the law permits.

6. Locations, restrictions and special handling

We deliver to residential, commercial, hotel, educational and approved collection-point addresses, subject to product, safety and regulatory restrictions, and we may decline a location that presents a safety, legal or operational problem. Remote or hard-to-reach locations, public holidays and peak periods can take longer than the standard estimate; any additional charge is shown at checkout.

Large, fragile, high-value, temperature-sensitive, battery-containing or otherwise regulated products may need a scheduled appointment, special packaging or extra handling. We may contact you first to confirm access — lift availability, parking, or somebody being present.

7. When something goes wrong

If a shipment is lost, arrives damaged, is missing items, or is simply the wrong product, tell us as soon as you reasonably can with your order number, photographs and a description. We may need to investigate with the courier, the manufacturer or the seller before resolving it. Depending on the outcome we will arrange a replacement, a repair, a reshipment, an equivalent product or a refund under the Return & Refund Policy.

Damage caused after a successful delivery through negligence, misuse or improper storage is not covered. Using, installing or disposing of a wrongly delivered or damaged product before we have reviewed it may limit what we can do.

8. International shipping and customs

Where we offer it, international delivery is subject to the destination country’s import rules, export controls and product restrictions — some products can only be shipped within the UAE. You are responsible for checking that what you order may lawfully be imported, and for any customs duty, import VAT, brokerage or inspection fee charged at the destination unless it was expressly included at checkout.

Those charges, and any customs delay, inspection or request for documents, are outside our control. Not paying them, or not providing the documents, can lead to delay, return or — where the law allows — destruction of the shipment. International estimates are longer than domestic ones and vary with customs, freight schedules and local regulation.

9. Deliveries by independent sellers

Some products are sold and fulfilled by independent sellers rather than by us. In those cases the seller may handle packing, dispatch and shipment updates, while we set the marketplace fulfilment standards and monitor performance. Timelines, packaging and courier choice can vary by seller. Where a delivery dispute involves a seller we will pass messages between you and help reach a fair resolution, without taking on the seller’s own legal obligations except where the law requires it.

10. Tracking and notifications

Tracking is provided wherever our logistics partners supply it — by email, SMS, your account dashboard or app notifications — and usually includes the tracking number, the courier, status updates and delivery confirmation. Tracking can lag by a few hours; if an order has no tracking, contact support@suqq.com for a status update.

Please keep the contact details on your account current — we cannot be responsible for missed delivery notifications sent to an old number or address.