Shipping and Delivery Policy
اقرأ هذه السياسة باللغة العربية
Last updated: 23 October 2026
1. Scope
1.1 This Shipping and Delivery Policy sets out how Orders placed on the Platform are processed, dispatched and delivered. It is issued by NEXTAURA 360 L.L.C-FZ, a free zone limited liability company registered in the Emirate of Dubai, United Arab Emirates, licensed by Meydan Free Zone (“we“, “us” and “our“).
1.2 This Shipping and Delivery Policy forms part of the Terms of Use and the Terms of Sale, and applies to every Order. Capitalised terms used but not defined in this Shipping and Delivery Policy have the meanings given to them in the Terms of Use.
1.3 This Shipping and Delivery Policy is published in English and in Arabic. For consumers in the United Arab Emirates, the Arabic version prevails if the two versions differ.
1.4 The version of this Shipping and Delivery Policy published on the Platform at the time an Order is placed applies to that Order. Changes to this Shipping and Delivery Policy take effect when published on the Platform, except that a material change takes effect for Account holders fourteen (14) days after we notify them of it by email. You should review the Policies regularly.
1.5 Nothing in this Shipping and Delivery Policy excludes or limits any right you have under UAE consumer protection law or, if you are a consumer outside the United Arab Emirates, under the mandatory consumer laws of your country of residence.
2. Delivery destinations
2.1 We deliver to addresses within the United Arab Emirates and to the international destinations available for selection at checkout.
2.2 The list of international destinations available at checkout may change from time to time. A destination that cannot be selected at checkout is not served at that time.
2.3 Whether a particular delivery address can be served, the delivery fee, the expected delivery date and the payment methods available for that address are determined by the destination and are shown at checkout before you place your Order.
3. Dispatch and fulfilment
3.1 We are the seller of every Product sold on the Platform, and your contract for each Order is with us alone.
3.2 Orders may be prepared and dispatched by us or by a Fulfilment Partner acting on our behalf. Dispatch may take place from within the United Arab Emirates or from another country, including from within the destination country.
3.3 Suppliers and Fulfilment Partners are not parties to the contract of sale. We remain responsible to you for the delivery of your Order in accordance with this Shipping and Delivery Policy, whoever prepares or dispatches it and wherever it is dispatched from.
3.4 The dispatch location for an Order may affect the delivery fee and expected delivery date for international destinations, as described in clauses 5 and 6. The amounts and dates shown at checkout already take this into account.
4. Order processing and the start of the delivery period
4.1 An Order is processed for dispatch once the Order Confirmation has been sent, subject to this clause 4.
4.2 Orders paid by bank transfer or by card payment link are processed only once payment has been received in full. If payment has not been received in full within a reasonable time after we have contacted you, we may cancel the Order and notify you by email, as set out in the Payments, Pricing and Promotions Policy.
4.3 The delivery period for an Order starts on the following date (the “Start Date“):
for Orders paid by cash on delivery or through Tamara, the date the Order is placed; and
for Orders paid by bank transfer or by card payment link, the date on which payment is received in full.
4.4 Where payment under clause 4.3(b) is received after the date the Order is placed, we notify you by email of the revised expected delivery date.
4.5 Processing may be delayed where we carry out identity or payment verification, or where we contact you before dispatch about an obvious pricing error, in each case as described in the Payments, Pricing and Promotions Policy. Any such delay does not reduce your rights under clause 12.
5. Delivery timeframes
5.1 Orders for delivery within the United Arab Emirates are delivered within five (5) days of the Start Date.
5.2 For international destinations, the expected delivery date depends on the destination, the weight of the Order and the dispatch location, and is shown at checkout before you place your Order.
5.3 The expected delivery date shown at checkout, or notified to you under clause 4.4, is the date against which late delivery is measured under clause 12. Where public holidays in the United Arab Emirates or in the destination country affect dispatch, transit or delivery, we notify you under clause 12.1, and your rights under clause 12 apply.
5.4 Clause 5.3 does not affect our obligation under clause 12.4 or your rights under clause 12 if an Order is late.
6. Delivery fees
6.1 The following delivery fees apply to Orders delivered within the United Arab Emirates. The Order value is calculated after any discounts have been applied:
| Order value | Delivery fee |
|---|---|
| Below AED 100 | AED 10 |
| AED 100 and above | Free |
6.2 Free delivery applies only to Orders delivered within the United Arab Emirates. A delivery fee is always charged for an Order to an international destination. The fee is calculated on the basis of the delivery address, and may also depend on the weight of the Order and the dispatch location.
6.3 The delivery fee that applies to your Order is shown at checkout, together with the price of the Products and the Order total, before you place your Order. All delivery fees are stated in AED.
6.4 The delivery fee is charged once per Order, including where the Order is delivered in more than one shipment.
6.5 The delivery fee is refunded where:
you cancel an Order because of late delivery under clause 12 or clause 18;
an Order is lost or damaged in transit and you choose a refund under clause 14;
we cancel the whole Order, including under clause 17.3;
a Product is returned as a Fault Return under the Returns and Refund Policy, including where inspection finds a fault;
you cancel the whole Order before dispatch under the Terms of Sale; or
you cancel the Order under clause 15.2(b) after a failed delivery, except in the cases set out in clause 6.6.
6.6 The delivery fee is not refunded where delivery fails because the delivery address or telephone number provided was incorrect or incomplete, or because customs duties, import taxes or clearance charges payable by the recipient were not paid. The delivery fee is also not refunded on a Change-of-Mind Return, as set out in the Returns and Refund Policy.
7. Split shipments
7.1 Each Order is normally dispatched in a single shipment.
7.2 We may dispatch an Order in more than one shipment, for example where Products are dispatched from different locations. Where we do so:
each shipment is given its own tracking number;
the delivery fee is charged only once for the Order; and
the delivery timeframe in clause 5 applies to each shipment.
7.3 Where you receive part of an Order, the remaining Products are not treated as missing until the expected delivery date for the Order has passed. The status of each shipment is shown in the dispatch emails and on the Order Tracking page.
7.4 Where an Order is dispatched in more than one shipment, one invoice is issued for the whole Order. A copy of the invoice may be obtained as set out in the Payments, Pricing and Promotions Policy.
8. Customs duties, import taxes and clearance
8.1 Orders delivered to international destinations may be subject to customs duties, import taxes and clearance charges imposed in the destination country.
8.2 These charges are payable by the recipient, unless checkout states that they are included in the Order total. The amount of any such charges is set by the authorities of the destination country and is not controlled by us.
8.3 Where checkout states that customs duties, import taxes and clearance charges are included, you are not required to pay them on delivery. If you are asked to pay any such included charge, you may contact Customer Service, and any included charge that you have paid is reimbursed by us.
8.4 Where the charges are payable by the recipient, they may be collected by the courier or by the relevant authority before the Order is released for delivery. For customs purposes, the recipient may be treated as the importer of the Products in accordance with the law of the destination country.
8.5 The recipient is responsible for providing any information or documents that the customs authority of the destination country requires in order to clear the Order. We disclose Order details to customs and other public authorities where this is required, as described in the Privacy Policy.
8.6 If the recipient does not pay the customs duties, import taxes or clearance charges payable by the recipient, or does not provide the required documents, the Order may be held, returned to the sender or otherwise dealt with by the customs authority. In that case:
clauses 15 and 16 apply;
the delivery fee is not refunded; and
customs duties and import taxes already paid are refunded only if and to the extent that they are recovered from the relevant authority or carrier.
8.7 Some Products may be prohibited or restricted in a destination country. If a Product cannot lawfully be delivered to the destination, we may cancel the Order, or the affected part of it, and give you a full refund of the amounts paid for it, as set out in clause 17.3.
9. Delivery address and contact details
9.1 You must provide a complete and accurate delivery address, the full name of the recipient, a mobile telephone number on which the recipient can be reached, and an email address. These details are required in order to deliver the Order.
9.2 If you place an Order for delivery to another person, you are responsible for ensuring that the recipient’s details are correct and that the recipient is available to accept delivery and, where applicable, to pay the amount due under clause 10.5 or clause 8.2.
9.3 You may ask to change the delivery address or contact details for an Order by contacting Customer Service before the Order is dispatched. We will update the Order where it has not yet been dispatched.
9.4 A change of delivery address may change the delivery fee, the expected delivery date or the payment methods available, in particular where the new address is in a different destination. Where this happens, we inform you before the change is made, and you may either accept the revised terms or cancel the Order before dispatch with a full refund in accordance with the Terms of Sale.
9.5 Once an Order has been dispatched, a change of delivery address may not be possible. Where the courier allows a change after dispatch, we will request it on your behalf.
9.6 We are not responsible for a failed or delayed delivery caused by an incorrect or incomplete address or telephone number provided at checkout, and clause 15 applies in that case.
10. Delivery attempts and receiving the Order
10.1 The courier may contact the recipient on the mobile telephone number provided in order to arrange or confirm the delivery.
10.2 An Order is delivered when it is handed over at the delivery address to the recipient, or to a person present at the delivery address who accepts it on the recipient’s behalf. The person accepting delivery may be asked to confirm receipt.
10.3 The person accepting delivery may inspect the outer packaging of the parcel before accepting it. If the parcel is visibly damaged, opened or tampered with, that person may:
refuse to accept the parcel, in which case clause 16.2 applies; or
accept the parcel and report the visible damage to Customer Service in accordance with clause 14.
10.4 Accepting a parcel does not mean that you accept that the Products are free from damage or defects, and does not affect your rights under clause 14 or under the Returns and Refund Policy.
10.5 Cash on delivery is available only for delivery addresses in the United Arab Emirates, where it is offered at checkout. For a cash on delivery Order:
the recipient pays the courier, at the time of delivery, the amount due shown in the Order Confirmation, being the Order total;
the courier is not permitted to collect any amount greater than the amount due;
the Order is handed over only once the amount due has been paid; and
if the amount due is not paid, delivery is not completed and clause 16 applies.
10.6 Rearranging delivery. Before an Order is dispatched, you may ask Customer Service to deliver it on a later date. After an Order is dispatched, the recipient may ask the courier, or ask Customer Service, to rearrange the date of delivery, where the courier allows this.
10.7 Where a later delivery date is arranged at your request under clause 10.6, that date is treated as agreed with you for the purposes of clauses 5.1 and 12.4, and the period in clause 12.2(a) is counted from that date. No fee is charged for moving a delivery to another day at your request.
11. Tracking and delivery updates
11.1 When an Order, or a shipment forming part of it, is dispatched, we send you an email stating the name of the courier and the tracking number, together with a tracking link where the courier provides one.
11.2 Where the courier does not offer online tracking, we send you updates on the status of the delivery by email.
11.3 You may also follow the status of your Order on the Order Tracking page of the Platform and in the order details in your Account.
11.4 Tracking information is provided by the courier. If the tracking information appears incorrect, or the Order shows as delivered but has not been received, clause 14 applies.
12. Late delivery
12.1 If we become aware that an Order will not be delivered by its expected delivery date, we notify you by email with a revised expected delivery date.
12.2 You may cancel the Order, or the undelivered part of it, and receive a full refund of the amounts paid for it, including the delivery fee, if:
the Order has not been delivered within fifteen (15) days after the expected delivery date shown at checkout or notified under clause 4.4; or
the delay means that you no longer need the Order.
12.3 A revised expected delivery date notified under clause 12.1 does not change the date from which the period in clause 12.2(a) is counted.
12.4 Unless a different date is agreed with you, Orders are delivered within thirty (30) days of the Start Date. This is subject to clause 18.
12.5 You may cancel under clause 12.2 by contacting Customer Service. If the Order is delivered after you have cancelled it, you may refuse it or return it at our cost, and a Product received late may also be returned as a Fault Return for the reason “Late delivery” under the Returns and Refund Policy.
12.6 The refund is made to the payment method set out in the Terms of Sale and the Returns and Refund Policy.
13. Risk and title
13.1 The Products remain at our risk until the Order is delivered under clause 10.2. Until then, we bear the risk of loss of, or damage to, the Products, including while they are in the possession of a Fulfilment Partner or a courier.
13.2 Title to the Products passes to you as set out in the Terms of Sale.
14. Lost, missing or damaged parcels
14.1 If an Order, or part of it, is lost or damaged in transit, we will, at your choice:
send you a replacement of the affected Products, without any further delivery fee; or
give you a full refund of the amounts paid for the affected Products, including the delivery fee.
14.2 You should report the following to Customer Service, giving your Order number:
a parcel that arrives visibly damaged, or Products that are damaged on arrival, within seven (7) days of delivery where possible;
an Order, or a shipment forming part of it, that has not arrived, within fourteen (14) days after the expected delivery date; and
an Order, or a shipment forming part of it, shown by the courier as delivered but not received, within seven (7) days of the date shown as the delivery date.
14.3 The reporting periods in clause 14.2 allow us to make a timely claim against the courier. They do not shorten the period for Fault Returns under the Returns and Refund Policy, and do not affect your statutory rights. A report made after these periods is still considered.
14.4 To investigate a report, we may ask you for information, such as photographs of the parcel, the packaging and the Products, and we may make enquiries with the courier and with any Fulfilment Partner concerned. We inform you of the outcome of our investigation.
14.5 Where an Order shown as delivered is not located, or the courier cannot confirm that it was delivered under clause 10.2, the Order is treated as lost in transit and clause 14.1 applies.
14.6 Products received that are wrong, faulty or not as described, and Products missing from a parcel that has been delivered, may also be dealt with under the Returns and Refund Policy, including by a Fault Return for the reasons “Damaged or defective”, “Wrong item received” or “Not as described”.
15. Failed delivery and returned shipments
15.1 If the courier is unable to complete delivery, the courier attempts to contact the recipient to arrange a new delivery.
15.2 If delivery still cannot be completed, the Order is returned to us or to the Fulfilment Partner that dispatched it. We then contact you, and you may choose, within seven (7) days of our contacting you, to:
have the Order delivered again; or
cancel the Order.
15.3 If you cancel the Order under clause 15.2(b), the refund is made in accordance with the Terms of Sale. The delivery fee is not refunded where delivery failed because the delivery address or telephone number provided was incorrect or incomplete, or because customs duties, import taxes or clearance charges payable by the recipient were not paid.
15.4 If we do not receive your choice under clause 15.2 within seven (7) days of contacting you, we cancel the Order and make the refund in accordance with clause 15.3.
15.5 Where the delivery failed for a reason for which we, a Fulfilment Partner or the courier is responsible, the failed delivery is treated as a late delivery under clause 12.
16. Refused deliveries
16.1 A delivery is refused where the recipient declines to accept the Order or, for a cash on delivery Order, does not pay the amount due under clause 10.5.
16.2 Where the recipient refuses a parcel because it is visibly damaged, opened or tampered with, or because the Products delivered are clearly not those ordered, the refusal is treated as a report under clause 14, and clause 14.1 applies.
16.3 In all other cases, a refused Order is returned under clause 15, and clauses 15.2 to 15.4 apply. For a refused cash on delivery Order, no amount has been paid and no refund is due.
17. Delivery restrictions
17.1 Some remote or restricted locations, within the United Arab Emirates or in an international destination, may not be served by the courier. Where an address cannot be served, it may not be accepted at checkout.
17.2 If we find after the Order is placed that the delivery address cannot be served, we contact you. You may provide another address within a destination that is served, subject to clause 9.4, or we may cancel the Order and refund it in accordance with the Terms of Sale.
17.3 We may cancel an Order, or any part of it, if a Product cannot lawfully be delivered to the destination. In that case, you receive a full refund of the amounts paid for the cancelled Products, and of the delivery fee if the whole Order is cancelled.
18. Force majeure
18.1 We are not responsible for a delay in, or failure of, delivery to the extent that it is caused by severe weather, natural disasters, war, civil unrest, strikes, border closures or government action (each a “Force Majeure Event“, as defined in the Terms of Use).
18.2 A delay or failure by a courier, Fulfilment Partner, Supplier or other contractor of ours is not a Force Majeure Event.
18.3 If a Force Majeure Event affects your Order, we notify you as soon as reasonably possible, with a revised expected delivery date where one can be given.
18.4 If, because of a Force Majeure Event, your Order has not been delivered within fifteen (15) days after the expected delivery date, you may cancel the Order and receive a full refund of the amounts paid, including the delivery fee.
18.5 This clause 18 does not affect your rights under clauses 13 and 14.
19. Special delivery (1 to 6 hours)
19.1 Special delivery is an optional service in which our representative, and not a courier, delivers the Order within one (1) to six (6) hours of the Order being placed.
19.2 Special delivery is offered at checkout only where:
every Product in the Order is dispatched from the same location;
the delivery address is in the city served by that location, which is Dubai for Orders dispatched from the United Arab Emirates; and
the Order is placed between 10:00 a.m. and midnight, local time.
19.3 Special delivery costs AED 50 in addition to the delivery fee under clause 6. The AED 50 special delivery fee is shown at checkout and is non-refundable, including where a Product is returned, except where a refund of it is required by applicable law.
19.4 At the time of delivery, you may hand back to our representative any Product that is unopened and in its original packaging. The price of that Product is refunded in full. The delivery fee and the special delivery fee are not refunded. You may instead submit a Return Request later under the Returns and Refund Policy.
19.5 If we cannot deliver within six (6) hours for reasons within our control, we contact you, and you may choose either to receive the Order later or to cancel the Order and receive a full refund, including the special delivery fee.
20. Home viewing of pre-used Products
20.1 Pre-used Products are shown on the Platform in their own sections, with their condition and details. Pre-used Products are sold only through a home viewing.
20.2 You may choose up to three (3) pre-used Products for one home viewing. A home viewing fee of AED 50 is paid when you book. While the viewing is booked, the chosen Products are shown as reserved.
20.3 Our representative brings the chosen Products to your address within one (1) to six (6) hours of booking. Home viewings are available in the same city and at the same times as special delivery under clause 19.2.
20.4 You may buy any or none of the Products shown. If you buy at least one Product, the AED 50 home viewing fee is deducted from the price, and you pay the balance at the viewing by cash or card payment link. If you do not buy any Product, the AED 50 home viewing fee is not refunded.
20.5 Products that you do not buy are returned by our representative and released for sale.
21. Contact us
21.1 Questions about the delivery of an Order, requests to change a delivery address, and reports under clause 14 may be made to Customer Service, quoting the Order number. Customer Service hours are 10:00 a.m. to 6:00 p.m. (UAE time).
21.2 Complaints about delivery may be made free of charge by email, telephone or WhatsApp under the complaints procedure in clause 23 of the Terms of Use. Each complaint is acknowledged within two (2) Working Days with a reference number and receives a full response within fourteen (14) days, and may be escalated to a manager. Consumers in the United Arab Emirates may also contact the UAE Ministry of Economy and Tourism consumer protection line on 800 1222. Consumers outside the United Arab Emirates may contact the competent consumer authority in their country.
NEXTAURA 360 L.L.C-FZ (One Basket)
Registered address: 6th Floor, Meydan Grandstand, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates
Email: info@onebasket.ae · Telephone and WhatsApp: +971 55 137 8765
Customer Service hours: 10:00 a.m. to 6:00 p.m. (UAE time)