Shipping Policy

SHIPPING POLICY

 

Horeca Store understands that getting your items on time is important to you, so we have designed a convenient Shipping Policy to make the ordering process as smooth & quick as possible.

 

    WHEN WILL MY ORDER BE DELIVERED?

     

    - Our usual Delivery Time is 2 – 3 Business Days for orders placed before the Cut-off time 1:00 PM.

      - Orders may get delayed during peak hours, sales promotions, broadcasted holidays, public holidays, religious festivities or due to delays in information verification.

      - In case of urgent delivery, please call us at 800 HORECA (467322) or email at hello@horecastore.ae and our team shall assist based on possibility.

      - Our designated courier partner shall contact the customer and give a scheduled range of time.

      - We work with reputed couriers’ partners (Nas Express, Postaplus, Shipa, Aramex, and others) as well as our own fleet to provide you with the quickest service at the best prices.

      - To ensure that the order is delivered to the rightful owner with certainty, Horeca Store or the courier partner may request the Customer’s copy/picture of valid ID to verify identity. In case of non-verification or authentication of any information provided, Horeca Store reserves the right to refuse delivery and cancel the order.

       

      CAN I HAVE MY ADDRESS CHANGED?

       

      - Customers can request to have the delivery address changed only if the order is in Confirmed or Pending status and none of the item(s) purchased in the order are shipped.

      - If any change of address is required, kindly notify us with your order number at 800 HORECA (467322) or email us at hello@horecastore.ae to further update our courier to process the delivery accordingly.

       

        WHAT ARE THE SHIPPING CHARGES?

         

        - We provide our customers with the lowest flat shipping rates depending on the minimum value of the order placed.

        Order Value

        Shipping Charges

        Less or Equal to AED 300

        AED 25

        Greater than AED 300

        *Free Shipping

        **Cash on Delivery Convenience

        **AED 10 per order

        *Horeca Store Provides its customers with FREE Shipping for order values above AED 300.

        **In addition to any shipping charges based on the minimum order value, customers shall be required to pay a non-refundable convenience charge of AED 10 for the cash-on-delivery payment method.

        - Shipping charges are calculated on cart/checkout page based on the Order value Placed at horecastore.ae
        - Additional charges may apply for heavy items, in that case, a member of our team will get in touch with the Customer before the order is dispatched. For more information please kindly get in touch with our expert customer service at 800 HORECA (467322) or email at hello@horecastore.ae for further assistance.

           

          Cash on Delivery COD:

          - Cash on Delivery (COD) is applicable as a payment method for products sold by horecastore.ae.
          - **In addition to any shipping charges based on the minimum order value, customers shall be required to pay a non-refundable convenience charge of AED 10 for the cash-on-delivery payment method.
          - Maximum limit of AED 5000 when ordering with the COD payment method.

            Minimum Order Value Limit

            AED 50

            Maximum Order Value Limit

            AED 5,000
            - Customer shall pay the exact order amount upon delivery. The courier will not accept any other mode of payment like (non-cash) except cash upon the delivery.
            - Customer should check the package for any tampering before accepting the package, However, customers are not allowed to open the package until payment amount has been handed over to the courier partner. 

             

            HOW TO TRACK ORDER?

             

            - Customer will be notified via registered email or SMS with tracking details once the order is dispatched from our warehouse.
            - Customer can also track the order from My Account section on horecastore.ae
            - Please note that tracking number gets live in approx. 24 hours as soon as it’s scanned by the courier company.
            - In case of tracking number still in-active after 24 hours or get delays, kindly get in touch with our customer service at 800 HORECA (467322) or email at hello@horecastore.ae to take an immediate action to process the order quickly.

             

            NON-AVAILABILITY ON DELIVERY

             

            - Our delivery partners will attempt to deliver the package 3 times before it is returned back to our warehouse.
            - Always provide valid mobile number & email address in the delivery address for smooth delivery.
            - Customer can reach us within 2 Days at 800 HORECA (467322) or email at hello@horecastore.ae to take action on the cancellation and to further process the Refund.
            - Non-delivery occurred due to wrong information provided (i.e., wrong name, mobile number, address or any other wrong information) any extra cost incurred by horecastore.ae for re-delivery shall be claimed from the customer.

             

            ORDER CANCELLATION

            - In case of change of mind, Customer may cancel their order online before the order is shipped.
            - Applicable refund against the cancelled order will be credited to the original mode of payment used while placing the order.
            - Customers are eligible for a refund if the order is cancelled before the order is packed and ready to be shipped.
            - Refunds will not be initiated for orders already shipped from our warehouse. Please refer to our Replacement & Refund Policy for timeline.
            - Horeca Store reserves the right to cancel orders for any reason, including products not passing QC, out of stock, wrong contact information by customers or any other reason.

               

               

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              We are more than happy to answer any questions or listen to any suggestions you may have regarding our Shipping Policy, just call us 800 HORECA (467322) or email us at hello@horecastore.ae for further assistance.

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