Shipping policy

Shipping & Delivery Policy

Effective Date: September 18, 2026

At DURREVA, we are committed to making your shopping experience simple, reliable, and convenient. We work with trusted fulfillment and logistics partners to process, prepare, and deliver orders to customers in the Kingdom of Saudi Arabia (KSA) and the United Arab Emirates (UAE).

This Shipping & Delivery Policy explains how your order is processed, shipped, tracked, and delivered.

By placing an order with DURREVA, you acknowledge and agree to this policy, subject to any mandatory consumer rights available under applicable law.

1. Delivery Locations

DURREVA currently offers delivery to:

  • Kingdom of Saudi Arabia (KSA)

  • United Arab Emirates (UAE)

Delivery availability may vary depending on the product, destination, courier coverage, and fulfillment requirements.

If a particular location cannot be served, we will notify you as soon as reasonably possible.

2. Order Processing

Orders are normally processed after successful payment and verification of the order information.

Most orders are prepared for shipment within 1–3 business days.

Processing may take longer during:

  • Sales and promotional periods

  • Public holidays

  • High-volume shopping periods

  • Unexpected operational circumstances

  • Product availability issues

Order processing time is separate from delivery time.

Once your order has been processed and handed over to the delivery partner, the estimated shipping period begins.

3. Estimated Delivery Times

🇸🇦 Saudi Arabia (KSA)

Estimated delivery is generally:

3–5 business days after the order has been processed and shipped.

🇦🇪 United Arab Emirates (UAE)

Estimated delivery is generally:

3–7 business days after the order has been processed and shipped.

These are estimated delivery periods and are not guaranteed delivery dates unless expressly stated otherwise at checkout or in your order confirmation.

Delivery may take longer depending on the destination, courier operations, public holidays, weather, remote-area coverage, or other circumstances beyond DURREVA's reasonable control.

4. Delivery to Remote or Restricted Areas

Some remote, rural, restricted-access, or difficult-to-reach locations may require additional delivery time.

If additional delivery charges or special delivery arrangements are required for a particular destination, we will communicate the applicable information where reasonably possible.

5. Shipping Charges

Applicable shipping charges will be displayed during checkout before you complete your purchase.

DURREVA may periodically offer promotional shipping offers, including:

Free Delivery Across KSA

and/or

Free Delivery Across UAE

where such offers are active.

Promotional shipping offers may be subject to minimum-order values, selected products, destination restrictions, campaign periods, or other conditions displayed at checkout.

6. Order Tracking

Once your order has been shipped, tracking information may be provided through email, SMS, WhatsApp, your DURREVA account, or another available communication method.

Tracking information may take some time to become active after the shipment has been handed to the delivery partner.

If tracking information is unavailable or does not update for an extended period, please contact DURREVA Customer Support.

7. Delivery Information

To help ensure successful delivery, customers must provide accurate and complete information during checkout, including:

  • Full name

  • Active mobile number

  • Email address

  • Complete delivery address

  • City

  • District or area

  • Building, apartment, villa, or unit information where applicable

  • Any additional information reasonably required for delivery

Customers are responsible for checking the accuracy of their delivery information before completing an order.

DURREVA is not responsible for delivery delays, failed delivery attempts, or additional costs resulting from incorrect, incomplete, or outdated information supplied by the customer, to the extent permitted by applicable law.

If you notice an error in your delivery information, please contact us as soon as possible.

8. Delivery Attempts

The delivery partner may contact you using the phone number provided with your order.

If delivery cannot be completed because the customer is unavailable, unreachable, the address is incorrect or incomplete, or for another customer-related reason, the courier may arrange another delivery attempt or return the shipment according to its applicable procedures.

Additional delivery charges may apply in certain circumstances where permitted by applicable terms or law.

9. Delayed Shipments

DURREVA makes reasonable efforts to have orders delivered within the estimated timeframe.

However, delays can occasionally occur due to:

  • Courier or transportation delays

  • Public holidays

  • Severe weather

  • High shipment volumes

  • Incorrect or incomplete delivery information

  • Remote-area delivery

  • Customs or regulatory procedures where applicable

  • Transportation disruptions

  • Technical or operational issues

  • Events beyond our reasonable control

If we become aware of a significant delay that may affect the agreed or stated delivery arrangement, we will make reasonable efforts to notify the affected customer and provide available information about the order.

Nothing in this policy limits any cancellation, refund, or other rights that may apply under applicable law.

10. Delayed Delivery and Customer Rights

DURREVA aims to deliver orders within the timeframe communicated at checkout or in the order confirmation.

If an order is significantly delayed beyond the applicable agreed or legally relevant delivery period, please contact DURREVA Customer Support.

Depending on the circumstances and applicable law, the customer may have rights to cancel the order, receive a refund, or request another appropriate remedy.

For customers in Saudi Arabia, applicable e-commerce rules provide specific consumer protections concerning delivery delays. The Saudi Ministry of Commerce states that, where no delivery date has been agreed, a consumer may have a right to cancel if delivery is delayed beyond the applicable statutory period, subject to the law and its exceptions.

11. Damaged Packages

If your package appears visibly damaged when delivered, please inspect the shipment and product as soon as reasonably possible.

Where practical, take clear photographs or video of the package before opening it.

If the product inside is damaged, broken, defective, or otherwise not in conformity with your order, contact DURREVA Customer Support and provide your order number together with clear photographs and/or video showing the issue.

For Saudi customers, the Ministry of Commerce has specifically advised consumers to check that the shipment matches the order and that the products are safe and in good condition before providing the delivery confirmation code.

Please refer to our Return, Replacement & Refund Policy for the applicable procedure.

12. Incorrect or Missing Products

If you receive an incorrect product or an item appears to be missing from your order, please contact DURREVA Customer Support as soon as possible.

Please provide:

  • Order number

  • Product name

  • Description of the issue

  • Clear photographs and/or video where requested

We will review the matter and, where appropriate, coordinate with our fulfillment and logistics partners to determine the appropriate resolution.

13. Multiple Shipments

Depending on product availability, fulfillment requirements, and logistics arrangements, items from the same order may occasionally be shipped separately.

If this occurs, you may receive more than one package and, where applicable, more than one tracking number.

You will not be charged an additional shipping fee solely because DURREVA or its fulfillment partner ships items separately, unless otherwise stated at checkout.

14. Cash on Delivery

Where Cash on Delivery (COD) is available, the applicable order amount must be paid to the delivery partner upon delivery.

COD availability may vary depending on:

  • Country

  • Delivery location

  • Product

  • Courier

  • Order value

  • Other operational requirements

COD orders may be subject to additional verification or confirmation before shipment.

15. Customs, Duties and Import Charges

For orders delivered within Saudi Arabia or the UAE, applicable taxes, customs duties, import charges, or other government-imposed charges, where applicable, will be handled or disclosed according to the relevant transaction and applicable requirements.

If any additional charge is applicable to your order, we will make reasonable efforts to communicate the relevant information before or during checkout where required.

Customers are responsible for providing accurate information required for customs or delivery purposes.

16. Order Cancellation Before Shipment

If you wish to cancel an order, contact DURREVA Customer Support as soon as possible after placing the order.

We will make reasonable efforts to accommodate cancellation requests received before the order enters the fulfillment or shipping process.

Once an order has been processed or shipped, cancellation may no longer be possible through the standard cancellation process and the request will be handled according to our Return, Replacement & Refund Policy and applicable law.

Nothing in this section limits any mandatory cancellation rights available to customers under applicable law.

17. Fulfillment and Logistics Partners

DURREVA may use third-party fulfillment, logistics, and delivery providers to process and deliver customer orders.

These partners may assist with:

  • Product sourcing and preparation

  • Packaging

  • Shipment processing

  • Courier handover

  • Delivery

  • Shipment tracking

  • Return collection

  • Replacement logistics

Our fulfillment partners may ship products directly to customers on behalf of DURREVA.

Your purchase relationship remains with DURREVA, and DURREVA remains your primary point of contact for questions, complaints, delivery issues, returns, and replacements.

18. Delivery Estimates

All delivery periods displayed on the DURREVA website, checkout, order confirmation, tracking page, or customer communications are estimated delivery periods, unless expressly stated as a guaranteed delivery commitment.

Estimated delivery times begin after the applicable order-processing period and shipment handover, unless otherwise stated.

We will make reasonable efforts to deliver your order within the estimated timeframe.

19. Unsuccessful Delivery or Returned Shipments

If an order is returned to the fulfillment or delivery partner because the customer:

  • Provided an incorrect or incomplete address

  • Could not be reached

  • Was unavailable for required delivery attempts

  • Refused delivery without a valid reason

  • Failed to complete a required delivery procedure

DURREVA may contact the customer to determine whether another delivery attempt is possible.

Any additional delivery or return charges may be the customer's responsibility where permitted by applicable law and the circumstances of the order.

This section does not limit any consumer rights that may apply where the failed delivery was caused by DURREVA or its fulfillment/delivery partners.

20. Delivery Issues and Customer Support

If you experience a delivery problem, please contact:

DURREVA Customer Support
Email: durreva.care@gmail.com

When contacting us, please provide your order number and the phone number or email address associated with the order.

Our support team will review the issue and, where necessary, coordinate with the relevant fulfillment or delivery partner.

21. Applicable Consumer Rights

This Shipping & Delivery Policy is intended to explain DURREVA's standard delivery procedures.

It does not remove, restrict, or replace any mandatory consumer rights available under the laws applicable to your purchase.

For customers in Saudi Arabia, DURREVA will comply with applicable Saudi e-commerce and consumer-protection requirements. Saudi Arabia's Ministry of Commerce identifies shipping/delivery consumer rights and obligations as a specific requirement for e-commerce stores.

For customers in the UAE, DURREVA will comply with applicable UAE consumer-protection and e-commerce requirements relevant to the transaction. UAE Federal Law No. 15 of 2020 establishes consumer rights including access to accurate product information and fair compensation for qualifying harm or loss, with the law applying to covered e-commerce transactions.

Where mandatory local law provides a customer with greater or different rights than those described in this policy, the applicable law will prevail.

22. Policy Updates

DURREVA may update this Shipping & Delivery Policy from time to time to reflect changes in our fulfillment arrangements, delivery services, business practices, or applicable legal requirements.

The updated version will be published on this page with a revised effective date.

23. Contact Us

For shipping, delivery, tracking, or order-related questions, please contact:

DURREVA Customer Support
Email: durreva.care@gmail.com
Website: DURREVA
Service Areas: Saudi Arabia & United Arab Emirates

Please include your order number whenever contacting us about an existing order.

Thank you for choosing DURREVA.