SHIPPING & RETURNS

All orders are fulfilled from our Dubai warehouse via our logistics partner.

Orders placed before the daily cut-off (12pm) may qualify for same-day dispatch (where applicable).

Our standard delivery time in UAE is 1–2 days.

We usually deliver on the same day or next day.

During public holidays such as Eid, delivery times may be extended by a few days. If your order is delayed, please contact us at support@theneatshark.com and we'll assist you with the latest updates.

Our delivery time to remote areas is 3–6 business days depending on courier coverage.

Business days exclude weekends and UAE public holidays.

A list of remote delivery locations can be found here.

Delivery timelines are estimates and may vary slightly due to public holidays, weather conditions, or operational factors outside our control.

If you buy 1 item, shipping is AED 15.

If you buy 2 items, shipping is free.

If you buy 3 or more items, you get free shipping + 10% automatic discount at checkout.

Shipping fees are calculated automatically at checkout.

Certain locations classified as remote may have a flat AED 30 delivery fee and extended delivery timelines.

This will be communicated to the customer before dispatch if applicable.

A list of remote delivery locations can be found here.

Credit/debit cards, Apple Pay, Google Pay, Tabby, and Cash on Delivery (UAE only).

All digital payments are processed through Shopify's secure checkout, so your card details are encrypted and protected.

Available within the UAE. Cash or card accepted at delivery, with no extra handling fee.

Once your order is out for delivery, you'll receive a payment link in case you'd like to prepay before the courier arrives.

Otherwise, pay the courier directly on arrival.

Please make sure the phone number on your order is reachable so our delivery team can coordinate timing.

Once your order is dispatched, you will receive a tracking message via WhatsApp.

If WhatsApp is not available, an SMS will be sent instead.

Your tracking link allows you to:

• View real-time delivery progress
• See your estimated delivery date and time
• Confirm or update your delivery address
• Leave delivery instructions (for prepaid orders)
• Switch the tracking experience to Arabic if preferred

Please ensure your phone number is entered correctly at checkout to avoid delivery delays.

If you experience any issues accessing your tracking link, contact us at support@theneatshark.com.

Please ensure your phone number and address are accurate.

If delivery cannot be completed due to unavailable recipient or incorrect details, additional delivery charges may apply.

We offer a 14-day return policy from the date of delivery.

IMPORTANT: Unless the item is defective or incorrect, return shipping costs are the customer's responsibility and will be deducted from the refund amount.

To be eligible for a return:

• The product must be unused and unopened
• The seal and outer packaging must be intact
• The item must be returned in its original packaging
• Proof of purchase is required

Due to hygiene and safety standards, we cannot accept returns of opened or used cosmetic products.

We reserve the right to reject returns that do not meet the above conditions.

Please contact us at support@theneatshark.com.

If your return is approved, we will provide return instructions.

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery with photos and your order number. We will resolve the issue promptly.

Once your return is received and inspected, we will notify you of the approval status.

If approved, refunds will be processed to the original payment method within 7–10 business days after approval.

Exchanges for unopened products are accepted under the same eligibility conditions as returns.

To arrange an exchange, contact us at support@theneatshark.com.

At this time, we do not ship internationally.

We are focused on delivering a flawless UAE experience first.

Orders may be cancelled by The Neat Shark if fraud, abuse of promotions, or pricing errors are suspected.