Shipping policy

To provide a smoother customer experience, we currently offer complimentary standard delivery across the UAE. For delivery outside the UAE, please contact us. Our main delivery partner is Quiqup. In some cases, we may use another trusted courier partner depending on the delivery location, courier availability, delivery timing, or operational requirements.

1. Delivery Address

To arrange delivery of any products purchased from Stepwell, the customer is responsible for providing complete, correct, and accurate delivery details at the time of placing the order. This includes the customer’s full name, active UAE mobile number, WhatsApp number where possible, emirate, area, building or villa name, apartment or villa number, and any access instructions required for delivery. Stepwell is not responsible for delivery delays, failed delivery, lost orders, missing orders, or incorrect delivery where the issue is caused by inaccurate, incomplete, false, or outdated information provided by the customer.

2. Delivery Time and Charges

Estimated delivery times are as follows:

We currently offer complimentary standard delivery across UAE MONDAY TO FRIDAY.

STANDARD FREE. Cut off time is 1:30 pm (If you order by 1:30 pm on the DAY 1 you will receive your parcel next day (DAY 2) by the end of that day. All the orders received after 1:30 pm DAY 1 will dispatched on the DAY 2 and delivered to you on the DAY 3 by the end of that day.
SAME DAY DELIVERY: Charge is 35 AED. ONLY AVAILABLE for Dubai MONDAY TO FRIDAY and the CUT OFF time is 5 pm! IMPORTANT! If you place order for the same day delivery on Friday after 5pm It is going to be delivered on Monday by 6pm.
DELIVERY TO REMOTE AREAS: Abu Dhabi Western Region, Ajman, Al Ain, Fujairah, Um al Quwain, RAK, Sharjah these areas are served with scheduled routes on Thursdays and Sundays.
OUR WAREHOUSE has a DAY OFF on Sundays and on UAE public holidays. There are no deliveries happing on these days.

Remote areas (additional time may be required): Some locations in Abu Dhabi / Western Region, Ajman, Al Ain, Fujairah, Umm Al Quwain, Ras Al Khaimah and Sharjah are classified as remote delivery areas. These areas are served through scheduled delivery routes on Thursdays and Sundays. Delivery usually takes around 3 business days, depending on the delivery schedule and customer location. Additional charge may apply.

Unless specifically confirmed by Stepwell in writing, delivery dates and times are estimates only. They are not guaranteed delivery times and may vary despite our best efforts. Delivery may be affected by courier availability, public holidays, weather conditions, road restrictions, high-order periods, remote locations, restricted-access communities, or customer availability.

3. Order Processing

Orders are processed after payment confirmation and order verification. Orders placed outside working hours, during weekends, or during UAE public holidays may be processed on the next business day. Once the order is prepared, it will be handed to Quiqup or another approved courier partner for delivery.

4. Risk and Delivery Completion

Risk of loss and ownership of the products passes to the customer once the order has been delivered to the customer, the customer’s representative, or another person reasonably authorised or available to receive the order at the delivery address provided by the customer. This may include a family member, nanny, colleague, building reception, concierge, security desk, hotel reception, or office reception. If the customer does not want the order to be left with reception, security, or another representative, this must be clearly stated in the delivery notes before dispatch.

5. Failed Delivery Attempts

If the courier is unable to complete delivery because the customer is unavailable, unreachable, provides incorrect or incomplete delivery information, refuses the order without a valid product-related reason, or does not respond to courier communication, Stepwell may arrange another delivery attempt. Additional delivery or return courier charges may apply in such cases. If an order is returned to Stepwell because delivery could not be completed, we will contact the customer to arrange re-delivery, collection, exchange, depending on the situation. Any delivery or return charges already incurred may be deducted from the refund where legally permitted and where the failed delivery was caused by the customer.

6. Same-Day or Urgent Delivery

Same-day or urgent delivery may be available in selected areas, mainly within Dubai, subject to stock availability, order time, courier availability, and location coverage. Same-day delivery is not guaranteed unless confirmed by Stepwell in writing by WhatsApp, email.

7. Quality Check Before Dispatch

All items are quality checked before dispatch. We carefully check products before handing them to the courier. However, if you receive an item that is damaged, faulty, incorrect, or not in perfect condition, please contact us immediately and no later than 24 hours after delivery. Please provide your order number, clear photos of the product, packaging, and the issue, and a short explanation of the problem. Once reviewed, Stepwell will offer an appropriate solution in line with our Return & Refund Policy and applicable UAE consumer protection requirements.

8. Missing, Lost, or Incorrectly Delivered Orders

Stepwell will support the customer in checking delivery status with the courier where an order appears delayed, missing, or incorrectly delivered. However, Stepwell is not responsible for lost, missing, delayed, or incorrectly delivered orders where the issue was caused by the customer’s incorrect, false, incomplete, or outdated delivery information, failure to respond to the courier, or failure to provide access to the delivery location. If the issue was caused by Stepwell or our courier partner, we will review the case and provide a suitable solution.

9. Delivery Restrictions

We do not deliver to PO boxes. Some remote areas, restricted-access communities, hotels, offices, free zones, or locations with limited courier access may require additional time or special delivery coordination. If delivery to your location is not available, Stepwell will contact you to arrange an alternative solution where possible.

9. International shipping.

Stepwell ships selected orders outside the UAE. International shipping charges are calculated separately and cover transportation only. Any customs duties, import or export taxes, VAT, clearance charges, declaration fees, brokerage fees, handling charges, storage fees, or other charges imposed by the destination country, customs authority, courier, or third party are not included in the product price or shipping fee. All additional charges are the sole responsibility of the customer. Stepwell cannot confirm the amount of these charges in advance, as customs requirements vary by country. Customers are responsible for providing accurate delivery and customs information. Stepwell is not responsible for customs delays, rejected shipments, or additional costs resulting from incorrect information, unpaid fees, or local import restrictions. If an international shipment is refused, unclaimed, or returned to Stepwell, any shipping, return, customs, clearance, handling, or administrative costs may be deducted from the customer’s refund.