Shipping policy
At Pearl Souq, we are committed to providing a smooth, reliable, and transparent shipping experience for all our customers. This Shipping Policy explains how orders are processed, shipped, and delivered, including estimated delivery times and important shipping conditions. By placing an order with us, you agree to the terms outlined below.
Order Processing
All orders are processed within 1–2 business days after payment confirmation is received. During peak seasons, promotional campaigns, or holidays, order processing may take slightly longer due to increased demand.
Once your order has been processed and dispatched, you will receive a confirmation email containing your order details and tracking information so you can monitor the status of your shipment.
Shipping Duration
Delivery times depend on your location and the type of product ordered.
- Within the UAE: Orders typically arrive within 1–2 business days after dispatch.
- Delivery timelines may vary depending on courier schedules and operational conditions.
While we always aim to deliver your order promptly, delays caused by courier services or unforeseen circumstances may occasionally occur.
Shipping Charges
Shipping costs are calculated during checkout based on factors such as:
- Delivery location
- Order weight
- Selected shipping method
From time to time, free shipping promotions may be offered. These offers will be clearly displayed on our website when available.
Tracking Your Order
After your order has been shipped, a tracking number will be sent to your registered email address. This tracking number allows you to monitor your shipment through our courier partner’s tracking system.
If you experience any issues while tracking your parcel, please contact our support team at support.pearlsouq@gmail.com and we will be happy to assist you.
Address Accuracy
Customers are responsible for providing accurate and complete shipping information at the time of checkout.
Luxora UAE cannot be held responsible for orders delivered to incorrect addresses provided by the customer. If you notice an error in your shipping address after placing an order, please contact us immediately before dispatch so we can attempt to correct the details.
Damaged or Lost Packages
Although rare, if a package is lost or arrives damaged during transit, please notify us as soon as possible. Our team will coordinate with the shipping carrier to investigate the issue.
Depending on the outcome, we may arrange a replacement or refund where appropriate. All claims for lost or damaged items must be reported within 7 days of delivery.
Delays and External Factors
While we make every effort to deliver orders within the estimated timeframe, delays may occur due to factors beyond our control, including:
- Severe weather conditions
- Public holidays
- Courier service disruptions
- Unexpected logistical issues
Luxora UAE is not responsible for delays caused by these external factors, but we will do our best to keep you informed and minimize inconvenience.
Contact Us
If you have any questions about shipping, delivery timelines, or tracking your order, please contact us at:
Email: support.pearlsouq@gmail.com
Our support team will be happy to assist you and ensure your shopping experience with Pearl Souq remains smooth and reliable.