Terms and conditions

Ship Dubai is a trading name of SEND THERE FZCO ("we", "us"; DMCC licence DMCC-1045735; Unit BA2391, DMCC Business Centre, Level 1, Jewellery & Gemplex 3, Dubai, United Arab Emirates). We arrange shipping between the UK and the UAE, using third-party couriers and their partners. These terms apply to every booking you make with us and whenever you use our website or message us. By booking, paying or messaging us, you agree to them.

Your order and our prices

• Your price is for the boxes, sizes, weights, dates and services you book or we confirm in a message or payment link. A booking is made when your payment is taken, and we arrange it on the details you give us, so check them and tell us promptly if anything changes.
• If a box turns out bigger or heavier than you booked, or differs from what you told us, you'll pay the difference before it continues, or we may return it to you at your cost.
• We may decline or cancel a booking before collection, for example if a price was shown in error or an item can't be carried. If we do, we'll refund what you paid for it.

Customs, duties and what you can't send

• You must tell us truthfully what's in each box and what it's worth, for the customs declaration. For shipments to the UAE, our price includes UAE customs duties and import taxes on personal belongings and gifts. If you're sending commercial goods or something of unusually high value, tell us before you book and we'll confirm. Otherwise, unless we've confirmed in writing that they're included, any duty, tax or charges customs makes are yours to pay.
• You must not send anything the UK or the UAE bans or restricts, or anything we tell you we can't carry, such as loose lithium batteries, aerosols, flammables, weapons, drugs, cash and valuables. Customs can open, check, hold, return or destroy items, and their decisions are outside our control. You'll be responsible for any costs, fines or claims caused by what you send or how you declare it, including those charged to us, and there will be no refund.

Packing

You're responsible for packing your items so they can travel safely: well sealed, gaps filled and fragile items protected. A small parcel goes in your own sturdy packaging.

Collection, storage and delivery

• Collections happen on working days. We'll give you a collection day, not an exact time. Please have your boxes ready, with someone there to hand them over. A missed collection may cost extra to rebook.
• Delivery times are estimates, not guarantees. We aren't responsible for delays caused by customs, weather, holidays or anything else outside our reasonable control.
• Give us a full delivery address and a working phone number. Extra delivery attempts, storage beyond what you booked, or returns caused by wrong details or no one being available, may cost extra.

Loss and damage

• Cover for loss or damage isn't included in our prices for shipments to the UAE. Shipments from the UAE to the UK include loss cover up to £100 per shipment. If you want more cover for something valuable, ask us before you book.
• Please tell us about any problem in writing within 7 days of delivery, or for a missing box within 7 days of its expected delivery date, with photos and the tracking number. If you tell us later, we may not be able to recover it from the courier, which can affect your claim. Keep the packaging until it's settled.

Cancellations and refunds

• You have the right to cancel within 14 days of booking without giving a reason. You lose that right once the service has been fully provided.
• To cancel, message us or send us a clear statement that you are cancelling, with your name, booking reference and the date you booked. You can use this wording: "I cancel my booking [reference], made on [date]. Name: [your name]."
• Before collection, we'll refund what you paid, less the value of what we've already supplied, such as boxes and postage already sent and labels already made. Once your boxes have been collected, the shipment can't be stopped or recalled, and a refund is the price less the value of the service already provided, which may be the full price once your boxes are in transit.
• If your collection or box delivery is within 14 days of booking, you're asking us to start the service straight away. If you then cancel within 14 days of booking, we'll refund you less the value of the work we've already done. Refunds go back to the card you paid with.

Our liability

• Apart from any cover included above or agreed with you in writing, our total liability for anything to do with your booking, including loss of or damage to your items, is limited to the price you paid for it. Where an international convention (such as the Montreal Convention for air carriage) sets our liability, that applies instead. We aren't responsible for losses that neither of us could have expected when you booked, for business losses such as lost earnings, or for anything outside our reasonable control.
• Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to limit. If you're a consumer, your legal rights are not affected.

Messaging us

• Messages are handled as described in our privacy policy. Please don't send card numbers or passwords in a message; payments are taken only through our checkout or payment links.
• Instagram and Facebook only let businesses reply for a limited time after your last message, so if you haven't heard from us, message us again or use WhatsApp. Your use of WhatsApp, Instagram and Facebook is also governed by their own terms.

Using the website

Don't misuse the website, for example by trying to get into parts of it that aren't meant for you or by interfering with how it works. Information on the website may change and is not a substitute for your booking confirmation.

Law and changes

• These terms are governed by the law of England and Wales, and the courts of England and Wales can hear any dispute. If you live elsewhere in the UK, you can also use your local courts.
• We may update these terms. The version in place when you booked applies to your booking.

Contact

Questions about these terms: email hello@shipdubai.co.uk or WhatsApp +971 58 588 6163. See also how to ask us to delete your data.