Shipping & Delivery

1. Order Processing Time

• Most orders are processed and shipped within 2–5 business days.

• In rare cases where items are temporarily out of stock, fulfillment may take up to 10 business days.

• Customers will be notified if any delay occurs.

2. Shipping Fees & Customs Responsibility

• Shipping costs are calculated and displayed at checkout.

• Customs duties, import taxes, VAT, or clearance fees are not included in product or shipping prices.

• These charges are entirely the responsibility of the customer and depend on the regulations of the destination country.

Refusal to pay customs fees may result in the shipment being returned or abandoned. This does not qualify for a refund.

3. Delivery Time & Delay Disclaimer

While we strive to meet estimated delivery times, delays may occur due to:

• Customs clearance

• Courier backlogs

• Weather or operational disruptions

• Peak seasons

• External factors beyond our control

Such delays are not considered non-delivery and do not qualify for refunds, cancellations, or disputes.

4. Tracking Information Disclaimer

Tracking numbers are provided once the order is shipped.

Some shipping providers may take time to activate or update tracking information.

Important Notice:

For UK standard shipping, tracking information may take 2–4 business days after shipment to become active or show movement. This is normal and does not indicate a shipping issue.

5. Customer Contact Details (Important for GCC Countries)

Customers must ensure that their phone number and delivery details are accurate at checkout.

For customers in:

Saudi Arabia, Qatar, UAE, Bahrain, Oman, and Kuwait

Local couriers often contact recipients directly by phone or WhatsApp to confirm delivery details.

If:

• The phone number is incorrect

• The customer does not answer the courier

• Delivery fails due to an unreachable customer

Marasi is not responsible for delivery failure, and the order will not be eligible for a refund.

6. Failed Delivery or Incorrect Address

If delivery fails due to:

• Incorrect address

• Incorrect phone number

• Customer unavailability

• Refusal of the shipment

Marasi reserves the right to:

• Cancel the order without refund of shipping fees, or

• Request additional payment for re-shipping

7. Damaged Items During Shipping

If your order arrives damaged:

• Report within 24 hours for food, beauty & personal care items

• Report within 3 days for other items

• Provide clear photos of the item and packaging

Approved cases are handled according to our Refund & Return Policy.

8. Shipping Support

For any shipping-related inquiries:

📧 help@elmarasi.com
💬 WhatsApp Support