This page is a draft prepared for ARBOR’s review. Items marked “To be confirmed” must be completed and the page approved by the business before the website is launched.

Thank you for shopping with ARBOR. This policy explains how we deliver orders placed on arboroud.com. The website is operated by Arbor oud trading (اربور لتجارة العود), a sole establishment licensed by the Department of Economy and Tourism in Dubai, United Arab Emirates (Licence No. 1644540).

Delivery locations

We currently deliver to addresses within the United Arab Emirates only (Abu Dhabi, Dubai, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah and Fujairah). [To be confirmed by ARBOR: any areas that are excluded or subject to special arrangements]

Order processing

Orders are processed after payment has been confirmed. You will receive an order confirmation by email. Orders placed on weekends or public holidays are processed on the next working day. [To be confirmed by ARBOR: order processing time, e.g. within X working days]

Delivery estimates

Delivery is carried out by our delivery partner. Estimated delivery times are shown for guidance only and begin once your order has been dispatched. [To be confirmed by ARBOR: estimated delivery times per emirate]

Shipping charges

Any delivery charge is calculated and shown at checkout before you place your order. [To be confirmed by ARBOR: delivery charges and any free-delivery threshold]

Address accuracy

Please make sure that your name, mobile number, emirate, area, street, building or villa and apartment details are complete and correct. We are not responsible for delays or failed deliveries caused by incomplete or incorrect information provided at checkout.

Failed delivery attempts

Our delivery partner will contact you on the mobile number provided. If delivery cannot be completed after the attempts made by the courier, the order may be returned to us and we will contact you to arrange redelivery. [To be confirmed by ARBOR: number of attempts and any redelivery charge]

Order tracking

When your order is dispatched we will share the available tracking or delivery details with you by email, SMS or WhatsApp. You can also contact us at any time for an update.

Delivery delays

Deliveries may occasionally be delayed by circumstances outside our control, such as weather, public holidays, high seasonal demand or courier disruption. We will keep you informed and do our best to minimise any inconvenience.

Damaged parcels

Please check your parcel on delivery. If the packaging or products are damaged, please take photographs and contact us within [To be confirmed by ARBOR: number of days] of delivery so that we can resolve the issue. See our Returns & Refunds policy for details.

Customer support

For any question about your delivery, please contact us: