Shipping policy

1. Processing Time

• All orders are processed within 2–5 business days after payment confirmation, unless the order includes customized or handcrafted items.
• If any unexpected delay occurs, our team will notify the customer immediately.

2. Shipping Methods

• Alastra partners with trusted local and international couriers to ensure safe and timely delivery.
• Shipping methods are selected based on destination, package size, and product type.

3. Shipping Rates

Shipping fees are calculated based on:
• Product weight and dimensions
• Delivery destination
• Type of service (standard or express)

Shipping costs appear clearly at checkout before payment.

4. Delivery Timeframes

• Within the UAE:
Delivery is typically completed within 3 business days from the shipping date.

• International Shipping:
Delivery time depends on the destination country and its distance from the UAE.
In most cases, international deliveries require up to 29 days.
Additional time may apply due to customs procedures or local courier delays.

5. Order Tracking

• Once your order is shipped, a tracking number will be provided via email or SMS.
• You can use this tracking number to monitor shipment progress until delivery.

6. Custom-Made & Handcrafted Orders

For custom or handcrafted alabaster lighting products:
• Production may require 15–45 days, depending on design complexity.
• Production begins only after the customer approves the design and payment is confirmed.
• Shipping timelines start after production completion.

7. Delivery Conditions

Customers must ensure that:
• The delivery address provided is accurate.
• A valid phone number is available for courier coordination.
• Someone is present to receive the shipment.

If delivery fails due to incorrect customer information, additional shipping fees may apply.

8. Shipping Damage

If the product arrives damaged:
• The customer must report the issue within 24–48 hours of delivery.
• Photos/videos of the damaged product and packaging must be provided.
• After verification, Alastra will arrange a replacement, repair, or refund.

9. International Shipping & Customs

• International shipments may be subject to customs duties, import taxes, or VAT based on the destination country.
• Such charges are the customer’s responsibility.
• Alastra is not responsible for customs delays or additional inspection costs.

10. Out-of-Stock & Backordered Items

• If an item becomes unavailable after purchase, the customer will be informed immediately.
• The customer may choose to wait for restock, select an alternative item, or receive a full refund.

11. Incorrect or Incomplete Orders

If the customer receives an incorrect or incomplete shipment:
• Alastra must be notified within 48 hours.
• The issue will be corrected at no additional cost.

12. Contact Information

For any delivery or shipping inquiries, please contact:

Email: info@alastralight.com
Phone: +971 501 594 577