Shipping Policy

Phone: +971 54 404 1428
Email: contact@mesrara.com
Website: www.mesrara.com

1. General Information

This Shipping Policy applies to all orders placed on www.mesrara.com and governs the delivery of products sold by Mesrara L.L.C – FZ, a company legally registered in the United Arab Emirates. By placing an order on our website, you agree to the terms set out in this Shipping Policy, in addition to our Terms & Conditions and Exchange Policy.

Mesrara is a Dubai-based luxury women’s fashion brand offering worldwide shipping.

This policy is designed to ensure transparency, clarity, and trust in all shipping-related processes, including order processing, dispatch, delivery timelines, logistics partners, international shipping operations, customs procedures, and customer responsibilities. It forms an integral part of Mesrara’s contractual framework and should be read in conjunction with all other legal and commercial policies published on the website. This Shipping Policy applies to all customers, regardless of their country of residence, nationality, or delivery destination.

By accessing our services and placing an order, customers acknowledge that international shipping involves cross-border regulations, customs procedures, and carrier-specific processes, and agree to comply with all applicable local and international shipping laws and requirements. Mesrara operates in accordance with UAE commercial regulations and international e-commerce standards, ensuring that all shipping operations are conducted in a lawful, secure, and professionally managed manner consistent with the standards of a global luxury fashion brand.

2. Shipping Destinations

We ship:

• Across the United Arab Emirates
• Internationally to most countries worldwide

Availability of shipping services may vary depending on destination, customs regulations, carrier restrictions, and local laws. Mesrara reserves the right to refuse shipping to certain destinations due to legal, regulatory, or logistical constraints.

Mesrara is committed to providing reliable international delivery services while complying with all applicable export, import, and cross-border trade regulations. International shipping is subject to the laws and regulations of both the United Arab Emirates and the destination country, including customs controls, import restrictions, and product eligibility requirements. All shipping destinations are subject to operational feasibility, international transport accessibility, and carrier service availability, ensuring secure and compliant delivery worldwide.

3. Processing Time

All orders are processed within: 1-3 business days (excluding weekends and UAE public holidays). Processing includes:

• Order verification
• Quality control
• Packaging
• Dispatch preparation

During peak periods, promotions, or high-demand seasons, processing times may be extended.

Each order is carefully prepared to meet Mesrara’s luxury brand standards, ensuring product integrity, quality control accuracy, and secure packaging before dispatch. This process is designed to protect product quality, preserve brand presentation, and ensure optimal delivery conditions. Processing time refers exclusively to order preparation and handling and does not include shipping or transit time. Customers acknowledge that processing and delivery are two separate operational phases within the order fulfillment process.
Mesrara reserves the right to delay processing in cases of payment verification, fraud prevention checks, stock verification procedures, or exceptional operational circumstances, in order to ensure secure and compliant transaction processing.

4. Shipping Methods & Carriers

Orders are shipped exclusively through the following logistics partners:

• National Deliveries (United Arab Emirates) : Quiqup Delivery LLC
• International Deliveries : DHL Express

Carrier assignment is automatic and based on the destination country. Mesrara reserves the right to modify logistics partners if operationally necessary, without affecting customer rights.

Mesrara selects its logistics partners based on reliability, service quality, delivery performance, and international compliance standards, ensuring secure handling and professional delivery of luxury products. All shipments are managed through professional logistics infrastructure, including shipment tracking, identity verification procedures where applicable, and secure delivery protocols in accordance with international shipping standards.
Customers acknowledge that delivery services are provided by independent third-party carriers and that operational execution, transit handling, and delivery procedures are governed by the respective carrier’s terms, conditions, and operational policies.

5. Estimated Delivery Times

UAE (Quiqup Delivery LLC): 1-3 business days
International (DHL Express): 5-15 business days

Delivery times may vary due to:

• Customs clearance
• Weather conditions
• International transport delays
• Local carrier handling
• Force majeure events

Mesrara shall not be held liable for delays caused by external factors beyond our control. Estimated delivery times are provided as a guideline and may fluctuate depending on seasonal demand, national holidays, or high-volume periods. Mesrara continuously monitors shipment progress to provide customers with accurate updates and tracking information where available.

For international shipments, customers should allow additional time for customs processing and clearance in accordance with the destination country’s regulations. Mesrara works closely with DHL Express to ensure transparent tracking and timely delivery wherever possible. Customers are encouraged to verify that delivery addresses are complete and accurate to minimize delays. In case of any unforeseen shipping issues, our customer service team is available to assist and provide guidance on tracking, estimated arrival, and resolution options.

6. Shipping Fees

Shipping fees are calculated at checkout based on:

• Destination country
• Package weight and size
• Selected shipping service

All shipping costs are clearly displayed before payment confirmation. Mesrara ensures full transparency regarding shipping fees so that customers are informed of all costs prior to completing their purchase. No hidden fees or unexpected charges will be applied after the checkout process.

Shipping fees reflect the professional handling, secure packaging, and premium logistics services associated with luxury products. This includes careful preparation, quality inspections, and reliable delivery through our selected carriers. Customers are encouraged to review shipping options and associated costs at checkout, as fees may vary depending on the speed of delivery chosen, the destination country’s import regulations, and the size or weight of the order. This ensures clarity and full understanding of the total purchase cost.

7. Customs, Duties & Taxes

For international orders, all customs-related charges are the sole responsibility of the customer, including but not limited to:

• Customs duties
• Import taxes
• VAT
• Clearance fees
• Local governmental charges

Mesrara does not cover any customs-related charges imposed by destination countries. Failure to pay customs duties may result in:

• Delivery refusal
• Return to sender
• Package abandonment
• Destruction by customs authorities

In such cases, no refund or exchange will be issued.
Customers should be aware that customs regulations and import duties vary widely by country and may affect delivery time. It is the customer’s responsibility to ensure compliance with local laws, provide accurate documentation, and pay all required charges to facilitate smooth delivery.

Mesrara works with Quiqup Delivery LLC for domestic shipments within the UAE and DHL Express for international deliveries to provide customers with accurate shipping and customs documentation whenever possible. Tracking information is available for all shipments, allowing customers to monitor delivery progress, anticipate potential delays, and stay informed at every stage of transit. We strongly recommend that customers check their country’s customs policies prior to placing an order, especially for high-value or luxury items, to ensure clarity regarding applicable duties, taxes, and any import restrictions that may apply to the products purchased.

8. Address Accuracy

Customers are fully responsible for providing:

• Correct shipping address
• Accurate contact details
• Valid phone number
• Correct postal codes

Mesrara is not responsible for delivery failures caused by incorrect or incomplete address information. If a package is returned due to incorrect address details, additional reshipping fees will apply.
To ensure timely and accurate delivery, customers are encouraged to double-check all address details during checkout. This includes verifying apartment numbers, building names, and any specific delivery instructions that may assist the carrier in successfully completing the delivery.

For international orders, providing complete and precise information is especially important due to customs documentation requirements and potential carrier-specific verification procedures. Inaccurate information may result in customs delays, additional charges, or even return of the shipment to Mesrara. Mesrara’s customer service team is available to assist with address clarification and guidance, helping customers avoid delays or complications with their delivery. Ensuring accurate address information contributes to a smooth, secure, and professional delivery experience consistent with our luxury brand standards.

9. Risk & Transfer of Responsibility

Ownership and risk transfer to the customer:

• Once the order is handed over to the shipping carrier
• Upon dispatch confirmation

Mesrara is not responsible for:

• Carrier delays
• Customs delays
• Lost packages after carrier acceptance
• Delivery errors caused by third-party logistics providers

Upon dispatch, all risk associated with the products, including loss, damage, or delay during transit, is transferred to the customer. Mesrara ensures that packages are securely packed and handed over to trusted logistics partners, but cannot control events beyond the carrier’s operations or external factors such as customs inspections or force majeure events. Customers are encouraged to track their shipments using the tracking information provided and to report any issues promptly. This helps facilitate timely communication with carriers and supports any claims related to lost or damaged items under the carrier’s insurance and service policies.

While Mesrara takes every precaution to minimize transit risks, international shipping involves inherent risks including customs processing, local handling procedures, and potential transportation disruptions. Customers acknowledge and accept these responsibilities upon order dispatch, consistent with global luxury e-commerce standards.

10. Lost or Damaged Shipments

If your order arrives damaged or is lost in transit, you must contact us within 48 hours of delivery at: contact@mesrara.com , include:

• Order number
• Photos of damage
• Delivery label
• Full description of the issue

Claims submitted after this period may not be accepted. All investigations depend on carrier policies and insurance conditions.
Mesrara works closely with its logistics partners to ensure a thorough and professional resolution process for all lost or damaged shipments. Prompt reporting allows us to initiate claims efficiently and to coordinate with carriers and insurers to seek recovery or replacement where applicable.

Customers are encouraged to carefully inspect all packages upon delivery before signing for receipt, documenting any visible damage immediately. This helps facilitate a faster claims process and ensures compliance with carrier and insurance requirements. While Mesrara cannot assume liability for the actions of third-party carriers, we remain committed to assisting customers throughout the claims process, providing guidance, documentation support, and clear communication to achieve the best possible outcome in the event of loss or damage.

11. Exchange Policy

Mesrara operates an Exchange-Only Policy.
Refunds are not offered for non-defective items. Customers may request an exchange in accordance with the conditions below. Exchanges only are accepted under the following conditions:

• Item is unworn, unused, and unwashed
• Original tags and packaging intact
• No stains, odors, damage, or alterations
• Exchange request submitted within the allowed timeframe
• Product is eligible for exchange

All shipping costs related to exchanges are the responsibility of the customer. Exchange approval is subject to inspection and validation by Mesrara’s quality control team.
This policy does not affect statutory consumer rights under UAE law, which grant customers the right to a refund or replacement in cases where products are defective, damaged, or do not conform to the contract of sale. Customers retain these legal rights in all circumstances, ensuring compliance with Federal Law No. 15 of 2020.

To facilitate a smooth exchange, customers are encouraged to carefully review item details and sizing before placing an order. Once an exchange request is submitted, Mesrara’s team will guide customers through the process, including return instructions, inspection, and dispatch of the replacement item, maintaining the high standard of service expected from a luxury fashion brand.
Exchanges are processed promptly following quality control verification, and customers are notified of approval and the next steps. Timely communication and proper packaging help ensure a seamless exchange experience consistent with Mesrara’s commitment to international shipping excellence and brand prestige.

12. Delivery Refusal

If a customer refuses delivery:

• The order will not be refunded
• Shipping fees will not be refunded
• Customs fees will not be refunded
• Exchange rights may be voided

Customers are strongly advised to ensure that they are available to receive deliveries and to provide accurate delivery instructions to avoid refusal scenarios. Refusing delivery may result in the package being returned to Mesrara, which can cause additional handling delays and incur extra shipping costs.
For international shipments, refusal of delivery can trigger customs complications, including additional fees, import restrictions, or potential confiscation by local authorities. Customers acknowledge and accept that such actions are entirely their responsibility.
Mesrara encourages customers to communicate proactively with our support team if there are any concerns about delivery. Our team can assist with rescheduling, alternative delivery options, or guidance to ensure that the receipt of high-value luxury items occurs smoothly and in compliance with international shipping standards.

13. Force Majeure

Mesrara shall not be liable for any failure or delay in performance due to events beyond reasonable control, including but not limited to:

• Natural disasters
• War
• Pandemics
• Government restrictions
• Customs embargoes
• Carrier strikes
• International transport disruptions

Such events may impact order processing, shipping timelines, and delivery accuracy. While Mesrara will make reasonable efforts to minimize the effects of force majeure events, customers acknowledge that such circumstances are unpredictable and beyond the company’s operational control. In the event of force majeure, Mesrara will communicate promptly with customers regarding potential delays, expected resolution timelines, and any alternative arrangements for delivery where feasible. Customers are encouraged to monitor their order status and maintain open communication with Mesrara’s support team during such events.

Force majeure provisions also apply to our logistics partners and carriers, including DHL Express and Quiqup Delivery LLC. Any disruptions caused by these third-party service providers during extraordinary circumstances are considered outside Mesrara’s responsibility, and customers accept that delays or temporary service interruptions may occur.

14. Legal Compliance

This Shipping Policy complies with:

• Applicable UAE commercial laws
• UAE consumer protection regulations
• International e-commerce standards
• Cross-border trade regulations

All transactions are governed by the laws of the United Arab Emirates.
Mesrara operates in full compliance with UAE federal laws and regulations, ensuring that all aspects of order processing, shipping, customs documentation, and customer communication meet legal and regulatory requirements. This guarantees that our customers enjoy a secure and transparent shopping experience, consistent with the standards of a reputable luxury brand.

For international customers, Mesrara adheres to applicable cross-border trade regulations and e-commerce best practices, including import/export compliance, consumer protection standards, and privacy requirements. This ensures lawful delivery and protection of customer rights in every country we serve. By placing an order with Mesrara, customers acknowledge that all transactions, including order acceptance, shipping, exchanges, and related communications, are subject to these legal frameworks. This provides clarity and legal certainty for both the customer and the company in domestic and international contexts.

15. Contact Information

For shipping-related inquiries:

Mesrara L.L.C – FZ
Meydan Grandstand, Meydan Road, 6th Floor
Nad Al Sheba, Dubai – United Arab Emirates
+971 54 404 1428
contact@mesrara.com

Our customer support team is available to assist with any questions related to shipping, tracking, customs procedures, delivery status, and exchange requests. We aim to provide timely, clear, and professional guidance to ensure a smooth and satisfying experience for all customers.
For international orders, customers are encouraged to contact us prior to shipment if they have questions about customs requirements, applicable duties, or shipping documentation. Mesrara strives to provide accurate guidance in line with local and international trade regulations.

All communications are handled in a secure and confidential manner, respecting privacy and data protection standards under UAE law and international e-commerce best practices. Customers are encouraged to keep a record of all correspondence regarding their shipments for reference and smooth resolution of any potential issues.