1. Overview
This Shipping & Delivery Policy applies to all orders placed on Alisouq.com, operated by ALI SOUQ PORTAL L.L.C (“Alisouq”, “we”, “our”, or “us”).
Alisouq.com is a multi-category online marketplace delivering products across the United Arab Emirates. Delivery timelines, shipping charges, and fulfillment methods may vary depending on product type, warehouse location, seller, and delivery destination.
By placing an order on our website, you agree to the terms outlined in this policy.
2. Order Processing
- Once an order is placed, it is verified and processed by our system
- Orders are routed to the nearest warehouse or supplier with available stock
- All items undergo a quality check before dispatch
- Orders are typically processed within 24 hours (business days)
3. Delivery Coverage
We currently deliver across all seven emirates of the UAE:
- Abu Dhabi
- Dubai
- Sharjah
- Ajman
- Umm Al Quwain
- Ras Al Khaimah
- Fujairah
4. Delivery Timeframes
Dubai
Delivery is typically completed within 1–3 business days.
Other Emirates
Delivery is typically completed within 3–5 business days (Abu Dhabi, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah, and Fujairah).
Extended Delivery
Certain items (e.g., vendor-supplied or remote warehouse items) may take up to 7 business days, depending on availability and delivery location.
5. Shipping Charges
- Dubai: AED 15 for orders below AED 99
- Other Emirates: AED 20 for orders below AED 99
- Free Shipping: Applicable on orders above AED 99
Bulky / Heavy Items
Large or heavy products (e.g., building materials, steel, blocks) may incur additional delivery charges based on:
- Weight and volume
- Delivery location
- Minimum Order Quantity (MOQ)
Any additional charges will be clearly communicated before order confirmation.
6. Delivery Process
- Orders are packed securely to ensure safe delivery
- Fragile items receive additional protective packaging
- Orders are handed over to a third-party courier or delivered via Alisouq fleet
- If the customer is unavailable, the delivery partner will attempt to contact and reschedule
7. Order Tracking
- For courier deliveries, tracking details will be shared via email once the order is dispatched
- For deliveries handled by Alisouq drivers, tracking may not always be available; the driver may contact you directly at the time of delivery
8. Multiple Shipments
- Orders may be shipped in multiple packages if items are sourced from different warehouses or suppliers
- No additional shipping charges will apply for split shipments
9. Delays & Exceptions
While we aim to deliver within the stated timelines, delays may occur due to factors beyond our control, including but not limited to:
- Courier delays
- Traffic or route restrictions
- Weather conditions
- Regulatory or operational constraints
- Force majeure events
In such cases, we will make reasonable efforts to inform you and minimize delays.
10. Order Cancellation
- Orders can be cancelled before dispatch through the customer account section
- If the order has already been dispatched, customers may contact support to request cancellation
- Customers may refuse delivery for dispatched orders, and refunds will be processed in accordance with our Returns & Refunds Policy
11. Failed Delivery Attempts
- If delivery attempts fail due to incorrect address, unavailability, or non-response, re-delivery may be attempted
- Additional delivery charges may apply for repeated delivery attempts
12. Refunds Related to Shipping
- Orders cancelled before dispatch are eligible for a full refund
- Shipping charges are non-refundable once the order has been dispatched, unless the cancellation is due to an error by Alisouq or the seller
13. Marketplace Fulfillment
Alisouq.com operates as a marketplace, and some items may be fulfilled by third-party sellers.
- Delivery timelines may vary depending on the seller
- Sellers are required to meet minimum delivery standards
- Alisouq may intervene in case of delivery-related disputes
14. Consumer Protection Compliance
This policy complies with UAE Federal Law No. 15 of 2020 on Consumer Protection and applicable regulations.
15. Contact Us
For any shipping or delivery inquiries, please contact:
Company: ALI SOUQ PORTAL L.L.C Location: United Arab Emirates Customer Support: +971 54 306 4845 Email: customerservice@alisouq.com Working Hours: Monday – Sunday, 9:00 AM – 8:00 PM (GST)