Shipping and Delivery Policy (UAE)

A Shipping and Delivery Policy in the United Arab Emirates is the document through which an e-commerce business or online seller discloses to its customers the terms, conditions, costs, timeframes, and procedures governing the physical delivery of purchased goods from the seller to the buyer. Under Consumer Protection Federal Decree-Law No. 15 of 2020 and its implementing Cabinet Decision No. 66 of 2023, UAE sellers are obligated to provide consumers with accurate and complete delivery information before the purchase is completed, making a published Shipping and Delivery Policy an operational legal requirement for any UAE online store.

The Electronic Transactions and Trust Services Law (Federal Decree-Law No. 46 of 2021) establishes the legal framework for distance selling in the UAE, confirming that digital contracts — including online purchase orders — are binding once the consumer has had adequate opportunity to review the material terms, which include delivery conditions. The Consumer Protection Department of the UAE Ministry of Economy enforces these disclosure requirements and may investigate complaints from consumers who allege they were not properly informed of delivery terms before making a purchase.

UAE e-commerce delivery operates within a sophisticated logistics infrastructure. Major couriers operating in the UAE market include Aramex, DHL, FedEx, Fetchr, Emirates Post, Quiqup, and a range of on-demand last-mile delivery providers. Sellers typically engage these couriers under logistics services agreements that determine the rate structure, service level commitments, liability provisions for lost or damaged parcels, and the courier's terms for COD (Cash on Delivery) collection.

VAT on shipping charges is governed by Federal Decree-Law No. 8 of 2017, administered by the Federal Tax Authority (FTA). Domestic delivery charges are standard-rated at 5% VAT. The Shipping Policy must disclose whether delivery fees are inclusive or exclusive of VAT, and a tax invoice must be issued for all chargeable delivery transactions. Zero-rating applies to international export shipments that meet the FTA's zero-rating conditions.

UAE Customs Law (Federal Law No. 1 of 2003), administered by the Federal Customs Authority, governs the importation and exportation of goods and specifies categories of prohibited or restricted items. The Shipping Policy must disclose these restrictions to customers, protecting the seller from liability for attempted shipment of non-compliant goods.

Customer rights in the event of delayed, lost, or damaged delivery are protected by Consumer Protection Law No. 15 of 2020, which entitles consumers to replacement, repair, or refund where the seller fails to meet its delivery obligations. The UAE Civil Code (Federal Law No. 5 of 1985) governs the transfer of risk during transit, with the seller generally bearing risk until actual delivery to the consumer in domestic consumer sales.

A Shipping and Delivery Policy in UAE is needed by every business that sells physical goods to customers online or through any distance-selling channel, from the moment the first order is made available for purchase.

New UAE online stores launching on any platform — whether a custom-built website, Shopify, WooCommerce, or a UAE marketplace like Noon or Amazon.ae — need a Shipping Policy in place before the store is open. Consumer Protection Federal Decree-Law No. 15 of 2020 requires disclosure of delivery terms before the purchase is completed; a store that accepts its first order without published delivery terms is already non-compliant.

Brick-and-mortar retailers adding an e-commerce channel need a Shipping Policy even if they have operated physical retail successfully for years, because distance selling creates legal obligations that do not arise in over-the-counter retail — the consumer cannot inspect goods before purchase, cannot take immediate possession, and relies entirely on the accuracy of the seller's delivery disclosures.

Sellers listing on third-party UAE marketplaces — Noon, Amazon.ae, Namshi — must comply with the marketplace's seller policies, which typically require a published Shipping Policy. Where the marketplace handles fulfilment (marketplace-fulfilled orders), the seller must understand how the marketplace's own shipping terms interact with its seller Terms, and the Shipping Policy should clarify what the seller controls versus what the marketplace controls in the delivery process.

Cross-border sellers shipping from overseas warehouses to UAE customers must assess whether UAE Consumer Protection Law No. 15 of 2020 applies extraterritorially to their UAE consumers and should publish a Shipping Policy that addresses customs clearance obligations, estimated international transit times, and the allocation of liability during cross-border transit.

Existing stores that change courier partners, modify their fee structure, introduce same-day delivery, or expand to new delivery zones must update their Shipping Policy before the changes take effect — because the existing policy may not accurately describe the new delivery arrangements, creating a consumer protection compliance gap.

A UAE Shipping and Delivery Policy must contain the following elements to comply with applicable UAE law and manage customer expectations. The forms-legal.com UAE Shipping and Delivery Policy template covers each component.

Seller identification must state the full name, trade licence number, and website URL of the seller. This identification ensures consumers can verify the identity of the party responsible for delivery and supports enforcement by the Consumer Protection Department of the UAE Ministry of Economy.

Delivery zones must describe all UAE emirates covered by the policy and any zones excluded or subject to surcharges. All seven emirates — Dubai, Abu Dhabi, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah, and Fujairah — and the distinction between urban and remote areas should be addressed.

Delivery timeframes must state the standard, express, and same-day options available, with realistic timeframes expressed as business days under the UAE five-day working week (Sunday to Thursday) per Federal Decree-Law No. 6 of 2021.

Shipping costs must state the fee structure clearly — per-order, per-kilogram, or free above a threshold — inclusive of 5% VAT under Federal Decree-Law No. 8 of 2017. The Federal Tax Authority requires VAT-inclusive pricing for consumer-facing supplies.

VAT disclosure must confirm the VAT treatment of the shipping charge and the availability of a tax invoice for each chargeable transaction, consistent with Federal Tax Authority invoicing requirements.

Order tracking must describe the tracking mechanism — the courier's tracking portal, the store's own tracking feature, or SMS/email updates — so consumers can monitor delivery status without contacting customer service.

Failed delivery procedures must explain what happens if the courier cannot complete delivery: how many attempts are made, how long the parcel is held, and the re-delivery or collection process.

Lost and damaged goods must explain the consumer's rights and the process for raising a claim, consistent with Consumer Protection Federal Decree-Law No. 15 of 2020, including the evidence required and the timeframe for resolution.

Restricted items must list categories of goods excluded from delivery, aligned with UAE Customs Law (Federal Law No. 1 of 2003) prohibitions.

Customer service contact must provide the email and response timeframe for shipping queries, enabling consumers to exercise their rights under the Consumer Protection Law.

Completing this UAE Shipping and Delivery Policy requires the seller to accurately map its current delivery operations before drafting. Generic or aspirational descriptions of delivery speeds that the seller cannot consistently achieve expose the seller to Consumer Protection Law No. 15 of 2020 enforcement by the UAE Ministry of Economy.

Enter the business name as registered on the UAE trade licence, the trade licence number, and the website URL. The trade licence number confirms the seller is authorised to conduct commercial activity in the UAE.

Enter the customer service email — ideally a dedicated orders@ or delivery@ address — so customers have a direct channel for delivery queries separate from general support.

For delivery zones, list all UAE emirates where delivery is offered. If delivery to certain areas — remote parts of Ras Al Khaimah or Fujairah, for example — takes longer or attracts a surcharge, disclose this clearly. Do not claim UAE-wide delivery if certain areas are excluded.

For delivery timeframes, use 'business days' consistently and define the term by reference to the UAE working week — Sunday to Thursday, excluding UAE public holidays. Do not use 'working days' ambiguously. Choose conservative timeframe estimates that the courier can achieve reliably; under-promising and over-delivering is better for compliance and customer satisfaction than the reverse.

For same-day or express delivery, describe the cutoff time for same-day orders (typically 12 noon), the geographic coverage (typically Dubai and Abu Dhabi only), and the additional fee. Express options not universally available must be marked as subject to availability.

For shipping costs, enter the exact fee structure — free delivery threshold, flat rate below threshold, remote area surcharges — in AED inclusive of 5% VAT. Do not quote fees exclusive of VAT in a consumer-facing policy; the Federal Tax Authority requires VAT-inclusive pricing for consumer transactions.

For tracking, describe exactly how the customer receives the tracking number (email, SMS), when it is sent (on dispatch, not on order confirmation), and which courier portal they should use.

For failed delivery, state the number of delivery attempts, the depot holding period (typically three to five business days), and re-delivery fees in AED inclusive of VAT.

A UAE Shipping and Delivery Policy must comply with Consumer Protection Federal Decree-Law No. 15 of 2020 as the primary consumer rights statute, which requires disclosure of delivery terms, accurate representation of delivery timeframes, and remedies for consumers where delivery fails. Cabinet Decision No. 66 of 2023 implements the Consumer Protection Law and sets minimum standards for distance-selling disclosures including delivery conditions, refund timelines, and complaint handling procedures.

The Electronic Transactions and Trust Services Law (Federal Decree-Law No. 46 of 2021) governs digital contracts and requires that all material contract terms — including delivery terms — be disclosed to the consumer before the contract is concluded, so the consumer has a genuine opportunity to review and accept the delivery conditions before paying.

Federal Decree-Law No. 8 of 2017 (UAE VAT) requires that shipping fees charged to consumers be inclusive of 5% VAT (unless zero-rated for international exports) and that a tax invoice be issued for each chargeable transaction. Federal Decree-Law No. 28 of 2021 on Tax Procedures sets penalties for non-compliance.

UAE Customs Law (Federal Law No. 1 of 2003), administered by the Federal Customs Authority, governs prohibited and restricted goods categories. Sellers must not facilitate shipment of prohibited items, and the Shipping Policy must reflect current UAE Customs restrictions.

The UAE Civil Code (Federal Law No. 5 of 1985) governs the transfer of risk during transit and the seller's obligations in the event of delayed or failed delivery. Article 273 of the Civil Code provides the force majeure framework for excusing delivery delays caused by exceptional circumstances beyond the seller's control.

For companies established in free zones — DIFC, ADGM, DMCC, JAFZA — additional free-zone regulations may apply to commercial activities conducted from those zones, although the consumer-facing delivery obligations under federal Consumer Protection Law apply regardless of where the operator is established.

UAE online stores frequently make the following errors in their Shipping and Delivery Policies, creating consumer protection compliance gaps and customer service disputes.

1. Overpromising delivery speeds. Stating '24-hour delivery UAE-wide' when the courier cannot consistently achieve this — particularly in remote areas or during peak periods — violates Consumer Protection Federal Decree-Law No. 15 of 2020's prohibition on misleading commercial representations. Timeframes must be achievable and accurate.

2. Quoting delivery fees exclusive of VAT. Stating 'AED 15 delivery fee' without confirming this is VAT-inclusive misleads consumers about the total cost of the transaction and creates Federal Tax Authority (FTA) compliance exposure. All consumer-facing fees must be VAT-inclusive under Federal Decree-Law No. 8 of 2017.

3. No failed delivery procedure. A Shipping Policy that does not explain what happens when the courier fails to deliver — and what the re-delivery process and cost are — leaves consumers without guidance and the seller without a clear contractual position, increasing dispute frequency.

4. Excluding international zones without disclosure. An international shipping section that lists only GCC countries without clarifying that non-GCC deliveries are unavailable misleads customers who may attempt to order from outside the listed zones. Be explicit about geographic exclusions.

5. No process for damaged goods. A Shipping Policy that is silent on damaged goods leaves the consumer without a clear path to remedy, violating the Consumer Protection Law's requirement for adequate post-sale consumer support. The policy must describe the evidence required and the resolution timeframe.

6. Not updating the policy when couriers change. A seller that switches couriers or modifies its fee structure without updating the published Shipping Policy creates a disconnect between customer expectations and actual operations, leading to complaints that the Consumer Protection Department of the Ministry of Economy may escalate.