Shipping Policy

SHIPPING POLICY – TREND EXPRESS

IFZA-Registered E-Commerce Platform | United Arab Emirates

Last Updated: 31 August 2026 
Effective Date: 1 September 2026                                                                                           
Website: www. trendexpress.ae
Legal Entity: TREND EXPRESS FZCO
IFZA Trade License No.: 86186
Registered Address: IFZA Business Park, DDP. PO Box 342001, Dubai UAE
Customer Support: support@trendexpress.ae | +971 52 9298723

1. OVERVIEW & COMMITMENT

At Trend Express, we strive to deliver your orders quickly, securely, and transparently. This Shipping Policy outlines our delivery procedures, timelines, costs, and your rights under UAE Federal Law No. 15 of 2020 on Consumer Protection and IFZA commercial regulations.

By placing an order with us, you acknowledge and accept the terms of this policy.

2. SHIPPING ZONES & COVERAGE

We ship to the following regions:

Zone Coverage  Notes
UAE Domestic All Emirates (Dubai, Abu Dhabi, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah, Fujairah) Physical addresses
GCC Countries- Soon Saudi Arabia, Kuwait, Qatar, Bahrain, Oman Customs clearance required; duties may apply
International - Soon Select countries worldwide (see checkout for availability) Subject to import regulations & carrier restrictions


If your country is not listed at checkout, please contact support@trendexpress.ae for assistance.

3. ORDER PROCESSING & FULFILLMENT

3.1 Processing Times

Order Type  Processing Time (Business Days*)
In-stock items 1–2 business days after ordering the product(s)
Pre-order / Backorder items As stated on product page (typically 5–15 days)
Customized/personalized items 3–7 business days (plus production time)
Orders placed after 2 PM GST Processing begins next business day


*UAE business days: Monday–Saturday (excluding federal public holidays & Ramadan adjustments)

3.2 Order Confirmation & Tracking

  • Payment Confirmation: Upon successful payment and order placement, you will immediately receive an Order Confirmation Email (and/or SMS) containing your order summary and payment receipt.
  • Once your order ships, you will receive a Shipping Confirmation Email and WhatsApp Confirmation Message with:

o Estimated delivery date

o Package contents & shipping address summary

  • You will also get a message from our designated courier that your order is ready for delivery.
    And will let you know the estimated time of delivery.

4. SHIPPING METHODS, CARRIERS & COSTS

4.1 UAE Domestic Shipping

Service Delivery Timeline Cost  Notes
Standard Delivery 2–4 business days Free over AED 150/ Otherwise AED 15 below AED150
Express Delivery 1–2 business days AED 35
Same-Day Delivery Within 6 hours (Dubai only AED 55 Order before 12 PM GST; subject to availability


4.2 GCC & International Shipping - SOON

Destination Service Estimated Delivery  Cost Calculation
GCC Countries Standard International 5–10 business days Calculated at checkout (weight + destination)
GCC Countries Express International 3–5 business days Premium rate + customs facilitation fee
International Standard Global 10–21 business days Real-time carrier quote at checkout
International Express Global 5–10 business days Premium rate + priority customs handling


 Free Shipping Thresholds:

  • UAE: Free standard shipping on orders over AED 150
  •  GCC: Free standard shipping on orders over AED 499
  •  International: Free shipping promotions announced seasonally (check Website banner)

Shipping costs exclude UAE VAT (5%) and any applicable customs duties.

5. CUSTOMS, DUTIES & IMPORT TAXES

5.1 UAE Domestic Orders

  • All prices include 5% UAE VAT where applicable.
  • No additional customs duties for shipments within the UAE.

5.2 GCC & International Orders - SOON

  • Import duties, taxes, and customs clearance fees are the customer's responsibility unless otherwise stated at checkout.
  • These charges are not included in your order total or shipping cost.
  •  Your local customs authority may contact you directly for documentation or payment.
  •  Trend Express is not liable for delays or additional costs arising from customs procedures.

Recommended Documentation for International Orders:

  •  Commercial invoice (provided by us)
  •  Copy of your Emirates ID / Passport (for GCC customs)
  •  Import permit (if required for restricted items)

For GCC customers: We pre-clear shipments where possible to minimize delays. You will be notified if additional action is required.

6. DELIVERY ADDRESS & P.O. BOX GUIDELINES (UAE-SPECIFIC)

6.1 Address Format Requirements

To ensure successful delivery, please provide:

 1. Full Name: First Name and Last Name

2. Correct Address: Flat Number, Building No, Area, and City

3. Landmark near your building

6.3 Remote Area Deliveries

Additional surcharges or extended timelines may apply for:

  • Desert communities, mountain regions, or offshore islands
  •  Locations >50 km from major city centers (e.g., Al Dhaid, Liwa, Jebel Jais)
  •  Military or government-restricted zones

You will be notified of any remote area surcharge before order confirmation.

7. FAILED DELIVERY ATTEMPTS & ADDRESS CORRECTIONS

7.1 Failed Delivery Protocol

Couriers will attempt delivery up to 2 times. If unsuccessful:

  • You will receive a WhatsApp Message/email notification with rescheduling instructions
  •  Package held at local depot/courier for 5 business days
  •  After 5 days: Package returned to our fulfillment center
  •  Return shipping cost (AED 25–45) will be deducted from your refund if you cancel

7.2 Address Corrections

  • If you realize an error before shipment: Email support@trendexpress.ae immediately. We will attempt to update the label
  • If error discovered after shipment: Contact the carrier directly using your tracking number. We can assist with carrier communication but cannot guarantee address changes mid-transit.

7.3 Unreachable Recipient

  • ·Couriers require a valid UAE mobile number for delivery coordination.
  •  If you are unreachable for 48 hours post-delivery attempt, the package may be returned.
  • Always ensure your contact details are updated in your Trend Express account.

8. LOST, STOLEN, OR DAMAGED PACKAGES

8.1 During Transit

  • All shipments are insured against loss or damage while in carrier custody.
  • If your tracking shows "Delivered" but you have not received the package:

1. Check with household members, building reception, or neighbors

2. Contact the carrier directly using your tracking number

3.Email support@trendexpress.ae with details; we will initiate a carrier investigation

8.2 Investigation Timeline

Issue Investigation Period  Resolution
Package marked "Delivered" but not received 3–5 business days Replacement or refund upon carrier confirmation
Visible damage upon delivery Report within 24 hours with photos Immediate replacement or refund + return label
Package lost in transit 5–7 business days Replacement shipped or full refund issued


We will never ask you to pay again for a lost or damaged order that was our or the carrier's responsibility.

9. WEEKEND, HOLIDAY & RAMADAN DELIVERY NOTES

9.1 UAE Weekend & Public Holidays

  •  UAE weekend: Saturday–Sunday (limited courier operations)
  •  Federal public holidays: Delivery services may be suspended or delayed
  •  Orders placed before a holiday will be processed on the next business day

9.2 Ramadan & Eid Adjustments

  • During Ramadan: Delivery hours may be reduced; expect +1 day to standard timelines
  • Eid holidays: Courier services typically pause for 3–5 days; plan orders accordingly
  • We will post service alerts on our website homepage during peak holiday periods

10. ORDER MODIFICATIONS & CANCELLATIONS (PRE-SHIPMENT)

  •  Cancel anytime before shipment: Email support@trendexpress.ae with your order number. Full refund issued within 5 business days.
  •  Modify address/items: Subject to fulfillment status. If already packed, changes may not be possible.
  • Split shipments: If your order contains items with different availability, we may ship in multiple packages at no extra cost. You will receive separate tracking notifications.

11. FORCE MAJEURE & DELAY DISCLAIMERS

Trend Express is not liable for delivery delays or failures caused by events beyond our reasonable control, including:

  • Customs clearance delays or regulatory holds
  • Extreme weather, natural disasters, or pandemics
  • Civil unrest, government actions, or transportation strikes
  • Incorrect or incomplete address information provided by you

We will proactively communicate significant delays and offer solutions (reshipment, refund, or store credit) where feasible.

12. CONTACT & SUPPORT FOR SHIPPING INQUIRIES

12.1 Customer Support Channels

Email: support@trendexpress.ae (Response within 24 business hours)
Phone: +971 52 929 8723 (Mon–Sat, 9 AM–6 PM GST)
Live Chat: Available on Website during business hours
Address: IFZA Business Park, DDP. PO Box 342001, Dubai UAE 

12.2 What to Include in Your Inquiry

To expedite resolution, please provide:

  •  Order number
  • Tracking number (if shipped)
  • Clear description of the issue
  • Photos (for damage claims)
  • Preferred resolution (replacement, refund, or reshipment)

12.3 Escalation Path

If your shipping concern is not resolved within 3 business days: Request escalation to our Operations Manager via email.

13. GOVERNING LAW & LANGUAGE

  • This Shipping Policy is governed by the federal laws of the United Arab Emirates, including Federal Law No. 15 of 2020 on Consumer Protection and Federal Decree-Law No. 8 of 2017 on VAT.
  • Provided in English for convenience. In case of discrepancy, the Arabic version shall prevail before UAE courts, regulatory authorities, and IFZA compliance bodies.

14. POLICY UPDATES

We may update this policy to reflect carrier changes, legal requirements, or operational improvements. Material changes will be posted on the Website with a revised "Last Updated" date. Continued use of our services constitutes acceptance of the updated policy.