Shipping policy

HELD.

SHIPPING POLICY

Version: 1.1
Effective Date: 23 July 2026
Last Updated: 7 September 2026

At Held. – A Gentle Pause, every order is carefully prepared, inspected and packed with care before leaving our studio.

This Shipping Policy explains how we process, ship and deliver orders placed through heldwithcare.ae. It should be read together with our Terms & Conditions and Returns & Refund Policy.

  1. Delivery Areas

Held. currently delivers throughout the United Arab Emirates.

International shipping is not currently available. If international shipping becomes available in the future, additional shipping terms and charges may apply.

  1. Order Processing

As many Held. products are handcrafted or thoughtfully prepared in limited quantities, orders require preparation before dispatch.

Unless otherwise stated:

  • Standard orders are typically prepared within 1–3 business days.
  • Personalised, custom-made, corporate, event or bulk orders may require additional preparation time.
  • Orders placed on weekends or UAE public holidays will be processed from the next business day.

Processing times are estimates and may vary depending on order volume, product availability, customisation requirements or circumstances beyond our reasonable control.

  1. Delivery Time

Estimated delivery times begin after an order has been prepared and dispatched.

Typical delivery times are:

  • Abu Dhabi: 1–2 business days after dispatch
  • Dubai, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah and Fujairah: 2–4 business days after dispatch
  • Remote locations: Additional delivery time may be required

Delivery times are estimates and are not guaranteed. Delays may occur because of courier schedules, traffic, weather conditions, public holidays, access restrictions or other circumstances beyond our reasonable control.

  1. Shipping Charges

Standard UAE-wide delivery is AED 35 per order.

Delivery is complimentary for orders of AED 360 and above.

Any applicable delivery charge will be displayed at checkout before payment is completed.

Exceptional or remote delivery locations may require an additional charge. If this applies, Held. will inform the customer and obtain their agreement before dispatch.

Held. may occasionally offer free or discounted delivery promotions. These offers are subject to their published terms and availability.

  1. Order Confirmation and Dispatch

After placing an order, the customer will receive an order-confirmation email acknowledging that the order has been received.

An order confirmation does not necessarily mean that the order has already been dispatched.

Once the order has been prepared and dispatched, the customer may receive shipment or tracking information where available.

  1. Delivery Information

Customers are responsible for providing complete and accurate delivery information before submitting an order.

This should include:

  • Recipient’s full name
  • Complete delivery address
  • Apartment or villa number
  • Building or community name
  • Contact number
  • Any relevant delivery instructions

Held. is not responsible for delays, failed deliveries or additional courier charges resulting from incorrect or incomplete information supplied by the customer.

If Held. identifies a possible issue with the delivery information before dispatch, we may contact the customer for clarification.

  1. Delivery Attempts

If delivery cannot be completed because:

  • The recipient is unavailable
  • The delivery address is incorrect or incomplete
  • Access to the delivery location cannot reasonably be obtained
  • The recipient cannot be contacted
  • The recipient refuses delivery without reasonable cause

the courier may attempt redelivery or return the order to Held., depending on the courier’s procedures.

Additional delivery charges may apply to redelivery.

Repeatedly refused or unsuccessful Cash on Delivery orders may result in Cash on Delivery being unavailable for future purchases by that customer.

  1. Tracking

Where tracking is available, customers will receive tracking information after dispatch.

Tracking availability and update frequency depend on the courier service used.

Customers are encouraged to monitor delivery updates and ensure that the recipient is available to receive the order.

  1. Inspection Upon Delivery

Customers should inspect their order promptly after delivery.

If an order appears to be damaged, incomplete, incorrect or visibly affected during transport, the customer should notify Held. within 48 hours of delivery.

To help us investigate, we may request:

  • The order number
  • Photographs of the product
  • Photographs of the inner and outer packaging
  • A brief description of the issue

Prompt notification helps us investigate and resolve delivery concerns efficiently. Nothing in this policy limits any rights available to the customer under applicable UAE law.

  1. Quality Assurance

Before dispatch, each order may undergo quality and packaging checks to help ensure that it meets Held.’s standards.

Where appropriate, Held. may maintain records including:

  • Quality-inspection notes
  • Packing records
  • Photographs of completed products
  • Photographs of packaged orders
  • Shipment documentation

These records may be used for quality assurance, customer support, courier investigations and payment-dispute reviews.

  1. Risk of Loss or Damage

Risk of loss or damage generally transfers to the customer once the order has been delivered to the address provided, subject to applicable UAE law.

If an order is lost or damaged before delivery, or arrives in a damaged condition, the customer should contact Held. in accordance with this Shipping Policy and our Returns & Refund Policy.

  1. Delays Beyond Our Control

Held. is not responsible for delays caused by circumstances beyond our reasonable control, including:

  • Severe weather
  • Traffic disruption or road closures
  • UAE public holidays
  • Government restrictions
  • Customs inspections, where applicable
  • Transportation disruption
  • Courier operational delays
  • Force majeure events

Where reasonably practical, Held. will keep affected customers informed of significant known delays.

  1. Address Changes

Customers should contact Held. as soon as possible if they need to correct or change a delivery address.

If an order has already been dispatched, Held. cannot guarantee that the courier will be able to accommodate the requested change.

Any additional courier charge resulting from an address change after dispatch may be payable by the customer, where permitted.

  1. Undeliverable and Returned Orders

If an order is returned to Held. because it was undeliverable due to incorrect information, inability to contact the recipient, refusal of delivery or repeated unsuccessful delivery attempts, Held. will contact the customer to arrange redelivery where possible.

An additional delivery charge may apply.

If the customer no longer wishes to proceed, any eligible refund will be handled according to the Returns & Refund Policy. The refund may be reduced by non-recoverable delivery or return-courier charges where permitted by applicable law.

Personalised, customised or made-to-order products may be subject to additional return and refund restrictions as explained in the Returns & Refund Policy.

  1. Corporate, Event and Bulk Deliveries

Corporate, event and bulk orders may require additional preparation time and coordinated delivery arrangements.

Customers are encouraged to place these orders as early as possible to support timely fulfilment.

Applicable preparation times, delivery schedules, delivery locations and charges may be agreed in writing before the order is confirmed.

  1. Customer Responsibilities

Customers are responsible for:

  • Providing accurate and complete delivery information
  • Ensuring that the recipient can be contacted
  • Ensuring that someone is available to receive the order where required
  • Monitoring available tracking information
  • Inspecting the order promptly after delivery
  • Contacting Held. promptly if there is a delivery issue
  1. Relationship With Other Policies

This Shipping Policy should be read together with our:

  • Terms & Conditions
  • Returns & Refund Policy
  • Payment & Chargeback Policy
  • Privacy Policy
  • Candle Safety & Product Care Policy

If any provision of this Shipping Policy conflicts with mandatory UAE law, the applicable law will prevail.

  1. Changes to This Policy

Held. may update this Shipping Policy when necessary to reflect changes in our services, delivery arrangements or legal obligations.

The version published on the website at the time an order is placed will generally apply to that order unless a change is required by applicable law.

  1. Contact Us

For questions concerning shipping or delivery, please contact:

Held. – A Gentle Pause
Held Comfort Collections Selling Gifts & Handicrafts L.L.C. – S.P.C.

Email: hello@heldwithcare.ae
Telephone: +971 55 621 8328
WhatsApp: +971 58 983 3816
Website: heldwithcare.ae

Relationship to Other Policies

This Policy forms part of the Terms & Conditions governing purchases from Held. – A Gentle Pause. By using our website or placing an order, you agree to the applicable policies published on our website.