Shipping & Returns

Shipping, Warranty & Returns Policy

Welcome to e11store.ae.  your trusted destination for premium skincare and beauty essentials. We are committed to delivering exceptional service and a smooth shopping experience across the UAE and worldwide.

Shipping Policy

UAE Deliveries

  • Delivery Timeline: Orders are typically delivered within 24 – 48 working hours (Monday to Saturday, 9:00 AM – 8:00 PM).
  • Complimentary (Free) Shipping: Available on all orders above AED 200.
  • Delivery Conditions: All deliveries are subject to product availability. In the event of any delays, our team will inform you promptly.

National / International Deliveries

  • Courier Partner: We work with SkyNet Worldwide Express for national and international shipping.
  • Delivery Timeframe: Generally within 3–5 working days, depending on your location.
  • Shipping Fees: Charges may vary depending on package size and weight and are shown at checkout.
  • Order Confirmation: In case of any changes in shipping costs, you will be notified before dispatch and have the option to modify or cancel the order.

Dispatch & Delivery

  • Orders are processed and dispatched within 1 business day from our warehouse.
  • We reserve the right to use air or ground shipping based on the fastest and most efficient delivery method, considering destination requirements.

Customs & Duties

  • UAE Orders: No customs duties apply.
  • International Orders: Customs charges may be applicable based on the import rules of the destination country. Please check local regulations before placing your order.

Shipping Address & Delivery Requirements

  • Ensure that all delivery details are accurate at checkout.
  • Additional fees may apply for address changes after dispatch.
  • Customers are required to be available to receive and sign for the delivery.
  • Once signed, claims for damaged items cannot be accepted.
  • In some cases, delivery personnel may request one of the following valid photo IDs:
    • National ID (original)
    • Driving Licence (original)
    • Passport with visa page (original)

Warranty Policy

Standard Warranty

  • Many products include a 12-month manufacturer warranty from the date of purchase. Please refer to product details or contact us for specific warranty coverage.

Clearance Items

  • Items listed under the Clearance section carry a 3-month warranty, unless otherwise noted on the product page.

Returns & Refunds

International Returns

  • Returns must be initiated within 7 days of delivery.
  • A minimum 20% restocking fee applies to all returned international orders.
  • Shipping charges are non-refundable and are the responsibility of the customer.
  • Returned products must be unused, in original packaging, and in sellable condition. Items with broken seals will not be accepted.

Dead on Arrival (DOA) & Faulty Products

  • If a product arrives faulty or DOA (Dead on Arrival), contact us immediately with details and supporting images or videos if possible.
  • A replacement will be arranged upon verification and inspection of the item.
  • Please retain your invoice and valid ID for warranty claims.
  • Based on the issue, we may offer repair or replacement at our discretion.

Repairs

  • Products under warranty can be repaired through our authorised service partner.
  • To initiate a repair, contact us and submit the product with proof of purchase.

If you have any questions about your order, delivery, or warranty, our team is here to help.
📧 Email us at support@e11store.ae or call us during working hours.