Shipping policy

SHIPPING AND DELIVERY POLICY
We offer shipping within the United Arab Emirates and selected international destinations.

DUBAI 4-HOUR DELIVERY
We offer Dubai 4-Hour Delivery for eligible orders delivered within Dubai.
To qualify for Dubai 4-Hour Delivery, orders must be placed, paid, and confirmed before 4:30 PM UAE time on the same day.
Dubai 4-Hour Delivery is subject to product availability, order confirmation, successful payment, accurate delivery information, eligible Dubai delivery address, courier availability, and successful pickup by our delivery partner.
The 4-hour delivery timeframe begins once the order has been collected by our delivery partner, not from the moment the order is placed.
Our delivery partner’s pickup cutoff is before 6:00 PM UAE time. Orders that cannot be prepared, packed, and collected before the pickup cutoff may be delivered on the next available delivery day.
Orders placed after the Dubai 4-Hour Delivery cutoff will not qualify for same-day 4-hour delivery and may be processed for the next available delivery option.
Dubai 4-Hour Delivery is currently available only for eligible Dubai addresses. Some areas may not qualify for this service depending on courier coverage, delivery restrictions, traffic conditions, or operational limitations.
Dubai 4-Hour Delivery is an estimated delivery service and is not guaranteed. FRM is not responsible for delays caused by courier delays, traffic, weather, public holidays, customer unavailability, incorrect delivery information, failed delivery attempts, or circumstances outside our reasonable control.
If Dubai 4-Hour Delivery is unavailable for your order or location, standard delivery options will be offered where available.

STANDARD UAE DELIVERY
Standard UAE Delivery is available across eligible locations in the United Arab Emirates.
Estimated delivery times:
• Dubai: 1–3 business days
• Other Emirates: 2–4 business days
Delivery timelines are estimates and may vary depending on order volume, courier availability, customer location, public holidays, weather, traffic, incorrect delivery details, or circumstances outside our reasonable control.

ORDER PROCESSING
Orders are usually processed within 1–2 business days after payment confirmation.
Orders placed on weekends, UAE public holidays, during high-demand launches, limited drops, promotions, or outside normal operating hours may require additional processing time.
If there is a significant delay in processing your order, we will contact you using the details provided at checkout.

SHIPPING FEES
Shipping fees are calculated and displayed at checkout before payment is completed.
Any applicable delivery charges will be clearly shown before you place your order.
Shipping fees are non-refundable unless required by applicable law or where the issue was caused by an error from FRM, such as sending the wrong item or a defective item.

DELIVERY INFORMATION
Customers are responsible for providing complete and accurate delivery information, including where applicable:
• Full name
• Mobile number
• Complete delivery address
• Apartment, villa, office, building, or unit number where applicable
• Area
• Emirate
• Any delivery instructions where needed
FRM is not responsible for delays, failed deliveries, or additional delivery costs caused by incorrect, incomplete, or outdated delivery information provided by the customer.
If you notice an error in your delivery information after placing an order, please contact us immediately. We will do our best to update the details before dispatch, but we cannot guarantee changes once the order has been processed or collected by the courier.

COURIER CONTACT
Our delivery partner may contact you by phone, SMS, WhatsApp, or email to confirm delivery details or arrange delivery.
Customers are responsible for being reachable and available to receive the order.
If the courier is unable to contact you, access the delivery location, or complete delivery because you are unavailable, delivery may be delayed or marked as failed.

FAILED DELIVERY ATTEMPTS
If a delivery attempt fails due to customer unavailability, incorrect address details, missing information, refusal to accept the order, or inability to contact the customer, the order may be returned to FRM.
In such cases, we may contact you to arrange redelivery. Additional delivery charges may apply.
If the customer does not respond within a reasonable timeframe after a failed delivery, FRM reserves the right to hold the order until further instructions are received or cancel the delivery where appropriate.

ORDER TRACKING
Once your order has been dispatched, you may receive delivery updates or tracking information by email, SMS, WhatsApp, or directly from the courier, depending on the delivery method used.
If you have not received a delivery update within the estimated delivery timeframe, please contact us with your order number.

DELAYS
While we do our best to deliver orders within the estimated timeframe, delivery times are not guaranteed.
FRM is not responsible for delays caused by courier delays, high order volumes, traffic, weather conditions, public holidays, incorrect customer information, failed delivery attempts, customer unavailability, or events outside our reasonable control.
If your order is significantly delayed, please contact us and we will assist you by checking the status of your shipment with the courier.

LOST OR MISSING ORDERS
If your order appears to be missing, please contact us as soon as possible with your order number and delivery details.
We will work with the courier to investigate the issue and provide an update.
If the courier confirms that the order was lost before successful delivery, FRM will offer a suitable solution, which may include a replacement or refund, depending on product availability and the circumstances of the case.

DELIVERED BUT NOT RECEIVED
If your order is marked as delivered but you have not received it, please contact us within 24 hours of the delivery update.
We will assist by checking the delivery confirmation with the courier.
Please note that courier investigations may take time depending on the delivery partner’s process.

DAMAGED PACKAGES
If your package arrives visibly damaged, please contact us within 48 hours of receiving the order.
Please include:
• Your order number
• Clear photos of the damaged package
• Clear photos of the item, if affected
• A brief explanation of the issue
If the product itself is damaged, defective, or incorrect, we will handle the issue in accordance with our Returns & Exchanges Policy.

INCORRECT OR DEFECTIVE ITEMS
If you receive the wrong item, wrong size, or a defective product, please contact us within 48 hours of delivery.
We will review the issue and, where applicable, arrange a replacement, exchange, or refund in line with our Returns & Exchanges Policy.

PRE-ORDERS AND LIMITED DROPS
For pre-orders, limited drops, or special releases, estimated shipping dates will be stated on the product page or communicated separately.
If your order contains both in-stock and pre-order items, we may ship the full order together once all items are available, unless otherwise stated.
During limited drops, launch periods, or high-demand releases, processing and delivery times may be longer than usual.

RISK OF DELIVERY
Once an order has been successfully delivered to the address provided at checkout, the order will be considered delivered.
Customers are responsible for ensuring that the delivery location is secure and that someone is available to receive the order.
FRM is not responsible for loss or theft after successful delivery has been confirmed by the courier.

RETURN SHIPPING
For returns or exchanges caused by customer preference, incorrect size selection, or change of mind, return shipping costs may be the customer’s responsibility unless stated otherwise.
If the return or exchange is due to an incorrect, damaged, or defective item sent by FRM, we will arrange or cover the return shipping where applicable.
Please refer to our Returns & Exchanges Policy for full details.

CHANGES TO THIS SHIPPING POLICY
FRM may update this Shipping Policy from time to time.
Any changes will be posted on this page. The version published on our website at the time of purchase will apply to your order.

CONTACT US
For any shipping questions, please contact us at:
support@frm.ae
Please include your order number so we can assist you faster.

Last updated: 21.06.2026