Shipping Policy

GENTSHUB TRADING L.L.C (“GENTSHUB”, “we” or “us”) currently ships to all seven emirates of the United Arab Emirates from our fulfilment centre in Dubai. We work exclusively with established logistics partners who share our commitment to careful handling and timely delivery.

This Shipping Policy should be read together with our Terms of Service and our Refund & Return Policy.

Once your order is confirmed and payment is verified, our team prepares your parcel within one (1) to two (2) business days. Business days exclude Fridays, Saturdays, and UAE public holidays.

Orders placed before 14:00 (GST) on a business day are typically processed the same day; orders placed thereafter, on weekends, or on a public holiday are processed on the next business day.

During peak retail periods — including Ramadan, Eid, Dubai Shopping Festival, White Friday, year-end and new-collection launches — processing times may be extended by one to two additional business days. We thank you for your patience during these periods.

Once handed to the carrier, your order is delivered within the following estimated timeframes:

• Dubai — within 1 business day for orders despatched before noon; otherwise next business day.
• Abu Dhabi, Sharjah, Ajman — within 1 to 2 business days.
• Umm Al Quwain, Ras Al Khaimah, Fujairah — within 2 to 3 business days.
• Remote areas and border addresses — within 3 to 5 business days, depending on carrier coverage.

All delivery times are estimates and run from the date the parcel is handed to the carrier, not the date the order is placed. They exclude weekends, public holidays and any time taken to resolve incorrect or incomplete address information.

Shipping charges, where applicable, are calculated at checkout based on the destination address and the size and weight of your order. They are displayed to you in full before payment is taken.

• Complimentary shipping is offered on orders above the threshold communicated on the Site and at checkout from time to time.
• Standard shipping is offered on all other orders at a flat or tiered rate displayed at checkout.
• Express or same-day delivery, where available for your address, may carry an additional charge displayed at checkout.

All charges are quoted in United Arab Emirates Dirhams (AED) and are inclusive of any value-added tax (VAT) due under UAE law.

You will receive an order-confirmation email immediately after checkout. Once your parcel is handed to the carrier, a separate despatch email will provide you with a unique tracking number and a link to follow the journey of your order in real time.

If you have created an account with us, you can also follow the status of your order from your account dashboard. Tracking events may take a few hours to appear after the carrier first scans the parcel.

It is your responsibility to provide a complete and accurate delivery address, contact name, telephone number and any access information needed to reach you (building name, floor, apartment number, gated-community access code where applicable).

GENTSHUB TRADING L.L.C cannot be held responsible for delays, failed deliveries or losses arising from incorrect, incomplete or out-of-date address details. Where a parcel is returned to us because of an inaccurate address or unsuccessful delivery attempts, any re-despatch will be at your cost.

If you need to correct an address after placing your order, please contact shipping@gentshub.com as soon as possible, ideally before the order is handed to the carrier; we will make every reasonable effort to accommodate the change.

Our delivery partners will typically attempt delivery up to three (3) times. They may also call or message you on the telephone number you provided to schedule a convenient delivery window.

If, after three attempts, the carrier is unable to reach you or no one is available to receive the parcel, the order will be returned to our warehouse. We will then contact you to arrange re-despatch (with applicable shipping charges) or a refund, in line with our Refund Policy.

While we do everything in our power to meet the estimated timelines, certain situations are outside our reasonable control. Delays may occur as a result of:

• Peak retail periods, including Ramadan, Eid, public holidays and large-scale promotional events;
• Customs inspections, regulatory clearance or address verification;
• Severe weather, sandstorms, accidents or road closures;
• Carrier capacity constraints or industrial action;
• Force-majeure events as defined in our Terms of Service.

In each such case, GENTSHUB TRADING L.L.C will keep you informed of the status of your order and will not be liable for losses, expenses or inconvenience arising from delays beyond our reasonable control. Estimated delivery times do not form a contractual delivery date.

At this time, GENTSHUB TRADING L.L.C delivers exclusively within the United Arab Emirates through gentshub.com. We are actively working to extend our network to the wider Gulf Cooperation Council (GCC) and selected international destinations; please follow our newsletter for the most recent updates on country availability.

We invite you to inspect your parcel upon delivery before signing the carrier’s proof-of-delivery slip. If you notice obvious external damage, please note this on the slip and contact returns@gentshub.com within seventy-two (72) hours of delivery, following the procedure set out in our Refund & Return Policy.

Signing the proof-of-delivery slip without exception confirms that the parcel was received in apparent good external condition, but does not deprive you of your rights in respect of damage discovered upon unpacking.