Shipping & Delivery Policy

Shipping & Delivery Policy

Welcome to pearlgo — we're committed to making your online shopping experience as convenient and reliable as possible. This Shipping & Delivery Policy outlines everything you need to know about how we get your orders to you across the United Arab Emirates. By placing an order with us, you agree to the terms set forth below.

1. Free Shipping Across the UAE

We are pleased to offer complimentary standard shipping on every order placed through our store, with no minimum purchase requirement and no hidden surcharges. The total price you see at checkout is the final price you pay — shipping is always on us.

2. Delivery Timeframes

All orders are processed and dispatched through our trusted logistics network. Once shipped, you can expect your package to arrive within 1 to 3 business days from the date of dispatch.

Please be aware that delivery windows may be extended during:

UAE public holidays (e.g., Eid Al-Fitr, Eid Al-Adha, National Day)

Major promotional events or peak shopping seasons

Unforeseen circumstances beyond our control (e.g., weather conditions, customs clearance)

We appreciate your patience and understanding during such periods.

3. Order Processing & Real-Time Tracking

Processing Time: After we receive your order confirmation and payment verification, our warehouse team will carefully pack your items and prepare them for shipment — typically within 1–2 business days.

Tracking Your Shipment: Once your order has been handed over to our courier partner, we will send you a shipping confirmation email and/or SMS containing:

A unique tracking number

A direct link to monitor your package's journey in real time

You can use this information to stay updated on estimated arrival times and delivery progress.

4. Customer Support & Response Commitments

Your satisfaction drives everything we do. For any questions related to shipping, delivery status, or order issues, our dedicated support team is here to assist.

Response Standard: We strive to review and respond to all shipping-related inquiries within 1 to 3 business days of receipt.

Operating Hours: Our customer service team is available Monday through Friday, excluding UAE public holidays. Any messages submitted over the weekend or during holidays will be addressed on the next working day.

We kindly ask for your cooperation in providing all relevant details (order number, tracking info, photos, etc.) in your initial inquiry — this helps us resolve your concern more efficiently.

5. Delivery Attempts & Customer Obligations

To ensure a smooth and successful delivery, please double-check that:

Your shipping address is complete, accurate, and clearly formatted

You provide a valid UAE mobile number where the courier can reach you

Failed Delivery Attempts: Our courier partners will make reasonable efforts to contact you and arrange a suitable delivery time. If they are unable to reach you after multiple attempts, or if the provided address is incorrect or insufficient, the package will be returned to our warehouse.

Outcome: Orders that are returned due to unreachable recipients or inaccurate address information will be cancelled and refunded (excluding any non-refundable charges, if applicable). Should you still wish to purchase the items, you will need to place a new order with corrected details.

6. Damaged, Defective, or Missing Items

We take great care in packaging every order to minimise the risk of damage during transit. However, if your parcel arrives in unsatisfactory condition, please follow these steps:

Inspection Window: Examine your package and its contents immediately upon delivery.

Reporting Deadline: Any claims for damaged, defective, or missing items must be submitted to our customer support team within 48 hours of delivery confirmation.

Required Information: To help us process your claim swiftly, please include:

Your order number
Clear, well-lit photos of the outer packaging (all sides)
Photos or videos showing the condition of the received items

A brief description of the issue

We will review your case and work with you to find a fair resolution in accordance with our return and refund policies.
7. Contact Us
We're always here to help. If you have any questions, concerns, or feedback regarding your delivery, please don't hesitate to reach out:
Email Support: [email protected] or Phone:+97134985482.

Our team will get back to you as soon as possible — we value your trust and look forward to serving you better every day.