Shipping & Returns

Shipping Policy

1. Payments

Phemke accepts payments online using Paypal and Visa and/or Mastercard credit/debit card in AED through PayTabs, our secure e-payment partner. Deliveries within the UAE can be paid in cash or by card upon delivery (COD) directly to the MaraXpress courier, our delivery partner in the UAE.

2. Shipment and delivery

We ship worldwide at competitive rates and offer free shipping and returns within the UAE.

3. Delivery charges

Shipping costs are automatically calculated and displayed when items are placed in your shopping bag. Our rates are as follows:

UAE – Courier – FREE

GCC*- Courier – flat rate of 25 dirhams

Worldwide** – Courier – flat rate of 50 dirhams

* GCC countries include Saudi Arabia, Kuwait, Bahrain, Oman and Qatar.

**International countries include all countries excluding UAE, Saudi Arabia, Kuwait, Bahrain, Oman and Qatar.

4. Delivery method

All deliveries are sent by courier service. All parcels must be signed for, and we ask that you don’t provide us with a Post Office Box address but rather a place of work or residence where someone is available to receive and sign for the item. We are unable to redirect orders once items have been dispatched.

5. Tracking your order

For international orders you will receive an Airway Bill (AWB or tracking number), which allows you to personally track your Phemke parcel. Do you have a question about our international shipping policy or do you want to inquire about the costs, please send an email to hello@phemke.com.

6. Delivery timeframes

UAE orders placed before 12pm (UAE time) will be delivered within 1-2 business days.

GCC* orders placed before 12pm (UAE time) will be delivered within approximately 2-3 business days.

International** orders outside the GCC placed before 12pm (GMT+04:00), will be delivered within 5 – 8 business days

* GCC countries include Saudi Arabia, Kuwait, Bahrain, Oman and Qatar.

**International countries include all countries excluding UAE, Saudi Arabia, Kuwait, Bahrain, Oman and Qatar.

Any orders placed after 12pm (UAE time), on a Friday or on a public holiday will not be dispatched until the next business day but within 48 hours. Order cut-off times are provided as guidelines only, and do not take into account possible delays caused by payment authorization.

Please note that although we aim to dispatch all orders within 24 hours we cannot be held responsible for courier delays and circumstances out of our control. Estimated delivery times are to be used as a guide only and commence from the date of dispatch, Phemke is not responsible for any delays caused by destination customs clearance processes.

7. Free Shipping Promotions

From time to time, Phemke runs free shipping promotions worldwide. To be notified by email, simply sign up to our newsletter. Please note that free shipping promotions will be applied to your order on the payment page.

8. Important information

Phemke does not deliver to any countries, entity individual or individual on the Office of Foreign Assets Control of the US Department of Treasury List ('OFAC LIST') and we do not deliver to Egypt and Lebanon. Please be aware that all goods are sent from U.A.E, and in cases where the buyer of such goods and services are being shipped outside of the U.A.E, they are generally subject to local import duties, customs and taxes (VAT/GST) in the country of import. All applicable customs fees, taxes and duties are the sole responsibility of you the customer, and Phemke is not responsible, nor can offer any specific advice regarding customs duties and taxes. The title of ownership transfers to you following exportation from the UAE. Multiple shipments/delivery may result in multiple postings to the cardholder's monthly statement.

9. Insurance

Phemke insures each purchase against theft and accidental damage during the time it is in transit until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by Phemke and transfer of responsibility in the same way.

10. Import taxes and duties

As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these maybe necessary to release your order from customs on arrival. Phemke will not be held liable for any fees or taxes you may incur or if your product is seized by customs. We advise that you are familiar with your package destination’s import duty, customs and local sales taxes as well as its rules and regulations for importing foreign goods and products

Return policy

11. Returns

Phemke takes great pride in our reputation for providing quality, and value both in products and services. Many of our products are handmade by artisans and part of the charm of buying from Phemke is that each item is lovingly hand-created using natural materials. Any irregularities should not be considered as flaws, but enhance its natural character and integrity.

12. Conditions for returns

If for any reason, you receive an item which is broken or damaged, Phemke will assist with an exchange.

The customer is requested to return all items purchased by courier within 14 days of receipt and to ensure the parcel is insured and able to be traced. In order to exchange a special offer / multi-buy items, all items from the offer must be returned at the time of refund. Also the Customer will not be refunded if the customer has changed their mind after placing an order with Phemke but will receive a credit note in return.

13. How to exchange?

Please contact us on hello@phemke.com in case you want to exchange and tell us why. After approval, Phemke will dispatch a courier to collect the item from the customer. The customer must return the received package in the same condition in which it was delivered. Phemke will not take any responsibility for lost parcels and may decline to offer a refund in the event the customer has not taken out adequate insurance.

14. Incorrect Item Delivered

In the event that an incorrect item is delivered, the product is required to be returned to Phemke within 14 days of the date of receipt of the merchandise by the customer. Exchange for products that are returned within 14 days of the date of receipt of the merchandise by the customer and comply with the Return Policy will be approved and either the correct item will be delivered or a credit note will be issued.