1. Overview
This Shipping & Delivery Policy applies to all orders placed on Alisouq.com, operated by ALI SOUQ PORTAL L.L.C (“Alisouq”, “we”, “our”, or “us”).
Alisouq.com is a multi-category online marketplace delivering products across the United Arab Emirates. The supplier is identified on each product page. Suppliers provide the goods, while Alisouq coordinates pickup and customer delivery. The applicable delivery estimate and all shipping charges are disclosed before the customer places the order.
Stock Locations and Dispatch Origin
All products currently available for purchase are stocked and dispatched from locations within the United Arab Emirates. Depending on the seller and product, dispatch is from Alisouq's or the participating seller's UAE stock location. Alisouq coordinates order pickup and delivery using its own fleet or a third-party courier, as described in the Delivery Process section below.
The UAE dispatch location does not indicate the product's country of manufacture. For inquiry or RFQ-only products, availability and delivery arrangements must be confirmed in the quotation before the customer agrees to purchase.
By placing an order on our website, you agree to the terms outlined in this policy.
2. Order Processing
- Once an order is placed, it is verified and processed by our system
- Alisouq coordinates the order with the supplier identified on the product page
- Product and quantity details are confirmed as part of order processing; customers should contact support if a delivered item is damaged, incorrect, or not as described
- Orders are typically processed within 24 hours (business days)
3. Delivery Coverage
We currently deliver across all seven emirates of the UAE:
- Abu Dhabi
- Dubai
- Sharjah
- Ajman
- Umm Al Quwain
- Ras Al Khaimah
- Fujairah
4. Delivery Timeframes
Dubai
Delivery is typically completed within 1–3 business days.
Other Emirates
Delivery is typically completed within 3–5 business days (Abu Dhabi, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah, and Fujairah).
Extended Delivery
Certain items (e.g., vendor-supplied or remote warehouse items) may take up to 7 business days, depending on availability and delivery location.
5. Shipping Charges
- Dubai: AED 15 for orders below AED 99
- Other Emirates: AED 20 for orders below AED 99
- Free Shipping: Applicable on orders of AED 99 or more
Bulky / Heavy Items
Large or heavy products (e.g., building materials, steel, blocks) may incur additional delivery charges based on:
- Weight and volume
- Delivery location
- Minimum Order Quantity (MOQ)
Any additional charge will be displayed in the cart or at checkout before the customer places the order. No undisclosed delivery charge will be added after purchase.
6. Delivery Process
- Orders are packed securely to ensure safe delivery
- Fragile items receive additional protective packaging
- Orders are handed over to a third-party courier or delivered via Alisouq fleet
- If the customer is unavailable, the delivery partner will attempt to contact and reschedule
7. Order Tracking
- For courier deliveries, tracking details will be shared via email once the order is dispatched
- For deliveries handled by Alisouq drivers, tracking may not always be available; the driver may contact you directly at the time of delivery
8. Multiple Shipments
- Orders may be shipped in multiple packages if items are sourced from different warehouses or suppliers
- No additional shipping charges will apply for split shipments
9. Delays & Exceptions
While we aim to deliver within the stated timelines, delays may occur due to factors beyond our control, including but not limited to:
- Courier delays
- Traffic or route restrictions
- Weather conditions
- Regulatory or operational constraints
- Force majeure events
In such cases, we will make reasonable efforts to inform you and minimize delays.
10. Order Cancellation
- To request cancellation before dispatch, contact customerservice@alisouq.com or +971 54 306 4845 with the order number; customer support currently handles these requests
- If the order has already been dispatched, customers may contact support to request cancellation
- Customers may refuse delivery for dispatched orders, and refunds will be processed in accordance with our Returns & Refunds Policy
11. Failed Delivery Attempts
- If delivery attempts fail due to incorrect address, unavailability, or non-response, re-delivery may be attempted
- Additional delivery charges may apply for repeated delivery attempts
12. Refunds Related to Shipping
- Orders cancelled before dispatch are eligible for a full refund
- Shipping charges are non-refundable once the order has been dispatched, unless the cancellation is due to an error by Alisouq or the seller
13. Marketplace Fulfillment
Alisouq.com is operated by ALI SOUQ PORTAL L.L.C as a marketplace for products offered by UAE sellers. The seller's name is displayed on the product page before purchase.
- The product page, cart, and order confirmation identify the item and applicable seller
- Suppliers provide the goods, while Alisouq arranges pickup and delivery
- All customer payments are completed through the Alisouq checkout
- ALI SOUQ PORTAL L.L.C issues the customer invoice
- Alisouq provides customer support and coordinates delivery, cancellation, return, and refund requests, including when an order is seller-fulfilled
- Sellers are required to follow the delivery and customer-service standards stated on Alisouq.com
14. Consumer Protection Compliance
Nothing in this policy limits rights available to customers under applicable UAE consumer protection law.
15. Contact Us
For any shipping or delivery inquiries, please contact:
ALI SOUQ PORTAL L.L.C
Customer Support: +971 54 306 4845
Email: customerservice@alisouq.com
Working Hours: Monday – Sunday, 9:00 AM – 8:00 PM (GST)