Shipping policy

Orders are processed Sunday to Thursday, excluding UAE public holidays. After your payment is confirmed, we prepare, hygiene-seal and hand your parcel to the courier within 3 business days. You will receive a tracking link by SMS, WhatsApp and email as soon as the courier scans your parcel.

Transit time after dispatch is up to 14 calendar days across the entire GCC (United Arab Emirates, Saudi Arabia, Qatar, Oman, Bahrain, Kuwait). The vast majority of orders arrive well before that window, but the 14-day guarantee accounts for customs, courier load, weather and public-holiday slowdowns.

Total order timeline = up to 3 business days processing + up to 14 calendar days transit. We do not guarantee a specific delivery date, time slot, or named courier.

Free express shipping on every order, every quantity, every emirate and every GCC country. No minimum cart value, no hidden fees.

You will receive a tracking link by SMS, WhatsApp and email when the courier picks up your parcel. Tracking updates depend on the courier's own systems; occasional 24–72 hour gaps between scans are normal and do not indicate a problem.

Our courier makes up to 3 delivery attempts at the address you provided. If all attempts fail because no one is available, the address is incorrect, the phone is unreachable, or the parcel is refused, the order is returned to our warehouse and considered fulfilled. As per our refund policy, the order is not eligible for refund or free reshipment — a new paid order is required.

You are responsible for entering a complete, accurate and reachable shipping address at checkout. Please double-check before paying.

Title and risk of loss transfer to you the moment the courier confirms the parcel has been handed over at the shipping address — or, in the case of pickup points, the moment the parcel is logged at the collection location. ILLUMA is not responsible for theft, damage or loss occurring after that point.

All GCC orders ship duty-paid. The price you see at checkout is the final price — there is nothing extra to pay on delivery.

Customs inspections, courier strikes, public holidays, force majeure, severe weather and any other event outside ILLUMA's direct control may extend delivery times beyond the 14-day window. Such delays do not entitle you to a refund or cancellation; we will continue to work with the courier until the parcel arrives.

If tracking shows no progress for more than 14 calendar days after dispatch, contact us at hello@illumafilter.com with your order number. We will open a formal investigation with the courier and, once they confirm the parcel is lost in transit, dispatch a free replacement of the same SKU.

For shipping outside the GCC, contact hello@illumafilter.com for a custom quote. International shipping is subject to local customs duties and import taxes that are the buyer's responsibility.