Shipping policy

SHIPPING POLICY


This Shipping Policy explains how orders placed through the COMMA online store are processed and delivered by Mira Moon Trading L.L.C.


1. Order Processing


Orders are processed after payment has been successfully confirmed.


We aim to prepare and dispatch orders within 1 to 2 business days.


Orders placed on weekends.. UAE public holidays.. or outside normal business hours may be processed on the next business day.


Processing times may be longer during:


  • Public holidays
  • Promotional campaigns
  • Product launches
  • Periods of high order volume
  • Events outside our reasonable control


Once your order has been dispatched.. you may receive a confirmation message containing available tracking or delivery information.


2. Delivery Areas


We deliver to locations made available during checkout.


Available delivery areas include:


  • United Arab Emirates
  • Saudi Arabia
  • Kuwait
  • Qatar
  • Bahrain
  • Oman


If your location cannot be selected during checkout.. delivery is not currently available to that location.


International delivery availability may vary depending on the destination.. courier coverage.. product restrictions.. and customs requirements.


3. Shipping Charges


Shipping charges are calculated and displayed during checkout before payment is completed.


The applicable shipping charge may depend on:


  • Delivery location
  • Selected delivery service
  • Order size or weight
  • Courier availability
  • Any active free-shipping promotion


Customers will be shown the total shipping charge before confirming their order.


We may occasionally offer free or discounted delivery subject to the conditions shown on our website.


4. Estimated Delivery Timeframes


Estimated delivery timeframes will be displayed during checkout or communicated in the order confirmation where available.


Delivery timeframes begin after the order has been processed and dispatched.


All delivery dates and timeframes are estimates and are not guaranteed.


Delivery may be delayed due to:


  • Courier delays
  • Public holidays
  • Weather conditions
  • Customs processing
  • Remote delivery locations
  • Incorrect or incomplete delivery information
  • The customer being unavailable
  • Events outside our reasonable control


We will make reasonable efforts to assist customers where a delivery is significantly delayed.


5. Order Tracking


Where tracking is available.. the customer may receive tracking information by email.. SMS.. WhatsApp.. or through the order-status page.


Tracking information may take some time to update after the order has been handed to the delivery partner.


For questions concerning an order’s delivery status.. contact us at customerservice@commauae.store and include your order number.


6. Delivery Information


Customers are responsible for providing:


  • A complete and accurate delivery address
  • The correct building.. apartment.. villa.. or office number
  • A valid and reachable telephone number
  • Any access details required by the courier


Please review your delivery information carefully before completing your order.


Contact us as soon as possible if you notice an error.


We cannot guarantee that delivery details can be changed after the order has been processed or dispatched.


Mira Moon Trading L.L.C. is not responsible for delays or failed deliveries caused by incorrect.. incomplete.. or outdated information supplied by the customer.


Additional delivery charges may apply if an order must be redirected or delivered again because incorrect information was provided.


7. Delivery Attempts


The delivery partner may contact the customer before or during delivery.


Customers should remain reachable using the telephone number provided with the order.


If the customer is unavailable.. the delivery partner may make another delivery attempt or provide instructions for rescheduling.


Additional charges may apply where repeated delivery attempts are required due to:


  • The customer being unavailable
  • Failure to respond to the courier
  • Incorrect delivery information
  • Refusal to accept the parcel without a valid reason


8. Delivery Confirmation


An order is considered delivered when it has been:


  • Delivered to the address provided at checkout
  • Accepted by the customer
  • Accepted by a person authorised to receive it
  • Left at a location specifically authorised by the customer


Responsibility for the order remains with us until successful delivery.. except where applicable law provides otherwise.


9. Damaged.. Missing or Incorrect Orders


Please inspect your order as soon as it is delivered.


If your parcel or product arrives damaged.. incomplete.. defective.. or incorrect.. contact us within 48 hours of delivery at customerservice@commauae.store.


Please provide:


  • Your order number
  • A description of the issue
  • Clear photographs or videos of the product
  • Photographs of the external and internal packaging
  • A photograph of the shipping label where available


Do not discard the product or packaging until we have reviewed your request.


Approved claims will be handled in accordance with our Return and Refund Policy and applicable consumer-protection requirements.


10. Delayed or Lost Orders


If your tracking information has not updated or your order has not arrived within the estimated timeframe.. contact us at customerservice@commauae.store.


We will review the delivery status with the courier.


An order will not be treated as lost until the delivery partner has completed its investigation.


Where an order is confirmed as lost before delivery.. we will arrange an appropriate replacement or refund.


11. Refused and Undeliverable Orders


An order may be returned to us if:


  • The customer refuses delivery without a valid reason
  • The address is incorrect or incomplete
  • The customer cannot be contacted
  • Delivery is repeatedly unsuccessful
  • The parcel is not collected where collection is required


Where an order is returned for one of these reasons.. any reasonable delivery or return costs may be deducted from the refund where permitted by law.


Opened.. used.. or unsealed personal-care products remain subject to our Return and Refund Policy.


12. International Shipping


Where international delivery is available.. customers are responsible for ensuring that the product may legally be imported into the destination country.


International orders may be subject to:


  • Customs inspections
  • Import restrictions
  • Local taxes
  • Customs duties
  • Clearance charges
  • Additional processing delays


Any applicable charges and their treatment will be shown during checkout where available.


Unless checkout specifically states that duties and taxes are included.. the customer may be responsible for charges imposed by the destination country.


Mira Moon Trading L.L.C. is not responsible for customs delays or for orders rejected by customs because of destination-country restrictions outside our reasonable control.


13. Changes or Cancellations


Contact us as soon as possible if you need to change or cancel an order.


We will try to assist.. but we cannot guarantee changes or cancellation after processing or dispatch has started.


Once an order has been dispatched.. it will be handled in accordance with our Return and Refund Policy.


14. Contact Information


For shipping and delivery questions.. contact:


Mira Moon Trading L.L.C.

Brand: COMMA

Email: support@commauae.store

Telephone: +971 54 173 0172

Address: Office 1128.. Tamani Arts Offices.. Business Bay.. Dubai.. United Arab Emirates

Trade Licence Number: 1491597