Shipping Policy

Effective date: 8 September 2026
Last updated: 8 September 2026

At VisionRuya, we want your order to arrive beautifully presented and in perfect condition.

This Shipping Policy applies to orders placed through visionruya.com.

1. Shipping destinations

We currently offer delivery to:

• United Arab Emirates;
• Saudi Arabia, Bahrain and Oman;
• Italy, France, the Netherlands, Spain and Belgium; and
• Morocco and Tunisia.

Delivery availability depends on your exact address and courier coverage.

Kuwait, Qatar, Germany and Algeria are temporarily unavailable. Other destinations not listed above are currently unavailable.

If your address requires a separate delivery quote, please contact us at contact@visionruya.com before placing your order.

2. Shipping charges

We calculate shipping charges based on your delivery destination and order details.

The applicable delivery fee and order total are displayed at checkout before payment.

Remote addresses and orders containing multiple planners and larger parcels may require a separate delivery quote. Where a quote is required, the delivery price will be confirmed before you place and pay for your order.

VisionRuya does not currently offer free shipping.

International import duties, taxes, and customs clearance charges are separate from the delivery fee, as explained in Section 7.

3. Payment

Orders must be paid online before dispatch.

Cash on delivery and card payment at the doorstep are currently unavailable.

4. Processing time

We aim to prepare and dispatch orders within 1–3 business days after payment is confirmed.

VisionRuya processes orders Monday to Friday, excluding UAE public holidays.

During launches, promotions, holidays, or high-volume periods, processing may take longer.

Processing time is separate from the courier’s delivery time.

5. Estimated delivery times

For UAE deliveries, our general delivery estimate is 1–5 business days after dispatch, depending on the address and selected courier.

For international deliveries, delivery times depend on the destination, selected courier, and customs clearance. Any available courier estimate will be communicated when the delivery service is confirmed.

Delivery estimates are not guaranteed arrival dates. Courier operations, customs clearance, public holidays, weather conditions and service disruptions may affect delivery.

These estimates do not limit any delivery rights available under applicable law.

6. Tracking

Where available, orders are sent using a tracked delivery service.

If tracking is available for your order, tracking details will be provided once your shipment has been dispatched.

7. Customs duties and taxes

For orders delivered outside the UAE, import duties, taxes, import VAT, customs clearance fees, local handling charges or other destination charges may apply.

These charges are not included in VisionRuya’s delivery fee or website order total and are payable separately by the customer.

The courier or customs authority may collect these charges before releasing or delivering your parcel. VisionRuya does not determine their amounts.

Customs clearance may also affect delivery times. Please respond promptly to requests from the courier or customs authority for payment or required information.

If required import charges remain unpaid or delivery is refused, the parcel may be delayed or returned. Any resulting charges and any refund will be assessed according to the circumstances, our Refund & Return Policy and applicable law.

8. Remote areas and separate delivery quotes

Some addresses are classified as remote or extended-delivery areas by our delivery partners.

Where a standard delivery option is available, the applicable fee will be displayed after your address is entered.

If your address or order requires a separate quote, we will confirm the delivery price before you place and pay for the order.

Any later proposed additional delivery charge will be explained and agreed with you before the relevant service is arranged.

9. Delivery information

Please provide a complete and accurate delivery address, postal code where applicable, and contact information when placing your order.

If you notice an error, contact us as soon as possible at contact@visionruya.com.

We will try to assist, but changes may no longer be possible once the order has been processed or dispatched.

Address corrections or redelivery may involve additional courier charges. We will explain any known charges before arranging the change, subject to applicable consumer rights.

10. Order changes or cancellations

If you need to update or cancel your order, please contact us as soon as possible at contact@visionruya.com.

If the order has not yet been processed or dispatched, we will make reasonable efforts to assist.

Once processing or dispatch has begun, we may no longer be able to change or cancel the shipment through the courier.

Any applicable cancellation or refund rights are explained in our Refund & Return Policy and remain subject to applicable law.

11. Delivery delays

Delivery may be delayed by circumstances including:

• Courier disruptions;
• Customs clearance;
• Weather conditions;
• Public holidays;
• High shipment volumes;
• Government restrictions; or
• Incorrect or incomplete delivery details.

If your order is materially delayed, please contact us at contact@visionruya.com. We will assist in investigating the shipment with our delivery partner.

12. Inspecting your order on arrival

Please inspect your order as soon as reasonably possible after delivery.

If your parcel arrives damaged, incomplete, or incorrect, please contact us, preferably within 5 days of delivery, and provide:

• Your order number;
• Clear photographs of the parcel and affected item; and
• A short description of the issue.

Reporting promptly helps us investigate with the delivery partner.

This requested reporting period does not limit any mandatory consumer rights available under applicable law.

13. Lost or missing parcels

If your order appears lost in transit, or tracking shows it as delivered but you cannot locate the parcel, please contact us at contact@visionruya.com.

We will review the available tracking information and, where appropriate, investigate with the relevant delivery partner.

Any replacement or refund will be handled according to the circumstances, our Refund & Return Policy, and applicable law.

14. Consumer rights

Nothing in this Shipping Policy limits or excludes any mandatory consumer rights available under applicable law, including applicable UAE consumer protection law and any mandatory rights that may apply to international customers.

15. Contact

For shipping questions or order support, please contact:

Siman FZC LLC, trading as VisionRuya
Business Centre
Sharjah Publishing City Free Zone
Sharjah, United Arab Emirates

Email: contact@visionruya.com