Orders and Delivery

Last Updated: 15 August 2026

Moksyz is committed to providing reliable and transparent delivery services within the UAE and to selected GCC and international destinations.

This Shipping & Delivery Policy explains our order processing times, shipping charges, delivery arrangements, international shipments and what happens if a delivery is delayed or unsuccessful.

This policy should be read together with our Terms & Conditions and Returns & Refunds Policy.

Nothing in this policy excludes or limits any consumer right that cannot lawfully be excluded under applicable law.

1. Where We Deliver

Moksyz currently delivers to:

• the United Arab Emirates;
• selected GCC destinations; and
• selected international destinations.

The destinations available for a particular order are determined by the countries and regions currently enabled through Moksyz checkout.

If a destination is not available for selection during checkout, we may not currently be able to accept an order for delivery to that destination.

2. Standard Shipping Charges

Our current standard shipping structure is:

United Arab Emirates:
Free Standard Shipping

Eligible GCC Destinations:
AED 50 Standard Shipping

Other Supported International Destinations:
AED 75 Standard Shipping

The applicable shipping charge will be displayed during checkout before the order is placed.

Where a different rate, promotional shipping offer or special delivery arrangement applies, the applicable charge displayed during checkout will prevail for that order.

3. Order Processing and Dispatch

Orders are normally processed and dispatched within 1–3 business days after:

• successful order placement;
• payment authorization; and
• completion of any required order verification.

Most orders may be processed sooner, but customers should allow up to 3 business days for normal processing.

Processing times may be longer during:

• public holidays;
• major promotional campaigns;
• sale periods;
• unusually high order volumes;
• product verification requirements; or
• circumstances outside our reasonable control.

Pre-orders, made-to-order products and specially sourced items may have different processing timelines, which will be communicated separately where applicable.

4. Delivery Time After Dispatch

Delivery time after dispatch depends on the destination, courier service, customs procedures and local delivery conditions.

Once an order has been dispatched, customers will normally receive shipment or tracking information where tracking is available.

Any delivery date or timeframe provided by Moksyz, Shopify, a courier or another logistics provider should be treated as an estimated delivery timeframe unless expressly confirmed otherwise.

5. UAE Deliveries

Orders delivered within the UAE qualify for Free Standard Shipping under our current standard shipping policy.

Customers must provide:

• a complete delivery address;
• a valid telephone number;
• appropriate building, apartment, villa or unit details; and
• any information reasonably necessary for successful delivery.

Where the courier requires additional information, customers should respond promptly to avoid delivery delays.

6. GCC Deliveries

Eligible GCC destinations currently qualify for AED 50 Standard Shipping, subject to the destination being available during checkout.

Delivery time may vary depending on:

• the destination country;
• customs procedures;
• courier routing;
• local holidays; and
• delivery-location accessibility.

Any applicable import requirements remain subject to the laws and procedures of the destination country.

7. International Deliveries

Moksyz delivers to selected international destinations enabled through our checkout.

Our current standard international shipping charge is AED 75 for supported destinations unless another rate is displayed at checkout.

International delivery times may vary depending on:

• destination;
• courier service;
• customs clearance;
• import procedures;
• local delivery networks;
• public holidays;
• weather or transportation disruptions; and
• other circumstances beyond Moksyz's reasonable control.

We therefore recommend monitoring the tracking information provided after dispatch.

8. Customs Duties, Import Taxes and Other Charges

International shipments may be subject to:

• customs duties;
• import VAT or sales taxes;
• customs-processing charges;
• brokerage charges; or
• other government-imposed fees.

Where these charges are not expressly included in the price or checkout total, they may be payable separately by the customer in accordance with the rules of the destination country.

Where duties or taxes are included or collected in advance, this should be indicated during the relevant checkout or order process.

Moksyz does not control charges independently imposed by foreign customs or government authorities.

9. Accurate Delivery Information

Customers are responsible for providing accurate and complete delivery information.

Please check carefully before completing the order, including:

• recipient name;
• street and building details;
• apartment or unit number;
• city;
• postal or ZIP code where applicable;
• country; and
• telephone number.

If you discover an error after placing an order, contact Moksyz Customer Service as soon as possible.

We will make reasonable efforts to assist, but an address may not be changeable once fulfilment or shipment has commenced.

10. Failed Delivery Attempts

Customers should ensure that someone is available to receive the shipment where required by the courier.

If delivery cannot be completed because of:

• an incorrect or incomplete address supplied by the customer;
• repeated unsuccessful delivery attempts;
• inability to contact the recipient;
• refusal to accept the shipment; or
• failure to satisfy applicable customs or import requirements,

the shipment may be returned to Moksyz.

Where the failure is attributable to the customer, reasonable return, recovery or re-shipping costs may be charged before the order is dispatched again, where permitted by applicable law.

11. Refused International Shipments

International customers should not refuse a shipment solely to avoid customs duties, taxes or other lawful import charges.

If a shipment is refused and returned to Moksyz, any reasonable costs incurred because of:

• return transportation;
• customs;
• handling; or
• re-shipping

may be deducted from an available refund or charged to the customer where permitted by applicable law and where the circumstances are attributable to the customer.

This does not apply where refusal is reasonably caused by an error attributable to Moksyz or where applicable law provides otherwise.

12. Shipping Delays

Although we work with logistics providers to deliver orders within the estimated timeframe, delays may occasionally occur because of circumstances such as:

• customs inspection or clearance;
• severe weather;
• flight or transportation disruption;
• courier network disruption;
• public holidays;
• government restrictions;
• security events;
• natural events; or
• other circumstances outside reasonable control.

Where we become aware of a material delay, we will make reasonable efforts to assist the customer and obtain updated shipment information.

Nothing in this section affects any mandatory legal right the customer may have where delivery is materially delayed or not completed.

13. Lost Shipments

If tracking indicates an unusual delay or you believe your shipment may be lost, please contact Moksyz Customer Service.

We may need to open an investigation with the courier before confirming whether a shipment is lost.

Customers may be asked to provide reasonable supporting information to assist the investigation.

Where a shipment is confirmed lost and responsibility does not rest with the customer, Moksyz will provide an appropriate remedy in accordance with the circumstances and applicable law.

14. Damaged Shipments

If a parcel arrives visibly damaged, customers should where reasonably possible:

• photograph the outer packaging before opening it;
• photograph any damaged product;
• retain the packaging and shipping label; and
• contact Moksyz Customer Service promptly.

Where the product itself is damaged, defective or incorrectly supplied, the matter will be handled under our Returns & Refunds Policy.

If the issue is attributable to Moksyz or its fulfilment process, the customer will not be required to bear the reasonable applicable return or replacement shipping costs.

15. Split Shipments

In some circumstances, products within the same order may be dispatched separately.

This may occur because products are:

• stored at different fulfilment locations;
• sourced from different partner locations;
• subject to different availability dates; or
• more efficiently delivered separately.

Where an order is split into multiple shipments, customers may receive separate tracking information.

Customers will not be charged additional shipping merely because Moksyz elects to split an order, unless a separate charge was expressly disclosed and accepted before the order was placed.

16. Pre-Orders and Made-to-Order Products

Pre-orders, customized products and made-to-order items may have longer fulfilment times than standard in-stock products.

An estimated availability, production or dispatch period will be communicated where applicable.

These timelines may change because of production or supplier circumstances.

If Moksyz is unable to fulfil an order, the customer will receive the appropriate remedy in accordance with our Terms & Conditions and applicable law.

17. Changes to Shipping Rates or Destinations

Moksyz may update:

• shipping rates;
• supported destinations;
• courier services;
• delivery methods; or
• promotional shipping arrangements

from time to time.

Any change will apply to new orders placed after the revised shipping terms become available.

The shipping charge displayed and accepted during checkout for a confirmed order will remain the applicable charge for that order, subject to circumstances caused by a subsequent customer-requested change.

18. Returns and Exchange Shipping

Return-shipping arrangements are governed by our separate Returns & Refunds Policy.

In summary:

UAE: Eligible returns and exchanges receive complimentary return handling.

International: For change-of-mind, preference or customer-selected size returns, the customer is generally responsible for return shipping. For customer-driven exchanges, replacement shipping may also be charged.

Moksyz error: Where Moksyz supplies an incorrect, damaged, defective or otherwise non-conforming item, Moksyz bears the reasonable applicable return and replacement shipping costs.

Please refer to the full Returns & Refunds Policy for conditions and exceptions.

19. Customer Service

For questions regarding shipping, tracking, delivery or an existing order, contact:

Moksyz Customer Service
Email: customerservice@moksyz.com
Telephone: +971 4 5580751

When contacting us regarding an existing shipment, please provide your order number where possible.

20. Operator Information

Moksyz.com is operated by:

Prime Elegant General Trading LLC - OPC
Trade Licence No.: CN-5209443
TRN: 105088814600003
United Arab Emirates