Shipping and returns

1. Shipping zones

Qatar: ATEYDA offers complimentary shipping within Qatar.

Gulf countries (GCC) and international destinations: we ship to the destinations enabled in our online store.

International shipping costs are the customer’s responsibility, except in those countries or promotions where ATEYDA expressly states that shipping is complimentary.

Customs duties, import taxes, VAT and customs clearance charges that may apply in the destination country are the customer’s responsibility, unless ATEYDA expressly states otherwise.

2. Order preparation times

Orders paid before 13:00 (Qatar time) are normally prepared on the same business day.

Orders placed after that time, or during weekends or public holidays, are normally prepared on the next business day.

Once the order has been shipped, the customer will receive the corresponding tracking information.

3. Delivery options and rates

Qatar: complimentary shipping.

International shipments: shipping costs are shown during checkout and must be paid by the customer, except when ATEYDA expressly states that shipping to the selected destination is complimentary.

Cash on delivery (if available): may be subject to an additional fee and to identity verification at the time of delivery.

Stated delivery times are estimates and may vary because of customs inspections, shipping volume, weather conditions, transport incidents, security checks or other circumstances beyond ATEYDA’s reasonable control.

4. Address accuracy and changes

The customer is responsible for carefully checking the delivery address, including building, street, zone, home or premises number, postal code where applicable, and telephone number.

Address changes can only be made before the order has been shipped and are subject to confirmation.

If an incorrect, incomplete or inaccessible address provided by the customer prevents delivery, additional charges may arise.

If the parcel is returned to ATEYDA for this reason, the actual shipping, return or other non-recoverable costs arising from the incident may be deducted from the refund, to the extent permitted by applicable law.

5. Delivery attempts and verification

The number of delivery attempts depends on the carrier and the service used.

Orders that cannot be delivered may remain temporarily at the carrier’s facilities or at a collection point.

High-value orders may require a signature or identity verification.

If delivery cannot be completed for a reason attributable to the customer and the parcel is returned to ATEYDA, we will contact the customer.

If a new shipment is requested, new transport charges may apply.

If a refund is due, the actual shipping, return, handling or other non-recoverable costs arising from the failed delivery may be deducted where applicable law allows.

6. Packaging, loss and damage in transit

ATEYDA carefully prepares and packs each order to protect the product in transit and preserve its presentation.

If a parcel arrives visibly damaged, tampered with or incomplete, we recommend that the customer keep the packaging and take photographs or videos of the parcel and the product.

The customer must report the incident to ATEYDA as soon as possible so that we can open an investigation with the carrier.

In the event of loss or damage in transit, ATEYDA will handle the incident with the logistics operator and provide the solution that corresponds to the circumstances and to applicable law.

Nothing in this policy limits the rights that legally belong to the consumer.

7. International shipments, customs and taxes

International orders may be subject to customs duties, import VAT, local taxes, brokerage fees, customs clearance or other charges set by the competent authorities or entities of the destination country.

These charges are not included in the product price or in the shipping costs, unless ATEYDA expressly states otherwise.

ATEYDA does not control these charges. Their amount depends on the rules and decisions of the competent authorities of the destination country. ATEYDA cannot guarantee the exact amount that the competent authorities ultimately determine.

The customer is responsible for paying the customs duties, import taxes and clearance charges that they are legally required to pay.

The carrier or the customs authorities may contact the customer directly to request payment or the necessary documentation before releasing or delivering the parcel.

Payment of the shipping costs when the order is placed does not include customs duties, import taxes, VAT or customs clearance charges of the destination country, unless expressly stated otherwise during checkout.

8. Refusal of the parcel for non-payment of customs charges

When placing an international order, the customer acknowledges that the purchase may be subject to additional customs duties, import taxes and clearance charges.

If the customer refuses delivery or refuses to pay the customs duties, taxes or import charges that they are legally required to pay, the parcel may be held by the authorities or the carrier, returned to ATEYDA, or handled according to the rules of the destination country.

When the parcel is returned to ATEYDA as a result of the customer’s refusal, the actual return-shipping, storage, customs-clearance and other non-recoverable costs directly arising from the refusal may be deducted from the amount to be refunded, to the extent permitted by applicable law.

ATEYDA will deduct only actual and justifiable costs and will not apply arbitrary penalties.

Any refund due will be processed in accordance with our Returns Policy and with applicable law.

9. Lost, delayed or allegedly stolen parcels

If the tracking information is not updated for seven business days on shipments within Qatar, or fourteen business days on international shipments, the customer must contact ATEYDA so that we can open an investigation with the carrier.

Available solutions, including replacement, credit or a refund where appropriate, will depend on the circumstances and on the outcome of the investigation, without prejudice to the consumer’s legal rights.

If tracking shows that the parcel has been delivered but the customer cannot find it, the customer must report this immediately to ATEYDA and, where appropriate, to the carrier, building security or the competent authorities.

10. Restricted destinations and items

ATEYDA complies with applicable legal, customs and transport restrictions.

We reserve the right to cancel an order when it cannot be shipped legally or safely to the selected destination.

When ATEYDA cancels an order because shipment is impossible and the cause is not attributable to the customer, the corresponding amounts will be refunded in accordance with applicable law.

11. Split shipments

ATEYDA may split an order into several shipments when necessary for logistical reasons.

The customer will receive the tracking information available for each parcel.

Any additional cost that the customer must bear will be communicated before it is applied.

12. Force majeure

ATEYDA is not responsible for delays caused by circumstances beyond our reasonable control, including extreme weather, strikes, road closures, customs inspections, transport restrictions, government decisions or exceptional periods of high demand.

This provision does not affect the rights that legally belong to the consumer.

13. Changes to this policy

ATEYDA may update its shipping options, rates, destinations and conditions.

The policy in force at the time the order is placed applies to that purchase, without prejudice to the rights established by applicable law.