We want your skincare to reach you quickly and safely. This policy explains how, where and when we deliver orders placed on esteemskinactives.com, operated by Imperial Group L.L.C-FZ, United Arab Emirates.
1. Order processing
- Orders are processed within [1–2] business days (Monday to Friday, excluding UAE public holidays).
- Orders placed after [2 pm UAE time (GST)] are processed the next business day.
- You will receive an email with tracking details as soon as your order ships.
- During launches and sale periods, processing may take a little longer. We will keep you updated.
2. Where we ship
Orders ship from the United Arab Emirates. We currently deliver to: [United Arab Emirates, GCC countries, United States, United Kingdom, European Union, …]. Orders in the United States may be fulfilled locally by our US distributor, Imperial Atlantic LLC.
3. Delivery times and costs
| Destination | Service | Estimated delivery | Cost |
|---|---|---|---|
| United Arab Emirates | Standard | [1–3] business days | [AED 15 · free over AED 200] |
| United Arab Emirates | Same / next day | [Dubai & Abu Dhabi] | [AED 30] |
| GCC (KSA, Kuwait, Qatar, Bahrain, Oman) | Express | [3–5] business days | [AED 45] |
| United States | Standard | [3–7] business days | [$6.95 · free over $75] |
| United Kingdom & Europe | Tracked | [5–8] business days | [AED 75] |
| Rest of world | Tracked | [7–14] business days | [from AED 90] |
Exact shipping costs are shown at checkout before you pay. Delivery times are estimates and start once your order has shipped.
4. Subscriptions
- Your first subscription order ships like a normal order. Later orders are created automatically on your chosen schedule (for example every month) and ship within [1–2] business days of each billing date.
- You can change your delivery date, frequency or address, skip a delivery, or cancel at any time from your account before the next billing date.
- Subscription orders use the same shipping rates as above, unless your plan includes free shipping.
5. Customs, duties and taxes
Prices within the UAE include VAT. For orders shipped outside the UAE, import duties, taxes or customs fees may apply in the destination country. Where possible, these are calculated and collected at checkout. If they are not, they are paid by the recipient, and the carrier may contact you before delivery. Parcels refused and returned to us may be refunded minus the original shipping and any return charges.
6. Address accuracy
Please check your shipping address and phone number carefully, as couriers in the region often call before delivery. If you notice a mistake, email us within [2 hours] of ordering and we will do our best to update it before the order ships. We cannot be responsible for orders sent to an incorrect address provided at checkout.
7. Late, lost or damaged parcels
- If your tracking has not updated for [7] business days, or your order has not arrived within [10] business days of the estimate, contact us and we will investigate with the carrier.
- If your parcel arrives damaged, or a product is broken or leaking, email us within [7] days of delivery with your order number and a photo. We will send a replacement or a refund.
- If tracking shows your parcel as delivered but you cannot find it, please check with your building reception or neighbours, then contact us.
8. Contact us
Questions about delivery? Email support@esteemskinactives.com with your order number and we will be happy to help.