Shipping, Return and Exchange Policy

All orders are made by-hand, to specification, and are considered pre-order purchases. There are absolutely no refunds, or cancellations once an order has been placed on any of our products. You can read more about our Terms and Conditions here.

1 SHIPPING

Domestic Shipping (United Arab Emirates): 2–7 Business Days


International Shipping: 2–3 Weeks (Estimated delivery dates will be shown at checkout based on your location)

Upon placing an order, you will receive a confirmation email. Please ensure your delivery address is correct, as it cannot be changed or edited after the order is placed. Orders are typically processed within 1–2 business days following payment confirmation.

Once your order has been processed, you will receive an email with the shipping date confirmation and tracking details. Please note that the provided shipping times are estimates and should be used as a guide. THRUDISTANCE DESIGN SERVICES is not responsible for customs clearance delays or other potential shipping delays.

All orders are shipped Monday through Friday, excluding holidays. Orders placed after 3 pm GST, Monday through Friday, will generally be processed the next business day. Orders placed on Saturdays, Sundays, and holidays will be processed on the following business day.

International Customs and Duty Fees

As we cannot provide an exact estimate of customs and duty fees, buyers are responsible for any such fees that may be incurred once the order reaches its destination.


2 DAMAGES AND ISSUES

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

3 EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

4 EXCHANGES

Please note that exchanges are currently not available.

5 REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.