Delivery & Refund Policy

DELIVERY POLICY:
 
SAME DAY DELIVERY in πŸ‡¦πŸ‡ͺ
 
All orders placed for SAME-DAY Delivery will be guranteed to reach the same day. However, if the customer is not available at the time of delivery, Custom Factory will not be responsible and will be rescheduled for a next day delivery (extra charges will apply). This applies if the customer has provided a incorrect number, calls not answered whilst at the door or change of location at the last minute.
 
🚚 Dubai - Orders until 4pm will be delivered SAME DAY.
🚚 Sharjah, Ajman, Abu Dhabi, Al Ain, UAQ & RAK - Orders until 2pm will be delivered SAME DAY.
 
  • If an order is placed and selected for same day delivery past the mentioned time; it will be scheduled for next day guaranteed delivery.
  • Orders placed on Thursday for SAME DAY delivery post 2 and 4pm, will be scheduled for Saturday.
  • Orders placed on Friday for SAME DAY delivery will be scheduled for Saturday.
 
STANDARD DELIVERY (UAE) – We ship across UAE including Remote areas at no additional shipping cost.
  • Estimate delivery time for local shipping is 4-6 working days
  • Estiamted delivery time for Remote areas within UAE is 3-5 working days
 
WORLDWIDE SHIPPING – The Custom Factory provides its customers with the best international shipping rates. Our courier partner for all International Shipments is DHL.
However, custom duties, taxes or any handling charges vary from country to country and are usually implemented when the order reaches its destination. Unfortunately, we have no control over these charges, hence they will have to be borne by you once your parcel reaches your respective country.
 
Estimated delivery time for international shipping takes 5-8 working days.
 
*All orders placed are subject to product availability. If a purchased item in your order is not available, our team will notify you via the contact number/email provided at the earliest. Very rarely such cases happen though, but we will try our best to have it arranged.
Shipping charges for your order are non-refundable.
 
RETURN AND EXCHANGE POLICY:
 
We do not accept return on products delivered in perfect and undamaged condition. The return & exchange policy will only take place under any of the below circumstances:-
  • If the product is received in a damaged condition.
  • If the product received is different from what ordered during checkout.
 
In a return policy; we will take care of the return shipping cost’s. (our mistake, we happily accept & take the blame)
 

Disclaimer: Although we try our best to ensure that our products showcased on our website match the expectations in colors you order. However, there may be occasions that the colors of the materials may not match 100%. Slight color variations may occur within the same color on different materials/products.

Also, be mindful that the colors on screens do not always match live colors.

 
RETURN PROCESS:
 
Return policy is applicable for 7 days from the date of purchase. Kindly provide us with 1-2 images for us to verify the reason for return via email at hello@customfactory.com
We will revert and arrange for a pickup at the earliest, a new order will be made and shipped to you at no additional cost providing you the top priority. A refund policy is not applicable in this scenario.
 
NOTE: Product must be returned in the original packaging along with the air way bill label (printed on the packet). Product should be in the same condition as received. A quality inspection will be done by the team to ensure of the defect/error mentioned; after that a return policy will be processed. 
 
If any other defect observed and not mentioned at the prior stage of sharing images will be considered for a NO RETURN POLICY.
 
CANCELLATION POLICY:
 
Once an order is placed, it cannot be canceled.