Shipping policy

Shipping Policy

Eklektik Mama
Effective Date: January 12, 2026

Our Shipping Commitment

At Eklektik Mama, we believe in making our custom-made products accessible to customers around the world. That's why we're proud to offer free international shipping on all orders—no minimum purchase required. We've got your shipping costs covered so you can focus on finding the perfect pieces for your collection.

1. Free Worldwide Shipping

1.1 What's Included

  • Free shipping to all countries worldwide
  • No hidden fees or surprise charges at checkout
  • Tracking information provided for all orders
  • Secure packaging to protect your custom products

1.2 What This Means for You

When you see a price on our website, that's what you pay—shipping is on us, whether you're ordering from Dubai, New York, London, Tokyo, or anywhere else in the world.

2. Processing Time

2.1 Production Timeline

Because every product is custom-made specifically for you:

  • Production time: 5 business days after order confirmation
  • Production begins once payment is confirmed
  • You'll receive an email when your order ships with tracking information

2.2 Business Days

Business days are Monday through Friday, excluding:

  • UAE public holidays
  • International holidays that may affect production
  • Weekends (Saturday and Sunday)

Please note: Orders placed on weekends or holidays will begin processing on the next business day.

3. Delivery Timeframes

3.1 Estimated Delivery Times

Once your order ships, estimated delivery times are:

All Worldwide Destinations:

  • Standard international shipping: 7-10 business days

This timeframe applies to all countries and regions worldwide, from the time your order is shipped (after the 5-day production period).

3.2 Important Notes on Delivery Times

  • These are estimates only and not guaranteed delivery dates
  • Actual delivery times may vary due to factors beyond our control
  • Rural or remote locations may experience longer delivery times
  • Customs processing can add additional time (see section 4)
  • Peak seasons (holidays, sales events) may cause delays

3.3 Total Order Timeline

Production (5 business days) + Shipping (7-10 business days) = Total time to receive your order

Total estimated time: 12-15 business days from order placement to delivery

This means that from the moment you place your order, you can expect to receive it within approximately 2-3 weeks.

4. International Shipping & Customs

4.1 Customs, Duties, and Taxes

While we cover all shipping costs, you are responsible for any customs duties, import taxes, or fees that your country may charge when your package enters your country.

Important information:

  • Customs fees vary by country and are determined by your local customs authority
  • These fees are separate from your order total and shipping
  • We have no control over these charges or their amount
  • Packages may be held at customs until fees are paid
  • Customs processing time varies by country (typically 1-7 business days)

4.2 Customs Declarations

For international orders:

  • We accurately declare the contents and value of all packages
  • All items are marked as "merchandise" or "goods"
  • We cannot mark items as "gifts" or undervalue packages (this is illegal)
  • Customs documentation is prepared in English

4.3 Refused Packages

If you refuse delivery due to customs fees:

  • The package will be returned to us
  • We cannot offer a refund for refused shipments
  • Original payment processing fees are non-refundable
  • Reshipment (if desired) will require a new order and payment of shipping costs

4.4 Country-Specific Restrictions

Some countries have restrictions on certain products or materials. While we make every effort to ship worldwide, there may be rare cases where we cannot ship specific items to certain countries due to local regulations. If this applies to your order, we will contact you before processing.

5. Shipping Carriers

5.1 Our Shipping Partners

We work with reliable international carriers to ensure your order reaches you safely:

  • DHL Express
  • FedEx International
  • Aramex
  • Local postal services (for certain destinations)

The carrier used for your order will depend on:

  • Your shipping destination
  • Package size and weight
  • Current service availability
  • Fastest and most reliable option for your location

5.2 Tracking Your Order

Once your order ships:

  • You'll receive a shipping confirmation email with tracking information
  • Track your package through the carrier's website
  • Tracking updates typically appear within 24-48 hours of shipment
  • Some carriers provide more detailed tracking than others

6. Shipping Address Requirements

6.1 Providing Accurate Information

Please double-check your shipping address before completing your order. We cannot be held responsible for delays or non-delivery due to incorrect address information.

Your shipping address should include:

  • Full name (first and last)
  • Complete street address (including apartment/unit number if applicable)
  • City/Town
  • State/Province/Region
  • Postal/ZIP code
  • Country
  • Phone number (required for international shipping)

6.2 Special Address Considerations

  • PO Boxes: We can ship to PO Boxes in most countries, but delivery times may be longer
  • Military addresses (APO/FPO): Available for US military addresses
  • Business addresses: Please include company name and business hours
  • Remote locations: May experience extended delivery times

6.3 Address Changes

  • Before shipping: Contact us immediately at hello@eklektikmama.com to request address changes
  • After shipping: We cannot change the address once the package is in transit
  • If you need to intercept a shipment, contact the carrier directly (fees may apply)

6.4 Undeliverable Addresses

If an order cannot be delivered due to:

  • Incorrect or incomplete address
  • Recipient unavailable (after multiple delivery attempts)
  • Refused delivery
  • Address not found

The package will be returned to us, and you will be responsible for reshipment costs. Please see section 8 for more details.

7. Order Tracking and Updates

7.1 Email Notifications

You'll receive email updates at key points in your order journey:

  1. Order Confirmation - Immediately after purchase
  2. Production Started - When we begin creating your custom product
  3. Order Shipped - With tracking information when your package is dispatched
  4. Delivery Updates - Some carriers provide delivery date notifications

7.2 Tracking Your Package

  • Use the tracking number provided in your shipping confirmation email
  • Visit the carrier's website and enter your tracking number
  • Allow 24-48 hours after shipment for tracking information to update
  • Contact us at hello@eklektikmama.com if you have tracking concerns

7.3 Tracking Not Updating?

If your tracking hasn't updated in several days:

  • This is sometimes normal during international transit
  • Packages may be in transit between facilities without scans
  • Customs processing doesn't always show tracking updates
  • Contact us if there's been no movement for 10+ days

8. Delivery Issues

8.1 Lost or Missing Packages

If your package hasn't arrived within the estimated timeframe:

Step 1: Check your tracking information

  • Verify the delivery address
  • Check for delivery notices
  • Confirm with neighbours or building management

Step 2: Wait for the investigation period

  • Allow the estimated delivery time to pass plus 5 additional business days
  • International packages sometimes take longer than estimated

Step 3: Contact us

  • Email hello@eklektikmama.com with your order number
  • We'll investigate with the carrier
  • We may ask you to provide additional information

Our commitment:

  • If a package is confirmed lost by the carrier, we'll send a replacement or issue a full refund
  • We'll work directly with the carrier to file any claims
  • You won't be charged for lost packages (this is our responsibility)

8.2 Damaged Packages

If your package arrives damaged:

  1. Take photos of the damaged packaging and product
  2. Contact us within 48 hours at hello@eklektikmama.com
  3. Provide your order number, photos, and description of the damage
  4. Keep all packaging materials until the issue is resolved

We'll review your case and provide a replacement for damaged items. See our Return and Refund Policy for complete details.

8.3 "Delivered" But Not Received

If tracking shows "delivered" but you haven't received your package:

Immediately check:

  • All entrances to your property (front door, back door, side door)
  • With neighbours who may have accepted delivery
  • Building mailroom, concierge, or management office
  • Around your property (carriers sometimes leave packages in safe spots)

If you still can't locate it:

  • Check with the carrier (they may have delivery notes about package location)
  • Wait 24-48 hours (sometimes packages are scanned as delivered before actual delivery)
  • Contact us at hello@eklektikmama.com if it doesn't appear within 2 days

Please note: We cannot be held responsible for packages marked as delivered by the carrier unless delivery theft is proven with evidence (security camera footage, police report, etc.).

8.4 Incorrect or Incomplete Address

If your package is returned to us because of an address error:

  • We'll notify you via email
  • You'll need to provide a corrected address
  • Reshipment costs will apply (our free shipping does not cover reshipment due to customer address and contact number errors)
  • We'll hold the package for 30 days before it's recycled or donated

9. Shipping Restrictions

9.1 Countries We Cannot Ship To

Due to international regulations or carrier limitations, we currently cannot ship to:

  • Countries under international trade sanctions
  • War zones or areas of active conflict
  • Territories where carriers don't operate

If you're unsure whether we can ship to your location, contact us at hello@eklektikmama.com before placing your order.

9.2 Product-Specific Restrictions

Some countries restrict or prohibit certain materials or products. While rare, if your order cannot be shipped to your location due to product restrictions:

  • We'll contact you within 2 business days of your order
  • We'll offer alternative products or a full refund
  • We'll explain the specific restriction

10. Peak Seasons and Delays

10.1 High Volume Periods

During peak shopping seasons, processing and shipping times may be extended:

  • Holidays: Ramadan, Eid, Christmas, Black Friday, New Year
  • Sales events: Major promotional periods
  • Back-to-school season: August-September

We recommend ordering well in advance during these periods if you need items by a specific date.

10.2 Unforeseen Delays

Factors beyond our control that may affect shipping:

  • Weather events: Storms, floods, extreme temperatures
  • Natural disasters: Earthquakes, hurricanes, etc.
  • Carrier strikes or labor disputes
  • Customs backlogs
  • Global events: Pandemics, political situations
  • Technical issues: Carrier system outages

We'll do our best to keep you informed of any significant delays affecting your order.

11. Multiple Item Orders

11.1 Packaging

  • Orders with multiple items are typically shipped together in one package when possible
  • Large orders may be split into multiple packages for safe transit
  • Each package will have its own tracking number
  • You'll be notified if your order ships in multiple packages

11.2 Production Times

  • All items in your order will be produced together
  • If items have different production times, the entire order ships when all items are ready
  • For urgent orders, consider placing separate orders for items needed sooner

12. Contact Us About Shipping

12.1 Questions Before Ordering

If you have questions about shipping to your location, delivery times, or anything else, we're here to help!

Email: hello@eklektikmama.com

12.2 Issues After Ordering

For concerns about your order in transit:

Email: hello@eklektikmama.com

Please include:

  • Your order number
  • Tracking number (if available)
  • Brief description of your concern
  • Best way to reach you

We typically respond within 1-2 business days and will do everything we can to resolve your shipping concerns quickly.

13. Important Reminders

Free shipping worldwide on all orders—we've got you covered

Production takes 5 business days before shipping begins

Shipping takes 7-10 business days worldwide

Total delivery time: 12-15 business days from order placement

Customs fees are your responsibility for international orders

Double-check your address and contact number before completing your order

Track your order using the information in your shipping confirmation email

Contact us at hello@eklektikmama.com with any questions or concerns

14. Related Policies

For more information about your order, please review our other policies:

  • Return and Refund Policy - Information about our quality guarantee and what to do if there's an issue with your product
  • Terms of Service - Complete terms and conditions for ordering from Eklektik Mama
  • Privacy Policy - How we handle your personal and shipping information

Last Updated: January 12, 2026

Version: 1.0

Thank you for choosing Eklektik Mama. We're excited to ship your custom-made products to you, wherever you are in the world. If you have any questions about shipping, we're always here to help at hello@eklektikmama.com.