Shipping & Delivery Policy

1. Overview

This Shipping and Delivery Policy ("Policy") outlines the terms and conditions applicable to the shipping and delivery of products purchased through the Romeo & Juliet Beauty Lounge online store, website, and web application ("Online Store"). This Policy forms part of our Terms and Conditions and should be read in conjunction with our Refund & Return Policy.

By placing an order through our Online Store, you acknowledge and agree to the shipping and delivery terms set out herein. We reserve the right to modify this Policy at any time, and the version in effect at the time of your order shall apply to that order.

2. Delivery Zones and Shipping Options

2.1 Service Areas

Romeo & Juliet Beauty Lounge currently offers shipping to the following zones:

IMPORTANT: All delivery timeframes are estimates only and are calculated in business days (Sunday to Thursday, excluding UAE public holidays). Actual delivery times may vary depending on the delivery address, order volume, courier capacity, customs clearance (for international orders), and other factors beyond our control. Romeo & Juliet Beauty Lounge does not guarantee delivery by any specific date or time.

2.2 Free Shipping

Free standard shipping within Dubai may be offered on orders meeting the minimum order value displayed on our Online Store at the time of purchase. Free shipping thresholds and promotional shipping offers are subject to change at any time without prior notice and do not apply to express delivery, international orders, or oversized items unless expressly stated.

2.3 In-Store / Salon Pickup

Where available, you may select the option to collect your order from our salon location in Dubai at no additional shipping cost. Orders available for pickup will be held for a maximum of seven (7) calendar days from the date of the pickup notification. Uncollected orders after this period will be cancelled and a refund issued, less any applicable restocking fees as outlined in our Refund & Return Policy.

3. Order Processing

3.1 Order Confirmation

Upon placing an order, you will receive an automated order confirmation email acknowledging receipt of your order. Please note that this confirmation does not constitute acceptance of your order. Your order is accepted only when we send a dispatch confirmation email containing your tracking information.

We reserve the right to decline, cancel, or limit any order for reasons including but not limited to product unavailability, pricing errors, suspected fraud, incomplete or incorrect delivery information, or non-compliance with our terms.

3.2 Processing Times

Orders are typically processed within one (1) to two (2) business days from the date of order confirmation, subject to stock availability and successful payment verification. Processing times are excluded from estimated delivery timeframes. Orders placed after 2:00 PM (GST) or on weekends (Friday and Saturday) and UAE public holidays will be processed on the next business day.

During peak periods, promotional campaigns, or sale events, processing times may be extended by an additional one (1) to three (3) business days. We will endeavour to notify you of any significant delays.

3.3 Order Verification

To protect against fraud and ensure secure transactions, we may contact you to verify your order, identity, or payment details. This verification process may delay order processing. If we are unable to verify your order within three (3) business days, the order may be cancelled and a refund issued to the original payment method.

4. Shipping Charges

Shipping charges are calculated based on the delivery zone, order weight, dimensions, shipping method selected, and any applicable promotional offers. The exact shipping fee will be displayed at checkout before you complete your purchase.

• Inclusive Pricing: All shipping charges displayed at checkout are inclusive of applicable VAT, unless otherwise stated
• Additional Charges: For international orders, additional customs duties, import taxes, brokerage fees, and other charges imposed by the destination country are the sole responsibility of the customer and are not included in the shipping charge
• No Hidden Fees: The total amount displayed at checkout, including shipping, is the final amount charged to your payment method. No additional charges will be applied by us after order confirmation
• Surcharges: Remote area surcharges may apply for deliveries to certain locations as determined by our logistics partners. Any such surcharges will be communicated to you prior to dispatch, and you will have the option to cancel the order for a full refund

5. Delivery Process

5.1 Delivery Address

It is your sole responsibility to ensure that the delivery address provided at the time of order is complete, accurate, and accessible. Romeo & Juliet Beauty Lounge shall not be held liable for any delay, non-delivery, or misdelivery resulting from an incorrect, incomplete, or inaccessible delivery address provided by you.

If a delivery fails due to an incorrect address and the package is returned to us, we will contact you to arrange redelivery. Additional shipping charges will apply for redelivery, which must be paid before the package is reshipped.

5.2 Delivery Attempts

Our logistics partners will make up to two (2) delivery attempts at the provided address. If delivery cannot be completed after two attempts due to reasons attributable to the customer (no one available, restricted access, refusal to accept, etc.), the following applies:

• The package may be held at the courier's nearest collection point for a limited period (typically five (5) business days)
• If the package remains uncollected, it will be returned to our facility
• A redelivery fee will apply for any subsequent delivery attempt
• If the customer does not arrange redelivery within fourteen (14) calendar days of the package being returned to our facility, the order will be cancelled and a refund issued, less the original shipping charge and a restocking fee of up to fifteen percent (15%) of the product value

5.3 Signature on Delivery

For high-value orders, a signature may be required upon delivery. By providing your signature (or that of an authorised person at the delivery address), you acknowledge receipt of the package in acceptable external condition. We recommend inspecting the package for any visible external damage before signing.

5.4 Contactless / No-Signature Delivery

For orders below the signature threshold, or where contactless delivery is selected, the package will be left at the delivery address as per the courier's standard contactless delivery procedure. Once the package is delivered and confirmed by the courier's tracking system, risk of loss, theft, or damage passes to you. Romeo & Juliet Beauty Lounge shall not be liable for packages that are confirmed as delivered by the courier's tracking system.

6. Order Tracking

Once your order has been dispatched, you will receive a dispatch confirmation email containing your tracking number and a link to track your package. Tracking information may take up to twenty-four (24) hours to become active in the courier's system after dispatch.

Tracking is provided for informational purposes only. While we work with reputable logistics partners, Romeo & Juliet Beauty Lounge does not guarantee the accuracy or real-time status of tracking information provided by third-party couriers. For enquiries regarding the status of your delivery, please contact our Customer Service team.

7. Risk of Loss

Title and ownership of products purchased through our Online Store pass to you upon full payment. However, risk of loss or damage to products transfers to you upon delivery at the specified delivery address, or upon the product being handed to the courier where delivery is attempted but cannot be completed due to reasons attributable to you.

Notwithstanding the above, and in compliance with UAE Consumer Protection Law, Romeo & Juliet Beauty Lounge remains responsible for ensuring that products are delivered free from defects and in conformity with their description, and for addressing any delivery issues arising from our acts or omissions or those of our authorised logistics partners.

8. Delivery Issues

8.1 Delayed Deliveries

If your order has not been delivered within the estimated delivery timeframe, please allow an additional three (3) to five (5) business days before contacting us, as minor delays may occur due to courier operational factors, traffic, weather, or other circumstances. If your order has not arrived within ten (10) business days beyond the maximum estimated delivery timeframe for your delivery zone, please contact our Customer Service team. We will investigate with our logistics partner and, depending on the outcome:

• Reship: If the package is confirmed lost, we will reship the order at no additional cost, subject to product availability
• Refund: If the product is unavailable for reshipment, a full refund will be issued to the original payment method

8.2 Damaged Packages

If you receive a package that shows visible signs of damage, tampering, or has been opened, you should:

• Document the damage by taking photographs of the outer packaging before opening
• Note the damage on the courier's delivery receipt (if applicable)
• Open the package carefully and photograph any product damage
• Contact our Customer Service team within forty-eight (48) hours of delivery with your order number and photographic evidence

Failure to report damage within forty-eight (48) hours may limit our ability to file a claim with the courier, though your statutory rights remain unaffected. Claims for transit damage are handled in accordance with our Refund & Return Policy.

8.3 Missing or Stolen Packages

If the courier's tracking system shows your package as delivered but you have not received it, please check with neighbours, building security, reception, or any other person who may have accepted the delivery on your behalf. If the package remains unlocated, contact our Customer Service team within forty-eight (48) hours. We will initiate an investigation with the courier. The outcome of the courier's investigation will determine whether a replacement or refund is issued. Romeo & Juliet Beauty Lounge reserves the right to require a signed declaration or police report in cases of claimed theft or non-receipt of confirmed deliveries.

9. Product Handling and Packaging

Due to the nature of beauty, cosmetic, and personal care products, we take special care in packaging to ensure product integrity during transit. Our packaging measures include:

• Secure and protective packaging appropriate to the nature and fragility of the products
• Temperature-sensitive items may be shipped with appropriate packaging during extreme weather conditions; however, we do not guarantee temperature-controlled shipping unless expressly stated
• Hazardous materials (e.g., aerosols, flammable products, lithium-battery devices) are shipped in compliance with applicable UAE and international shipping regulations, including IATA Dangerous Goods Regulations for air freight
• Liquid products are sealed and packed to minimise the risk of leakage during transit

IMPORTANT: Certain products may be restricted from shipping to specific destinations due to local regulations, customs restrictions, or carrier policies. If any item in your order cannot be shipped to your delivery address, we will notify you and offer a substitution, partial shipment, or refund for the restricted item.

10. Force Majeure

Romeo & Juliet Beauty Lounge shall not be liable for any failure or delay in shipping or delivery resulting from circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, epidemics, extreme weather conditions, government actions or orders, civil unrest, war, terrorism, transportation disruptions, carrier strikes, port or airport closures, customs delays, power or internet failures, or any other force majeure event.

In such circumstances, delivery timeframes shall be extended by the duration of the force majeure event. We will make reasonable efforts to notify you of any material delays and offer the option to cancel your order for a full refund if the delay is expected to exceed fifteen (15) business days.

11. Restricted and Prohibited Items

Certain beauty and personal care products may be subject to shipping restrictions based on their composition, classification, or the regulations of the destination country. Products that may be restricted include, but are not limited to:

• Aerosol products (hairsprays, setting sprays, deodorants)
• Products containing flammable ingredients (certain nail polishes, alcohol-based products)
• Products containing ingredients restricted in certain jurisdictions
• Electrical beauty tools and devices with lithium batteries
• Products classified as hazardous goods under IATA or local transport regulations

If any product in your order is restricted for your delivery destination, we will notify you before dispatch and offer a substitution, partial order fulfilment, or a refund for the restricted item. We will not knowingly ship any product in violation of applicable shipping regulations.

12. Communication and Notifications

Throughout the order and delivery process, we will communicate with you via the email address and/or phone number provided at the time of order. Communications may include:

• Order confirmation
• Payment verification requests
• Dispatch confirmation and tracking information
• Delivery status updates (where available from the courier)
• Delay notifications
• Failed delivery notifications

It is your responsibility to ensure that the contact information provided is accurate and that you monitor your email (including spam/junk folders) and phone for delivery-related communications. Romeo & Juliet Beauty Lounge shall not be liable for any delivery issues arising from your failure to receive or respond to our communications due to incorrect or unmonitored contact details.

13. Limitation of Liability

To the maximum extent permitted by applicable UAE law:

• Our total liability for any shipping or delivery-related claim shall not exceed the total shipping charges paid for the affected order, except where we are also liable for the product value under our Refund & Return Policy
• We shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from shipping or delivery delays, failures, or issues
• We shall not be liable for delays or issues caused by force majeure events, incorrect delivery information provided by the customer, customs authorities, or acts of third-party couriers that are beyond our reasonable control
• We shall not be liable for any loss, theft, or damage to a package after it has been confirmed as delivered by the courier's tracking system, except where the loss or damage was caused by our negligence

Notwithstanding the above, nothing in this Policy excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be excluded under applicable UAE law. Our obligations under UAE Consumer Protection Law remain unaffected.

14. Changes to This Policy

We reserve the right to update or amend this Policy at any time. Changes will take effect upon publication on our website and Online Store. The Policy applicable to your order shall be the version in effect at the time you placed your order. We encourage you to review this Policy periodically.

15. Governing Law and Jurisdiction

This Policy is governed by and construed in accordance with the laws of the United Arab Emirates, including UAE Federal Law No. 15 of 2020 on Consumer Protection, its Executive Regulations, and applicable e-commerce legislation. Any disputes arising from or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts of Dubai, United Arab Emirates.

16. Contact Us

For shipping enquiries, delivery tracking issues, or any questions, please contact us at:

We aim to respond to all shipping and delivery enquiries within one (1) business day.