Shipping policy

Shipping Policy – Small Appliances (Nationwide Delivery Across Iraq from Our Erbil Store – No Sea Freight)

Our physical retail store is located in Erbil, Family Mall - Ground Floor near Family Fun Gate. All orders are dispatched directly from our store inventory. We do not use sea freight or ocean shipping for any orders. All deliveries are handled exclusively by land-based courier services operating within Iraq. For any questions about your delivery, you can contact us by phone at 0750 789 6778 or 0770 425 0044.

We deliver to all governorates of Iraq, including but not limited to Baghdad, Basra, Erbil, Sulaymaniyah, Dohuk, Mosul, Kirkuk, Najaf, Karbala, Hillah, Ramadi, Diwaniyah, Kut, Amarah, Samawah, Nasiriyah, and Zakho. Delivery is available to both urban and suburban areas within each governorate. Remote villages and areas without standard addressing systems may require additional coordination via WhatsApp or phone. We do not deliver to restricted military zones or areas with active security alerts as determined by local authorities.

We offer two shipping methods for nationwide delivery from our Erbil store. Standard Shipping is our default option for all orders. We partner with Boxy, Iraq's AI-powered logistics aggregator that integrates over 1,500 local couriers across the country into a single platform. Delivery typically takes 2 to 5 business days from the date of order confirmation. Major cities including Baghdad, Erbil, Basra, and Mosul usually receive delivery within 2 to 3 business days. Other governorates may take 4 to 5 business days depending on your location and local conditions. Express Shipping is available for an additional fee and is recommended for urgent orders or high-value items. We use DHL International Priority or other premium courier services operating within Iraq. Delivery takes 1 to 3 business days nationwide. Express Shipping includes full tracking and priority handling throughout the delivery process. For orders placed before 12:00 PM Iraq time, Sunday through Thursday, processing begins the same day. Orders placed after 12:00 PM or on Fridays and public holidays will be processed on the next business day.

Because Iraq does not have a standardized nationwide postal code system, accurate address information is essential for successful delivery. At checkout, you must provide your full street address, building number, floor and apartment number if applicable, nearest landmark, and your active phone number. We will also ask for your WhatsApp number. Our courier partners will contact you via WhatsApp or phone call before attempting delivery to confirm your location and provide a live tracking link when available. If you live in an area without standard street addressing, please include a description of how to reach your location, such as near a specific mosque, school, market, or government building. Our logistics partners use AI-powered routing systems to match your shipment with the most suitable local courier based on your location and the courier's coverage area.

Delivery fees are calculated based on your shipping method and the delivery address. Standard Shipping fees start from 3,000 IQD for addresses within Erbil and nearby areas, and increase progressively for more distant governorates. Express Shipping fees are calculated at checkout based on package weight and destination. For orders above 150,000 IQD, Standard Shipping is free of charge. Free shipping promotions may be offered from time to time and will be clearly indicated at checkout.

We offer multiple payment methods for nationwide delivery. Cash on Delivery is available for all orders shipped within Iraq. You pay the full order amount in cash to the courier when your package is delivered. Please prepare the exact change if possible, as couriers may not always carry sufficient change for large bills. Cash on Delivery orders that are refused upon delivery will be returned to our Erbil store, and you will be responsible for the return shipping fee. Online payment by credit card is available at checkout. Paying online helps us process your order faster and reduces delivery time. Customers who pay online receive priority handling for express shipping requests. Bank card payment upon delivery is available through our courier's mobile payment terminal in most major cities. This service may not be available in all governorates.

Because our store is located in Erbil, Family Mall - Ground Floor near Family Fun Gate, you may choose to pick up your order directly from our physical store at no additional cost. Simply select In-Store Pickup at checkout. You will receive a confirmation message when your order is ready for pickup. Please bring your order confirmation and a valid ID when collecting your order.

Once your order is dispatched from our Erbil store, you will receive a confirmation message via WhatsApp or SMS containing your tracking number and a link to track your shipment. Standard Shipping orders can be tracked through our website or through the Boxy platform. Express Shipping orders can be tracked directly on the DHL website using your tracking number. For questions about your shipment status, contact our support team via phone at 0750 789 6778 or 0770 425 0044, or through WhatsApp with your order number.

If the courier is unable to deliver your order because you were not present at the delivery address, the address provided was incorrect or incomplete, you did not answer phone calls or WhatsApp messages from the courier, or you refused to accept the package, the order will be returned to our Erbil store. We will make two delivery attempts for each order. After the first failed attempt, we will contact you to schedule a re-delivery. Each re-delivery attempt incurs a fee of 5,000 IQD, payable by the customer before the re-delivery is made. After two failed delivery attempts, the order will be cancelled. For Cash on Delivery orders, no payment will have been collected. For orders paid online, refunds will be issued minus the re-delivery fees incurred and a processing fee of 10 percent of the order value.

For deliveries within Erbil city, delivery typically takes 1 business day. Our store location allows us to offer faster processing and dispatch for local customers. Standard Shipping fees for Erbil addresses start from 3,000 IQD. For deliveries to Baghdad and central governorates including Najaf, Karbala, Hillah, and Diwaniyah, delivery typically takes 2 to 4 business days. For deliveries to southern governorates including Basra, Nasiriyah, Amarah, and Samawah, delivery typically takes 4 to 5 business days. For deliveries to northern and western governorates including Mosul, Kirkuk, Ramadi, and Fallujah, delivery typically takes 4 to 6 business days. For deliveries to Sulaymaniyah and Dohuk within the Kurdistan Region, delivery typically takes 2 to 3 business days.

All small appliances sold from our Erbil store comply with Iraqi quality standards. As mandated by the Iraqi Ministry of Planning, all electrical appliances carry the required Iraqi quality barcode, include clear information about the country of origin, the name of the importer or manufacturer, electrical specifications including voltage, frequency, and power, and energy safety and consumption efficiency labels.

For all orders shipped from our Erbil store, prices displayed at checkout include all applicable Iraqi taxes. The standard Value Added Tax rate in Iraq is 15 percent, calculated on the total value of the goods. Small appliances and electronics are subject to a customs duty rate of approximately 20 percent. We use Delivered Duty Paid (DDP) pricing for all orders, meaning that all taxes and duties are included in the final price you pay at checkout. You will not be asked to pay any additional fees upon delivery.

For defective products, you must notify us within 3 days of receiving the product. Provide clear photos or a short video showing the defect, along with your order number. After our team evaluates and approves the return, we will arrange for the product to be collected from your location. Once the returned product is received and inspected at our Erbil store, a refund will be processed through your original payment method within 7 business days. Replacement may be offered instead of refund at our discretion. For change of mind, returns are accepted within 7 days of delivery only if the product is unused, in its original packaging with all tags and accessories intact, and in re-sellable condition. You are responsible for returning the product to our Erbil store at your own cost. Once received and inspected, a refund will be processed minus a restocking fee of 15 percent of the product price. Change of mind returns do not apply to personalized products, products with broken seals, or items that have been used or installed. Non-returnable items include products that have been used, installed, or show signs of wear, products missing original packaging, accessories, or manuals, personalized or custom-order items, and products with seals broken for hygiene reasons. For returns from outside Erbil, you may ship the product back to our Erbil store using any courier service. We recommend using a trackable shipping method, as we cannot be responsible for items lost in transit back to us. The return shipping address is our store address: Erbil, Family Mall - Ground Floor near Family Fun Gate.

For any questions about your delivery, to cancel an order, or to request a return, contact our support team by phone at 0750 789 6778 or 0770 425 0044, or via WhatsApp. Please have your order number ready when contacting us. We respond to all delivery-related inquiries within 24 hours, Sunday through Thursday. For urgent delivery issues, please call our support line directly during business hours, 9:00 AM to 6:00 PM Iraq time. You may also visit our physical store in Erbil, Family Mall - Ground Floor near Family Fun Gate, during business hours for in-person assistance.

Delivery times are estimates and not guaranteed. Factors beyond our control including weather conditions, security situations, public holidays, or courier delays may affect delivery times. We will notify you promptly of any significant delays. For high-value orders, we recommend purchasing shipping insurance. Insurance options will be presented at checkout. By placing an order, you confirm that you have read and agreed to this shipping policy. We reserve the right to update this policy at any time. Changes will be posted on our website. All deliveries are land-based only from our Erbil store location. We do not use sea freight or ocean shipping for any orders.