Shipping Policy

Shipping Policy

This Shipping Policy explains how VOX Frames, operated by ANSH GLOBAL GENERAL TRADING LLC, handles order processing, delivery areas, shipping charges, estimated delivery times and delivery-related issues for customers in the United Arab Emirates.

This policy should be read together with the VOX Frames Terms & Conditions and Return & Refund Policy.

Nothing in this Shipping Policy is intended to remove or restrict any mandatory consumer right available under applicable United Arab Emirates law.

1. Delivery Areas

VOX Frames delivers to supported locations within the United Arab Emirates.

Delivery availability may depend on:

• Emirate

• Area or locality

• Delivery address

• Product type

• Product size or weight

• Product availability

• Courier coverage

• Shipping options currently enabled by VOX Frames

If delivery is not available to a selected location, this will normally be indicated during checkout or communicated before fulfilment.

2. Shipping Charges

Shipping charges are calculated according to the applicable delivery location and active shipping rates configured by VOX Frames.

The applicable delivery charge will normally be displayed during checkout before the order is submitted.

Certain orders may qualify for free delivery where the applicable conditions are met.

Free-delivery conditions may include:

• Minimum order value

• Eligible delivery locations

• Eligible products or categories

• Promotional periods

• Other stated conditions

Free-delivery thresholds and promotional shipping offers may change from time to time before an order is placed.

3. Estimated Delivery Time

Estimated delivery times depend on factors including:

• Delivery location

• Product availability

• Order processing time

• Courier operations

• Order verification

• Weekends

• Public holidays

• Weather conditions

• Transportation disruption

• Events outside reasonable control

Where available, an estimated delivery period may be shown during checkout, on the order confirmation or through subsequent order communications.

Delivery estimates are provided as guidance and are not guaranteed delivery times unless expressly stated otherwise.

4. Order Processing

Orders are normally processed after successful order submission and any required verification.

VOX Frames may contact the customer where additional information is reasonably required before fulfilment.

This may include verification relating to:

• Delivery address

• Contact information

• Product availability

• Payment

• Fraud prevention

• Security

Orders placed outside normal operating hours, during weekends or public holidays may begin processing on the next applicable working day.

5. Product Availability

All deliveries are subject to product availability.

Adding a product to the shopping cart does not guarantee that stock will remain available until the order is successfully submitted and processed.

If a product becomes unavailable after an order has been placed, VOX Frames may contact the customer regarding an appropriate available solution.

This may include:

• Waiting for available stock where agreed

• Selecting an alternative product where agreed

• Cancelling the unavailable item

• Partial fulfilment where appropriate and agreed

• Cancelling the affected order

• Processing any applicable refund where payment has already been collected

6. Delivery Address

Customers are responsible for providing complete and accurate delivery information.

Please ensure that the following information is correct where applicable:

• Customer name

• Reachable mobile number

• Emirate

• City or area

• Street

• Building or villa information

• Apartment, office or unit number

• Landmark

• Postal or location information where applicable

• Relevant delivery instructions

Incorrect, incomplete or unclear delivery information may result in delay or failed delivery.

7. Changing the Delivery Address

If you need to change your delivery address after placing an order, contact VOX Frames as soon as possible.

A delivery-address change cannot be guaranteed after fulfilment has started.

Address changes may not be possible once an order has been:

• Packed

• Dispatched

• Assigned to a courier

• Transferred to a delivery provider

Changing the delivery address may also affect:

• Delivery availability

• Shipping charges

• Estimated delivery time

• Courier assignment

Any applicable change will be communicated where reasonably possible.

8. Delivery Attempts

Customers should provide a reachable mobile number and ensure that the order can reasonably be received at the supplied delivery address.

A courier may contact the customer before or during delivery.

If delivery cannot be completed because:

• The customer cannot be reached

• No authorised person is available to receive the order

• The address is incorrect or incomplete

• Access to the delivery location is unavailable

another delivery attempt or further arrangement may be required.

Where legally permitted, any additional delivery charge arising from repeated customer-caused delivery attempts will be communicated before it is applied.

9. Cash on Delivery

Cash on Delivery may be available for eligible orders and supported delivery locations.

Where Cash on Delivery is selected, customers should ensure that someone is available to receive and pay for the order according to the applicable delivery arrangement.

Cash on Delivery availability may depend on:

• Delivery location

• Order value

• Product type

• Operational requirements

• Courier support

VOX Frames may contact the customer to confirm a Cash on Delivery order where reasonably necessary.

10. Order Tracking

Where tracking information is available, customers may receive shipment or order-status updates.

Customers may also use the VOX Frames Track Order feature where supported.

Tracking information may take some time to update after an order has been dispatched.

The availability and frequency of courier tracking updates may depend on the delivery provider.

11. Delayed Deliveries

VOX Frames aims to deliver orders within the estimated delivery period, but delays may occasionally occur.

Possible causes include:

• Courier delays

• High order volumes

• Product availability issues

• Incorrect delivery information

• Customer unavailability

• Public holidays

• Severe weather

• Transportation disruption

• Technical or operational issues

• Security restrictions

• Events outside reasonable control

Where VOX Frames becomes aware of a significant delivery issue, we will aim to provide appropriate information or available options where reasonably possible.

Customers may contact VOX Frames support for assistance with substantially delayed orders.

12. Split or Partial Deliveries

In some circumstances, products within the same order may be delivered separately.

This may occur because of:

• Product availability

• Different fulfilment locations

• Product size or handling requirements

• Courier arrangements

• Operational requirements

Where practical, customers will be informed if an order is expected to arrive in separate deliveries.

A partial delivery does not necessarily mean that remaining items have been cancelled.

13. Receiving Your Order

Customers should inspect the package and products as soon as reasonably practical after delivery.

Where applicable, please verify:

• The package belongs to your order

• The correct products were delivered

• The expected quantity was received

• Visible damage is not present

• Included accessories or components are present

If there is a material problem with the delivery, contact VOX Frames as soon as reasonably possible.

14. Damaged, Defective or Incorrect Products

If a product arrives:

• Damaged

• Defective

• Incorrect

• Materially different from the confirmed order

please contact VOX Frames customer support.

We may request relevant supporting information such as:

• Order number

• Product details

• Photographs of the product

• Photographs of the packaging

• Delivery-label information

• Photographs or videos showing the issue

Please keep the relevant product, packaging and included accessories until the issue has been reviewed.

Eligible cases will be handled according to the VOX Frames Return & Refund Policy and applicable consumer-protection requirements.

15. Missing Items or Accessories

If an order arrives with missing products, parts or accessories, please contact VOX Frames customer support.

We may ask for photographs of:

• The outer packaging

• Delivery label

• Products received

• Contents of the package

After review, VOX Frames will provide an appropriate available solution.

16. Failed or Undeliverable Orders

An order may be returned or held by the courier where delivery cannot reasonably be completed.

Possible reasons include:

• Incorrect delivery address

• Incomplete address

• Invalid contact information

• Repeated unsuccessful delivery attempts

• Customer refusal

• Customer unavailability

• Delivery-location restrictions

• Security or access restrictions

VOX Frames may contact the customer to determine the appropriate next step.

Depending on the circumstances, this may involve:

• Another delivery attempt

• Address correction

• Collection arrangement

• Cancellation

• Return to VOX Frames

Where additional costs arise solely because of customer-provided incorrect information or repeated customer-caused delivery failure, any applicable charge will be communicated where legally permitted.

17. Refused Deliveries

If a customer refuses delivery without an applicable legal or agreed reason, VOX Frames may treat the order according to the applicable cancellation or return process.

Cash on Delivery refusal or repeated refusal may result in additional order verification for future purchases where reasonably necessary.

This does not affect rights concerning damaged, defective, incorrect or legally non-conforming goods.

18. Delivery Charges & Promotions

Shipping charges, free-delivery thresholds and promotional delivery offers may change from time to time before an order is submitted.

The delivery charge displayed and confirmed during checkout will normally apply to the order.

If an obvious technical or system error affects a delivery charge, VOX Frames may contact the customer before fulfilment to provide the appropriate available options.

19. Remote or Restricted Delivery Locations

Certain remote, restricted or difficult-to-access locations may:

• Require additional delivery time

• Have limited courier availability

• Require alternative delivery arrangements

• Not be supported by a particular delivery provider

Where additional delivery charges apply, they should be communicated before the applicable arrangement is completed.

20. Events Outside Reasonable Control

Delivery may be affected by events outside VOX Frames's reasonable control, including significant:

• Weather events

• Transport disruption

• Government restrictions

• Infrastructure failures

• Telecommunications failures

• Courier network disruption

• Public emergencies

• Other major operational interruptions

Where possible, VOX Frames will aim to communicate significant known impacts and appropriate available options.

Nothing in this section removes any mandatory consumer right that applies under UAE law.

21. Order Cancellation Before Dispatch

Customers may request cancellation before the order has progressed beyond a stage at which cancellation remains reasonably possible.

Once an order has been dispatched or transferred to a delivery provider, cancellation may no longer be possible.

The request may then need to be handled under the applicable Return & Refund Policy after delivery.

Approved prepaid cancellations will be handled using the applicable refund process.

22. Returns After Delivery

Delivery of an order does not prevent an eligible customer from requesting a return, replacement, repair or refund where applicable.

Return eligibility and procedures are governed by the VOX Frames Return & Refund Policy and applicable consumer rights.

23. Changes to This Shipping Policy

VOX Frames may update this Shipping Policy when delivery areas, courier arrangements, shipping rates, fulfilment processes, payment methods, business operations or applicable requirements change.

The latest version will be published on this page.

Where available, the page will display the date on which the policy was last updated.

24. Contact Us

If you have questions about delivery, tracking or an existing order, please contact VOX Frames customer support.

Email: [email protected]

When contacting us about an existing order, please include the relevant order number where available.

Please do not send passwords, complete payment-card information or other unnecessary sensitive information by email.