Shipping & Returns

Shipping

We ship internationally from the United Arab Emirates (UAE). We offer a flat rate of USD 5 in the UAE and USD 20 anywhere else in the world.

Simply add your full address and telephone number when you check out.

Your order will ship in 5 to 7 business days. It could take another 4 to 7 days to reach you in the UAE, or up to 10 days depending on where you’re sending it internationally. 

We’ll email you with a link to track your order when your shopping is on the way to you.

We ship by courier, so you will need someone there to receive and sign for your package when it arrives.

As the customer, it’s up to you to check whether the parts can lawfully be imported into the destination country.  

Import and courier delivery fees in your country  

Our flat shipping rate covers the cost to send the items from the UAE. However it does not cover VAT, customs and import charges, or the courier delivery fee in the destination country.

We don’t have control over these fees as they are set by the destination and by the courier company.

The VAT, customs and import charges will initially be paid by the courier. You will then need to pay the courier directly for these charges along with their delivery fee.

Special orders

Some of our large scale model aircraft and suitcases may cost more to ship. When you shop online, you’ll see that you need to contact us for the shipping rate on these special items. We’ll be in touch with a shipping fee and take you through the steps to place the order. 

Returns & Exchanges

We’re able to offer exchanges but not refunds.

You can ask to exchange a product within 7 days from the date of delivery, as long as it’s due to one if these circumstances:

  • You received the wrong order
  • The product(s) is defective
  • The product(s) is damaged in transit
  • A manufacturer recalls the product(s)

Items bought on a flight

We don’t manage the returns for EmiratesRED inflight retail. To return items you bought on an Emirates flight, please email inflightretail@emirates.com and include a copy of your receipt.

How to return your item

Start by filling the details on this form

or emailing it to us at emiratesofficialstoreonline@emirates.com below are details required:

       o   Your name and billing address
       o   The items you ordered 
       o   Your order number and date of purchase

Then return the item to us in its original undamaged packaging where possible, including the packing slip or your order confirmation if you have it.

Our return address is:
Emirates Official Store
5th Floor, Corp Comms
Events and Promotions
Emirates head quarters
Opp Terminal – 3
Rashidiya,
Dubai, UAE

A few more notes about returns:

• If the item is customised or on final sale, we can’t refund the order.

• Return shipping is paid by the customer.

• The original shipping, duty and tax charges are not refundable.

• We recommend returning the item by recorded delivery with a tracking number, as we are not responsible for any packages that go missing on the way to us. Once we receive your package, we’ll send you the exchange item. 

Return shipping charges
The cost of the return shipping is paid for by the customer, unless we failed to deliver the item. Then we will pay for the shipping, excluding the related taxes and customs fees.

 

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