Shipping policy

UAE Delivery Policy

These terms apply to new orders where supplied before purchase. Existing orders retain the terms, warranties and more favourable binding promises applicable when ordered. A website update does not change an existing contract. Mandatory rights take priority over any conflicting condition.

1. Seller and order timetable / البائع وجدول الطلب

The UAE seller and guarantor is ORION BESPOKE LUXURY ECOMMERCE - FZCO, operating the VORELLI® brand; licence 54543, issued by Dubai Integrated Economic Zones Authority; VAT TRN 104868785700003. Registered address: Building A1, Dubai Digital Park, Dubai Silicon Oasis, Dubai, United Arab Emirates. Customer correspondence: VORELLI® Studio, 504, Floor 5, Sobha Ivory 1, Business Bay, Dubai. Email sales@vorelli.ae; telephone +971 58 565 1225. This is a separate seller from VORELLI LIGHTING LTD in the UK. Return destinations must be coordinated before dispatch; the studio is not automatically a return warehouse.

The delivery period expressly agreed on the product page or quotation when ordering applies. Manufacture, quality checks, dispatch and transit are separate stages. The accepted order must identify when the period starts, whether weeks are calendar or working weeks, specification/payment dependencies and any agreed essential date. A courier transit estimate is not a manufacturing promise. We do not add undisclosed waiting periods, unagreed substitutions or indefinite extensions.

2. Service, costs and access / الخدمة والتكاليف والوصول

Before commitment we confirm destination, delivery charges, VAT, agreed customs/import responsibilities and service scope. We identify whether unloading, room placement, unpacking, packaging removal, lifting, installation or commissioning is included. Tell us about stairs, lifts, restricted access, parking, timed unloading, ceiling height and lifting needs before booking. We remain responsible for our own advice and agreed services. UAE supply is not governed by UK delivery or VAT assumptions. GCC/export sales require destination-specific agreed terms; mandatory destination rights remain.

3. Appointments and requested storage / المواعيد والتخزين المطلوب

If you request a delay or miss an agreed appointment, we agree practical rearrangements. Any lawful additional redelivery, access or storage cost must have a disclosed basis and be explained before agreement where practicable; no undisclosed automatic daily charge applies. No charge is made for our or our carrier’s failure. Storage does not itself mean delivery or transfer mandatory consumer risk. An agreed payment date changes only by agreement or law. One missed delivery is not abandonment or automatic forfeiture.

4. Delay and split deliveries / التأخير والتسليم المجزأ

We explain expected delay promptly, give a realistic update and seek agreement to changes where required. Tell us before purchase if a date is essential. Contractual and mandatory remedies for late or failed delivery remain, including cancellation/refund where the legal conditions apply. Bespoke manufacture does not excuse our breach. We agree split-delivery arrangements, identify outstanding goods and do not impose additional split charges without agreement. Partial delivery does not remove rights for missing items, a commercial unit or the whole contract where applicable.

5. Receipt, damage and packaging / الاستلام والتلف والتغليف

Inspect goods and cartons when practicable. Report apparent damage or shortages promptly, ideally within 48 hours, and concealed faults promptly after discovery, with safe photographs of cartons, labels, supports and goods. This helps investigation and carrier claims; it is not an automatic legal cut-off. A signature does not prove conformity. Do not install an unsafe or visibly damaged item. Keep original packaging until inspection and any agreed return are complete. For onward trade delivery, retain first-delivery and handover evidence.

We investigate our appointed carrier’s loss or damage; you need not pursue that carrier instead of us where we are responsible. Goods remain at our risk until physical receipt by you or your nominated recipient, or handover to your independently appointed carrier only where lawfully agreed. Mandatory risk rules prevail. An agreed voluntary business return requires original protective packaging unless we agree an alternative. For valid damage/fault claims, missing packaging alone does not remove the remedy: contact us for safe packing or collection. See the Returns & Cancellation Policy.

6. Support / الدعم

Email sales@vorelli.ae or call +971 58 565 1225 with your order reference. Ask for management review if unresolved. Terms of Sale · Returns & Cancellation.