Shipping policy

SHIPPING & DELIVERY POLICY

Effective Date: August 22, 2026
Last Updated: August 22, 2026
Store Name: hirfajo
Website: https://hirfajo.com
Customer Service: +962792028099

1. INTRODUCTION

This Shipping & Delivery Policy (“Shipping Policy”) explains the terms and conditions applicable to the delivery of products purchased from [Store Name] (“Store,” “we,” “us,” or “our”).

By placing an order through our website, social media accounts, messaging platforms, telephone, or any other official sales channel operated by the Store, the Customer (“Customer,” “you,” or “your”) acknowledges and agrees to the applicable delivery procedures described in this Policy, subject to any mandatory rights provided under applicable law.

Our goal is to provide a reliable, efficient, and transparent delivery experience while clearly explaining the responsibilities of both the Store and the Customer.

Nothing in this Policy is intended to exclude, restrict, or waive any mandatory right or remedy that cannot legally be excluded or limited under applicable law.

2. DELIVERY AREA

We currently provide delivery services within the areas and locations supported by our delivery partners.

Delivery availability may depend on:

  • Customer location;
  • Delivery partner coverage;
  • Accessibility of the delivery address;
  • Weather conditions;
  • Security restrictions;
  • Road conditions;
  • Temporary closures;
  • Public holidays;
  • Other circumstances outside the Store's reasonable control.

Certain remote, restricted, or difficult-to-access areas may require additional delivery time or additional delivery charges.

The Customer will be informed of any applicable additional delivery charge before the order is dispatched whenever reasonably possible.

3. ORDER PROCESSING

Orders are normally processed after the Store receives and confirms the order.

Processing may include:

  1. Receiving the order;
  2. Verifying the order information;
  3. Confirming product availability;
  4. Preparing the product;
  5. Packaging the order;
  6. Providing the order to the delivery provider.

Order processing time is separate from delivery time.

An estimated delivery period provided by the Store or delivery provider may include both processing and transportation time.

4. DELIVERY ESTIMATES

The Store may provide an estimated delivery period at the time of purchase.

Delivery estimates are provided in good faith and are not necessarily guaranteed delivery deadlines unless expressly stated otherwise.

Delivery may take longer due to circumstances including:

  • High order volume;
  • Public holidays;
  • Weekends;
  • Weather;
  • Traffic;
  • Road closures;
  • Courier delays;
  • Incorrect customer information;
  • Customer unavailability;
  • Failed delivery attempts;
  • Remote locations;
  • Technical issues;
  • Unexpected operational circumstances;
  • Events beyond the Store's reasonable control.

The Store will make reasonable efforts to assist Customers where significant delivery delays occur.

5. SAME-DAY DELIVERY

Where same-day delivery is offered, it may only be available for eligible orders placed before the applicable daily cut-off time and within supported delivery areas.

Same-day delivery may not be available during:

  • Public holidays;
  • High-demand periods;
  • Severe weather;
  • Exceptional traffic conditions;
  • Delivery partner capacity limitations;
  • Other circumstances affecting delivery operations.

If same-day delivery cannot reasonably be completed, the Store may arrange delivery on the next available delivery date.

6. DELIVERY FEES

Delivery fees will be communicated to the Customer before the order is finalized where applicable.

Delivery charges may vary depending on:

  • Delivery location;
  • Order size;
  • Delivery method;
  • Promotional offers;
  • Courier charges;
  • Remote-area surcharges;
  • Special delivery requirements.

The Store reserves the right to change delivery charges for future orders.

Any applicable delivery fee for an order will be communicated before the order is confirmed.

7. FREE DELIVERY PROMOTIONS

From time to time, the Store may offer free delivery promotions.

Free delivery promotions may be subject to conditions such as:

  • Minimum order value;
  • Specific products;
  • Specific locations;
  • Specific promotional periods;
  • Specific payment methods;
  • Limited-time campaigns.

The exact terms of any free-delivery promotion will be communicated at the time the promotion is offered.

Unless otherwise stated, free delivery applies only to the original delivery of the order and may not automatically apply to subsequent returns, exchanges, re-deliveries, or failed delivery attempts.

Mandatory consumer rights remain unaffected.

8. CUSTOMER DELIVERY INFORMATION

The Customer is responsible for providing accurate and complete delivery information.

This may include:

  • Full name;
  • Active telephone number;
  • Area;
  • City;
  • Street name;
  • Building number;
  • Apartment number;
  • Floor;
  • Nearby landmark;
  • Delivery instructions where applicable.

The Store is not responsible for delays or failed deliveries caused by incorrect, incomplete, or misleading information provided by the Customer, to the extent permitted by applicable law.

9. TELEPHONE NUMBER

The Customer must provide a valid telephone number that can be used by the delivery provider to contact them.

The Customer should ensure that the phone number:

  • Is correct;
  • Is active;
  • Can receive calls;
  • Can receive relevant messages where applicable.

If the delivery provider cannot contact the Customer because the provided telephone number is incorrect, unavailable, switched off, blocked, or otherwise unreachable, delivery may be delayed or unsuccessful.

10. CUSTOMER AVAILABILITY

The Customer is responsible for being reasonably available to receive the order at the agreed delivery location.

If the Customer is unavailable, the delivery provider may attempt to contact the Customer and/or arrange another delivery attempt.

Additional delivery attempts may be subject to additional charges where permitted by applicable law and where the failed delivery resulted from circumstances attributable to the Customer.

11. FAILURE TO ANSWER THE COURIER

If the Customer does not answer calls or messages from the delivery provider, the delivery may be delayed.

The Store may request the delivery provider to make another attempt where possible.

Repeated failure to respond may result in the order being returned to the Store.

If the order is returned due to the Customer's failure to respond, the Store may contact the Customer to arrange:

  • Re-delivery;
  • Order cancellation;
  • Another available solution.

Any applicable additional delivery charges may be communicated to the Customer before re-delivery.

12. REFUSAL TO ACCEPT DELIVERY

If the Customer refuses to accept an order that matches the confirmed order details, the Store may treat the situation as a failed delivery.

Where permitted by applicable law, the Customer may be responsible for reasonable delivery or return costs resulting from the refusal.

The Store may contact the Customer to determine whether:

  • The order should be cancelled;
  • The order should be reshipped;
  • Another solution is appropriate.

This provision does not limit any mandatory legal right available to the Customer.

13. CUSTOMER REQUESTED DELIVERY CHANGES

Customers should contact the Store as soon as possible if they need to change:

  • Delivery address;
  • Telephone number;
  • Delivery date;
  • Delivery instructions.

A requested change may not always be possible after the order has been dispatched.

If the order has already been transferred to the delivery provider, the Store may need to coordinate the requested change with the courier.

Any additional cost resulting from a Customer-requested change may be charged where permitted by applicable law.

14. DELIVERY ADDRESS CHANGES AFTER DISPATCH

Once an order has been dispatched, changing the delivery address may cause:

  • Additional delivery time;
  • Additional delivery charges;
  • A failed delivery attempt;
  • Re-routing restrictions.

The Store does not guarantee that an address change will be possible after dispatch.

The Store will make reasonable efforts to assist where possible.

15. DELIVERY TO THIRD PARTIES

The Customer may request that an order be delivered to another person at the designated delivery address.

The Customer is responsible for ensuring that the recipient is authorized to receive the order.

Where appropriate, the delivery provider may request confirmation of the recipient's identity or other reasonable information.

Once the order has been properly delivered to the designated recipient at the confirmed address, the delivery may be considered completed, subject to applicable law and the delivery provider's procedures.

16. DELIVERY CONFIRMATION

The delivery provider may record delivery information such as:

  • Delivery date;
  • Delivery time;
  • Recipient name;
  • Delivery status;
  • Telephone confirmation;
  • Electronic confirmation;
  • Other delivery-related information.

Such information may be used by the Store to investigate delivery disputes.

If a Customer claims that an order was not received despite a recorded delivery, the Store may investigate the matter with the delivery provider.

17. PACKAGE INSPECTION

Customers are encouraged to inspect the package upon delivery.

Where the package appears visibly damaged, the Customer should, where reasonably possible:

  1. Photograph the package before opening it;
  2. Photograph the shipping label;
  3. Photograph the visible damage;
  4. Contact the Store promptly;
  5. Avoid unnecessarily damaging or discarding the packaging.

Photographs and videos may help the Store investigate a delivery-related claim.

18. DAMAGE DURING DELIVERY

If a product appears to have been damaged during transportation, the Customer should contact the Store promptly.

The Store may request:

  • Order number;
  • Photographs;
  • Video;
  • Packaging photographs;
  • Shipping label;
  • Description of the damage.

The Store may investigate the matter with the delivery provider.

Where the Store or its delivery provider is responsible for the damage, the Store will provide the remedy required by applicable law.

19. OPENING THE PACKAGE

Customers should handle the package carefully when opening it.

Customers should avoid using sharp objects in a manner that could damage the product inside the package.

If possible, Customers are encouraged to record an unboxing video for high-value or fragile orders.

An unboxing video may assist in investigating disputes involving:

  • Missing items;
  • Damaged products;
  • Incorrect products;
  • Packaging issues.

Failure to provide an unboxing video does not automatically eliminate any legal right or legitimate claim.

20. WRONG OR MISSING PRODUCT

If the Customer receives a product different from the product ordered, or an item appears to be missing, the Customer should contact the Store as soon as reasonably possible.

The Customer may be asked to provide:

  • Order number;
  • Photographs of the received items;
  • Photographs of the package;
  • Photograph of the shipping label;
  • Video evidence where available.

The Store will investigate the issue and provide an appropriate remedy where the Store is responsible, subject to applicable law.

21. FAILED DELIVERY

A delivery may be considered unsuccessful where:

  • The Customer cannot be reached;
  • The address is incorrect;
  • The address is incomplete;
  • The Customer refuses delivery;
  • The Customer is unavailable after reasonable delivery attempts;
  • The delivery location cannot reasonably be accessed;
  • The Customer requests cancellation after dispatch;
  • Other circumstances attributable to the Customer prevent delivery.

Where applicable, the Store may contact the Customer to arrange another delivery attempt.

22. RE-DELIVERY

If an order must be delivered again because of a circumstance attributable to the Customer, the Store may apply an additional delivery charge where permitted by applicable law.

Examples may include:

  • Incorrect address;
  • Incorrect phone number;
  • Customer unavailable;
  • Customer refusal;
  • Failure to respond to the courier;
  • Customer-requested rescheduling;
  • Failure to provide reasonable delivery instructions.

Any applicable charge should be communicated to the Customer before re-delivery.

23. RETURNED SHIPMENTS

If a shipment is returned to the Store by the courier, the Store may contact the Customer.

Depending on the circumstances, the Customer may be offered:

  • Re-delivery;
  • Cancellation;
  • Another mutually agreed solution.

If the failed delivery resulted from information or actions attributable to the Customer, reasonable delivery and return costs may apply where permitted by law.

24. REMOTE AND HARD-TO-REACH AREAS

Certain locations may require:

  • Additional delivery time;
  • Additional delivery charges;
  • Delivery to a designated nearby location;
  • Additional coordination with the Customer.

The Store will communicate any applicable additional requirements where reasonably possible.

25. PUBLIC HOLIDAYS AND WEEKENDS

Delivery schedules may be affected by:

  • Public holidays;
  • Fridays or other non-operational days;
  • Courier working schedules;
  • Store working hours;
  • National events;
  • Seasonal demand.

Estimated delivery times should therefore be considered in light of the operating schedules of both the Store and the delivery provider.

26. WEATHER CONDITIONS

Severe weather may cause delivery delays.

Examples include:

  • Heavy rain;
  • Flooding;
  • Snow;
  • Extreme heat;
  • Sandstorms;
  • Dangerous road conditions;
  • Other severe weather events.

The Store will make reasonable efforts to continue processing orders, but delivery safety will take priority over delivery speed.

27. TRAFFIC AND ROAD CONDITIONS

Delivery times may be affected by:

  • Traffic congestion;
  • Road closures;
  • Accidents;
  • Construction;
  • Public events;
  • Security restrictions;
  • Detours;
  • Other transportation conditions.

Such delays do not automatically constitute a failure by the Store to fulfill an order.

28. FORCE MAJEURE

The Store shall not be responsible for delays or failures caused by circumstances beyond its reasonable control, to the extent permitted by applicable law.

Such circumstances may include:

  • Natural disasters;
  • Severe weather;
  • Floods;
  • Earthquakes;
  • Fire;
  • War;
  • Civil unrest;
  • Government restrictions;
  • Epidemics or pandemics;
  • Strikes;
  • Transportation disruptions;
  • Courier system failures;
  • Major technical failures;
  • Power outages;
  • Telecommunications failures;
  • Other extraordinary events.

The Store will make reasonable efforts to resume normal delivery operations as soon as reasonably possible.

29. DELIVERY PROVIDERS

The Store may use third-party delivery companies, couriers, or independent delivery providers.

The Store may provide the delivery provider with information necessary to complete the delivery.

The Store will make reasonable efforts to work with reputable delivery providers.

However, delivery schedules may depend partly on the delivery provider's operational capacity.

Where a delivery issue occurs, the Store may communicate with the delivery provider on behalf of the Customer.

30. COURIER COMMUNICATION

Customers may receive calls, SMS messages, WhatsApp messages, or other communications from the delivery provider regarding their order.

Customers should respond promptly where necessary to facilitate delivery.

Customers should never provide payment-card passwords, PINs, one-time authentication codes, or other confidential security information to a courier.

31. PAYMENT ON DELIVERY

Where Cash on Delivery (“COD”) is available, the Customer must pay the amount communicated at the time of purchase.

The Customer should verify the order amount before completing payment.

If the Customer believes that the amount requested differs from the confirmed order amount, the Customer should contact the Store before making payment where reasonably possible.

32. DELIVERY OF MULTIPLE PRODUCTS

If an order contains multiple products, the Store may, depending on stock availability and operational circumstances:

  • Ship all products together;
  • Ship products separately;
  • Contact the Customer regarding partial fulfillment.

If an order is split into multiple shipments, the Customer may receive more than one delivery.

33. OUT-OF-STOCK PRODUCTS

If an ordered product becomes unavailable before dispatch, the Store may contact the Customer to discuss an appropriate solution.

Depending on the circumstances, the Customer may be offered:

  • An alternative product;
  • A replacement;
  • A refund;
  • Cancellation;
  • Another mutually agreed solution.

34. ORDER TRACKING

Where tracking is available, the Store or delivery provider may provide tracking information to the Customer.

Tracking information is supplied for convenience and may occasionally be delayed or inaccurate due to courier-system updates.

The Customer should contact the Store if tracking information appears inconsistent or has not been updated for an unusually long period.

35. DELIVERY ESTIMATE DISCLAIMER

Any delivery timeframe communicated by the Store is an estimate unless expressly stated otherwise.

The Store does not guarantee a specific delivery date unless a specific guaranteed delivery service has been expressly purchased and confirmed.

A delay does not automatically entitle the Customer to compensation unless such compensation is required by applicable law or expressly agreed by the Store.

36. ORDER CANCELLATION BEFORE DISPATCH

Customers wishing to cancel an order should contact the Store as soon as possible.

If the order has not yet been processed or dispatched, the Store will make reasonable efforts to accommodate the cancellation.

Once an order has been dispatched, cancellation may no longer be possible and the Customer may need to follow the applicable return procedure.

Mandatory cancellation rights remain unaffected.

37. ORDER CANCELLATION AFTER DISPATCH

If the Customer requests cancellation after dispatch, the Store may be unable to stop the shipment immediately.

Depending on the circumstances, the Customer may need to:

  • Receive the shipment;
  • Follow the applicable return procedure;
  • Refuse delivery where appropriate.

Any applicable costs will be handled according to applicable law and the Store's applicable return policy.

38. ADDRESS CONFIDENTIALITY

The Store will use customer delivery information for legitimate purposes related to:

  • Order processing;
  • Delivery;
  • Customer service;
  • Returns;
  • Exchanges;
  • Warranty claims;
  • Legal or regulatory requirements.

Customer information will be handled according to the Store's Privacy Policy and applicable law.

39. DELIVERY TO BUSINESSES AND OFFICES

If an order is delivered to a workplace, office, hotel, reception desk, security desk, or other shared location, the Customer is responsible for providing appropriate delivery instructions.

The Store may consider delivery completed when the order is delivered to the designated recipient, reception area, security desk, or other authorized location, subject to applicable law and the circumstances of the delivery.

40. DELIVERY TO BUILDINGS WITH RESTRICTED ACCESS

If access to a building, residential complex, office, or other location is restricted, the Customer should provide appropriate instructions.

The courier may be unable to enter restricted areas.

The Customer may be required to meet the courier at an accessible location where reasonably necessary.

41. CUSTOMER REQUESTED SPECIAL DELIVERY INSTRUCTIONS

The Customer may provide special instructions such as:

  • Call before arrival;
  • Leave with reception;
  • Meet at a specific entrance;
  • Deliver during a particular period.

The Store will attempt to communicate such instructions to the delivery provider where possible.

However, special instructions cannot always be guaranteed.

42. UNAUTHORIZED DELIVERY LOCATIONS

The Store may not be able to deliver to locations that are:

  • Unsafe;
  • Restricted;
  • Inaccessible;
  • Outside courier coverage;
  • Prohibited by the delivery provider;
  • Otherwise unsuitable for normal delivery.

In such cases, the Store may contact the Customer to arrange an alternative delivery location.

43. DELIVERY CLAIMS

Customers should report delivery-related problems promptly.

Claims may include:

  • Non-delivery;
  • Wrong product;
  • Missing item;
  • Damaged product;
  • Damaged packaging;
  • Delivery to the wrong address;
  • Other delivery-related issues.

The Store may investigate claims using available order and courier records.

44. NON-DELIVERY CLAIMS

If a Customer claims that an order was not received, the Store may investigate the claim with the delivery provider.

The investigation may consider:

  • Tracking information;
  • Delivery records;
  • Telephone communications;
  • Delivery confirmation;
  • Customer address;
  • Courier records;
  • Other relevant evidence.

The Store will take reasonable steps to resolve legitimate non-delivery claims in accordance with applicable law.

45. DELIVERY FRAUD AND ABUSE

The Store reserves the right to investigate claims that reasonably appear fraudulent or abusive.

Examples may include:

  • Repeated false claims of non-delivery;
  • False claims of missing products;
  • False claims of damaged products;
  • Providing deliberately incorrect addresses;
  • Repeated refusal of correctly fulfilled orders;
  • Attempting to obtain products without payment;
  • Other conduct indicating intentional abuse.

Where permitted by law, the Store may take reasonable steps to protect itself from fraudulent activity.

46. CUSTOMER RESPONSIBILITY FOR ORDER SECURITY

Customers should ensure that delivery information is not publicly exposed unnecessarily.

Customers should not provide their order information or delivery details to unknown individuals claiming to represent the Store unless the communication can reasonably be verified.

The Store will not request passwords, banking PINs, or one-time authentication codes from Customers.

47. INTERNATIONAL SHIPPING

Unless expressly stated otherwise, this Shipping Policy applies to domestic deliveries supported by the Store.

International shipping, if offered in the future, may be subject to separate terms relating to:

  • Customs;
  • Import duties;
  • Taxes;
  • Customs clearance;
  • Restricted products;
  • Delivery time;
  • International courier requirements.

The Customer may be responsible for applicable customs duties or import charges where required by law and where clearly communicated before purchase.

48. DELIVERY COSTS AND RETURNS

Delivery charges are separate from product prices unless the Store expressly states that delivery is included.

Where a return is requested for a reason attributable to the Customer, delivery or return costs may apply where permitted by applicable law.

Where the Store is responsible for a defective, incorrect, or damaged product, the applicable shipping costs will be handled according to applicable law and the circumstances of the claim.

49. PROOF OF DELIVERY

The Store may rely on reasonable proof of delivery provided by its delivery provider.

Proof of delivery may include:

  • Electronic confirmation;
  • Recipient confirmation;
  • Delivery timestamp;
  • Courier records;
  • Delivery location information;
  • Other reasonable evidence.

Such evidence may be reviewed together with other information when resolving disputes.

50. DELIVERY TERMS FOR PROMOTIONAL ORDERS

Promotional campaigns may include special delivery terms.

Examples may include:

  • Free delivery;
  • Reduced delivery fees;
  • Limited-area delivery;
  • Minimum order requirements;
  • Limited-time delivery offers.

The promotional terms communicated at the time of purchase will apply, subject to applicable law.

51. CUSTOMER SERVICE

Customers experiencing delivery problems should contact the Store through the official customer-service channels.

When contacting Customer Service, Customers should provide:

  • Full name;
  • Order number;
  • Telephone number;
  • Delivery address;
  • Description of the issue.

Providing complete information may help the Store resolve the issue more quickly.

52. POLICY UPDATES

The Store may update this Shipping Policy from time to time.

Updates may be made to reflect:

  • Changes in delivery partners;
  • Changes in delivery areas;
  • Changes in pricing;
  • Changes in operational procedures;
  • Changes in applicable law;
  • Changes in business practices.

The version applicable to an order will generally be the version communicated or made available at the time of purchase, subject to mandatory legal requirements.

53. NO WAIVER OF LEGAL RIGHTS

Nothing in this Shipping Policy is intended to remove or limit any mandatory consumer right provided under applicable law.

If any provision of this Policy conflicts with a mandatory legal requirement, the mandatory legal requirement shall prevail to the extent of the conflict.

The remaining provisions shall continue to apply to the maximum extent permitted by law.

54. CONTACT INFORMATION

For questions regarding shipping and delivery, please contact:

Store Name: hifajo
Website: https:hirfajo.com
WhatsApp: +962792028099
Instagram: hirfajo

Please include your order number when contacting Customer Service regarding an existing order.

55. FINAL STATEMENT

We are committed to processing and delivering orders as efficiently and safely as reasonably possible.

We understand that delivery is an important part of the purchasing experience and will make reasonable efforts to assist Customers with delivery-related issues.

At the same time, Customers are expected to provide accurate delivery information, remain reasonably available to receive their orders, respond to delivery communications, and handle delivered products with reasonable care.

This Policy is intended to establish clear expectations and reduce misunderstandings while preserving all mandatory rights and obligations under applicable law.

Thank you for choosing hirfajo.