Shipping Policy

UAE Delivery Coverage

We currently deliver within the United Arab Emirates only. We do not offer international shipping at this time.

To help us deliver your order correctly, please provide a valid delivery address, email address and contact number at checkout. We are not responsible for delays caused by incorrect, incomplete or unreachable delivery details.

Large Item Delivery and Access

Many of our products are large, heavy or fragile. Before placing your order, please make sure there is suitable access for delivery.

You are responsible for checking access, including:

building entry and security access

parking, loading or delivery access

lift size and lift availability

stairs, narrow corridors and door widths

any access restrictions in apartments, villas, communities or buildings

Delivery may not include moving products through difficult access areas, lifting over balconies, specialist handling, unpacking, assembly, installation or removal of packaging unless agreed in writing.

Failed Delivery or Unavailable Recipient

Someone must be available to receive and sign for the order at the delivery address.

If the recipient is unavailable, the delivery company may contact you by phone, text, email or WhatsApp to arrange another delivery attempt. Additional delivery charges may apply where a delivery fails because the customer is unavailable, the address is incorrect, access is not available or delivery is refused without valid reason.

If a customer fails to take delivery, we may store the product for a limited period and contact the customer to rearrange delivery. If delivery cannot be completed after reasonable attempts, we may cancel the order and process any refund in accordance with our Returns & Refunds Policy, less any applicable delivery, return or storage costs.

Installation and Third-Party Trades

We do not offer installation, assembly, wall mounting, electrical work, joinery or media wall construction services at this time.

We can provide product guidance, sizing advice and general installation information, but customers are responsible for arranging suitable third-party installation where required.

Do not book installers, electricians, joiners, decorators or contractors until your order has been delivered, checked, and confirmed as complete and undamaged. We are not responsible for third-party labour costs, missed appointments, project delays or contractor charges where work has been booked before the product has been checked.

Damaged, Missing or Incorrect Items

Please inspect your order as soon as it is delivered. Any damage, missing parts or incorrect items should be reported within 48 hours of delivery.

Please email sales@evolutionfires.ae with:

Your order number

Your contact details

A clear description of the issue

Photos or video of the product

Photos of the packaging and delivery labels where relevant

Where a product is confirmed to be damaged in transit, faulty, incomplete or incorrectly supplied, we will review the issue and may arrange repair, replacement, collection or refund depending on the circumstances.

Delays Outside our Control

Delivery dates are estimates and may be affected by circumstances outside our reasonable control, including courier delays, road restrictions, building access issues, supplier delays, stock availability, weather, customs or regulatory matters, public holidays, operational disruption or force majeure events.

If delivery is delayed, we will contact you where reasonable and provide an updated delivery estimate. If a delay is significant and the new delivery date is not acceptable, you may contact us to discuss cancellation and refund options in accordance with our Terms & Conditions and Returns & Refunds Policy.

Risk and Acceptance

Risk passes to the customer once the product has been delivered to the address provided and signed for, except where the product is damaged in transit, incomplete or incorrectly supplied and reported in accordance with this policy.

Please check the order before installation, assembly, joinery work, media wall construction or third-party contractor work begins.

Shipping Contact Details

For delivery and shipping questions, please contact us:

Email: sales@evolutionfires.ae

Phone: +971 58 532 5515

Business hours: Monday to Sunday, 8 AM to 6 PM

Your UAE Consumer Rights

This Shipping Policy is provided in addition to any rights you may have under applicable UAE consumer protection laws. Nothing in this policy is intended to exclude or limit rights that cannot legally be excluded.