Shipping policy

Thank you for shopping with Ghazal. Each order is prepared and packed with care before dispatch.

Order processing

Orders are normally processed within 1–2 business days, excluding weekends, public holidays, promotional periods and collection launches.

Processing time is separate from delivery time. Delivery estimates begin once the order has been dispatched and accepted by the shipping carrier.

During launches, holidays or periods of high order volume, processing may take slightly longer.

Delivery estimates

Estimated delivery times are:

Qatar: 1–2 business days
GCC: 3–6 business days
Jordan: 4–7 business days
Türkiye: 4–8 business days
Asia: 5–10 business days
Europe: 5–10 business days
United States and Canada: 6–12 business days

These timeframes are estimates only and are not guaranteed. Customs clearance, local delivery procedures, public holidays, weather, carrier disruptions and other circumstances outside Ghazal’s control may cause delays.

Shipping address and contact information

Customers are responsible for providing:

A complete and accurate delivery address
Building, villa, apartment or unit details where applicable
The correct city, region and postal code
A valid and reachable telephone number
A valid email address

Ghazal is not responsible for delays, failed delivery attempts or non-delivery caused by incomplete, inaccurate or outdated information supplied by the customer.

Please review all details carefully before completing your order. Address changes cannot be guaranteed after an order has been placed.

If a parcel is returned because the address was incorrect, incomplete, refused, unclaimed, or because the customer could not be contacted, the customer will be responsible for any additional delivery or re-shipping charges. Original shipping charges are non-refundable, except where required by applicable law.

Tracking

When tracking information becomes available, it will be sent to the email address or contact details provided with the order.

Customers are responsible for monitoring the tracking updates and being available to receive the parcel. Tracking may take some time to update after dispatch.

Delivery delays

Once an order has been handed to the shipping carrier, delivery is managed by the carrier and the destination country’s postal or customs authorities.

Ghazal is not responsible for carrier or customs delays outside our reasonable control. However, where possible, we will assist the customer in submitting a tracking enquiry or carrier investigation.

Lost parcels

A parcel is not considered lost solely because its tracking has temporarily stopped updating or because delivery is later than the estimated timeframe.

If tracking has not updated for an extended period, please contact us so that an enquiry can be submitted to the carrier.

Ghazal cannot guarantee the outcome or timeframe of a carrier investigation. Refunds or replacements for parcels confirmed as lost will be handled according to the carrier’s findings, the circumstances of the shipment and applicable consumer law.

Ghazal is not responsible for parcels that:

Are marked as delivered by the carrier
Are delivered to the address provided at checkout
Are lost because the customer supplied an incorrect or incomplete address
Are left unclaimed or refused by the customer
Cannot be delivered because the customer was unreachable

Customers should contact the carrier and Ghazal promptly if tracking shows “delivered” but the parcel cannot be located.

Damaged packages

Customers should inspect the package immediately upon delivery.

If the item arrives damaged, incorrect or defective, please contact Ghazal within 48 hours of delivery and provide:

The order number
Clear photographs of the external package
Clear photographs of the shipping label
Clear photographs or video of the item
An unedited opening video, where available

Please keep the product, original packaging and shipping materials until the issue has been reviewed.

Reports submitted after the stated period may be more difficult to verify, but this does not remove any rights that cannot legally be excluded.

Order changes and cancellations

Orders are prepared quickly and may not be changed or cancelled after they have been confirmed.

Please contact Ghazal immediately after ordering if a correction is required. We cannot guarantee that changes can be made once processing has started.

Multiple shipments

An order may occasionally be sent in more than one parcel. Where applicable, separate tracking details may be provided.

Customs and import fees

International orders may be subject to customs duties, taxes, clearance fees or other charges imposed by the destination country. These are not included in the product price or shipping charge unless clearly stated otherwise.

Please review our Customs & Duties Notice for further information.