Shipping policy

Last updated: 29 May 2026

At Hemingway, we aim to deliver every order safely, professionally, and as quickly as possible. This Shipping Policy explains how we process, ship, and deliver orders placed through Hemingway.ae.

By placing an order with us, you agree to this Shipping Policy together with our Terms of Service, Refund Policy, and Privacy Policy.

1. Delivery Areas

We currently offer delivery within the United Arab Emirates and selected international destinations, including GCC countries where shipping is available.

Delivery availability, shipping fees, delivery timelines, and payment options may vary depending on the delivery location, product size, product type, courier availability, customs rules, and checkout settings.

2. United Arab Emirates Delivery

For UAE orders, we offer fast local delivery across eligible locations.

UAE Delivery Timeline

Eligible items may be delivered on the next business day, depending on product availability, customer location, order confirmation, courier schedule, and order cut-off time.

Orders placed before 4:00 pm may be processed on the same day.

Orders placed after 4:00 pm may be processed on the next business day.

Orders placed during public holidays or outside normal processing hours may be processed on the next business day.

UAE Delivery Fees

For UAE orders:

• Electric humidor orders: Free shipping

• Non-electric humidor orders: AED 16 delivery fee

• No hidden delivery charges for the selected UAE shipping method shown at checkout

If a special delivery request, re-delivery, remote location delivery, large-item handling, or additional service is required, extra charges may apply only if confirmed with the customer.

3. Same-Day or Urgent Delivery

Same-day or urgent delivery may be available in selected UAE areas depending on product availability, delivery location, order time, and courier capacity.

Same-day delivery is not guaranteed unless confirmed by our team.

If you need urgent delivery, please contact us on WhatsApp before placing your order or immediately after placing your order.

4. Order Processing Time

Order processing includes order review, payment verification, stock confirmation, packing, and courier handover.

Processing may be delayed if:

• Payment is pending or not confirmed

• Cash on Delivery confirmation is required

• The phone number is incorrect or unreachable

• The delivery address is incomplete

• The product requires special handling

• The item is out of stock or reserved

• Additional customer verification is required

• The order is placed during a public holiday or non-working period

We may contact you by WhatsApp, phone, email, or another available contact method to confirm order details before dispatch.

5. Cash on Delivery Orders

Cash on Delivery may be available for selected UAE orders.

For Cash on Delivery orders, we may contact you by phone or WhatsApp to confirm your order before processing and dispatch.

If we cannot confirm your order within a reasonable time, or if the phone number is incorrect or unreachable, the order may be delayed, placed on hold, or cancelled.

If a Cash on Delivery order is refused at delivery, not received, or returned because the customer is unreachable, we may require prepaid payment for future orders.

Cash on Delivery may not be available for GCC or international orders.

6. Payment Link and Prepaid Orders

For prepaid orders, including card payments, Apple Pay, Google Pay, payment links, Tabby, Tamara, or other approved payment methods, the order will be processed after payment is successfully completed and verified.

If a payment link is sent but not paid within the required time, the order may be cancelled or the product may no longer be reserved.

7. GCC Shipping

We may offer shipping to selected GCC countries, including Saudi Arabia, Bahrain, Kuwait, Qatar, and Oman, depending on product type and courier availability.

Estimated GCC delivery timelines:

• Small items: approximately 3–5 business days

• Large items: approximately 7–15 business days

These timelines are estimates and may vary due to customs clearance, courier operations, local delivery schedules, public holidays, product size, and destination country requirements.

For GCC orders:

• Prepaid payment may be required before dispatch

• Cash on Delivery may not be available

• Customs duties, VAT, import taxes, clearance fees, or local charges are the customer’s responsibility unless clearly stated otherwise

• Valid ID or additional verification may be requested by the courier or customs authority

• Delivery attempts may be limited by the courier’s local policy

8. International Shipping

We may offer worldwide shipping to selected countries where delivery is available and legally permitted.

Estimated international delivery timelines may range from approximately 5–10 business days for eligible small items, depending on destination and courier availability.

Large items, electric humidors, special-order products, or shipments requiring customs clearance may take longer.

International shipping fees, customs duties, import taxes, clearance charges, and local delivery fees may vary depending on the destination country and are the customer’s responsibility unless clearly stated otherwise at checkout or in writing by Hemingway.

Customers are responsible for confirming that the ordered products can be legally imported into their country before placing an order.

9. Large Items and Electric Humidors

Electric humidors and large products may require special handling, larger packaging, scheduled delivery, or additional courier coordination.

For large-item deliveries:

• Delivery timelines may be longer than small-item deliveries

• The customer must provide a complete and accurate delivery address

• The customer or an authorized person should be available to receive the item

• Delivery may be made to the building entrance, reception, security desk, loading area, or accessible delivery point depending on courier policy and building access

• Installation, unboxing, placement, stair carry, or special handling is not included unless confirmed in writing

Please inspect large items carefully upon delivery and keep the original packaging in case a delivery damage claim is needed.

10. Tracking Information

Once your order has been shipped, tracking information may be sent by email, SMS, WhatsApp, or directly by the courier where available.

Tracking updates depend on the courier system and may not appear immediately after dispatch.

If you do not receive tracking information or need help checking your shipment status, please contact us on WhatsApp.

11. Delivery Attempts

Couriers may attempt delivery up to three times depending on the courier’s policy and delivery location.

If delivery fails because the customer is unreachable, unavailable, refuses delivery, provides incorrect information, or does not respond to courier calls, the shipment may be returned to us.

In such cases, additional shipping, return, storage, or re-delivery charges may apply.

12. Incorrect or Incomplete Delivery Information

Customers are responsible for providing accurate and complete delivery information, including:

• Full name

• Correct phone number

• WhatsApp number where applicable

• Complete delivery address

• Building name or villa number

• Apartment, office, or floor number

• Area, city, emirate, or country

• Any access instructions needed for delivery

Hemingway is not responsible for delays, failed deliveries, returned shipments, or extra charges caused by incorrect or incomplete customer information.

If you notice an error in your delivery details, please contact us immediately. We will try to update the details before dispatch, but changes may not be possible after the order has been handed to the courier.

13. ID Verification on Delivery

For security, age verification, courier policy, payment verification, or delivery confirmation, the courier may request a valid ID at the time of delivery.

If required verification is refused or cannot be completed, delivery may be delayed or cancelled.

14. Delivery Delays

Delivery timelines are estimates and are not guaranteed unless expressly confirmed in writing by Hemingway.

Delays may occur due to:

• Courier delays

• Customs clearance

• Public holidays

• Weather conditions

• Incorrect customer details

• Failed delivery attempts

• Remote delivery areas

• Stock availability

• Payment verification

• High order volume

• Government restrictions

• Events outside our reasonable control

If a delay occurs, we will do our best to assist and coordinate with the courier, but Hemingway is not responsible for delays caused by couriers, customs, authorities, or circumstances outside our control.

15. Public Holidays and Non-Working Days

Orders placed during UAE public holidays, weekends, courier non-working days, or high-demand periods may require additional processing and delivery time.

Some delivery partners may have limited operations on Sundays or public holidays. Orders affected by these periods may be processed or delivered on the next available business day.

16. Failed Delivery, Refused Orders, and Returned Shipments

If an order is returned to us due to failed delivery, wrong address, unreachable phone number, customer refusal, unpaid Cash on Delivery amount, or failure to collect the shipment, we may contact you to arrange re-delivery.

Additional charges may apply for re-delivery or return handling.

If we cannot reach you or re-delivery is not arranged, the order may be cancelled. Any refund, if applicable, may exclude shipping fees, return charges, payment fees, customs charges, or other costs already incurred.

17. Damaged Shipments

Please inspect your shipment as soon as you receive it.

If the outer packaging appears damaged, please take photos before opening the package where possible.

If the product is damaged, defective, incomplete, or incorrect, please contact us as soon as possible with:

• Your order number

• Photos or videos of the product

• Photos of the packaging

• A clear description of the issue

Please keep the original packaging until the issue is resolved. Disposing of the packaging may make it difficult to process a courier damage claim.

Damaged, defective, or incorrect items will be handled according to our Refund Policy and applicable consumer protection requirements.

18. Customs, Duties, and Import Rules

For GCC and international orders, customs duties, VAT, import taxes, clearance fees, inspection charges, and other local charges may apply.

These charges are usually determined by the destination country and are the customer’s responsibility unless clearly stated otherwise.

Hemingway is not responsible for delays, seizure, refusal, additional charges, or return of shipments caused by customs rules, import restrictions, missing customer documents, unpaid duties, or local regulations.

Before placing an international order, customers should confirm that the product can be legally imported into the destination country.

19. Split Shipments

If your order contains multiple items, we may ship items separately depending on stock availability, product size, packaging requirements, or courier restrictions.

If your order is split into multiple shipments, we will provide available tracking details where applicable.

20. Change of Delivery Address

If you need to change your delivery address, please contact us as soon as possible.

We can only change the delivery address if the order has not yet been dispatched or if the courier allows the change.

Address changes after dispatch may cause delays or additional charges and may not always be possible.

21. Store Pickup or Special Delivery Arrangements

Store pickup, warehouse pickup, special delivery timing, gift delivery, or special delivery coordination may be available only if confirmed by our team.

Please contact us by WhatsApp before placing the order or immediately after placing the order if you require special delivery arrangements.

22. Contact Us

If you have questions about shipping, delivery, tracking, urgent delivery, or your order status, please contact us:

Hemingway
Address: 1 Al Manama St, Warsan First, Dubai International City, Dubai, United Arab Emirates
WhatsApp: +971 58 571 8153
Phone: +971 58 571 8153
Email: info@sinotobacco.com