SHIPPING & RETURNS

When will I get my order?

We endeavor to ship your order as soon as possible. We cannot guarantee or provide a day of the week or time of day for delivery. 

United Arab Emirates

Dubai, Sharjah & Ajman: 2-4 business days by standard shipping. 

Abu Dhabi, Fujairah, Umm Al Quwain & Ras Al Khaimah: 2-5 business days by standard shipping. 

Kuwait & Oman

Your order should arrive in 3-5 business days by standard shipping.

Delivery to remote areas may take 7-15 business days by standard shipping.

Shipping to Saudi Arabia, Qatar & Bahrain is temporarily unavailable.

What does shipping cost?

United Arab Emirates: Delivery is free of charge for all orders above AED 300. For orders less than AED 300, we deliver for AED 30. 

Kuwait & Oman: Delivery is free of charge for all orders above KWD 25 /OMR 30. For orders less than KWD 25 /OMR 30, we deliver for KWD/OMR 4.  

Customs and import duties

  • Does not apply to United Arab Emirates. Shipments to Kuwait and Oman are subject to import taxes, customs duties and fees which are levied by the shipping destination's customs office.
  • The shipping fees are calculated and collected at checkout after a shipping destination has been selected and custom duties will be collected on delivery of your order. Customs duties and taxes vary according to the customs regulations of the destination country.
  • Duties and taxes are calculated according to the shipping destination's customs regulations. This calculation is based on the item price and shipping, before any promotions. This allows destination country customs authorities to obtain the accurate import duties and taxes owed to them based on the actual value of the goods.
  • Components that play a role in Import Fee calculations are (among others): 
    • Product category and price
    • Shipping costs
    • Customs clearance channel
    • Import taxes based on customs duty amounts
  • Customs duties and taxes are non-refundable once charged. In the event your order is returned for a refund, the customs and duties taxes are non-refundable.
  • Customs offices in some countries or regions require the importer of record to provide a particular form of identification before releasing a shipment. Our courier partner might ask you for certain documents (e.g. National ID, passport or NOC letters) which needs to be shared by you, in order to complete and clear the requirements of the customs department.

Can I send my order overseas?

We only deliver to the United Arab Emirates, Oman and Kuwait. Shipping to Saudi Arabia, Qatar & Bahrain is temporarily unavailable.

  • Orders placed on United Arab Emirates website in English and Arabic can be delivered to a local address in United Arab Emirates, Oman and Kuwait. 
  • Orders placed on Saudi Arabia website can only be delivered to a local address in Saudi Arabia.
  • Orders placed on Kuwait website can only be delivered to a local address in Kuwait.
  • Orders placed on Oman website can only be delivered to a local address in Oman.
  • Orders placed on Bahrain website can only be delivered to a local address in Bahrain.
  • Orders placed on Qatar website can only be delivered to a local address in Qatar.

What if I need to change my order?

We are unable to make changes to orders once placed. Orders are processed very quickly, so if you need to cancel your order please contact Customer Care immediately. We’ll do our best to help, but we can’t cancel orders once they have shipped. See returns and exchanges for information about sending products you've ordered back to us.

Can I track my order?

Please contact Customer Care with your order number if you wish to track your order. You can find your order number on the “My orders” page of your account.

Can I return or exchange my order?

We want you to love Lyre’s Non-Alcoholic as much as we do. If you should require a return, refund or exchange you have up to 14 days from the date of purchase, subject to the below:

If you haven’t used the product, we’ll exchange it (if the product you received was incorrect) or refund you in full using the same method of payment as your initial purchase. Returned product must be posted via a tracked shipping service at the customer’s expense.

If you’ve have opened and consumed a portion of the product, no refund or exchange can be given.

We cannot exchange or refund gift vouchers or promotional items.

If you’re not happy with your order, please tell us via the returns enquiry form below – we’ll always try to help you if we can.

How do I return an order?

Please contact us at the returns enquiry form below and our Customer Service team will be in touch regarding the next steps of the process. When making this enquiry, we require your order number, full name and contact details.

When can I expect my refund or exchange?

Generally, our refunds/exchanges take 5-10 business days to process from receipt of the returned order. Please allow 3-10 business days for your exchanged products to arrive or 7-10 business days for your funds to be visible in your account. If further information is required from us regarding the return of your refund/exchange, this will affect the processing time frame. We ask that a tracking number is obtained from your shipping carrier when returning your order.

What if my product is damaged?

Please contact us using the returns form below within 7 days of purchase as soon as you can with your order number and details of the incorrect or damaged product. 

You may be required to provide photographs of the damaged goods so we can investigate into the shipping/packaging process to ensure this won’t happen again. 

If there is a problem when receiving your order, please contact us as soon as possible so that we can assist you with the appropriate refund or replacement. To enable the Customer Service team to efficiently address your enquiry, please provide your order number, full name and contact details.

 

Returns Enquiry:

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