Shipping policy

At KOVA, we aim to provide a smooth and reliable delivery experience for our customers across the United Arab Emirates (UAE).

1. Delivery Locations

KOVA currently offers delivery within available areas across the United Arab Emirates.

Delivery availability may vary depending on the customer's location and courier coverage.

2. Processing Time

Orders are generally processed within 1–2 business days after the order is confirmed.

Orders placed on weekends or public holidays may be processed on the next business day.

During sales, promotions, holidays, or periods of high order volume, processing may take longer than usual.

3. Delivery Time

Once your order has been processed and handed over to our delivery partner, estimated delivery is generally:

UAE: 2–5 business days

Delivery times are estimates and may vary depending on the destination, courier operations, weather conditions, public holidays, and other circumstances beyond our control.

4. Shipping Charges

Shipping charges, if applicable, will be displayed during checkout before you complete your purchase.

KOVA may offer free shipping promotions or other delivery offers from time to time. Any applicable offer will be clearly displayed on our website or during checkout.

5. Cash on Delivery

Cash on Delivery (COD) may be available for eligible orders and locations.

If you choose COD, the full order amount must be paid to the delivery partner when your order is delivered.

COD availability may vary depending on location, order value, or other applicable conditions.

6. Order Tracking

Where tracking is available, customers may receive tracking information through email, SMS, WhatsApp, or another communication method provided by KOVA or our delivery partner.

Tracking information may take some time to become active after the order has been dispatched.

7. Delivery Delays

While we aim to deliver orders within the estimated timeframe, delays may occasionally occur due to:

  • Courier delays

  • Incorrect or incomplete delivery information

  • Weather conditions

  • Public holidays

  • High order volumes

  • Customs or regulatory requirements, where applicable

  • Events beyond our reasonable control

KOVA is not responsible for delays caused by circumstances outside our control.

8. Incorrect Delivery Information

Customers are responsible for providing accurate delivery information, including:

  • Full name

  • Mobile number

  • Building/villa number

  • Street or area

  • City/emirate

  • Any other information required for successful delivery

If an order cannot be delivered because incorrect or incomplete information was provided, additional delivery charges may apply for re-delivery.

9. Failed Delivery Attempts

If the courier is unable to deliver the order because the customer is unavailable, unreachable, or provides incorrect delivery information, the courier may make another delivery attempt or return the package to KOVA.

Additional delivery charges may apply where applicable.

10. Damaged Packages

If your package appears visibly damaged at the time of delivery, please notify the delivery partner immediately where possible and contact KOVA as soon as possible.

For damaged or defective products, please refer to our Return & Refund Policy.

11. Order Changes and Cancellation

If you need to change your delivery information or cancel an order, please contact us as soon as possible.

Once an order has been processed or dispatched, we may not be able to make changes or cancel the shipment.