Shipping & Delivery

Diroute is a marketplace where independent merchants (“Sellers”) list products and compete on price. The Seller — not Diroute — is the merchant of record for the goods and is responsible for dispatching your order and for setting its delivery times and charges. Diroute displays the Seller’s delivery terms so you can see them before you pay.

The areas a Seller ships to, and any locations they exclude, are set by that Seller and shown with the offer or at checkout. If a Seller cannot deliver to your address, you may be able to choose a different Seller’s offer for the same product.

Estimated dispatch and delivery times are set by the Seller and shown at checkout or in the Seller’s policy. These estimates depend on the product, your location, and the carrier, and are not guaranteed unless the Seller says so. Orders are processed on business days, excluding public holidays.

Delivery charges are set by the Seller and displayed before you complete your order, so you can see the total before you pay. Where an order is delivered into the United Arab Emirates, any applicable VAT is shown at checkout. Different Sellers of the same product may charge different delivery rates.

Where the Seller and their carrier provide tracking, you will receive the details after your order is dispatched. If you have not received tracking information within the Seller’s stated dispatch window, contact us and we will follow up with the Seller.

Occasionally a delivery takes longer than estimated — for example because of carrier backlogs, weather, customs, or stock issues. If your order is significantly delayed, contact us with your order reference (it looks like DRT-000000) and we will coordinate with the Seller to resolve it.

If your order arrives damaged, keep the packaging and contact us as soon as you can, with photographs where possible. Goods damaged in transit are treated as a faulty delivery: see our Refunds & Returns policy for how a replacement or refund is arranged.

Where a Seller ships internationally, your order may be subject to import duties, taxes, and customs clearance in the destination country. Any such charges are set by the destination’s authorities and are usually the responsibility of the recipient, unless the Seller states that they are included. Customs processing can also add to delivery times.

Questions about delivery? Email support@diroute.co.uk or call +971 58 905 8818.