At Moussa, we value your trust and want to ensure your shopping experience is smooth and reliable. Please review the following policies regarding order processing, shipping, returns, and refunds.

 

1. Order Processing

• Orders are processed Monday to Friday, excluding UAE public holidays.
• Orders placed before 12:00 PM (local UAE time) will be processed the same day after verification.
• Orders placed after 12:00 PM will be processed on the next business day.

 

2. UAE Orders

Dubai

• Same-day delivery: Available for orders placed before 12:00 PM (local time).
• Orders placed after 12:00 PM will be delivered the next day.
• Standard delivery: 1–3 working days

Other Emirates (Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah, Umm Al Quwain)

• Standard delivery: 2–3 working days

 

3. GCC Orders

• Delivery within 3–7 business days, depending on the destination.

Once your order has been dispatched, you will receive tracking details via email.

 

4. Important Information

• Please ensure all billing and shipping details are accurate. Moussa cannot be held responsible for failed deliveries, delays, or packages delivered to the wrong address due to incorrect information provided at checkout.
• We strongly recommend reviewing all details before confirming your order.
• If you need assistance, contact our customer care team at hello@bymoussa.com.

 

5. Taxes & Duties

• Customers outside the UAE are responsible for any applicable customs duties, import taxes, or fees.
• Delivery times may be affected by customs clearance or high-demand periods.
• Customers must notify us within 14 days of dispatch if there are delivery issues.

 

6. Returns

• Items must be returned within 14 days of delivery to be eligible.
• Returned items must be:
  • In their original condition, undamaged and unworn.
  • With the original tags and packaging intact.
• Returns are free within the UAE.

 

7. Refunds

• Refunds are processed once returned items are received and inspected.
• Approved refunds will be issued to the original payment method within 7 business days (processing times may vary depending on your bank).
• Customers paying via Cash on Delivery (COD) will receive refunds via bank transfer or store credit.
• Store credit is issued as a gift card, valid for 180 days.
• Shipping fees are non-refundable unless the item was damaged or incorrect.

 

8. Exchanges

At this time, we do not offer exchanges.
Customers may return their item(s) and place a new order instead.