Shipping Policy
At Turffa, we are committed to ensuring a smooth and efficient delivery process with Aramex for all our customers. We offer reliable delivery services across the UAE to bring your purchases directly to your doorstep.
Our standard delivery fee is 14Dhs for parcels weighing below 5kgs. For parcels exceeding 5kgs, there will be an additional charge of 2dhs per extra kilogram. It's important to note that when purchasing items from different vendors, a separate delivery fee per vendor will apply. This is because each vendor may have their own pickup locations. We're committed to transparent pricing and aim to minimize any inconvenience from multiple deliveries. Our shipping team works hard to ensure your orders arrive on time, and you can track your package's journey through our online portal.
Shipments alerted as ONP (Overnight Parcel) will be collected on the same day and delivered the next day. Cut-off time for collection is 3h30 PM. If a shipment is placed after the cut-off time, then the collection will happen the next day and the delivery will happen the day after.
For any inquiries or special requests regarding shipping, feel free to reach out to our customer support team, and we'll be happy to assist you.
Return Policy
At Turffa, your satisfaction is our top priority. If for any reason you are not completely happy with your purchase, we gladly accept returns within 14 days of delivery.
Please note that our returns process is not automated on our website. To initiate a return, please send an email to our customer support team at info@turffa.com. In your email, include your order number, the item(s) you wish to return, and the reason for the return.
Upon approval of your return request, we will provide you with instructions on how to proceed. Kindly note that return shipping costs will be covered by the customer, unless the return is due to a defect or error on our part.
Returns SLA is 7 to 10 working days from the time the return is alerted on the system
Refund Preferences
We understand that preferences may vary, especially in the case of gifts. Therefore, the refund process will be based on the preference of the person initiating the return:
Upon receiving the returned item(s) in their original condition, we will process the refund according to your preference. Should you require further assistance or have any inquiries regarding returns, our dedicated customer support team is here to assist you. We aim to ensure a hassle-free shopping experience for all our customers.
Exchanges
If you'd like to exchange an item for a different size, color, or style, please follow the same process outlined above for returns. Once your return is approved, you can place a new order for the desired item.
Automated return and exchange
For added convenience, we offer an automated return and exchange process. Simply email us with your request, and we will place the order for Aramex to fulfill. Our customer support team will guide you through the process to ensure a smooth transaction.
Should you have any questions or require further assistance regarding returns and exchanges, please don't hesitate to reach out to our dedicated customer support team. We're here to help you every step of the way.