سياسة الشحن

1. Delivery Coverage

Mood Espresso delivers online orders to serviceable locations across the UAE.

A. Consumable Products

Consumable products include coffee beans, capsules, powders, syrups, sauces, tea, chocolate, cups, cleaning products, and related items.

• Dubai: 1 to 3 business days
• Other UAE locations: 4 to 5 business days

B. Coffee Machines and Equipment

Coffee machines, grinders, milk frothers, water dispensers, and other equipment may require special transportation and delivery arrangements.

The estimated delivery date will be confirmed after reviewing the product availability, delivery location, access requirements, and installation requirements.

Delivery times may vary during public holidays, promotional periods, stock transfers, or unexpected logistics delays.

2. Shipping Charges

A. Consumable Products

• A shipping fee of AED 20 applies to orders below AED 150.
• Orders of AED 150 or more qualify for free shipping within serviceable areas.

B. Coffee Machines and Equipment

Delivery charges for machines and equipment depend on the product size, weight, delivery location, unloading requirements, and installation requirements.

Any applicable delivery, installation, or additional handling charges will be displayed during checkout or confirmed before the order is processed.

Free shipping offers for consumable products do not automatically apply to coffee machines, equipment, or special-order products unless clearly stated.

3. Order Processing and Delivery

A. Consumable Products

Orders are processed and shipped through Mood Espresso or our approved logistics partners.

We aim to ship all products in one delivery. Items may be delivered separately due to stock availability or logistics requirements. We will notify you if your order requires multiple deliveries.

B. Coffee Machines and Equipment

Machine orders are subject to stock confirmation and delivery scheduling.

Our customer service team may contact you to confirm the delivery address, site access, preferred delivery time, and installation requirements.

The customer must ensure that the delivery location has suitable access, including adequate doorways, lifts, loading areas, electrical connections, water connections, and drainage where required.

Installation and product demonstration may be scheduled separately from delivery.

4. Delivery Acceptance

A. Consumable Products

The customer or an authorized representative must be available to receive the order at the provided delivery address.

If nobody is available to receive the order, additional delivery charges may apply for another delivery attempt.

B. Coffee Machines and Equipment

An authorized representative must be present to receive and inspect the machine or equipment.

The customer must check the product model, quantity, packaging condition, and included accessories before signing the delivery document.

Any visible damage, missing items, or packaging concerns should be recorded on the delivery document.

5. Delivery Restrictions

We may cancel an order if our logistics partner cannot deliver to the provided location.

For prepaid orders, the eligible amount will be refunded to the original payment method. No cancellation fee will apply when Mood Espresso cancels an order because the location is not serviceable.

Delivery may be delayed or refused if:

• The delivery address or contact information is incorrect or incomplete.
• The location is outside our serviceable delivery area.
• The site does not have safe or suitable access.
• Required building or security permissions are unavailable.
• The machine cannot be safely transported through the available entrance, lift, or staircase.

Additional charges may apply if special equipment, additional personnel, or another delivery attempt is required.

6. Damaged or Incorrect Deliveries

Please inspect your order upon delivery.

If your order arrives damaged, defective, tampered with, incomplete, or incorrect, contact us within 48 hours of delivery.

Please provide:

• Your order number
• Product name and quantity
• A clear description of the issue
• Clear photos or videos of the product and packaging
• The machine model and serial number, when applicable

Do not install or use a visibly damaged or incorrect machine.

Approved cases will be handled according to our Return and Refund Policy.

7. Contact Us

For shipping or delivery enquiries, contact our customer service team:

Email: cs@moodespresso.com

Phone or WhatsApp: +971 52 701 6501

Please include your order number and delivery details when contacting us.