Terms of service

1. Delivery and Acceptance

Once an order has been placed, Dash & Twine will provide an estimated delivery timeframe. Standard delivery across the UAE typically takes 3 days. We strive to deliver orders within the estimated timeframe; however, delivery dates are estimates and may vary depending on the delivery location and other circumstances.

Standard, Express and Free Delivery

Standard Delivery: Typically within 3 days across the UAE.
Express Delivery: Available for AED 35, with delivery within 2 hours in Dubai or the next day across the UAE, subject to availability.
Free Delivery: Available on orders above AED 200 across the UAE.

Applicable delivery charges will be calculated or displayed at checkout.

Dash & Twine will use the contact details provided with your order to coordinate delivery where necessary. You are responsible for providing an accurate delivery address, valid contact details and reasonable access to the delivery location.

Please ensure that passageways, doors, hallways and lifts are suitable for receiving your order. Where necessary, you are responsible for arranging access to service or goods elevators in advance. Additional charges or rescheduling may apply if delivery cannot be completed because of insufficient access or other delivery-related restrictions.

Dash & Twine reserves the right to reschedule or cancel a delivery where safe and reasonable access cannot be ensured. We will communicate with you regarding alternative arrangements where appropriate.

For deliveries handled by third-party shipping providers, the recipient or nominated person should inspect the goods upon receipt and report any visible damage promptly.

Upon delivery, you or your nominated recipient should inspect the goods and acknowledge receipt. Please report any shipping damage to Dash & Twine within 48 hours of delivery, providing clear photos and an unboxing video.

Damaged items are eligible for replacement only, at no additional cost, subject to review and approval. Refunds are not offered for items damaged during shipping.

Any manufacturing faults must be reported within 7 days of delivery so that we can review the issue and determine the appropriate resolution.

Dash & Twine reserves the right to refuse or cancel orders where necessary, including in cases of suspected fraud, inaccurate order information, product unavailability or other legitimate operational reasons. Where an order is cancelled after payment, any applicable refund will be handled in accordance with our Return & Refund Policy and applicable law.

2. Payment and Refund

Dash & Twine accepts the following payment methods, subject to availability at checkout:

Credit and debit cards
Cash on delivery (COD)
Tabby
Tamara

For customised orders, full payment may be required before processing begins. Any cancellation or refund conditions applicable to customised orders will be communicated where relevant and will remain subject to applicable law.

Approved refunds for eligible returns will be processed in accordance with our Return & Refund Policy. Refunds will generally be issued to the original payment method, subject to the applicable payment provider's procedures.

For shipping damage, Dash & Twine provides a replacement only and does not offer a refund for the damaged item. Manufacturing faults must be reported within 7 days of delivery and will be reviewed separately.

For further information, please refer to our Return & Refund Policy.

3. Promotional Codes, Discount Schemes and Offers

Promotional codes and discounts are valid only under the terms specified for each offer and until the stated expiry date, where applicable.

Unless otherwise stated:

Promotional codes may be used only once.
Promotional codes are not redeemable for cash.
Promotional codes cannot be combined with other offers, sales or promotions.
Promotional codes are intended for the eligible customer and may not be transferred to third parties.

Dash & Twine reserves the right to modify or withdraw promotional offers where permitted by applicable law.

4. Ownership and Risk

Ownership of goods will pass to you in accordance with applicable law and the terms of your purchase.

You should inspect your order upon delivery and report shipping damage within 48 hours of delivery, following the procedure described in our Return & Refund Policy.

Nothing in these Terms and Conditions limits any rights or remedies available to you under applicable consumer protection law.

5. Liability

Dash & Twine will handle its obligations in accordance with applicable law. To the extent permitted by law, Dash & Twine will not be liable for indirect or consequential losses arising from the use of our Services or delays outside our reasonable control.

Nothing in these Terms and Conditions excludes or limits liability where such exclusion or limitation is prohibited by applicable law, including liability for fraud, death or personal injury where legally applicable.

6. Order Cancellations

You may request cancellation of an order within 12 hours of purchase by contacting us at support@dashandtwine.com and providing your order number.

After 12 hours, cancellation may not be possible because the order may already be processing or prepared for dispatch. Cancellation requests are subject to the order's status and applicable law.

7. Legal Effect and Governing Law

If any provision of these Terms and Conditions is found to be unlawful, invalid or unenforceable, the remaining provisions will continue in effect to the extent permitted by law.

These Terms and Conditions are governed by the applicable laws of Dubai and the federal laws of the United Arab Emirates.

Nothing in these Terms and Conditions affects any mandatory rights you may have under applicable law. Where a provision conflicts with mandatory legal requirements, those legal requirements will prevail.

8. Contact Us

If you have questions about these Terms and Conditions, delivery, payment or order cancellations, please contact us:

Dash & Twine

Email: support@dashandtwine.com

Phone: +971 58 803 5699

Address: Dash & Twine, Barsha RD, Manazel Al Barsha, Al Barsha 1, Near Mall of the Emirates, Dubai, United Arab Emirates.