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terms & conditions

A. Shop and Drop Service Conditions

  1. The Shop and Drop service will be available during Dubai Mall’s trading hours.
  2. Emaar Malls (Dubai Mall) general terms and conditions apply.
  3. By using this service, you acknowledge and agree that you have read, understood and consent to these terms and conditions and agree to be bound by them.
  4. Dubai Mall shall not be held responsible for the loss or damage of any bag or item. This includes items dropped or collected for the Shop and Drop Service. 
  5. Dubai Mall reserves the right not to accept any shopping item. These items may include food, beverages and perishable items. In addition, electronics, grocery items, flowers, delicate or breakable objects, prescription drugs, money, jewelry, precious metal, watches, personal belongings, live animals and any illegal items under UAE Law.
  6. Sealing of all shopping bags must take place in the presence of the customer at the dedicated service desk.
  7. The weight of each shopping bag must not exceed 5 kg in weight.
  8. The size of a customer’s shopping bag(s) must not exceed the size of the Shop and Drop Services seal bags.
  9. According to Dubai Mall’s management policies, uncollected bags and items will be handed over to Dubai Mall lost and found. And will be disposed of as per the lost and found policy. 
  10. Dubai Mall aims to deliver the shopping bags within 15 minutes of the customer's request for the Shop and Drop Service. Please note that the delivery times may vary. 
  11. Partial delivery of items is not permitted.
  12. By registering for the Shop and Drop Service, the customer accepts the above terms and conditions.
  13. Other terms and conditions may apply.
  14. The above terms and conditions are subject to change without notice.

B. Dubai Mall Delivery Service

 Terms and Conditions:

  1. Dubai Mall Delivery Service is available across the UAE only.
  2. Dubai Mall Delivery Service is valid for the same day as well as next day at the following costs:
    1. Same day delivery within the Emirate of Dubai: AED 25
    2. Next day delivery within the Emirate of Dubai: Free of charge
    3. Next day delivery for other Emirates within the U.A.E: AED 25
    4. Payment of AED 25 for each drop off.
  3. The following categories of customers will receive complimentary priority delivery with no minimum spend required:-
      1. Emirates NBD Infinite card holders
      2. U By Emaar Platinum card holders
      3. Emirates Skywards Gold, Platinum & iO members
      4. U by Emaar Signature Gold, Platinum & Diamond members
  4. All other customers must spend a minimum of AED 500 in Dubai Mall to use the Delivery Service. Purchases made outside Dubai Mall will not be accepted.
  5. The following categories of customers will receive complimentary delivery: -
      1. Armani Hotel.
      2. Address Dubai Mall.
      3. Address Boulevard.
      4. Address Downtown.
      5. Address Fountain View.
      6. Palace Hotel.
      7. Address Skyview.
  6. Customers must provide their full name, address, email ID and contact number to use the Delivery Service. Incomplete information may result in a cancellation or delay. (P.O. Boxes are not accepted).
  7. The Delivery Service is available 7 days a week, between 10:00 – 22:00 hours.
  8. For same day delivery within Dubai, customers must drop off the item at any Shop & Drop Desks before 14:00 hours, for delivery before 22:00 hours on the same day. Items dropped off after 14:00 hours will be scheduled for delivery the following day.
  9. For other Emirates outside of Dubai, delivery will be made the following day. Same day delivery is unavailable for Emirates outside of Dubai.
  10. If the customer is not available to receive the delivery on the first attempt, the items will be returned Dubai Mall Management office.
  11. The maximum cumulative weight for multiple or a single item is 25kgs. The maximum dimensions are: L120cm x W90cm x H85cm.
  12. Dubai Mall is not responsible for loss or damage incurred during the delivery service.
  13. Dubai Mall reserves the right to refuse delivery for certain items; These items may include food, beverages and perishable items. In addition, electronics, grocery items, flowers, delicate or breakable objects, prescription medicine, money, jewelry, precious metal, watches, personal belongings, live animals and any illegal items under UAE Law.
  14. According to Dubai Mall’s management policies, bags that cannot be delivered and are not collected, will be handed over to Dubai Mall lost and found. And will be disposed of as per the lost and found policy. 
  15. Dubai Mall reserves the right to decline the delivery or collection of any items at any time.
  16. Other terms and conditions may apply.
  17. The above terms and conditions are subject to change without notice.

C. Hands Free Service Conditions

  1. Guests shall provide their full name, email ID and contact number to use the hands-free service.
  2. By registering, the Guest shall grant their free and informed consent for their Personal Data to be used for the purpose of availing these Services and for marketing and sales purposes by Dubai Mall.
  3. Guests must provide their reference number at all stores they are availing the service from.
  4. The reference number expires on the same day as generation/registration of guest.
  5. Stores are allowed to handover shopping bags containing items of that store only.
  6. Guests must carry the store receipts and show the SMS during collection.
  7. The Guest must collect the items on the same day of the shopping before the Mall closing hours.
  8. The service is available 7 days a week:
    1. Weekdays:  10:00 am – 10:00 pm (last order from store)
    2. Weekends: 10:00 am – 11:00 pm (last order from store)
  9. Services shall be provided subject to the availability of staff.
  10. Services shall be provided only if the sealed bags do not contain fragile items and the bags are not extraordinary heavy, which shall be decided by our Guest Services team
  11. The size of a guest’s shopping bag(s) must not exceed the size of the Hands-Free Shopping Services sealed bags.
  12. Dubai Mall shall not accept collection of any items such as heavy furniture, perishable, and fragile items (food items/takeout’s, grocery items, flowers, delicate or breakable objects, prescription medicine, money, jewelry, precious metal, watches, personal belongings, live animals, and any illegal items under UAE laws) and the Store and Guest confirm that no such items are included in the Shopping Bag.
  13. According to Dubai Mall’s management policies, uncollected bags and items will be handed over to Dubai Mall’s Lost and Found Department and shall be dealt as per the lost and found policy, if the Guest fails to collect the Shopping Bag within 3 days of purchase from the Store.
  14. Dubai Mall reserves the right to decline the delivery or collection of any Shopping Bags at any time if the bags were not collected on the same day within the Mall Operating hours. In such cases, the Guest shall be responsible for collecting the Shopping Bags as per the timings provided by the Mall.
  15. The stores must only keep items in the bags that are purchased at the store. Items belonging to other stores, personal belongings, etc. should not be included and shall not be accepted by Dubai Mall.
  16. If the Guest wishes to collect their Shopping Bags, they must always call Dubai Mall Guest Services at least 30 minutes prior to their convenient time at all times within mall operation hours.
  17. Shopping Bags can be collected at the predesignated collection location at the Fashion Avenue Guest Services Desk or Guest Services can have them delivered anywhere within the Mall.
  18. If the Guest wishes to get their Shopping Bags delivered within UAE, they must call or enquire at Dubai Mall Guest Services Desk for more details (Delivery T&Cs apply*)
  19. The store will be responsible for the contents of the Shopping Bag and its reconciliation with the Sale Receipt and any disputes regarding the content of the Shopping Bag including any loss or damage thereto shall be handled solely by the store without any liability on part of Dubai Mall.
  20. Any disputes shall be governed in accordance with the laws of United Arab Emirates as applicable in the Emirate of Dubai and if not settled amicably, shall be resolved exclusively before Dubai Courts.

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