Shipping policy
Last Updated: 11/08/2026
This policy explains how shipping, delivery, and collection work for spa and restoration services, resale purchases, consignment, and sourced items provided by The Refined Luxury Trading LLC ("TRL", "we", "our", "us"). It forms part of our Terms & Conditions.
1. Scope
This policy covers two categories of movement: (a) local collection and delivery of items for spa, restoration, and care services within Dubai, and (b) worldwide shipping of resale purchases, consigned items, and sourced pieces.
2. Worldwide Shipping (Resale, Consignment & Sourcing)
2.1 Risk. Shipping outside the UAE is undertaken at the client's own risk. Once an item is dispatched to an international address, TRL's responsibility for loss or damage in transit ends, except where insurance has been purchased in accordance with Clause 2.2.
2.2 Insurance. Shipping insurance is not included by default. Clients may request insurance at an additional cost, payable by the client, before an item is dispatched. Where insurance is not requested, the item travels uninsured and any loss or damage in transit is the client's responsibility.
2.3 Customs & import duties. Any customs duties, import taxes, or clearance fees imposed by the destination country are the client's responsibility and are not included in the price of any item or service.
2.4 Carrier & timeframes. TRL selects the courier or shipping method at its discretion unless otherwise agreed in writing. Delivery timeframes provided by TRL or its couriers are estimates only and are not guaranteed; TRL is not liable for delays caused by the carrier, customs, or events outside its control.
3. Dubai Collection & Delivery (Spa & Restoration Services)
3.1 Method. Collections and deliveries within Dubai for spa, restoration, and care services are carried out either by TRL's own staff or by an outsourced courier company, at TRL's discretion. Deliveries and collections may be tracked or untracked depending on the method used.
3.2 Missed pickups. If a client is not present at the agreed time and location for a scheduled pickup, the client bears the cost of the unsuccessful attempt. A new pickup must be scheduled and may incur an additional charge.
3.3 Missed deliveries. If a client is not present at the agreed time and location for a scheduled delivery, TRL or its courier may leave the item at the property (for example, behind the door), and a photograph will be taken as confirmation of delivery.
3.4 Liability once delivered. TRL is not liable for items lost, stolen, or misplaced after delivery under Clause 3.3, unless the client specifically requested hand-to-client delivery in advance. Where hand-to-client delivery was requested and confirmed, TRL's standard liability terms apply as set out in our Care & Liability policy.
3.5 Acceptance by others. Where a household member, staff member, security guard, or any other person present at the delivery or collection address accepts a delivery or hands over an item for collection on the client's behalf, this is treated as valid receipt or release by the client. TRL is not responsible for any dispute, loss, or misunderstanding arising from acceptance or handover by a person other than the client.
3.6 Signature or ID verification. TRL reserves the right to require a signature or identification check at delivery or collection for high-value items, at its discretion.
4. Packaging
Items are packaged to a professional standard appropriate to their value and fragility before shipment or delivery. TRL is not responsible for damage caused by a carrier's mishandling once an item has left TRL's possession in adequate packaging.
5. Address Accuracy
Clients are responsible for providing an accurate and complete delivery or collection address and contact details. TRL is not liable for delays, missed deliveries, or misdelivery caused by incorrect or incomplete information provided by the client.
6. Contact
For shipping or delivery queries, contact jake@therefinedluxury.com or info@therefinedluxury.com.
7. Governing Law
This policy is governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai.