Shipping & Delivery Policy
Effective Date: August 2026
At Ciel Haven ("Ciel Haven", "Company", "we", "our", or "us"), we are committed to delivering your order efficiently and securely. This Shipping & Delivery Policy explains how orders are processed, shipped, and delivered.
By placing an order through our website, you agree to the terms of this Policy.
1. Delivery Coverage
We currently deliver throughout the Kingdom of Saudi Arabia.
We reserve the right to modify, expand, or restrict delivery locations at any time without prior notice.
Delivery availability may vary depending on the customer's location and the service coverage of our delivery partners.
2. Order Processing
Orders are processed after successful payment authorisation and verification.
Orders are typically prepared and dispatched during normal business days. Business days exclude weekends and official public holidays in the Kingdom of Saudi Arabia.
During periods of high demand, promotional campaigns, product launches, or public holidays, processing times may be extended.
Customers will receive confirmation once an order has been successfully placed.
3. Delivery Timeframes
Delivery times displayed during checkout are estimates only and are provided for guidance purposes. While we make every reasonable effort to deliver orders within the estimated timeframe, delivery dates are not guaranteed and may be affected by factors beyond our reasonable control.
If an order is subject to a significant and unreasonable delay that materially exceeds the estimated delivery timeframe, and the order has not yet been delivered, the customer may contact us to request cancellation of the order. Upon review and approval, a refund may be issued to the original payment method in accordance with applicable laws and regulations.
Actual delivery times may vary depending on:
- Delivery location;
- Courier service availability;
- Order volume;
- Weather conditions;
- Customs or regulatory inspections (where applicable);
- Circumstances beyond our reasonable control.
4. Shipping Charges
Shipping fees, if applicable, will be displayed during checkout before payment is completed.
We reserve the right to:
- Modify shipping rates at any time;
- Introduce promotional free shipping offers;
- Establish minimum order requirements for shipping promotions.
Any promotional shipping offers shall be subject to separate terms specified at the time of the promotion.
5. Delivery Address Accuracy
Customers are responsible for providing complete and accurate delivery information.
This includes:
- Full recipient name;
- Mobile telephone number;
- Building number;
- Street name;
- District;
- City;
- Postal code;
- Additional location details where necessary.
We shall not be responsible for delivery delays, failed deliveries, or additional costs resulting from inaccurate or incomplete address information provided by the customer.
6. Failed Delivery Attempts
If delivery cannot be completed due to:
- Incorrect address details;
- Customer unavailability;
- Failure to respond to courier communications;
- Refusal to accept delivery;
the order may be returned to us.
Additional shipping charges may apply for any re-delivery request.
7. Order Tracking
Where tracking services are available, customers may receive tracking information via email, SMS, our website, or other communication methods provided during checkout.
Tracking updates are provided by third-party logistics providers and may be subject to delays outside our control.
8. Risk and Delivery
Risk of loss, theft, damage, or deterioration of products passes to the customer upon successful delivery to the delivery address specified in the order.
Customers are encouraged to inspect their orders upon receipt and notify us promptly of any visible issues.
9. Damaged or Missing Items
If an order arrives damaged, incomplete, or contains incorrect products, customers should contact us withing 3 calendar days after delivery.
To assist with investigation and resolution, customers may be asked to provide:
- Order number;
- Photographs of the package;
- Photographs of the products received;
- Details of the issue identified.
Upon verification, we may offer an appropriate remedy, including replacement, refund, or store credit where applicable.
10. Delays Beyond Our Control
We shall not be liable for delivery delays caused by circumstances beyond our reasonable control, including but not limited to:
- Severe weather conditions;
- Natural disasters;
- Public health emergencies;
- Government actions or restrictions;
- Customs inspections;
- Transportation disruptions;
- Labour disputes;
- Telecommunications or system failures.
Where possible, we will communicate significant delays and provide updates regarding affected orders.
11. Delivery Refusal
We reserve the right to cancel, suspend, or refuse delivery where:
- Fraudulent activity is suspected;
- Payment verification requirements have not been satisfied;
- Delivery would violate applicable laws or regulations;
- Delivery cannot reasonably be completed.
Any refund resulting from such cancellation shall be handled in accordance with applicable laws and our Refund & Returns Policy.
12. Ownership of Products
Ownership of products transfers to the customer only after:
- Full payment has been received and verified; and
- The products have been delivered to the delivery address specified in the order.
Until ownership transfers, we retain full legal title to the products to the maximum extent permitted by applicable law.
13. Contact Us
For questions regarding shipping or delivery, please contact:
Email: [email protected]
Business Hours: 9:00 am – 5:00 pm, Sunday to Thursday.