Shipping policy
SHIPPING & DELIVERY POLICY
Last updated: October 2026
At DEKATO LIVING, we aim to provide a smooth and reliable delivery experience for every order. As many of our furniture pieces are handcrafted and made to order, delivery timelines may vary depending on the product, customisation requirements, material availability, and production schedule.
Please review this Shipping & Delivery Policy before placing your order.
1. Delivery Areas
DEKATO LIVING currently delivers within the United Arab Emirates.
Dubai
Standard delivery within Dubai is complimentary unless otherwise stated on the product page or at checkout.
Other Emirates
Delivery to other Emirates may be subject to an additional delivery charge depending on:
- Delivery location
- Product size and weight
- Number of items
- Access requirements
- Installation requirements
Where an additional delivery charge applies, it will be communicated before delivery or displayed during checkout where available.
For delivery enquiries, please contact us at:
2. Made-to-Order Furniture
Many DEKATO LIVING products are individually handcrafted or made to order.
The estimated production and delivery lead time for made-to-order furniture is generally approximately 6–8 weeks, unless a different timeline is stated on the relevant product page or confirmed at the time of order.
Lead times are estimates and may vary depending on:
- Product specifications
- Customisation requirements
- Fabric or material availability
- Supplier availability
- Workshop capacity
- Order volume
- Public holidays
- Delivery location
- Circumstances outside our reasonable control
We will make reasonable efforts to keep customers informed if there is a material change to the expected delivery schedule.
3. Ready-Stock Products
Products that are available in stock may have a shorter delivery period.
The estimated delivery timeframe for an in-stock product will be communicated at the time of purchase or before delivery is scheduled.
An item displayed online should not be considered guaranteed ready stock unless specifically confirmed by DEKATO LIVING.
4. Delivery Scheduling
Once your furniture is ready for delivery, our team or delivery partner may contact you using the telephone number, WhatsApp number, or email address provided with your order.
We may arrange a suitable delivery date or delivery window with you.
Customers are responsible for ensuring that:
- Their contact information is accurate.
- Someone authorised to receive the furniture is available.
- The property can be accessed at the agreed time.
- Any building delivery permissions have been arranged in advance.
Exact delivery times cannot always be guaranteed due to traffic, building access, previous installations, and other circumstances.
5. Access Requirements
Before placing an order, customers must ensure that the furniture can safely fit through all access points leading to the intended installation location.
Please check:
- Building entrances
- Main doors
- Internal doors
- Corridors
- Hallways
- Elevators
- Staircases
- Loading bays
- Service elevators
- Turning areas
- The final installation space
Customers are responsible for checking the product dimensions shown on the relevant product page.
We strongly recommend measuring your property before placing an order.
If you are unsure whether a product will fit, please contact DEKATO LIVING before ordering.
6. Building Permissions
For apartments, towers, gated communities, commercial buildings, or managed properties, customers are responsible for obtaining any required:
- Move-in permits
- Furniture delivery permits
- Building management approvals
- Loading-bay reservations
- Service-lift bookings
- Security permissions
before the scheduled delivery date.
Any relevant building restrictions should be communicated to us in advance.
7. Failed or Unsuccessful Delivery
A delivery may be considered unsuccessful where, for example:
- No authorised person is available to receive the order.
- Building access has not been arranged.
- Required delivery permits are unavailable.
- The delivery address provided is incorrect.
- Access is unsuitable for the furniture.
- The customer requests delivery to be cancelled after the delivery team has been dispatched.
Where an unsuccessful delivery occurs for reasons outside DEKATO LIVING's control, an additional redelivery or handling charge may apply.
Any applicable charge will be communicated before redelivery.
8. Difficult Access & Special Handling
If delivery requires special arrangements because of restricted access, such as:
- Crane lifting
- External lifting
- Additional manpower
- Specialist equipment
- Furniture dismantling
- Difficult stair access
- Unusual building restrictions
additional charges may apply.
Such services are not included in standard delivery unless specifically agreed in writing.
Where possible, customers should notify us of unusual access conditions before confirming their order.
9. Assembly & Installation
Where specified, standard furniture assembly is included with delivery.
Our delivery team may assemble the furniture at the intended installation location where the product requires standard assembly.
Assembly does not normally include:
- Electrical work
- Plumbing
- Structural modifications
- Wall reinforcement
- Specialist lifting
- Construction work
- Removal or modification of doors
- Moving unrelated furniture
- Installation requiring specialist third-party contractors
Any specialist installation requirement should be discussed with us before delivery.
10. Customer Inspection on Delivery
Please inspect your order as soon as it is delivered.
Check the product for:
- Visible damage
- Incorrect items
- Missing components
- Significant manufacturing issues
If you notice an issue, please notify the delivery team where possible and contact us as soon as possible at:
Please include:
- Your order number
- Description of the issue
- Clear photographs
- Video where helpful
This allows us to assess the issue efficiently.
11. Damaged or Incorrect Deliveries
If an item is delivered damaged, defective, incomplete, or materially different from the product ordered, DEKATO LIVING will review the issue in accordance with our Refund & Return Policy.
Depending on the circumstances, we may provide an appropriate remedy such as:
- Repair
- Replacement
- Replacement component
- Exchange
- Refund
Where the issue is confirmed to have resulted from DEKATO LIVING or occurred before or during delivery, the customer will not be charged for the necessary collection or replacement delivery.
12. Natural Materials
Furniture made from natural materials such as marble, travertine, stone, timber, veneer, or leather may display natural variation.
Differences in:
- Veining
- Grain
- Texture
- Tone
- Pattern
- Colour
- Surface characteristics
are natural features of these materials and do not normally constitute shipping damage or a manufacturing defect.
13. Delivery Delays
Delivery dates provided by DEKATO LIVING are estimates unless expressly agreed otherwise in writing.
Delays may occasionally arise due to circumstances including:
- Material shortages
- Supplier delays
- Production delays
- Customs or logistics disruption
- Traffic
- Severe weather
- Public holidays
- Building restrictions
- Government restrictions
- Events outside our reasonable control
Where a significant delay occurs, we will make reasonable efforts to update the customer.
A reasonable delay in an estimated production or delivery date does not automatically entitle an order to cancellation, particularly where the product has been made specifically for the customer, subject always to applicable law.
14. Changes to Delivery Details
If you need to change your delivery address or contact information, please contact us as soon as possible.
Changes cannot always be accommodated once an order has been dispatched.
Additional delivery costs may apply if the delivery destination is changed after dispatch or after a delivery has already been arranged.
15. Delivery Outside the UAE
International delivery is not automatically available through our standard online checkout unless specifically stated.
Customers interested in delivery outside the UAE should contact:
before placing an order.
Where international delivery is agreed, additional:
- Shipping costs
- Customs duties
- Taxes
- Import fees
- Clearance charges
- Local handling charges
may apply.
Such charges may be the customer's responsibility unless otherwise agreed in writing.
16. Returns
Delivery and shipping-related returns are also subject to our separate Refund & Return Policy.
Made-to-order and customised products cannot normally be returned solely because:
- The customer changed their mind.
- Incorrect measurements were taken.
- The furniture does not fit through the customer's access route.
- The selected size, colour, fabric, material, or finish is no longer preferred.
This does not affect claims relating to products that are genuinely damaged, defective, or incorrectly supplied.