Shipping & Delivery

Martin and Ella will ship your products within two working days. Local shipments will normally be dispatched by ARAMEX, unless your item is oversized or overweight. In this case, we use local companies that provide on-the-spot competitive rates. Local shipments will typically take five working days for delivery from date of purchase. For International shipments, service will be assured by our partner DHL. Delivery for these shipments tend to take a bit longer approximately 7 working days from date of purchase. We detail below the particular conditions applicable for all cases.

Specific Conditions Applicable for Shipments Inside the UAE:

1. Service Commitment
With exception for oversized and overweight products, the rates quoted on our website are based on ARAMEX standard Terms and Conditions of Carriage as found on https://www.aramex.com/shipping-terms/domestic . ARAMEX operating process excludes any non-standard or tailored services, such as dedicated transport, enhanced customs services or on-site services. The Rates are valid for services during the hours of standard operation designated by ARAMEX and shall exclude public holidays and weekends. Rates are calculated on the basis of transport from Martin and Ella address to the recipient address.

2. Oversized and Overweight Items
Any parcel to be transported weighting more than 30 kg or dimensions exceeding 110 x 85 x 85 cm shall classify, respectively as overweight and oversized items. In these situations, we will not use ARAMEX but an alternative local transportation company. Applicable charges will be calculated automatically on orders placed via the website. Nevertheless, Martin and Ella reserves the right to claim any additional amount imposed by the carrier.

We also offer the option for “Click and Collect”. This convenient alternative will allow you to pay for the products and collect them from our store. We will contact you directly when your shipment is ready for collection to arrange a pick-up time.

3. Duties and Taxes
Rates are inclusive of value-added tax (VAT) but do not include other taxes (or equivalent), fines or interest thereon, and other government taxes imposed with respect to the provision of services, which shall be borne on the Customer’s account.

4. Accuracy of the Delivery Address
The accuracy of the delivery address is of significant importance. A fixed surcharge is applied to any shipment that has an incorrect delivery address at the time of pickup, and for which delivery cannot be fulfilled after making efforts at the destination to determine the correct address. The Address Correction surcharge shall be directly paid by the customer to ARAMEX.

Specific Conditions Applicable for Shipments Outside the UAE:

1. Service Commitment
Rates quoted are based on DHL’s standard Terms and Conditions of Carriage as found on http://www.dhl.com/en/express/shipping/shipping_advice/terms_conditions.html DHL’s operating process does not include any non-standard or tailored services, such as dedicated transport, enhanced customs services or on-site services. The Rates are valid for services during the hours of standard operation designated by DHL and shall exclude public holidays and weekends. Rates are calculated on the basis of transport from Martin and Ella address to the recipient address.

2. Duties and Taxes
Rates are exclusive of value-added tax (VAT) and sales taxes (or equivalent), customs duties, fines or interest thereon, and other government taxes imposed with respect to the provision of services, which shall be borne on the Customer’s account.

3. Oversized and Overweight Items
Any parcel to be transported weighting more than 70 kg, any piece in a non-palletized shipment with a dimension in excess of 120 cm, or any pallet with a base dimension in excess of 120 cm shall classify, respectively as overweight and oversized items. In these situations, an additional fee of 330 AED shall be added to the delivery cost. Applicable charges will be calculated automatically on orders placed via the website. Nevertheless, Martin and Ella reserves the right to claim any additional amount imposed by the carrier.

We try to get the best market delivery rates. Should you feel that the cost of shipment is higher than your expectation, email us directly at info@martinandella.com with the details of the items you want to purchase in order to find an alternative delivery solution.

4. Accuracy of the Delivery Address
The accuracy of the delivery address is of significant importance. A fixed surcharge is applied to any shipment that has an incorrect delivery address at the time of pickup and for which delivery cannot be fulfilled after making efforts at the destination to determine the correct address. The Address Correction surcharge applies to international shipments for a fixed fee of 50 AED.

5. Optional Services and Surcharges
Additional Charges related to Optional Services and Surcharges are billed in accordance with the standards in effect at the time the shipment booking was made. Additional Charges are paid in addition to applicable transportation charges and apply whenever the Optional Service is requested or the Surcharge is required. Details of Optional Services and Surcharges are set out in the Rates and as further described at http://www.dhl.com/en/express/optional_services.html.Should these services be required / applicable, the customer might be billed in addition for the following:

  • A 100 AED fee will apply for administration and invoicing of destination duties and taxes to the Shipper, third party or to an entity in a third country, to ensure such inbound duties and taxes are paid for by the Receiver.
  • 2% of shipment value or AED 40, whichever is higher, for the engagement of transportation insurance. The provision at individual shipment level, of declared value coverage above Standard Liability, for the amount necessary to repair or replace a shipment /piece in the unlikely event of physical loss or damage. Known as Shipment Value Protection in the US & Canada.
  • 10 AED fee will apply for a proactive notification message given to the Shipper via phone confirming that the shipment/piece has been delivered at destination. Helpful for those who frequently travel or with little time in the day. The same information is available reactively through www.dhl.com and online eCom tools.
  • 20 AED fee will apply for DHL to obtain a signature from the consignee or a representative at the delivery address. In case no one is at the delivery address, DHL will reattempt delivery. DSR shipments can’t be rerouted, dropped in a post box or left with the neighbour. The receiver is authorized to arrange an alternative delivery time at the same delivery address or to collect the shipment from a DHL owned service point.

CLICK & COLLECT

Choose and pay your order online. Select “CLICK & COLLECT” in the shipping option. This will allow you to collect your online order items directly from our shop. A notification email will be sent to you once your order is ready. You must bring the “INVOICE ORDER”, “PAYMENT RECEIPT” and any valid ID’s upon collection and present it to our Shop In-charge.

Martin and Ella Shop Timings:
8am-5:30pm

Martin and Ella Shop Address:
U-Bora Tower 4
Al Abraj Street,
Retail Unit 11
Business Bay, Dubai
United Arab Emirates

What is CLICK & COLLECT order?
This will allow you to collect your online order items directly from our shop.

How do I place a CLICK & COLLECT order?
Choose “CLICK & COLLECT” in the shipping option.

What do I need to bring to collect my order?
You must bring the notification email either printout or electronic copy of Invoice Order, Payment Receipt, proof of ID this may either be photo ID such as a passport, Emirates ID, driving license and present it to our Shop In-charge to assist you with your collection.

What if someone else is collecting my order?
That’s fine, but that person must show your notification email either printout or electronic copy of Invoice Order, Payment Receipt, proof of ID this may either be photo ID such as a passport, Emirates ID, driving license and present it to our Shop In-charge to assist you with your collection.

If you have any questions, please contact Martin and Ella at 04 584 7510.