Shipping & Delivery Policy

Delivered safely, frozen and with care.

Thank you for shopping with K-JO. We are committed to delivering your order safely and efficiently while maintaining the quality of our products throughout the delivery process.

Last updated: July 2026

1. Delivery Areas

We currently deliver across all Emirates within the United Arab Emirates.

If delivery is unavailable in your area, we will contact you as soon as reasonably possible.

2. Delivery Timeframes

Orders are prepared and dispatched according to our current delivery schedule.

Estimated delivery times may be provided during checkout or on our Delivery Information page. Delivery timing may vary depending on your location, order volume, public holidays or operational circumstances.

While we always aim to deliver within the estimated timeframe, delivery times are estimates and cannot be guaranteed.

3. Delivery Charges

Delivery charges are calculated during checkout.

Current delivery fees and any applicable free-delivery thresholds are displayed on our website before payment is completed.

4. Receiving Your Order

To help protect the quality of frozen and perishable products, someone should be available to receive the order at the delivery address.

If no one is available to accept the delivery, our delivery team or delivery partner may attempt to contact you using the telephone number provided with your order.

Additional delivery charges may apply if a second delivery attempt is required.

5. Frozen Products

Many of our products require frozen storage.

Orders are packed using appropriate insulated packaging and cooling materials whenever required to help maintain product quality during transportation.

Upon delivery, customers should inspect their order and transfer frozen products to a freezer as soon as possible.

6. Mixed Orders

Your order may include K-JO products as well as products from carefully selected partner brands.

Whenever practical, products will be packed together while maintaining appropriate storage and handling conditions for each item.

Packaging may vary depending on the size, quantity, type and temperature requirements of the products ordered.

7. Delivery Delays

Although we work hard to deliver every order on time, delays may occasionally occur due to circumstances beyond our reasonable control, including:

1. Severe weather
2. Heavy traffic
3. Public holidays
4. Vehicle breakdowns
5. Operational or technical disruptions
6. Other events beyond our reasonable control

If a significant delay occurs, we will make reasonable efforts to keep you informed using the contact details provided with your order.

8. Delivery Address

Customers are responsible for providing a complete and accurate delivery address, including:

1. Building name or number
2. Apartment, office or villa number
3. Area
4. Emirate
5. A valid contact telephone number

Incorrect or incomplete information may delay delivery or result in additional delivery charges.

9. Failed Deliveries

Delivery may be unsuccessful if:

1. The address provided is incorrect or incomplete
2. The recipient is unavailable
3. Contact cannot be established using the details provided

If delivery cannot be completed, we will make reasonable efforts to contact you.

If delivery remains unsuccessful after reasonable attempts, the order may be cancelled or additional delivery charges may apply.

Due to the perishable nature of frozen products, certain items may not be eligible for redelivery, replacement or refund where the failed delivery resulted from incorrect information or recipient unavailability.

10. Order Inspection

Please inspect your order upon delivery.

If you believe an item is missing, damaged or has arrived in an unsuitable condition, please contact us as soon as possible, preferably within 24 hours of delivery, so we can investigate and assist you promptly.

We may request photographs of the affected product, packaging and labels to help us assess the issue.

11. Risk and Responsibility

Responsibility for the products transfers to the customer once the order has been successfully delivered to the address provided.

Customers are responsible for storing, handling and preparing products according to the instructions provided on the product packaging.

12. Your Rights Under UAE Law

Nothing in this Shipping & Delivery Policy limits or excludes any rights available to consumers under the applicable laws of the United Arab Emirates.

13. Contact Us

If you have any questions regarding shipping or delivery, please contact our Customer Support team.