Shipping Policy

This Shipping Policy applies to orders placed through fincadontulio.com.

1. Delivery Locations

We deliver to locations made available during checkout.

Delivery availability may vary depending on:

  • The customer’s location.
  • The type of product ordered.
  • Courier coverage.
  • Product availability.
  • Whether the order contains freshly prepared or perishable products.

Freshly prepared drinks and food may be available only within selected local delivery zones. Packaged coffee and eligible equipment may have wider delivery coverage.

If your address cannot be serviced, we will contact you and cancel or refund the affected order.

2. Processing Times

Processing times depend on the products ordered:

  • Fresh drinks and food are prepared after order confirmation.
  • Coffee is prepared, packed or dispatched according to availability and freshness requirements.
  • Equipment and special-order products may require additional processing time.

An estimated delivery time may be displayed at checkout or communicated after your order is confirmed.

Orders placed during weekends, public holidays, peak periods or promotional campaigns may take longer.

3. Delivery Charges

Delivery charges are calculated and displayed during checkout before payment is completed.

Charges may depend on:

  • Delivery address.
  • Order size and weight.
  • Delivery speed.
  • Product type.
  • Courier fees.
  • Promotional or free-delivery eligibility.

Any applicable taxes and charges will be displayed where required.

4. Order Confirmation and Tracking

After placing an order, you may receive an order-confirmation email or message.

Where tracking is available, tracking details will be sent after dispatch. Tracking may not be available for certain local or on-demand deliveries.

Tracking estimates are provided by the delivery partner and may change due to traffic, weather, operational disruption or other circumstances outside our reasonable control.

5. Correct Delivery Information

Customers are responsible for providing a complete and accurate:

  • Recipient name.
  • Telephone number.
  • Building, villa or apartment number.
  • Street and area.
  • Emirate or city.
  • Access instructions and location details.

Please contact us immediately if you notice an error. We cannot guarantee that an address can be changed after preparation or dispatch has begun.

Additional delivery charges caused by an incorrect or incomplete address may be charged to the customer.

6. Receiving Fresh and Perishable Orders

A customer or authorised recipient should be available to receive freshly prepared drinks, food and other perishable products at the requested address.

To maintain quality and food safety, perishable orders should be received and consumed or stored promptly.

We may not be able to provide a refund where delivery fails because:

  • No one was available to receive the order.
  • The customer could not be contacted.
  • Access to the address was unavailable.
  • Incorrect delivery information was provided.
  • The customer requested that the order be left unattended.

7. Delivery Delays

We make reasonable efforts to deliver within the estimated period, but delivery times are estimates and are not guaranteed.

Delays may occur because of:

  • Traffic or road closures.
  • Weather conditions.
  • Courier disruption.
  • Public holidays.
  • Security or building-access restrictions.
  • High order volumes.
  • Incorrect delivery information.
  • Events outside our reasonable control.

We will try to communicate material delays where practical.

8. Missing or Damaged Deliveries

Inspect the order when it arrives. Contact us promptly if:

  • The packaging is visibly damaged.
  • A product is missing.
  • The wrong product was delivered.
  • A product leaked, spilled or was damaged during delivery.

Please retain the product and packaging and provide photographs when requested.

Do not discard a damaged item until we confirm that it is no longer required for investigation.

9. Failed Delivery and Redelivery

Where a packaged-product or equipment delivery fails because the customer was unavailable or supplied incorrect information, the courier may attempt redelivery.

Additional delivery charges may apply.

Perishable or freshly prepared products may not be suitable for redelivery and may not qualify for a refund where the delivery failure was outside Don Tulio’s control.

10. Risk and Ownership

Responsibility for an order passes to the customer when the order is delivered to the customer, an authorised recipient or a location specifically authorised by the customer.

Requests to leave an order unattended are made at the customer’s risk.

11. International Orders

International delivery is available only where expressly offered during checkout or confirmed by Don Tulio in writing.

Customers receiving international orders are responsible for any applicable customs duties, import taxes, permits or clearance charges unless otherwise stated during checkout.

Food and coffee import restrictions vary between countries. We may cancel an order where delivery is prohibited or impractical.

12. Contact

For shipping and delivery questions:

Email: info@fincadontulio.com
Website: fincadontulio.com