Thank you for visiting and shopping with Wasilaah!
Below are the terms and conditions that constitute our Shipping Policy.
Shipping may take up to 30 business days maximum, depending on product size and availability — though delivery usually happens within a week.
We are always working at full speed to fulfill your order as quickly as possible.
Additional shipping fees may apply based on your location, high-floor deliveries (above the 3rd floor), or the size of your order.
Our delivery team will call you the day before your scheduled delivery to confirm your availability.
Notes:
All phone calls with our team are recorded for quality assurance purposes.
If our delivery team is unable to reach you by phone, we will send you an email to confirm delivery. If no reply is received within 2 days, the order will be cancelled and the product will be restocked.
We always strive to provide a high quality delivery service, so please expect your delivery within a 3-hour time window.
Furniture Delivery (Sofas - Beds - Recliners):
- Delivery includes carrying the item up to the 3rd floor via a wide staircase to ensure product safety.
- Please make sure the product will fit in the designated space, and that all doorways and hallways along the way are wide enough for it to pass through.
- For any additional floors or narrow doorways and hallways, the customer is responsible for providing a lift at their own cost and under their supervision.
Scheduled Delivery:
Customers may postpone their furniture delivery for up to 3 months from the purchase date at no extra cost, provided that full payment has been completed in advance to qualify for deferred delivery.
After the 3-month period, storage fees of 2% of the order value will be applied monthly.
Maintenance & Repairs — Shipping Fees
If the maintenance work on any Wasilaah product requires the item to be collected from you and returned after servicing. Courier/transport fees for both the pickup and the delivery back are paid by the customer.
This applies during the warranty period as well. Warranty covers the maintenance work itself free of charge — labour and any covered parts — but it does not cover courier or transport fees, which remain the customer's responsibility in all cases.
Fees are calculated based on your location and the size of the item, and will be confirmed with you before the pickup is scheduled.
At Wasilaah, your comfort and happiness are our top priority!
If you received an incorrect or defective item, you must notify us within 48 hours and the following conditions must be met:
- The product must be in its original packaging, brand new and unused
- You must send us a video of the product clearly showing the issue
And if you changed your mind after delivery, you can request a return within 14 days under the following conditions:
- The product must be in its original packaging, brand new and unused
- You must send us a video and photos of the product clearly showing its original condition
- When the courier arrives to pick up the product, they will inspect it to confirm that the original packaging is intact and that there are no scratches or signs of use — the courier will not accept a product without its original packaging
Regarding furniture (Sofas - Beds - Sectionals - Recliners),
Returns are not available exchanges only.
If you find any manufacturing defect in the product, make sure to notify us within 48 hours of receiving it — this is fabric and it's delicate 😊
Customized orders are unfortunately not eligible for return or exchange.
Refunds
- If you paid by card, your money will be refunded within 10 business days, hassle-free
- If you paid cash on delivery, your money will be returned to you the moment we pick up the product and after inspecting the item
Return Fees
- If you need to return an order within 14 days and the product is in its original unused condition, new shipping fees will be charged equal to the original shipping cost
- Orders that were shipped with free shipping will be subject to return fees
- If you decide to return the order while the courier is at your door, only the shipping fees will be charged
Any questions or inquiries, we're always here and happy to help! 😊
