Shipping Policy — FAMM Tableware 

This Shipping Policy — FAMM Tableware applies to FAMM Tableware Orders. FAMM Café deliveries are governed exclusively by FAMM Café Delivery Policy (FAMM Café Delivery Policy), owing to the perishable and time-sensitive nature of food and beverage Products.

Delivery Methods 

FAMM Tableware Orders are fulfilled either by White Glove Delivery, described fully in White Glove Delivery Policy, or by standard courier delivery, depending on the nature, size and value of the Product and the Customer's delivery location. The applicable delivery method will be confirmed to the Customer at the time of Order or at dispatch.

Dubai and Abu Dhabi Delivery 

Standard delivery is available across Dubai and Abu Dhabi. Estimated delivery timeframes are provided at checkout or in the order confirmation and are indicative rather than guaranteed, for the reasons set out in Shipping Policy — FAMM Tableware. Deliveries to locations outside Dubai and Abu Dhabi within the United Arab Emirates may be arranged on request; the Customer should contact Customer Service prior to placing an Order to confirm feasibility and cost.

International Shipping 

Customers located outside the United Arab Emirates must contact the Company at customerservice@famm.ae before placing an Order, so that the feasibility, cost and estimated timeframe of international shipment can be assessed on an individual, Product-by-Product basis. Not all FAMM Tableware Products are suitable for international shipment, owing to size, fragility or destination-country import restriction, and the Company reserves the right to decline to fulfil an international Order following this assessment.

Shipping Quotations 

Any shipping quotation provided to an international Customer covers transportation only, from the Company's premises to the agreed delivery address. A shipping quotation does not include, and the Company does not undertake to estimate, any import duty, tax, customs clearance fee or destination-country charge referred to in Shipping Policy — FAMM Tableware.

Customs Duties, Import Taxes and Destination Charges 

All import duties, taxes, customs clearance charges, brokerage fees and any other charges levied by the destination country are the sole responsibility of the recipient and are payable in addition to the price of the Product and the cost of transportation. Such charges are determined by the customs authority of the destination country, are outside the Company's control, and cannot be estimated or prepaid by the Company. The Company recommends that the Customer contact the relevant customs authority prior to placing an international Order to understand the charges likely to apply.

Delays 

International shipments may be subject to delay as a result of customs processing, courier scheduling, adverse weather, or public holidays in either the country of origin or the destination country. Such delays are outside the Company's control, and the Company's obligations in respect of estimated delivery dates are subject in all respects to Terms and Conditions (Force Majeure) and Shipping Policy — FAMM Tableware below.

Tracking 

Where available, a tracking reference will be provided to the Customer upon dispatch, enabling the Customer to monitor the progress of their delivery through the relevant courier or logistics provider's platform. Tracking information is provided by the independent logistics provider referred to in Shipping Policy — FAMM Tableware and its accuracy is subject to that provider's systems.

Packaging and Fragile Products 

FAMM Tableware Products are, by their nature, frequently fragile, and are packaged using materials and methods appropriate to the specific Product, including reinforced cartons, protective wrapping and, where appropriate, wooden or bespoke crating for high-value or oversized pieces. The Customer should inspect packaging for visible external damage upon receipt and should note any such damage on the courier's delivery record before signing for receipt, without prejudice to the reporting period set out in Exchange, Return and Refund Policy.

Delivery Responsibilities and Independent Logistics Providers 

Deliveries are carried out by the Company's own delivery team, in the case of White Glove Delivery, or by independent third-party logistics and courier providers, in the case of standard delivery and international shipment. While the Company selects logistics partners with care, such partners operate as independent contractors, and the Company's liability for any act or omission of an independent logistics provider is limited to the extent set out in Terms and Conditions. The Customer is responsible for ensuring that the delivery address provided is accurate and accessible, and that a recipient is available to accept delivery within the estimated delivery window.

Delivery Delays 

Estimated delivery dates and windows are provided in good faith but are not guaranteed, and may be affected by courier scheduling, customs processing, weather conditions, public holidays, or other Force Majeure Events described in Terms and Conditions. The Company will make reasonable efforts to notify Customers of any known material delay and will not be liable for any loss arising from a delay in delivery, save where such delay results from the Company's own negligence.

White Glove Delivery Policy

White Glove Delivery is the Company's premium delivery service offered in connection with FAMM Tableware, designed to bring the considered, unhurried standard of a luxury showroom experience directly into the Customer's home.

Overview 

White Glove Delivery is offered for FAMM Tableware Products that, by virtue of their value, scale, fragility or ceremonial significance, merit a delivery experience beyond standard courier service. The service is performed by the Company's own trained delivery personnel, or by a specialist delivery partner engaged and briefed by the Company to the same standard, rather than by a general parcel courier.

Scheduling 

Following dispatch readiness, Customer Service will contact the Customer directly to agree a mutually convenient delivery date and a precise delivery appointment window, rather than the broader estimated window applicable to standard delivery under Shipping Policy — FAMM Tableware. The Company will make reasonable efforts to accommodate the Customer's preferred timing, including delivery in connection with a specific occasion or event, subject to logistical feasibility.

Scope of Service 

The White Glove Delivery service includes: careful transport of the Product to the delivery address; unpacking of the Product from its shipping packaging; placement of the Product in the Customer's room or setting of choice, within the delivery address; a visual inspection of the Product together with the Customer to confirm its condition; and removal of all packaging materials from the premises upon completion. Assembly, installation or wall-mounting is included only where expressly stated for the relevant Product.

Access Requirements 

The Customer is responsible for ensuring that the delivery address is reasonably accessible for the delivery team and the Product, including adequate lift, stairwell or doorway clearance, and for advising the Company in advance of any access restriction, including building loading-dock booking requirements, permit requirements, or restricted delivery hours imposed by a building management company. Additional charges may apply where access restrictions not disclosed in advance require an additional delivery attempt.

Damage Reporting 

The joint inspection described in White Glove Delivery Policy is the Customer's primary opportunity to identify any damage or defect before the delivery team departs. Any damage identified at that time will be noted and resolved immediately in accordance with Exchange, Return and Refund Policy. Where damage is identified after the delivery team has departed, the Customer should report it to Customer Service within the forty-eight (48) hour period described in Exchange, Return and Refund Policy. 

FAMM Café Delivery Policy 

This FAMM Café Delivery Policy governs the delivery of all FAMM Café Products, including cakes, pastries, desserts, coffee, made-to-order food, fresh and perishable products, custom cakes and corporate catering orders. Owing to the perishable and time-sensitive nature of FAMM Café Products, this Section applies in place of, and not in addition to, Shipping Policy — FAMM Tableware.

Delivery Areas 

FAMM Café deliveries are currently available within Dubai and Abu Dhabi. Delivery to locations outside these emirates is not available at present; Customers wishing to enquire about delivery to another emirate should contact Customer Service directly.

Order Cut-Off Times 

To ensure that fresh and made-to-order Products reach the Customer at their intended quality, Orders must be confirmed no later than 6:00 PM on the day preceding the requested delivery date. Orders confirmed after 6:00 PM will automatically be scheduled for the next available delivery date, and the Company will notify the Customer of the revised delivery date at the time of, or shortly after, Order confirmation. Custom cake and corporate catering orders may require a longer lead time, as advised by Customer Service at the time of enquiry, given the additional preparation involved.

Delivery Windows 

The Company provides an estimated delivery window for each Order; however, exact delivery times cannot be guaranteed, owing to variables including traffic conditions, courier scheduling, weather and the volume of same-day deliveries. Customers requiring delivery within a precise time frame for an event or occasion are encouraged to advise Customer Service at the time of Order, so that reasonable efforts can be made to accommodate the request, without this constituting a guarantee.

Delivery Information Accuracy 

The Customer is responsible for providing complete and accurate delivery details at the time of Order, including the full delivery address, building or villa number, access instructions, recipient name and a contactable telephone number. The Company and its delivery partners rely on this information to complete delivery successfully and cannot be responsible for delivery failure caused by incomplete or inaccurate information provided by the Customer.

Failed Deliveries 

Where a delivery cannot be completed because of incorrect or incomplete delivery information, an inaccessible delivery location, or the unavailability of the recipient or an authorised alternative recipient at the delivery address, the Company reserves the right to charge an additional fee to cover redelivery or return of the Product, and, given the perishable nature of FAMM Café Products, cannot guarantee that a redelivered Product will retain the same quality as at the original scheduled delivery time. The Company will attempt to contact the Customer using the telephone number provided before treating a delivery as failed.

Handling of Fresh and Perishable Products 

Many FAMM Café Products are fresh, perishable and, in some cases, dairy or cream-based, and must be refrigerated promptly upon delivery to preserve their quality and food safety. The Customer is responsible for ensuring that a suitable refrigerated storage space is available at the delivery address at the estimated time of delivery, and for transferring the Product to appropriate refrigerated storage immediately upon receipt. Food Safety Policy sets out further guidance on storage, shelf life and safe consumption.

Natural Variation in Handmade Products 

FAMM Café cakes, pastries and desserts are handmade, and minor variation in colour, decoration, shape, size or finish between the Product as depicted on the Website and the Product as delivered is inherent to the handmade nature of the category and does not, of itself, constitute a defect. Bespoke or custom cake orders are prepared to the Customer's brief but remain subject to the same principle of natural handmade variation, consistent with Terms and Conditions.

Inspection Upon Delivery 

The Customer should inspect the Order immediately upon delivery, in the presence of the delivery courier where practicable, and should report any missing, damaged or incorrect item to Customer Service without delay, and in any event within the timeframe set out in Exchange, Return and Refund Policy. Prompt reporting, ideally supported by photographic evidence, allows the Company to investigate and resolve the matter while the facts remain clear and, where appropriate, while replacement or redelivery remains practicable.

Post-Delivery Storage Responsibility 

Once a FAMM Café Order has been delivered and accepted, responsibility for its proper storage, including prompt refrigeration, protection from heat exposure, and careful handling, passes to the Customer. FAMM Café shall not be liable for any deterioration in the quality, safety or condition of a Product that results from improper storage, delayed refrigeration, exposure to heat or direct sunlight, or mishandling occurring after delivery, without prejudice to the Customer's mandatory rights described in Exchange, Return and Refund Policy.