Shipping policy

Shipping Policy

We’re delighted to offer Express Worldwide Delivery with DHL. Every order is dispatched from our UK warehouse with fully tracked shipping, giving you visibility from the moment your order leaves us until it reaches you.

Once dispatched, DHL On Demand Delivery (ODD) also gives you flexible options to manage your delivery directly.

We currently ship worldwide, with the exception of Russia due to current government sanctions and shipping restrictions.

For any questions before placing your order, please contact our Customer Care Team at info@azatmardofficial.com.

 

Dispatch & Delivery

Orders placed before 4:00pm (UK time), Monday to Friday, will usually be dispatched the same business day, excluding UK public and bank holidays.

Orders placed after 4:00pm, at weekends or on UK public or bank holidays will usually be processed on the next business day.

Transit times begin from the date of dispatch and vary depending on your destination and customs clearance.

Please note that delivery times are estimates only. Customs inspections, local authorities, courier disruptions, weather conditions and other circumstances outside of our control may occasionally cause delays.

 

Tracking & DHL On Demand Delivery (ODD)

Once your order has been dispatched, you’ll receive a DHL tracking link by email. DHL will also provide delivery updates via email and/or SMS.

Depending on your destination, DHL On Demand Delivery may allow you to:

• Reschedule your delivery for another day.
• Redirect your parcel to a nearby DHL Service Point.
• Request a vacation hold.
• Authorise delivery without a signature.

Please note that if you authorise delivery without a signature or select a safe-place delivery option, you accept responsibility for the parcel once DHL has confirmed delivery in accordance with your instructions.

 

DHL On Demand Delivery is provided free of charge.

Please ensure the email address and telephone number provided with your order are correct so DHL can contact you regarding your delivery where necessary.

 

Duties & Taxes
USA- AZAT MARD currently covers all duties and taxes on orders shipped to the USA.

This is subject to change.

Europe- AZAT MARD currently covers duties and taxes on eligible orders shipped to European destinations where our shipping service provides duties-paid delivery.

This is subject to change and may vary depending on the destination.

Armenia- Due to local customs regulations, we are unable to cover import duties or taxes for shipments to Armenia.

For most orders, charges may be minimal or may not apply. However, orders exceeding approximately €200 / 84,000 AMD may be subject to customs duties or taxes determined by Armenian Customs.

If payment is required, DHL will contact you directly with payment instructions before delivery. Please ensure any required payment is completed promptly to avoid delays or the parcel being returned.

Australia- Orders exceeding AUD $1,000 may be subject to import duties or taxes.

If applicable, DHL will contact you directly with payment instructions before delivery.

Please ensure any required payment is completed promptly to avoid delays or issues with your shipment.

Rest of World- Import duties, taxes and customs charges vary by country and remain the responsibility of the customer unless otherwise stated above.

Customs thresholds, duty rates, tax rates and local import regulations are determined by the relevant authorities and may change without notice.

Shipping Address & Delivery Changes

Please take a moment to check your shipping address carefully before completing your order.

Orders are processed using the shipping address entered at checkout. Once an order has been placed, we are unable to change the delivery country or reroute a shipment to another country, as shipping labels, customs documentation and courier bookings are prepared using the information provided at checkout.

After dispatch, DHL On Demand Delivery may allow you to manage certain local delivery preferences, including rescheduling your delivery or redirecting your parcel to a nearby DHL Service Point. These options do not allow a shipment to be redirected to another country.

 

Customs & Delivery Delays

International shipments may occasionally be delayed due to customs inspections or clearance procedures.

While most deliveries arrive much sooner, please allow up to 15 working days in the event of customs clearance delays.

Unfortunately, delays caused by customs, local authorities, courier disruptions or other circumstances outside of our control may affect your estimated delivery date.

Shipping charges cannot be refunded solely due to delays caused by customs or local authorities, subject to your applicable statutory rights.

 

Lost or Missing Parcels

If your tracking shows your parcel as delivered but you haven’t received it, please contact us at info@azatmardofficial.com as soon as possible. Our team will raise an investigation with DHL on your behalf.

Any claim for a lost or missing parcel will be subject to the outcome of DHL’s investigation and any available proof of delivery.

If you have authorised delivery without a signature, selected a safe place or provided alternative delivery instructions directly to DHL, we’re unable to accept responsibility for loss or theft after DHL has confirmed delivery in accordance with those instructions, except where required by applicable law.

 

Damaged Shipments

If your parcel arrives visibly damaged, please take photographs of the outer packaging, shipping label and contents and contact us at info@azatmardofficial.com within 48 hours of delivery.

Please keep the item and all original packaging while we investigate the matter with DHL.

If damage during transit is confirmed, our Customer Care Team will arrange an appropriate resolution at no additional cost.

 

Returned Shipments

If your parcel is returned to us due to:

• An incorrect or incomplete shipping address.
• Refusal of delivery.
• Unpaid customs duties or taxes.
• Failure to collect the parcel within the timeframe provided by DHL.
• A request to change the delivery country after dispatch.

Once the parcel has been received and inspected at our warehouse, the order will be eligible for Store Credit only.

Before Store Credit is issued, any costs incurred by AZAT MARD as a direct result of the return will be deducted, including where applicable:

• Original shipping charges.
• Return shipping charges.
• Customs duties, taxes or clearance fees.
• Courier charges.
• Any additional costs directly associated with the return.

If you would like the items shipped again, you can use your Store Credit to place a new order using the correct shipping details. Any applicable shipping charges for the new order will apply.

In the rare event that customs authorities dispose of a shipment because required duties or taxes have not been paid, we’re unable to provide a refund or Store Credit, except where required by applicable law.

For voluntary returns and refunds, please refer to our Returns & Refund Policy.

 

Pre Orders

If your order contains both pre-order and in-stock items, your order will normally be dispatched together once the pre-order item becomes available, unless otherwise stated or agreed by AZAT MARD.

Any estimated availability or dispatch dates provided for pre-order products are estimates and may be subject to change.

 

Regional Shipping Updates

Due to ongoing geopolitical circumstances, airspace restrictions and regional courier disruptions, some destinations may occasionally experience longer transit times or temporary carrier surcharges.

This can include shipments to Armenia and parts of the Middle East.

Any temporary surcharges are imposed by our courier partners and are outside of AZAT MARD’s control.

We continue to ship to affected regions wherever courier services remain available and work closely with our delivery partners to ensure orders arrive as safely and efficiently as possible.

Please note that returns from certain affected regions may temporarily be unavailable due to courier or logistical restrictions. If this affects your order, please contact our Customer Care Team at info@azatmardofficial.com for assistance.

 

Statutory Rights

Nothing in this Shipping Policy is intended to exclude, restrict or limit any rights or remedies you may have under applicable consumer protection law.

Where any provision of this Shipping Policy conflicts with a mandatory right provided under applicable law, your statutory rights will apply.

By placing an order with AZAT MARD, you acknowledge that you have read and understood this Shipping Policy.

 

Governing Law

This Shipping Policy and any dispute or claim arising from or in connection with it are governed by the laws of England and Wales.

Where permitted by applicable law, any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact Us

For any questions regarding shipping, tracking, customs, duties or delivery, please contact our Customer Care Team:

info@azatmardofficial.com

We sincerely appreciate your patience and understanding should circumstances outside of our control affect your delivery.

AZAT MARD reserves the right to amend or update this Shipping Policy at any time without prior notice. The latest version published on our website will apply to future orders.