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 provides flexible options to manage your delivery directly.

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

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.

During exceptionally busy periods, including product launches, promotional periods and peak seasonal periods, processing may take longer.

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

All delivery times provided by AZAT MARD are estimates only and are not guaranteed delivery dates.

Estimated DHL Express Transit Times

All AZAT MARD orders are dispatched from our UK warehouse using DHL Express. The following timeframes are estimated transit times from the date of dispatch:

 

 

Please note that these are estimated DHL Express transit times from dispatch and are not guaranteed delivery dates. They do not include order processing time.

Customs clearance, customs inspections, local authorities, public holidays, adverse weather, airspace restrictions, courier network disruptions and other circumstances outside of our reasonable control may occasionally affect delivery times.

Tracking & DHL On Demand Delivery (ODD)

Once your order has been dispatched, you’ll receive a DHL tracking link by email. DHL may 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.

• Provide additional delivery instructions.

• Authorise delivery without a signature where available.

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.

If you authorise delivery without a signature, select a safe-place delivery option or provide alternative delivery instructions directly to DHL, you accept the additional risk associated with those instructions once DHL has confirmed delivery in accordance with them, subject to your applicable statutory rights.

Duties & Taxes

USA

AZAT MARD currently covers import duties and tariffs on orders shipped to the USA.

Customers should therefore not normally be asked to pay additional import duties or tariffs to DHL upon delivery.

State and local sales taxes may still be calculated and charged at checkout where applicable. These are separate from import duties and tariffs.

This service 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.

Where your order is shipped using our duties-paid service, you should not be required to pay additional import duties or taxes to DHL upon delivery.

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

Canada

AZAT MARD currently covers import duties and taxes on eligible orders shipped to Canada where our duties-paid delivery service applies.

Where your order is shipped duties paid, you should not be required to pay additional import duties or taxes to DHL upon delivery.

United Arab Emirates

AZAT MARD currently covers import duties and taxes on eligible orders shipped to the UAE where our duties-paid delivery service applies.

Where your order is shipped duties paid, you should not be required to pay additional import duties or taxes to DHL upon delivery.

Armenia

Due to local customs regulations, AZAT MARD is unable to cover import duties or taxes for shipments to Armenia.

Orders may be subject to local customs duties, taxes or clearance requirements depending on the value and nature of the shipment. Any applicable charges are determined by Armenian Customs and are outside AZAT MARD’s control.

If payment, identification or additional information is required, DHL or the relevant customs authority will contact you directly.

Please ensure any required payment or information is provided promptly to avoid delays, storage charges or the parcel being returned.

Australia

Australian customs requirements vary depending on the value and nature of the shipment.

Orders exceeding A$1,000 may be subject to additional customs requirements, duties, taxes or processing charges.

If applicable, DHL will contact you directly with the relevant payment or clearance instructions.

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

Rest of World

Unless expressly stated otherwise by AZAT MARD, import duties, taxes, customs charges and clearance fees vary by country and remain the responsibility of the customer.

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

AZAT MARD does not control these charges and cannot guarantee their amount prior to shipment.

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. Customers are responsible for ensuring that their delivery address, postcode, email address and telephone number are complete and accurate.

Once an order has been processed or dispatched, we cannot guarantee that changes to the delivery address can be made.

We are unable to change the delivery country or reroute a shipment to another country after dispatch, 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 an eligible 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, clearance procedures, local authorities, carrier disruption or other circumstances outside of our reasonable control.

Customers are responsible for providing any information or documentation reasonably requested by DHL or the relevant customs authority in connection with their shipment.

Failure to provide requested information or make any customer-payable customs payment may result in delays, storage charges, return of the shipment or, in exceptional circumstances, disposal by the relevant customs authority.

While most deliveries arrive within the estimated transit times shown above, please allow additional time where a shipment is subject to customs clearance or other unexpected delays.

All delivery times are estimates and are not guaranteed delivery dates.

A shipment arriving outside the estimated transit window does not, by itself, automatically entitle the customer to cancellation, compensation, a refund or reimbursement of shipping charges.

Shipping charges will not normally be refunded solely because a shipment experiences a delay caused by customs clearance, local authorities, DHL or carrier network disruption, weather, airspace restrictions, public holidays, recipient action or other circumstances outside AZAT MARD’s reasonable control.

Where a shipment experiences an unusually prolonged delay, please contact our Customer Care Team and we will assist with tracking the shipment and, where appropriate, raise an investigation with DHL.

Nothing in this section excludes or limits any mandatory rights available to you under applicable consumer protection law.

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 where appropriate.

Any claim for a lost or missing parcel will be assessed using the outcome of DHL’s investigation and any available proof of delivery, which may include tracking records, delivery scans, GPS information, photographs, signatures or other delivery information.

If you have authorised delivery without a signature, selected a safe place or provided alternative delivery instructions directly to DHL, this may affect the outcome of a loss claim where DHL confirms delivery was completed in accordance with those instructions.

This does not affect any rights that cannot legally be excluded.

Damaged Shipments

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

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 in accordance with your applicable rights.

Returned / Undeliverable Shipments

A shipment may be returned to AZAT MARD due to:

• An incorrect or incomplete shipping address.

• Refusal of delivery.

• The recipient being unavailable or DHL being unable to contact the recipient.

• Unpaid customer-payable customs duties or taxes.

• Failure to provide information or documentation requested by DHL or customs.

• Failure to collect the parcel within the timeframe provided by DHL.

• A request to change the delivery country after dispatch.

• Delivery being unsuccessful following the permitted delivery attempts.

Where a parcel is returned for reasons attributable to the customer, any refund or Store Credit will be handled in accordance with our Returns & Refund Policy and applicable consumer law.

Where legally permitted, any costs incurred by AZAT MARD as a direct result of the unsuccessful delivery or return may be deducted from any amount otherwise due, including where applicable:

• Original shipping charges.

• Return shipping charges.

• Customs duties or taxes.

• Customs clearance fees.

• Storage charges.

• Additional courier charges.

• Any other direct costs associated with the return.

If you would like the items shipped again, additional shipping charges will apply and a new order or shipment may be required.

In the rare event that customs authorities dispose of, abandon or destroy a shipment because required customer-payable duties, taxes or documentation have not been provided, our ability to issue a refund or Store Credit may be affected, 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, release 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, sanctions, customs controls and regional courier disruptions, some destinations may occasionally experience longer transit times, altered shipping routes or temporary carrier surcharges.

This can include shipments to Armenia, parts of the Middle East and other affected regions.

Any temporary surcharges or changes to courier routing are imposed by our delivery partners and are outside 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.

Events Outside Our Reasonable Control

To the extent permitted by applicable law, AZAT MARD will not be responsible for delays or failure to perform caused by events outside our reasonable control.

These may include, without limitation, severe weather, natural disasters, war, civil unrest, government action, sanctions, industrial action, airspace restrictions, customs inspections, border closures, transport network disruption and interruption or disruption to third-party courier and logistics services.

This does not exclude or restrict any liability or consumer right that cannot legally be excluded.

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 jurisdiction of the courts of England and Wales.

Nothing in this provision is intended to deprive a consumer of any mandatory rights or protections available to them under applicable law.

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 from time to time. Changes will apply to orders placed after the updated policy is published.