Shipping And Delivery Policy

1. Scope

This Shipping and Delivery Policy applies to purchases made through www.kwashomes.com and should be read together with our Terms and Conditions, Returns and Exchanges Policy, and Warranty Policy.

KWAS Homes currently delivers within the Sultanate of Oman only.

2. Order Processing

Orders are processed during our normal working days: Sunday to Thursday, excluding official public holidays.

Delivery estimates begin after:

1.    Payment has been successfully received and verified;

2.    The order has been accepted by KWAS Homes;

3.    The delivery address and contact information have been confirmed; and

4.    For custom products, all required sizes, designs and specifications have been approved.

Orders received outside working hours may be processed on the next working day.

3. Estimated Delivery Times

Our normal estimated delivery periods are:

5.    Muscat: 3-5 working days

6.    Outside Muscat: 7-9 working days

These are estimated rather than guaranteed delivery periods. Remote locations, restricted-access areas, severe weather, public holidays, supplier delays, customs procedures, transport interruptions and circumstances outside our reasonable control may result in additional time.

Custom-size paintings and other made-to-order products require production time in addition to delivery time. The estimated production period will be shown on the relevant product page or communicated when the order is confirmed.

If a material delay becomes known to us, we will make reasonable efforts to inform the customer using the contact details provided with the order.

4. Delivery Charges

7.    Delivery is free when the merchandise value of an order is above OMR 10.

8.    Orders with a merchandise value of OMR 10 or less are subject to a delivery charge shown at checkout or confirmed before payment.

The qualifying order value is calculated after discounts and before any delivery charge, unless a promotion expressly states otherwise.

5. Delivery Address and Access

Customers must provide a complete and accurate delivery address, including the governorate, wilayat, area, street or landmark, building or villa number, floor number where applicable, and an active Oman telephone number.

Before ordering large furniture, the customer is responsible for checking that the item can safely pass through entrances, corridors, stairways, lifts and other access points at the delivery location.

Please tell us in advance about access restrictions, upper-floor delivery, narrow stairways, unavailable lifts, gated communities, permits or other conditions that may affect delivery. If safe and reasonable access is unavailable, delivery may need to be rescheduled.

6. Delivery Appointment and Authorized Recipient

We or our delivery partner may contact the customer to confirm the delivery date, time window and location.

The customer or an authorized adult aged 18 or over must be available to receive and inspect the order. A person accepting the order at the confirmed address will be treated as authorized by the customer.

7. Unsuccessful Delivery and Redelivery

If delivery cannot be completed because:

9.    Nobody is available at the agreed location;

10.      The customer cannot be contacted;

11.      The address is incorrect or incomplete;

12.      Safe access is unavailable; or

13.      The customer refuses delivery without a valid product-related reason,

the order may be returned to the delivery facility. A redelivery charge of [INSERT REDELIVERY FEE OR FEE BASIS] may apply. The fee, if applicable, will be communicated before redelivery is arranged.

8. Assembly and Removal Services

Standard delivery does not include:

14.      Furniture assembly or installation;

15.      Wall drilling or hanging of paintings;

16.      Electrical or technical installation;

17.      Dismantling, moving or disposal of existing furniture; or

18.      Removal of packaging after delivery.

If any additional service is offered for a particular product, it must be expressly stated on the product page, order confirmation or separate written agreement.

9. Receiving and Inspecting the Order

Customers should inspect the packaging and product promptly at delivery. Where practical, please check:

19.      The number of packages;

20.      The product name, colour and size;

21.      Visible damage to the packaging or product;

22.      Missing parts; and

23.      Any obvious difference from the confirmed order.

Visible problems should be noted with the delivery representative before departure where possible. The customer should then notify KWAS Homes within 24 hours of delivery by emailing info@kwashomes.com or contacting [INSERT TELEPHONE/WHATSAPP NUMBER]. The notification should include the order number, a clear description and photographs or video of the product and packaging.

The 24-hour reporting period helps us investigate transport-related claims promptly. It does not exclude any non-waivable rights available to a consumer under applicable Omani law.

10. Transfer of Responsibility

Responsibility for the product passes to the customer when it is delivered to the confirmed address and accepted by the customer or an authorized recipient, subject to the customer’s rights regarding hidden defects, manufacturing defects, incorrect goods and other protections under applicable law.

11. Delays Beyond Our Control

KWAS Homes will not be responsible for delay caused by circumstances beyond its reasonable control, provided that this does not exclude obligations that cannot lawfully be limited. We will make reasonable efforts to communicate significant delays and complete delivery as soon as reasonably possible.

12. Contact Us

Email: info@kwashomes.com | Telephone/WhatsApp: [INSERT TELEPHONE/WHATSAPP NUMBER] | Hours: Sunday to Thursday, 9:00 AM to 5:00 PM, excluding public holidays