Delivery & Return Policy
How we deliver TEREA and IQOS orders across the UAE, what delivery costs, how you can pay, and how returns and refunds work.
Last updated:
Delivery options and fees
You choose a delivery option at checkout. Every option is free when your order total is AED 400 or more.
| Option | Areas | Under AED 400 | AED 400 and over |
|---|---|---|---|
| 1–2 Hour Delivery | Dubai, Ajman, Sharjah | AED 30 | Free |
| 2–4 Hour Delivery | Dubai, Ajman, Sharjah | AED 25 | Free |
| 12–24 Hour Courier | Abu Dhabi, Al Ain, Ras Al Khaimah, Umm Al Quwain, Fujairah | AED 25 | Free |
Order processing time
- Orders are processed as soon as they are confirmed.
- Most orders leave within 30–60 minutes, day or night.
- Orders placed after the daily cut-off may go out in the next delivery window.
Payment options
- Cash on delivery: pay the driver in cash when your order arrives.
- Card on delivery: pay by debit or credit card, Apple Pay or Google Pay on the driver’s card machine. An extra 5% is added for card payments. Pay by cash or bank transfer to avoid it.
- Bank transfer: pay into our UAE bank account. We send the details when we confirm your order.
Order confirmation and tracking
- We confirm your order by phone, WhatsApp or email.
- The driver may call before arrival to confirm your location.
- Please check your phone number and address when you order.
Failed delivery attempts
If the driver cannot reach you, or the address is incorrect, we will arrange a new delivery time. Extra delivery charges may apply in some cases.
Returns
If there is a problem with your order, contact us and we will help as quickly as we can. You can ask for a return within 7 days of receiving your order if:
- the item is unused and in its original packaging,
- it was not damaged by misuse, and
- all included accessories and packaging are returned.
Items we cannot take back
For hygiene and product safety reasons, these cannot be returned once opened:
- Opened TEREA or HEETS sticks and other tobacco products
- Products with broken seals
- Items damaged after delivery
- Clearance or discounted items
Refunds
- We check returned items before refunding.
- Approved refunds are paid within 7–14 business days.
- Refunds go back by the payment method you used.
Cancelling an order
You can cancel an order until it has been dispatched. Once it is out for delivery, it may not be possible to cancel.
Contact us
Questions about delivery, returns or your order: call or WhatsApp +971 52 618 1244 or email info@tereaheetsdubai.ae.
Call or WhatsApp +971 52 618 1244, 24 hours a day, every day. Email info@tereaheetsdubai.ae.