Shipping & Delivery Policy

1. Where we deliver

We deliver to all 14 Syrian governorates: Damascus, Rural Damascus, Aleppo, Homs, Hama, Latakia, Tartus, Idlib, Daraa, As-Suwayda, Quneitra, Deir ez-Zor, Raqqa and Al-Hasakah. Coverage inside some areas may vary with local conditions; checkout shows whether delivery is available to your address.

2. Fees and timing by zone

The final fee is calculated and shown at checkout before you confirm. If an order comes from more than one seller it may arrive in more than one parcel, at no extra cost unless stated at checkout.

3. When your order arrives

• Delivery time starts when the order is confirmed — for electronic payments, once the payment is verified.
• Times are in working days and exclude Fridays and public holidays.
• Where delivery time slots are offered, you can pick the one that suits you at checkout and we will do our best to keep to it.

4. Imported items

Items imported from Amazon and SHEIN are ordered from abroad after your order is confirmed and usually take 10–20 days to reach you; international shipping or customs can add delays. If your order mixes local and imported items, they may arrive separately.

5. Tracking and live map

You are notified at every stage. Follow your order in My orders or on the tracking page with your order number. Once it is out for delivery, you can watch the courier approach live on the map.

6. Delivery code

Every order has a 4-digit delivery code shown on the tracking page. Give it to the courier only when you actually receive the parcel — entering the code confirms delivery. Never share it by phone or message before the courier arrives.

7. Receiving your order

• Check the outside of the parcel before accepting it. If the packaging is clearly damaged, take photos — you may refuse it.
• For cash on delivery, have the amount ready; exact change is appreciated.
• Someone else can receive the order for you if you give them the delivery code; you are responsible for that.

8. Failed delivery

If the courier cannot reach you, they will call you and we will try again. After two failed attempts the order may be cancelled and returned to the seller; we refund what you paid, minus the delivery fee if the failure was on your side.

Refusing cash-on-delivery orders without a good reason costs us and our sellers. If it happens repeatedly, we may ask for prepayment on future orders or turn off cash on delivery for your account.

9. Address accuracy and location pin

Give a clear address with area, street, building, floor and nearest landmark, and a phone number where we can reach you. You can also add a map pin with “Use my current location” to help the courier. We are not responsible for delays caused by a wrong address or number, and a fee may apply if an order has to be redirected.

10. Damaged in transit

If an item arrives damaged or incomplete, tell us within 48 hours of delivery using “Request a return” on the order page, with photos of the item and packaging. We cover the return and send a replacement or refund you under the Returns Policy.

11. Delays

Deliveries can sometimes be delayed by power or network cuts, road and weather conditions, security situations or customs procedures for imported items. We will tell you about any significant delay, and you can cancel before the order is out for delivery if the timing no longer works for you.

12. Contact us

For any delivery question, include your order number so we can help faster:

• Email: [email protected]
• WhatsApp: +963 998 479 353
• Phone: 011 74226 (SHAAM)
• Live chat: Help & chat
• Contact form: Contact page
• Address: Al-Marjeh Square, Damascus, Syria
• Official website: shaamstore.sy