Shipping Policy
Effective Date: [11/01/2026]
Last Updated: [11/01/2026]
Legal Business Name: SHARWA HYPERMARKET
Commercial Registration No.: 96192
Registered Address: P O BOX DOHA QATAR
Customer Service: +974 7772 2828 | support@sharwa-stores.com
Website/App: sharwa-stores.com
1. PURPOSE AND SCOPE
This Shipping Policy explains how Sharwa Store processes and delivers orders placed through our website, mobile application, or other official online sales channels.
This Policy covers delivery areas, delivery charges, estimated delivery times, customer responsibilities, delivery attempts, order tracking, delays, failed deliveries, and other shipping-related matters.
This Policy should be read together with Sharwa Store’s Terms & Conditions, Returns Policy, Refund Policy, and Privacy & Cookie Policy.
Nothing in this Policy is intended to remove, restrict, or waive any mandatory consumer right available under the laws of the State of Qatar.
2. DELIVERY WITHIN QATAR
Sharwa Store currently provides delivery services within the State of Qatar, subject to service availability in the customer’s area.
Delivery availability may depend on the customer’s exact address, building access, operational coverage, product type, order size, and delivery capacity.
Some remote, restricted-access, industrial, military, construction, or otherwise difficult-to-access locations may be subject to additional delivery conditions or may not be serviceable.
3. DELIVERY AREAS
The delivery address entered by the customer at checkout must be complete and accurate.
Customers should provide, where applicable:
- Building or villa number;
- Street number/name;
- Zone number;
- Area;
- Unit, apartment, or floor number;
- Landmark or additional directions;
- Contact telephone number; and
- Any access information reasonably required by the delivery driver.
Sharwa Store may contact the customer if additional information is required to complete delivery.
4. SHIPPING AND DELIVERY CHARGES
Applicable delivery charges will be displayed or communicated to the customer before the order is completed, where applicable.
Delivery charges may vary depending on factors such as:
- delivery location;
- order value;
- product type;
- order size or weight;
- promotional offers;
- delivery method; and
- any special delivery service selected by the customer.
Where free delivery is offered, the applicable minimum order value, promotional period, geographic restrictions, or other conditions will be communicated at the time of the offer.
5. ORDER PROCESSING
After an order is successfully placed, Sharwa Store will process the order for fulfilment.
Processing may include:
- confirming product availability
- verifying order information
- preparing and packing the products
- confirming payment where applicable; and
- assigning the order for delivery
An order confirmation or electronic acknowledgement confirms receipt of the order request but does not necessarily guarantee that every product will remain available until fulfilment is completed.
If an order cannot be fulfilled, Sharwa Store will notify the customer and handle any applicable payment or refund in accordance with applicable law and the relevant Sharwa Store policy.
6. ESTIMATED DELIVERY TIMES
Estimated delivery times will be communicated at checkout, in the order confirmation, or through customer-service communications where applicable.
Delivery times are estimates unless Sharwa Store expressly confirms a specific guaranteed delivery time.
Delivery may take longer because of traffic, weather, public holidays, high order volumes, product availability, address issues, payment verification, operational conditions, or events beyond Sharwa Store’s reasonable control.
Sharwa Store will make reasonable efforts to deliver orders within the communicated timeframe.
7. SAME-DAY OR EXPRESS DELIVERY
Where same-day, express, or scheduled delivery is offered, availability will depend on the delivery location, order time, product availability, delivery capacity, and the terms displayed at checkout.
A same-day or express option does not guarantee delivery where circumstances outside Sharwa Store’s reasonable control prevent the service from being completed.
Any additional delivery charge for an express or scheduled service will be communicated before the customer confirms the order.
8. DELIVERY ADDRESS RESPONSIBILITY
The customer is responsible for providing a complete and accurate delivery address and a reachable telephone number.
Sharwa Store will not be responsible for delivery difficulties caused by inaccurate, incomplete, outdated, or incorrect information supplied by the customer, subject to applicable law.
If the customer changes the delivery address after placing an order, Sharwa Store may accept the change where operationally possible. Additional charges or delays may apply where lawfully permitted and where the customer is informed.
9. CUSTOMER AVAILABILITY
Customers should ensure that they or an authorised recipient is available to receive the order during the communicated delivery period.
The customer or authorised recipient may be required to provide reasonable information or confirmation necessary to complete delivery.
Where a customer has provided instructions allowing delivery to another person or location, the customer is responsible for ensuring that those instructions are accurate and secure, subject to applicable law.
10. DELIVERY ATTEMPTS
If delivery cannot be completed because the customer or authorised recipient is unavailable, the address cannot be located, access is unavailable, or the customer cannot be contacted, Sharwa Store or its delivery provider may attempt to contact the customer and arrange another delivery attempt.
A redelivery charge may apply where the failed delivery resulted from incorrect customer information, customer unavailability, or another circumstance attributable to the customer, provided the charge is lawful and disclosed where required.
Sharwa Store may cancel an order that cannot reasonably be delivered after reasonable attempts, subject to applicable law and the customer’s rights.
11. CONTACT WITH THE DELIVERY DRIVER
The telephone number provided with the order may be used by Sharwa Store or its delivery partner to coordinate delivery.
Customers should keep their telephone available around the expected delivery time.
Customers should not provide unnecessary sensitive personal information to delivery personnel. Sharwa Store will handle personal data in accordance with its Privacy & Cookie Policy and applicable Qatar law.
12. DELIVERY TRACKING
Where tracking is available, Sharwa Store may provide customers with an order or delivery tracking reference.
Tracking information may be provided through the website, application, SMS, email, WhatsApp, or another communication channel used by Sharwa Store.
Tracking information is provided for convenience and may not update in real time in every circumstance.
13. INSPECTION AT DELIVERY
Customers are encouraged to check the delivered package and, where reasonably possible, the products at the time of delivery.
If the package appears visibly damaged, opened, tampered with, or materially different from the expected order, the customer should notify the delivery driver and contact Sharwa Store as soon as possible.
Customers should retain photographs or other evidence of visible damage where relevant.
Failure to report visible damage immediately does not automatically remove any mandatory statutory right that applies under Qatar law.
14. WRONG, MISSING, OR DAMAGED ITEMS
If an order contains a wrong item, missing item, or product that appears damaged, the customer should contact Sharwa Store promptly with the order number and relevant details.
Sharwa Store may request photographs, videos, packaging, delivery information, or other reasonable evidence to investigate the issue.
Where the issue is confirmed, Sharwa Store will provide the applicable remedy in accordance with its Returns Policy, Refund Policy, and applicable Qatar law.
15. DELIVERY OF MULTIPLE ITEMS
Where an order contains multiple products, Sharwa Store may deliver the products together or in separate shipments where operationally necessary.
If products are delivered separately, the customer may receive separate delivery updates.
Any additional delivery charge will be handled according to the price and delivery information communicated to the customer before the order is placed, subject to applicable law.
16. PRODUCT AVAILABILITY AND SHIPPING DELAYS
If a product becomes unavailable or requires additional preparation time after an order is placed, Sharwa Store may contact the customer with an update.
Where an order cannot be fulfilled, Sharwa Store will handle cancellation and any applicable refund in accordance with applicable law and its Refund Policy.
Sharwa Store will not knowingly represent a product as available for immediate delivery when it does not have reasonable grounds to do so.
17. DELAYS BEYOND OUR REASONABLE CONTROL
Delivery may be delayed by circumstances outside Sharwa Store’s reasonable control, including severe weather, road closures, traffic conditions, public emergencies, government restrictions, major technology or telecommunications failures, transportation disruptions, or other events that could not reasonably be prevented or overcome.
Sharwa Store will make reasonable efforts to communicate material delays where practical.
Nothing in this section excludes any consumer remedy that cannot legally be excluded.
18. RESTRICTED OR DIFFICULT-ACCESS LOCATIONS
Some locations may have access restrictions, security requirements, limited vehicle access, restricted parking, or other conditions that affect delivery.
Customers should provide any necessary access instructions at checkout or when contacted by Sharwa Store or the delivery provider.
Where a location cannot reasonably be accessed, Sharwa Store may request the customer to meet the driver at a safe and lawful accessible location, subject to applicable delivery arrangements.
19. CASH ON DELIVERY
Where Cash on Delivery (“COD”) is available, the applicable COD terms will be displayed at checkout.
Customers should prepare the exact or accepted payment amount where requested.
Sharwa Store may limit COD availability for certain products, locations, order values, or customers where permitted by law.
20. ONLINE PAYMENT AND DELIVERY
For orders paid online, Sharwa Store may require successful payment authorisation before dispatch.
Payment processing may be performed by third-party payment providers. Delivery may be delayed or cancelled where payment cannot be successfully authorised or verified, subject to applicable law.
21. DELIVERY CONFIRMATION
Delivery may be confirmed through a signature, one-time verification code, electronic confirmation, delivery application status, photograph, or another reasonable method.
Customers should not share verification codes except with an authorised delivery person where necessary to confirm the delivery.
A delivery confirmation does not remove any statutory right relating to a defective, damaged, wrong, or non-conforming product.
22. DELIVERY TO AN AUTHORISED RECIPIENT
A customer may arrange for an authorised person to receive an order where Sharwa Store’s delivery process permits this.
The customer remains responsible for providing accurate recipient information and appropriate delivery instructions.
Where delivery is completed to an authorised recipient according to the customer’s instructions, the order may be treated as delivered, subject to applicable law and any issue subsequently identified with the product itself.
23. RETURNED OR UNDELIVERABLE ORDERS
If an order cannot be delivered after reasonable delivery attempts because of an incorrect address, customer unavailability, refusal to receive the order, inability to contact the customer, or another customer-related reason, Sharwa Store may return the order to its facility.
Any cancellation, redelivery, or refund will be handled according to the circumstances, applicable law, and the relevant Sharwa Store policies.
Where a lawful delivery or payment charge is applicable, it will be handled according to the terms communicated to the customer.
24. DELIVERY FEES AND REFUNDS
Delivery charges may be refundable or non-refundable depending on the reason for cancellation or return and applicable law.
Where a refund is required because Sharwa Store supplied a defective, wrong, or non-conforming product, Sharwa Store will apply the remedy required by applicable Qatar law.
For voluntary returns or cancellations not required by law, any treatment of delivery charges will be based on the applicable terms disclosed to the customer and applicable law.
The separate Refund Policy contains detailed information about refund processing and permitted payment-related deductions.
25. CUSTOMER PRIVACY DURING DELIVERY
Sharwa Store and its authorised delivery providers may use customer information necessary to complete delivery, including name, telephone number, delivery address, order details, and delivery instructions.
Such information will be handled in accordance with Sharwa Store’s Privacy & Cookie Policy and applicable Qatar data-protection requirements.
26. CUSTOMER SUPPORT
For delivery questions, delays, address corrections, missing items, damaged packages, or other shipping issues, customers should contact:
Sharwa Store
Telephone: +974 7772 2828
Email: support@sharwa-stores.com
Customer Service Hours: 10pm-7pm
Customers should provide their order number and relevant delivery details so that Sharwa Store can investigate efficiently.
27. COMPLAINTS AND DISPUTES
Customers may contact Sharwa Store to raise a complaint regarding delivery.
Sharwa Store will review delivery complaints in accordance with its customer-service procedures and applicable law.
Nothing in this Policy prevents a customer from exercising any statutory consumer right or contacting a competent authority under Qatar law.
28. GOVERNING LAW
This Shipping Policy is intended to operate in accordance with the laws of the State of Qatar.
Where a mandatory provision of Qatari law conflicts with this Policy, the mandatory legal provision will prevail.
29. POLICY UPDATES
Sharwa Store may update this Shipping Policy from time to time to reflect changes in delivery operations, service areas, delivery providers, pricing, technology, products, or applicable legal requirements.
The latest version will be published on the Platform with its effective date or last-updated date.
30. CONTACT INFORMATION
Sharwa Store
Legal Business Name: Sharwa Hypermarket
Commercial Registration No.: 96192
Address: P O BOX DOHA QATAR
Telephone: +974 7772 2828
Email: support@sharwa-stores.com
Website/App: https://sharwa-stores.com/
Customer Service Hours: 10am-7pm
31. LEGAL REVIEW NOTICE
Before going live, Sharwa Store should confirm its actual delivery areas, delivery partners, delivery charges, delivery timeframes, COD availability, failed-delivery procedures, order tracking methods, and any product-specific delivery restrictions.
Nothing in this Policy is intended to contract out of a mandatory consumer right under the laws of the State of Qatar.
