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Customer Care

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Terms and Conditions

1. Preamble

ZILLI Dubai, operated under license by BinHendi Holding, offers ZILLI products for purchase within the UAE through its official website www.zillidubai.com. This platform is developed to enhance accessibility and convenience for our clients based in the UAE and GCC.

2. Governing Law

All purchases made via www.zillidubai.com are governed by the laws of the United Arab Emirates. Any disputes will be subject to the exclusive jurisdiction of the courts of Dubai, UAE.

3. Order Scope & Acceptance

Products are sold for personal use only and not for resale or commercial distribution. ZILLI Dubai reserves the right to refuse orders deemed abnormal or placed by customers in breach of its commercial policy. By submitting an order, the customer confirms acceptance of these Terms and Conditions, the website's privacy policy, and the terms of use. ZILLI Dubai also reserves the right to refuse, cancel, or restrict any order that we reasonably suspect may be fraudulent, abusive, or in breach of these Terms and Conditions. This includes transactions flagged by our payment service providers, orders placed with false or incomplete information, or abnormal purchasing behavior inconsistent with personal use.

4. Pricing & Currency

All product prices are displayed in United Arab Emirates Dirhams (AED) and are inclusive of UAE Value Added Tax (VAT) where applicable. Any additional charges, such as shipping fees, customs duties, or import taxes, will be displayed separately at checkout prior to final confirmation of your order. Prices may be subject to change at any time; however, such changes will not affect orders that have already been confirmed.

5. Payment Terms

ZILLI Dubai accepts payment via major credit and debit cards (Visa, Mastercard, American Express), as well as Tabby, Careem, Google Pay, and Apple Pay. All transactions are securely processed through accredited payment service providers (e.g., Tap Payments).

For security reasons, ZILLI Dubai does not collect or store any cardholder data. All payment information is encrypted and handled directly by the payment gateway in compliance with international PCI DSS security standards.

If a transaction is declined by the bank or flagged as fraudulent, the order will be automatically cancelled.

6. Delivery & Shipping

ZILLI Dubai facilitates delivery within the United Arab Emirates (“UAE”) and to selected international destinations. Certain territories are excluded from our delivery network due to regulatory restrictions and courier limitations. These include, without limitation: Libya, Sudan, Congo, Ukraine, and all South American countries (Argentina, Bolivia, Brazil, Chile, Colombia, Ecuador, Guyana, Paraguay, Peru, Suriname, Uruguay, and Venezuela).

All shipments are fulfilled via accredited third-party logistics providers. The delivery timelines below are indicative and may vary based on carrier performance and customs clearance:

  • Dubai: 1–2 business days
  • Rest of UAE: 2–3 business days
  • International: 5–7 business days

Orders containing exotic-skin merchandise may be subject to extended handling for mandatory compliance (e.g., CITES documentation) and destination import controls.

Additional details regarding delivery methods, last-mile delivery, undeliverable shipments, and restricted destinations are set out in our Shipping Policy, which forms an integral part of these Terms & Conditions.

7. Returns & Refunds

In accordance with UAE consumer law, customers have 30 calendar days from receipt of goods to request a return, provided:

  • The item is unused, undamaged, and in its original packaging.
  • The return request is submitted to our Customer Care team at customercare@zillidubai.com.
  • The item is not customized, altered, or marked as “Final Sale/Non-Returnable.”

ZILLI Dubai will arrange the return collection via designated courier partners. Return shipping costs will be handled as follows:

  • Orders with a value of AED 2,000 or more: ZILLI Dubai will cover the cost of return shipping, whether within the UAE or internationally.
  • Orders below AED 2,000: The customer is responsible for return shipping costs, except in cases of defective, damaged, or incorrectly shipped products.

Refunds will be processed using the original method of payment within 10–14 working days after the returned item has been received and inspected.

Custom, altered, or worn products may not be eligible for return or refund.

For full details, please refer to our Returns & Refund Policy, which forms part of these Terms and Conditions.

8. No Exchange Policy

ZILLI Dubai does not currently offer product exchanges. Customers are advised to return unwanted items and place a new order.

9. Packaging & Delivery Standards

All ZILLI orders are packaged with the utmost care using signature luxury packaging. Our deliveries are handled by premium carriers to ensure your items arrive safely and promptly.

10. Undeliverable Packages

If an order cannot be delivered due to inaccurate or incomplete shipping information provided by the customer, repeated failed delivery attempts, or refusal to accept delivery, our Customer Care team will contact you to arrange a resolution.

In such cases, the customer may be responsible for any associated costs, including re-delivery or return shipping charges. If the failure is attributable to ZILLI Dubai or its logistics partners, all related costs will be borne by us.

For further details, please refer to our Shipping Policy.

11. Customs Duties & Taxes

  • United Arab Emirates (UAE): All prices shown on the website are inclusive of 5% Value Added Tax (VAT). No additional import duties apply for domestic deliveries.
  • Other GCC Destinations (Kingdom of Saudi Arabia, Qatar, Kuwait, Bahrain, Oman): ZILLI Dubai will bear applicable import duties and taxes for shipments to these countries. Customers remain responsible for shipping fees on orders below AED 2,000.
  • Non-GCC Destinations: The customer is fully responsible for all applicable import duties, taxes, levies, brokerage, and customs-clearance fees imposed by the destination. Such charges are not included in the product price or the shipping fee displayed at checkout and are payable by the customer upon import.

ZILLI Dubai cannot alter invoice values, mark shipments as gifts, or otherwise circumvent destination import requirements.

12. Shipping Charges

ZILLI Dubai shall absorb standard shipping charges for orders with an Order Value ≥ AED 2,000 (after discounts; exclusive of duties and taxes) to serviced destinations worldwide.

For orders below AED 2,000, flat-rate shipping applies as follows:

  • Within UAE: AED 150
  • Outside UAE: AED 700

13. Product Information & Accuracy

ZILLI Dubai endeavors to ensure that all product descriptions, images, and specifications on the website are accurate. However, slight variations may occur due to factors such as lighting, display settings, or the natural characteristics of materials used (e.g., leather or exotic skins). Such minor differences shall not constitute a defect or grounds for liability.

14. Limitation of Liability

To the fullest extent permitted by law, ZILLI Dubai shall not be liable for any indirect, incidental, or consequential damages, including but not limited to loss of profits, business opportunities, goodwill, or data, arising out of or in connection with purchases made via the website. Our total liability for any claim relating to an order shall not exceed the purchase price of the product(s) concerned.

15. Product Warranty & Defects

  • Warranty is valid for 12 months from the date of purchase.
  • Claims must be submitted via Customer Care with proof of purchase.
  • ZILLI Dubai will repair, replace, or refund in accordance with applicable laws.

16. Privacy & Data Protection

ZILLI Dubai collects and processes personal data in compliance with the UAE Personal Data Protection Law (PDPL). Full details are outlined in our Privacy Policy.

Customer data is only used to process orders, provide services, and improve user experience. It is never shared with third parties without consent. In order to process your order and provide associated services, certain personal data may be transferred to trusted service providers located outside the UAE, including logistics partners and payment service providers. All such transfers are limited to what is strictly necessary to fulfill contractual obligations and are carried out in compliance with applicable data protection regulations.

17. Intellectual Property

All brand assets including the ZILLI name, logo, product visuals, website content, and packaging are the intellectual property of ETS ZILLI and licensed for use in the UAE by BinHendi Holding. Any unauthorized use, reproduction, or distribution is strictly prohibited.

18. Force Majeure

ZILLI Dubai will not be liable for any delay or failure in performance due to circumstances beyond its control, including natural disasters, government restrictions, supply chain disruptions, or system failures.

19. Entire Agreement

These Terms and Conditions, the order summary, privacy policy, and terms of use collectively form the full agreement between the customer and ZILLI Dubai for all e-commerce purchases.