Shipping & Delivery Policy

Last updated: August 2026

Les Gastronomes FZCO ("Les Gastronomes", "we", "us" or "our") provides delivery services for orders placed through www.lesgastronomes.ae across the United Arab Emirates, subject to product availability, delivery location and fulfilment requirements.

As Les Gastronomes operates a marketplace, products may be fulfilled directly by Les Gastronomes FZCO, by an approved Marketplace Partner, or through an appointed logistics provider.

This Shipping & Delivery Policy should be read together with our Terms of Service and Returns & Refunds Policy.

1. Delivery Areas

Les Gastronomes delivers across the United Arab Emirates.

Delivery availability and timing may vary depending on:

• the Emirate and delivery location;

• the products ordered;

• product availability;

• temperature-control requirements;

• the relevant Marketplace Partner;

• the fulfilment location; and

• the delivery option available at checkout.

Certain products may only be available for delivery within specific areas.

Where a product cannot be delivered to your selected location, this may be indicated on the product page, during checkout or communicated to you after the order has been reviewed.

2. Dubai Delivery

For eligible products available from our local stock, orders placed before 2:00 PM are generally eligible for delivery from the next available delivery day within Dubai.

Orders placed after 2:00 PM will generally be processed for the following available delivery day.

Delivery timing remains subject to product availability, fulfilment requirements, delivery capacity and any product-specific lead time displayed on the website.

Marketplace products, specially sourced products, bespoke products and other products requiring additional preparation may have longer delivery lead times.

3. Deliveries Outside Dubai

For deliveries to Emirates outside Dubai, customers should generally allow one additional delivery day compared with the equivalent Dubai delivery schedule.

For example, an eligible order placed before the applicable cut-off may be available for delivery in Dubai from the next delivery day and elsewhere in the UAE from the following delivery day.

Actual delivery timing will depend on the destination, products ordered, product availability, fulfilment arrangements and available delivery routes.

Any product-specific delivery estimate displayed on the website or communicated with your order will take precedence over the general delivery estimates above.

4. Sunday Deliveries

Les Gastronomes does not normally operate regular deliveries on Sundays.

Orders that would otherwise fall due on a Sunday will generally be scheduled for the next available delivery day.

Special delivery arrangements may occasionally be available and will be communicated separately where applicable.

5. Marketplace Orders

Products sold or supplied through the Les Gastronomes marketplace may be fulfilled from different locations or by different Marketplace Partners.

As a result:

• some marketplace products may have longer fulfilment times;

• individual products within the same order may have different delivery estimates;

• certain products may be delivered separately;

• delivery availability may vary by Marketplace Partner; and

• certain products may only be available within specific delivery areas.

Where relevant, specific fulfilment or delivery information will be displayed on the product page or communicated as part of the order process.

Les Gastronomes remains the customer's primary point of contact for orders placed through www.lesgastronomes.ae, unless we expressly advise otherwise.

6. Split Deliveries

An order containing products from multiple fulfilment locations or Marketplace Partners may be delivered in more than one shipment.

This may also occur where products require different temperature conditions or preparation times.

Where reasonably practical, we will provide information about separate deliveries.

A split delivery does not necessarily mean that an item is missing from your order.

7. Fresh, Chilled and Frozen Products

Many products sold by Les Gastronomes require particular handling and temperature conditions.

We use appropriate handling and delivery processes for fresh, chilled and frozen products.

Customers should ensure that somebody is available to receive temperature-sensitive products and that these products are transferred promptly to appropriate refrigeration, freezing or other required storage after delivery.

Once an order has been successfully delivered, the customer is responsible for storing products in accordance with the applicable storage instructions.

If you believe a chilled or frozen product has arrived in an unacceptable condition or at an inappropriate temperature, please notify Les Gastronomes promptly and follow our Returns & Refunds Policy.

8. Delivery Charges and Free Delivery

Applicable delivery charges will be displayed during checkout before you complete your order.

Standard orders of AED 250 or more qualify for free delivery, subject to delivery availability and any exclusions or special delivery requirements communicated on the website or at checkout.

Orders below AED 250 may be subject to a delivery charge, which will be displayed at checkout.

Additional or separate delivery charges may apply to certain specialist services, remote locations, multiple delivery addresses, dedicated deliveries, corporate orders, Marketplace Partner arrangements or other non-standard delivery requirements. Where applicable, these charges will be communicated before the order is confirmed.

Promotional free-delivery offers may also be subject to separate terms and conditions.

9. Estimated Delivery Times

Delivery dates and time windows are estimates unless expressly confirmed otherwise.

We make reasonable efforts to deliver within the estimated timeframe, but delivery times may be affected by circumstances including:

• traffic and road conditions;

• severe weather;

• product availability;

• supplier delays;

• Marketplace Partner fulfilment delays;

• customs or import delays;

• unusually high order volumes;

• vehicle or logistics disruptions;

• restricted access to the delivery address; and

• circumstances outside our reasonable control.

Where we become aware of a material delay, we will make reasonable efforts to communicate with you.

10. Delivery Address and Contact Information

Customers are responsible for providing complete and accurate delivery information.

This includes:

• recipient name;

• mobile telephone number;

• building or villa information;

• street or community;

• Emirate;

• delivery instructions where necessary; and

• any information required to access the delivery location.

Please check your delivery details carefully before submitting your order.

If you notice an error after ordering, contact Les Gastronomes as soon as possible.

We cannot guarantee that an address can be changed once an order has entered preparation or has been dispatched.

11. Receiving Your Order

Please ensure that you or an authorised person is available to receive the delivery.

The person accepting the delivery does not necessarily need to be the person who placed the order, provided that they are available at the specified delivery address and authorised to receive it.

We recommend checking the order promptly after delivery, particularly for fresh, chilled and frozen items.

If there is an obvious issue with the order, please notify us promptly.

12. Unattended or Failed Deliveries

If we are unable to complete a delivery because:

• nobody is available to receive the order;

• the recipient cannot be contacted;

• the address provided is incorrect or incomplete;

• access to the building or delivery location is unavailable; or

• another circumstance within the customer's reasonable control prevents delivery,

we may contact you to determine whether another delivery attempt is possible.

Additional delivery charges may apply for redelivery.

Due to food-safety and temperature-control requirements, we cannot guarantee that fresh, chilled or frozen products can be redelivered following an unsuccessful delivery attempt.

Where a perishable product cannot safely be redelivered due to circumstances attributable to the customer, a refund may not be available except where required by applicable law.

13. Delivery to Reception, Concierge or Security

Where requested or where direct access to the recipient is unavailable, an order may be delivered to an authorised building reception, concierge or security desk.

Once accepted on behalf of the recipient at the designated delivery location, the order may be considered successfully delivered.

For fresh, chilled or frozen products, we recommend arranging direct receipt whenever possible so that products can be stored appropriately without delay.

14. Contactless or Leave-at-Door Delivery

Where a customer specifically requests that an order be left unattended at a designated location, we may follow those instructions where reasonably possible.

Once the delivery has been left at the customer's requested location, responsibility for the order transfers to the customer.

For food-safety reasons, we may decline to leave chilled, frozen or otherwise sensitive products unattended where doing so could compromise their condition.

15. Incorrect, Missing or Damaged Items

If an item is:

• missing;

• incorrect;

• damaged;

• compromised during delivery; or

• otherwise not in acceptable condition when received,

please contact Les Gastronomes promptly.

We may request your order number, photographs of the affected product or packaging and other reasonable information to investigate the issue.

Eligible claims will be handled in accordance with our Returns & Refunds Policy.

16. Changes to Delivery

If you need to change a delivery date, address or other delivery instruction, please contact us as soon as possible.

We will make reasonable efforts to accommodate requests, but changes cannot be guaranteed once preparation or dispatch has begun.

Changes to the delivery location may result in different delivery charges or delivery timing.

17. Delays Outside Our Control

Les Gastronomes is not responsible for delays resulting from circumstances outside our reasonable control.

These may include severe weather, road closures, accidents, government restrictions, customs delays, supply-chain disruption, transport interruption, system failures or other exceptional circumstances.

Where such circumstances materially affect an order, we will make reasonable efforts to provide an appropriate update or solution.

18. Corporate, Event and Special Deliveries

Corporate gifting, hospitality supply, event orders, yacht or aviation provisioning, bulk orders and other specialist services may be subject to separately agreed delivery arrangements.

These may include:

• specified delivery dates;

• multiple delivery addresses;

• timed deliveries;

• dedicated vehicles;

• special handling;

• installation or presentation requirements; or

• other bespoke logistics arrangements.

Any separate quotation or written agreement for these services will take precedence over this general Shipping & Delivery Policy where applicable.

19. Changes to This Policy

We may update this Shipping & Delivery Policy from time to time to reflect changes to our operations, marketplace, delivery network or applicable requirements.

The latest version will be published on this website with an updated revision date.

20. Contact Us

For delivery enquiries or assistance with an order, please contact:

Les Gastronomes FZCO
United Arab Emirates

Email: contact@lesgastronomes.ae
Website: www.lesgastronomes.ae