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The Consignment Note is non-negotiable and the shipper acknowledges that it has been prepared by the shipper, or Emirates Post on behalf of the shipper. The shipper warrants that he/she is still the owner of the goods transported hereunder, or that he/she is the authorized agent of any other person having any interest in the shipment.

2.1 The shipper/authorized agent warrants the following:

• That each article in the shipment is properly described on the Consignment Note
• That no article in the shipment has been declared to be unacceptable for transport
• That the shipment is properly marked, addressed, and appropriately packed to ensure safe transportation with ordinary care and handling.

2.2 The shipper understands and agrees that Emirates Post may abandon and/or release any shipment or part thereof consigned to Emirates Post which has been declared unacceptable, which the has been undervalued, or mis-described whether intentionally or not without incurring any liability whatsoever, and will save, defend, and hold Emirates Post harmless from all claims or damages there from.

2.3 The shipper shall be solely liable for all costs and expenses, which shall include but not be limited to Octroi, Customs Duties or any other taxes, levies, or impost relating to the shipment and for any costs or expenses incurred in returning the shipment to the shipper, including warehousing, storing, or disposing of them in any way whatsoever.

2.4 The shipper understands and agrees that Emirates Post is not a common carrier and that Emirates Post reserves the right at it’s sole discretion to refuse or abandon the carriage or transportation of any particular goods for any person, firm, entity, company, or corporation, and the carriage or transportation of any class of goods whatsoever.

Data Sharing for Promotional Campaigns (Specific to Shipment Services):

2.5 The Shipper acknowledges and agrees that Emirates Post or its authorized partners may use the data (such as name, phone number, and email) provided during the request or use of the shipment service to organize promotional campaigns, competitions, and prize draws. This will be carried out in full compliance with the applicable laws and regulations of the United Arab Emirates. Emirates Post is fully committed to protecting and processing this data per the applicable legislation.

Emirates Post has the right to inspect any shipment but is under no obligation to do so. If it does so it shall be entitled to open the shipment and examine any package therein. In that event Emirates Post will exercise reasonable care but it shall not be liable for any damage to the shipment or any delay of the shipment arising as a result of such examination.

Emirates Post shall have a lien on all goods transportation for all freight charges, Customs Duties, advanced or other charges of any type arising out of transportation hereunder and may refuse to surrender possession of the shipment until all such charges owed are paid.

Direct loss means, the destruction or permanent disappearance of the shipment or physical damage to the shipment or any part thereof while in the custody of Emirates Post or its agents. Shipment shall include all documents or merchandise consigned to Emirates Post under the Consignment Note.

(a) The total amount of actual losses or damages incurred concerning any documents or goods included in the shipment.

(b) The actual value of all documents or goods in the shipment that were lost or damaged, without considering any commercial use or special value to the sender/recipient.

Refunding Processing time: 2 working days after receiving a response and acknowledgment from the shipping destination country regarding the delay, damage, or loss.

Compensation is based on the type of shipment

• Express Mail: Documents: Compensation is 30 (SDR) plus the shipping service fee, based on the agreed value according to international postal laws and agreements between countries. Non-documents: Compensation is 130 (SDR) plus the shipping service fee, based on the agreed value according to international postal laws and agreements between countries.

Note: Claims are subject to the regulations of the countries that have signed the agreement.

• Registered Mail: Documents: Compensation is 30 (SDR) plus the shipping service fee, based on the agreed value according to international postal laws and agreements between countries.

• Parcels: Parcels: Compensation is 4.5 (SDR) per kilogram, plus 40 (SDR) and the shipping service fee, based on the agreed value according to international postal laws and agreements between countries.

Note: As of the year 2025, 1 (SDR) is equivalent to 4.8749 UAE Dirhams.

6.1 The actual value of a document contained in a shipment which term includes any item declared to be of no commercial value, shall be either its actual cost of production, replacement, reconstruction, repair or reconstitution at the date of shipment shown on the Consignment Note whichever is less.

6.2 The actual value of merchandise in a shipment which terms includes any item declared to be of no commercial value, shall be either the actual cost of production, replacement, reconstruction, resale, or reconstitution at the date of shipment shown on the Consignment Note, or its resale of fair market value at that date whichever is less, provided that the actual value shall not exceed the original cost of the article paid by the shipper plus 10 percent.

Emirates Post shall not be liable for consequential loss which means any loss or damage other than direct loss suffered or alleged to have been suffered by the shipper or by any other person in consequence of the carriage of the shipment by Emirates Post, its employees, or agents; or in consequences of any breach by Emirates Post or its employees or agents of the agreement to carry the shipment.

Emirates Post shall not be liable for delay which means any delay in the pick-up, transportation, or delivery of any shipment or any mis-delivery or non-delivery of any shipment caused by the following:

• An act or omission of Emirates Post employees or agents
• Fate and destiny
• Force Majeure which shall include but not be limited to industrial or political disputes, hijacking, war or threat of war, acts of foreign governments, and any other cause not reasonably within the control of Emirates Post
• The act of default or omission of the shipper or the consignee or any other party who claims an independent interest in the shipment including any breach of any condition herein, or any person other than Emirates Post or any Customs or other government official, of any postal service, forwarder or other person to whom a shipment is tendered by Emirates Post for transportation to any location not regularly served by Emirates Post regardless of whether the shipper requested or had knowledge of such third-party delivery arrangements
• The nature of the shipment or any defect, characteristic or vice thereof

9.1 Any claims by the shipper must be notified in writing to Emirates Post within 30 days of the date of delivery provided for in the agreement. Emirates Post reserves the right to decline to accept any claims not notified.

9.2 In any event Emirates Post will be under no liability to accept any claim unless and until the shipper has paid to Emirates Post all changes due under the agreement. The shipper may not set off the amount of his claim against those charges.

In contracts to which the Warsaw Convention applies, the liability of Emirates Post to the shipper maybe further limited. The contract incorporates such of the provisions of the Convention as may be applicable to it.

Enhanced Liability through Emirates Post (Hemaya)

Emirates Post customers can provide a coverage on their shipments using Hemaya.

Compensation under Hemaya applies in the following cases:

When there are losses or damages, with compensation determined based on the type of service, the weight of the item, and shipping fees.

Compensation does not apply in the following cases:

Losses or damages resulting from force majeure, negligence, misconduct, or violations of the terms and conditions by the sender or their authorized agent.

If any false information is provided, the customer will bear the costs of both shipping and return fees (as applicable), with no compensation granted.

1. Provision of Required Documentation

1.1 At the time of shipment dispatch, the Customer [“customer” should be defined] shall provide an official invoice detailing the contents, value, and description of the shipment. The invoice must be accurate, complete, and reflective of the actual contents of the shipment.

1.2 In the event of a claim for compensation under the supplementary insurance policy provided by Emirates Post [given you have referred to the Hemaya Insurance policy I have also mentioned insurance policy], the Customer shall submit the following:

a) The original invoice related to the shipment.

b) Original valid ID (Emirate ID/ Passport /Driving License) Copy of detailed items invoices as required

c) the invoice should be issued from UAE company That have trade licence from any economic departments in UAE & located in.

d) Any other supporting evidence or documentation requested by Emirates Post to process the claim.

1.3 The Customer acknowledges and agrees that failure to provide any of the above documentation, or the submission of inaccurate, incomplete, or inconsistent information, may result in the rejection of the claim.

2. Review and Discretion of Emirates Post

2.1 Emirates Post retains the exclusive right to review, verify, and evaluate the documentation and evidence submitted in support of any claim for compensation.

2.2 Emirates Post shall exercise sole and absolute discretion in determining whether a claim is valid and should be honored. Decisions will be based on the findings of the review process and in accordance with:

a) Applicable laws and regulations.

b) The terms and conditions of the Hemaya Insurance policy.

2.3 The Customer is informed that all decisions made by Emirates Post are final, provided that such decisions are made in good faith, without bias, and in compliance with the above-mentioned laws and policy terms.

3. Rejection of Claims

3.1 Emirates Post reserves the right to reject any claim if:

a) The Customer fails to submit the required invoice or supporting evidence.

b) There are discrepancies or inconsistencies in the submitted documentation or information.

c) The claim is found to be fraudulent, fabricated, or otherwise invalid during the review process.

3.2 The Customer acknowledges and agrees that the rejection of a claim under this Clause shall not give rise to any further liability or obligation on the part of Emirates Post, provided the decision was made in accordance with the terms and conditions herein.

4. Customer Obligations and Responsibilities

4.1 The Customer is responsible for ensuring that all information provided in the invoice and other documentation is accurate, complete, and truthful.

4.2 The Customer shall cooperate fully with Emirates Post during the review process, including by providing additional information or evidence as requested in a timely manner.

4.3 The Customer acknowledges that the supplementary insurance policy is subject to limitations, exclusions, and conditions as stipulated in the Hemaya Insurance policy.

5. Limitation of Liability

5.1 Emirates Post shall not be liable for any claims, damages, or losses arising from:

a) The Customer’s failure to comply with the documentation requirements set forth herein.

b) Decisions made by Emirates Post in good faith pursuant to the review of a claim.

5.2 Emirates Post shall not be responsible for any indirect, consequential, or punitive damages resulting from the rejection of a claim.

The shipper and Emirates Post hereby irrevocably agree that the country of origin laws shall apply to every particular and exclusively submit to the sole jurisdiction with the country of origin.

Original valid ID (Emirate ID/ Passport /Driving License) Copy of detailed items invoices as required

Sealed and closed consignment items are not accepted at our Happiness Centers and must be opened for our Customer Happiness Officers’ (CHO) checking and inspection to ensure compliance to the acceptance conditions.

Upon checking and inspection by our customer happiness officer, item is to be packed by the customer according to the item’s (actual or volumetric) weight, type and content for its safety.

• All international shipments must have the bills/invoices and customs declaration

The customer's declaration on the Airwaybill after it has been verified and inspected by our Customer Happiness officers, based on the shipment’s (actual or volumetric) weight, type, and the safety of its contents.

Only one (sender) address and one (recipient) address is accepted to be mentioned on the item.

Express, Economy or Standard- weight is accepted as per the service and destination

(Express Service & Parcel Services) - Economy or Standard:

• None of the dimensions must exceed 1.2 meters.
• Two metres for the sum of the length and the greatest circumference measured in a direction other than that of length.

If required by the sender, service application (CN07) is to be filled by sender.

Mail items must not contain any of the prohibited items listed in these terms and conditions or announced through any of our service channels.

Emirates Post is not responsible for any delay or detention by Customs authorities at destination. Customer is fully responsible for any non-compliance and/or discrepancies between the item content and the Customs declaration.

Note: Extra fees or levies might be applicable in some destination countries (e.g. Customs duty/VAT) as per countries’ laws & regulations.

These terms and conditions supersede all other terms and conditions, oral or written, and all other communications between the parties suggesting additional or different terms