Shipping policy

SHIPPING AND DELIVERY POLICY

Last Updated: 21 June 2026

1. Introduction

This Shipping and Delivery Policy applies to orders placed through the Five Riyal website and delivered within the State of Qatar.

The website and delivery services are operated by:

Five Riyal Trading W.L.L.
Commercial Registration No.: 224994
Registered Address: Street 340, Building 484, 2nd Floor, Office 13, Doha, State of Qatar
Email: info@fiveriyal.com
Telephone/WhatsApp: +974 7174 4744
Website: www.fiveriyal.com

In this Policy, “Five Riyal”, “we”, “us” and “our” refer to Five Riyal Trading W.L.L. “Customer”, “you” and “your” refer to the person placing or receiving an order.

Nothing in this Policy excludes, restricts or limits any mandatory rights available to consumers under the applicable laws and regulations of the State of Qatar.

2. Delivery Areas

Five Riyal currently delivers to eligible addresses within the State of Qatar.

Delivery availability may depend on:

The customer’s location.
Road and building accessibility.
Restrictions applicable to the relevant area.
The availability of suitable delivery services.
The nature, size or weight of the products ordered.

The website will normally indicate whether delivery is available to the address entered during checkout.

Five Riyal does not currently provide international delivery unless expressly stated otherwise on the website or agreed with the customer in writing.

3. Delivery Charges

Applicable delivery charges will be displayed during checkout before the customer submits the order.

Delivery charges may vary depending on:

The delivery location.
The order value.
The size or weight of the order.
The selected delivery service.
Any promotional free-delivery offer.
Any redelivery required because of circumstances attributable to the customer.

No mandatory delivery charge will be added after the order has been submitted unless:

The customer requests a change to the delivery address or delivery service; or
An additional charge is clearly explained to and accepted by the customer.

Delivery charges may be waived or reduced during promotional periods subject to the terms stated with the relevant promotion.

4. Estimated Delivery Time

The estimated delivery period will be displayed during checkout, in the order confirmation or communicated to the customer after the order is placed.

Delivery estimates begin after:

The order has been successfully submitted.
The required payment has been authorised, where applicable.
The order has been accepted by Five Riyal.
Any necessary verification has been completed.

Delivery times are estimates unless Five Riyal expressly confirms a guaranteed delivery date or time.

Orders placed outside normal operating hours, during public holidays, weekends, promotional periods or periods of unusually high demand may require additional processing time.

5. Order Processing

After an order is submitted, Five Riyal may:

Verify the order details.
Confirm product availability.
Verify the delivery address.
Confirm the selected payment method.
Contact the customer for clarification.
Conduct reasonable fraud or security checks.

An automated order-receipt message does not necessarily confirm that the order has been accepted or dispatched.

The customer will be notified where a product is unavailable or where additional information is required to process the order.

6. Delivery Updates

Where available, delivery updates may be sent through:

Email.
SMS.
WhatsApp.
Telephone.
The customer’s online account.
A delivery provider’s tracking service.

Any tracking information is provided for convenience and may not always update immediately.

The customer is responsible for ensuring that the contact details provided with the order are accurate and accessible.

7. Delivery Address

The customer must provide a complete and accurate delivery address, including where applicable:

Area.
Street number.
Building number.
Floor and office or apartment number.
Nearby landmark.
Valid mobile telephone number.
Any access or delivery instructions.

Five Riyal is not responsible for a delay caused by materially incorrect, incomplete or inaccessible delivery information provided by the customer.

We may contact the customer to confirm or clarify the delivery location before dispatch or delivery.

8. Changing the Delivery Address

Customers should contact Five Riyal as soon as possible if they need to change the delivery address.

An address change is subject to approval and may not be possible after the order has:

Been prepared for dispatch.
Been assigned to a delivery provider.
Left the warehouse or store.
Reached the original delivery area.

A change to the delivery location may result in:

A revised delivery time.
An additional delivery charge.
Cancellation and reprocessing of the order where necessary.

Any additional charge will be communicated to the customer before the revised delivery is completed.

9. Customer Availability

The customer or an authorised recipient should be available at the delivery address during the expected delivery period.

The delivery representative may contact the customer before or upon arrival.

The customer should ensure that:

The mobile telephone number is active.
The recipient can access the delivery location.
Any required building or security access has been arranged.
The person receiving a cash-on-delivery order can make the required payment.

10. Authorised Recipients

An order may be delivered to:

The customer.
A family member.
An employee.
A receptionist.
A security representative.
Another person authorised by the customer to receive the order.

Delivery to an authorised recipient or to a location expressly specified by the customer will normally constitute delivery to the customer.

Five Riyal or its delivery provider may request:

The customer’s name.
The order number.
The registered telephone number.
A delivery verification code.
A signature or electronic confirmation.
Other reasonable evidence confirming the recipient’s authority.

Customers should not disclose a delivery verification code to anyone except the delivery representative at the time of delivery.

11. Contactless or Unattended Delivery

An order will not be left unattended unless:

The customer expressly requests or authorises it.
The delivery location is reasonably safe and accessible.
The product is suitable for unattended delivery.
Applicable health, safety and product-storage requirements can be maintained.

Where the customer expressly instructs Five Riyal to leave an order at a specified unattended location, the order may be treated as delivered once it is placed at that location and reasonable delivery evidence has been recorded.

Five Riyal may refuse an unattended-delivery request where the order contains:

Perishable products.
Temperature-sensitive products.
High-value products.
Fragile products.
Products that require age or identity verification.
Products that could create a health or safety risk if left unattended.

12. Transfer of Risk

Five Riyal remains responsible for the risk of loss or damage until the order is delivered to:

The customer.
A person authorised by the customer.
A delivery location expressly authorised by the customer.

Risk does not pass to the customer merely because the order has been handed to a delivery company selected or arranged by Five Riyal.

After confirmed delivery, the customer is responsible for the proper handling, use and storage of the products.

13. Inspection Upon Delivery

Customers are encouraged to inspect the package promptly upon delivery.

Where reasonably possible, the customer should check:

The general condition of the package.
The number of bags or packages delivered.
Whether the package shows signs of damage, leakage or tampering.
Whether the correct products and quantities were delivered.

The customer should not accept a package that appears unsafe, seriously damaged or visibly tampered with without first reporting the matter to Five Riyal or the delivery representative.

Acceptance of delivery does not remove the customer’s rights where a concealed defect, incorrect product or other non-conformity is discovered later.

14. Damaged, Missing or Incorrect Orders

Please contact Five Riyal promptly where:

The package arrives damaged.
A product is damaged or leaking.
A product is missing.
The wrong product or quantity was delivered.
The package appears to have been opened or tampered with.
A perishable product arrives in an unsuitable condition.
The order is marked as delivered but has not been received.

Contact:

Email: info@fiveriyal.com
Telephone/WhatsApp: +974 7174 4744

The customer should provide where available:

The order number.
The customer’s name and contact details.
A description of the issue.
Clear photographs or videos.
A photograph of the external packaging and delivery label.
Details of any communication with the delivery representative.

Five Riyal will investigate the issue and provide an appropriate remedy under the Return, Exchange and Refund Policy and applicable Qatari law.

The customer will not be charged additional collection, return or replacement-delivery costs for a confirmed damaged, missing, incorrect, unsafe or non-conforming order.

15. Delivery Delays

Delivery may be delayed because of circumstances including:

Severe weather.
Road closures or traffic restrictions.
Public emergencies.
Government measures.
Incorrect or incomplete delivery information.
Difficulty contacting the customer.
Unusually high order volumes.
Product-availability issues.
Technical or operational disruptions.
Events outside Five Riyal’s reasonable control.

Where we become aware of a material delay, we will make reasonable efforts to:

Inform the customer.
Provide an updated delivery estimate.
Offer an appropriate alternative where available.
Allow cancellation where required by applicable law.

Where a specific delivery period has been agreed, Five Riyal will take reasonable steps to deliver within that period.

Unless Five Riyal and the customer have agreed on another delivery period, the customer may terminate the affected electronic contract where delivery is delayed for more than 30 days and may receive a refund of payments made for the affected products, subject to applicable Qatari law.

Nothing in this section prevents Five Riyal from offering an earlier cancellation or refund where an order cannot reasonably be delivered.

16. Failed Delivery Attempts

A delivery attempt may be considered unsuccessful where:

The customer cannot be contacted.
No authorised person is available to receive the order.
Access to the building or location is unavailable.
The address is incorrect or incomplete.
The customer refuses a correctly supplied and non-defective order.
Payment for a cash-on-delivery order is unavailable.
Delivery cannot be completed safely.

Where delivery fails, Five Riyal may contact the customer to arrange redelivery.

A reasonable redelivery charge may apply where the failed delivery resulted from circumstances attributable to the customer. Any redelivery charge will be communicated before redelivery.

No redelivery charge will apply where the failed delivery was caused by Five Riyal or its appointed delivery provider.

17. Repeated Failed Delivery

Where reasonable delivery attempts have failed, Five Riyal may:

Return the order to its warehouse or store.
Place the order on hold.
Ask the customer to collect the order where this option is available.
Cancel the order.
Restrict cash-on-delivery service for future orders in cases of repeated unjustified refusal or non-availability.

For prepaid orders cancelled because of repeated delivery failure attributable to the customer, Five Riyal may refund the product amount after deducting reasonable delivery or return costs where lawful and clearly communicated.

No deduction will be made where the delivery failure was caused by Five Riyal, its delivery provider or a defective, damaged, incorrect or non-conforming order.

18. Refused Delivery

The customer may refuse delivery where:

The package is visibly and seriously damaged.
The package appears to have been tampered with.
The order is clearly incorrect.
The product appears unsafe.
The amount requested differs from the confirmed order amount.
Another lawful reason exists.

Where the customer refuses a correctly supplied, undamaged and conforming order solely because they changed their mind, the matter will be handled under the Return, Exchange and Refund Policy.

Applicable delivery and return charges may be payable for a voluntary change-of-mind refusal, provided they were clearly disclosed and are permitted by law.

19. Cash-on-Delivery Orders

Where cash on delivery is available:

The customer must pay the total amount shown in the order confirmation.
Payment must be made using the methods accepted by the delivery representative.
The customer should prepare the correct cash amount where possible.
The order may not be handed over until payment has been completed.
Cash-on-delivery availability may depend on the order value, location and customer order history.

The delivery representative should not request an amount exceeding the confirmed total unless the customer previously agreed to a legitimate additional charge.

The customer should contact Five Riyal immediately if an incorrect amount is requested.

20. Unordered Products

The customer is not required to pay for a product that was not ordered.

The customer will not be charged for collecting or returning a product delivered by Five Riyal by mistake.

The customer should contact Five Riyal so that collection or correction of the order can be arranged.

21. Perishable and Temperature-Sensitive Products

Where Five Riyal offers food, beverages, chilled, frozen or other temperature-sensitive products:

Appropriate handling and delivery measures will be used.
The customer or authorised recipient should be available to receive the order.
Products should be inspected and stored promptly after delivery.
Chilled or frozen products should be placed under appropriate storage conditions immediately.

The customer should contact Five Riyal immediately where a perishable or temperature-sensitive product arrives:

At an unsafe or unsuitable temperature.
Leaking or damaged.
Expired.
With broken or compromised packaging.
In a condition that may make it unsafe for consumption or use.

The customer should not consume or use a product that appears unsafe.

22. Products Requiring Special Handling

Certain products may require special delivery arrangements because of their:

Size.
Weight.
Fragility.
Storage requirements.
Safety characteristics.
Assembly or installation requirements.

Any applicable special-delivery charge or condition will be displayed before the order is submitted or communicated to the customer for approval.

Delivery does not include assembly, installation or disposal of packaging unless this service is expressly included in the product description or order confirmation.

23. Events Outside Our Reasonable Control

Five Riyal will not be responsible for a delay caused solely by an event outside its reasonable control where it has taken reasonable measures to avoid or reduce the effect of that event.

Such events may include:

Natural disasters.
Severe weather.
Epidemics or public-health emergencies.
War or civil disturbance.
Government restrictions.
Widespread power or telecommunications failures.
Road closures.
Other comparable events.

Five Riyal will make reasonable efforts to notify affected customers and resume delivery as soon as reasonably possible.

Customers retain any cancellation, refund or other mandatory rights available under applicable law.

24. Delivery Complaints

Customers may submit a delivery complaint using the following contact details:

Email: info@fiveriyal.com
Telephone/WhatsApp: +974 7174 4744

The complaint should include:

The customer’s name.
The order number.
The registered mobile number.
The delivery address.
A clear description of the issue.
Any photographs, videos or supporting records.

Five Riyal will review the complaint and respond within a reasonable period.

Nothing in this Policy prevents the customer from submitting a complaint to the competent consumer-protection authority in the State of Qatar.

25. Relationship With Delivery Providers

Five Riyal may appoint independent delivery and logistics providers to deliver orders.

The use of an external delivery provider does not automatically remove Five Riyal’s responsibilities to the customer under applicable law.

Delivery providers may receive the personal data reasonably necessary to complete delivery, including:

Customer name.
Mobile telephone number.
Delivery address.
Order reference.
Delivery instructions.
Amount payable for cash-on-delivery orders.

Personal data will be handled in accordance with the Five Riyal Privacy Policy.

26. Changes to This Policy

Five Riyal may update this Shipping and Delivery Policy to reflect:

Changes to delivery services.
Changes to delivery areas or charges.
Operational requirements.
Legal or regulatory changes.
Customer-service improvements.

The updated Policy will be published on the website with a revised “Last Updated” date.

The policy applicable to an order will generally be the version published when the order was submitted, unless a later change is required by law or provides greater protection to the customer.

27. Governing Law

This Shipping and Delivery Policy is governed by the applicable laws and regulations of the State of Qatar.

Any dispute relating to this Policy shall be subject to the jurisdiction of the competent courts of the State of Qatar, without limiting the customer’s right to contact the competent consumer-protection or regulatory authority.