Shipping policy

Shipping Policy — Kook Entertainment

Delivery & Pickup Hours: 9:00 AM to 9:00 PM (Dubai time)

1) Delivery or Pickup of Purchases and Rentals

Delivery (Dubai Only)

Delivery during Kook hours: Deliveries are scheduled and completed only during Kook operating hours (9:00 AM to 9:00 PM, Dubai time).

Delivery area: We deliver within Dubai only. International deliveries are not available.

Valid delivery address: Customers must provide a valid, fixed, and locatable delivery address within Dubai. Camp addresses/locations are not accepted. Kook is not liable for delivery issues caused by incorrect or incomplete address details provided by the customer.

Delivery Timeframes

Rentals: Rental deliveries within Dubai typically take 1–2 hours from the time selected at checkout/payment (estimate only).
Purchases: Purchases within the UAE typically take 1–3 business days (excluding Fridays). Timeframes are estimates and may vary.

Delivery Cost

The delivery or pickup cost (if applicable) is displayed at checkout. After successful online payment, you will receive a confirmation email/SMS with an estimated delivery or pickup time. All times are estimates and may vary.

Online payments only: All orders are paid online via secure payment gateways (e.g., Stripe and/or Tabby). We do not accept cash on delivery.

2) Pickup

Rentals

Customers may choose pickup instead of delivery. A pickup time is provided upon payment, and customers are responsible for collecting the equipment on time.

Pickup requirements: Proof of rental (confirmation) and a valid photo ID (Emirates ID or passport). A refundable deposit may apply and is subject to deductions for additional fees (if any).

Purchases

Customers may choose pickup instead of delivery. Pickup is available during store operating hours (9:00 AM to 9:00 PM, Dubai time). Customers are responsible for collecting the item on time.

Pickup requirements: Proof of purchase (confirmation/invoice) and a valid photo ID if requested for verification.

3) Delays

Kook is not liable for delays beyond its reasonable control, including traffic conditions, severe weather, natural disasters, pandemics, emergencies, government actions, or other unexpected events. Customers are advised to allow additional time under such circumstances.

4) Return, Refund, and Cancellation for Deliveries

Delivery fees: Only the original purchase or rental price of the equipment is refundable (where a refund is applicable). Outbound delivery charges are not refundable.

Condition of returns: Returns must be in good condition, with all accessories/parts, and in the original packaging, subject to our Returns/Refund Policy and Terms of Service.

Damage/fault reporting window: Any issues with delivered equipment must be reported within 6 hours after delivery, with photo evidence, via WhatsApp (+971 56 105 0859) or email (info@kook.ae).

For full details on cancellations, returns, and refunds, please refer to our Return, Refund, and Cancellation Policy.