Shipping policy
Last updated: 7 September 2026
This policy explains Kook Entertainment's delivery, shipping, and pickup arrangements for rental and purchase Orders.
Standard operating hours: 9:00 AM to 9:00 PM, Dubai time, 7 days a week.
Operating hours may change during public holidays, special occasions, or exceptional circumstances. Any temporary changes will be communicated through the website and/or Kook's customer communication channels.
1. Rental Delivery
1.1 Delivery area
Rental delivery is currently available within Dubai only, subject to location, availability, delivery capacity, and the options shown at checkout.
Rental delivery outside Dubai is not part of Kook's standard service.
1.2 Delivery address
Customers must provide a valid, accurate, and reasonably accessible delivery location within Dubai.
Kook does not normally deliver rental Orders directly to temporary desert camps, unmarked off-road locations, or locations that cannot be reliably identified or safely accessed.
If your intended location is unusual or difficult to access, please contact Kook before placing your Order to confirm whether delivery can be arranged.
Kook is not responsible for delays, failed delivery attempts, or additional costs caused by incorrect, incomplete, inaccessible, or inaccurate location information supplied by the customer.
1.3 Rental delivery timing
Where rental delivery is selected, the available delivery date, time, or delivery window will be shown or confirmed during the ordering process.
Customers should ensure that an appropriate person is available to receive the rental gear at the confirmed location and time.
Delivery times are estimates and may be affected by traffic, weather, access restrictions, emergencies, or other circumstances outside Kook's reasonable control.
1.4 Rental delivery charges
Any applicable rental delivery charge will be displayed at checkout before payment.
2. Shipping of Purchased Items
2.1 Delivery area
Delivery of purchased Items may be available throughout the United Arab Emirates, subject to the delivery locations, charges, restrictions, and options shown at checkout.
International shipping is not currently offered unless Kook expressly confirms otherwise.
2.2 Purchase delivery timeframe
Purchased Items will typically be delivered within approximately 1–3 business days, unless a different estimate is shown at checkout or communicated with your Order confirmation.
Delivery estimates are not guaranteed and may vary because of stock availability, destination, courier operations, public holidays, weather, traffic, or other circumstances outside Kook's reasonable control.
2.3 Purchase delivery charges
Any applicable shipping or delivery charge for purchased Items will be displayed at checkout before payment.
3. Pickup
3.1 Rental pickup
Customers may select pickup instead of rental delivery where this option is available.
Your confirmed pickup date and time will be shown in your Order details or communicated by Kook.
Rental pickups must normally take place during Kook's operating hours unless another arrangement has been expressly confirmed by Kook.
Please bring or have available:
- your Order confirmation; and
- a valid photo ID, such as an Emirates ID or passport, where requested for verification.
A refundable rental deposit is required for every rental Order. The amount is calculated based on the Order value and shown at checkout.
3.2 Purchase pickup
Where pickup is available for purchased Items, customers may collect their Order during Kook's operating hours or at another confirmed collection time.
Please bring or have available your Order confirmation or proof of purchase. Kook may also request valid identification for verification.
4. Order Confirmation & Payment
Orders must be paid using the payment methods available at checkout.
Once payment and any required verification have been successfully completed, Kook will issue an Order confirmation using the contact details provided with your Order.
Confirmation may be sent by email, SMS, WhatsApp, or another contact method associated with the Order.
5. Delivery & Pickup Delays
Kook will use reasonable efforts to meet confirmed delivery and pickup times. However, delays may occur because of circumstances outside our reasonable control, including:
- heavy traffic or road closures;
- severe weather;
- natural disasters or emergencies;
- government action or access restrictions;
- utility, communications, or transportation disruption;
- incorrect or incomplete customer information; or
- other unexpected operational circumstances.
Where a material delay occurs, Kook will use reasonable efforts to communicate with the customer and provide an updated delivery or pickup arrangement where possible.
6. Receiving Rental Gear
Customers should inspect rented Items as soon as reasonably possible after delivery or pickup.
Any existing damage, fault, missing component, or material issue must be reported to Kook within 6 hours of pickup or delivery.
Reports may be submitted by WhatsApp at +971 56 105 0859 or by email at info@kook.ae.
Photographs or video should be provided where reasonably possible.
If an issue is not reported within the 6-hour period, the rental Item may be treated as having been received in satisfactory condition, except for faults or defects that could not reasonably have been discovered during ordinary inspection.
7. Receiving Purchased Items
If a purchased Item is delivered damaged, defective, incomplete, or materially different from your confirmed Order, please contact Kook as soon as reasonably possible.
We may request photographs, video, packaging information, or other reasonable evidence to help assess the issue.
Confirmed issues will be handled in accordance with our Refund Policy, Terms of Service, and applicable law.
8. Delivery Charges, Returns & Refunds
8.1 Delivery charges
Delivery and shipping charges are generally non-refundable once the applicable delivery service has been successfully provided.
This does not affect any refund or remedy that may be required where Kook cancels an Order, fails to provide the paid delivery service, or where otherwise required by applicable law.
8.2 Rental returns
Rental Items must be returned by the confirmed return time, reasonably clean, undamaged beyond normal wear and tear, and packed substantially as supplied.
Rental returns are governed by our Terms of Service.
8.3 Purchase returns
Eligible purchased Items may be returned in accordance with our Refund Policy.
Change-of-mind returns must meet the applicable return conditions, including requirements relating to condition, completeness, packaging, and proof of purchase.
9. Contact Kook
For questions about delivery, shipping, pickup, or an existing Order:
WhatsApp: +971 56 105 0859
Email: info@kook.ae
Contact page: Contact Kook