Shop, Delivery & Refund Terms

These terms apply to every order placed through the Caviar De Pierre website, and to the delivery of included membership caviar. They sit alongside the Website & Account Terms, the Membership Terms & Conditions and the Privacy Notice.

1. Who we are

DePierre Caviar Fish Trading L.L.C, commercial licence 1547522, TRN 105197923300003, Unit 1710, Bayswater, Business Bay, Dubai, United Arab Emirates. We sell caviar and related products to consumers, for delivery within Dubai.

2. Orders

2.1 Products shown on the site are an invitation to order, not an offer. Your order is an offer to buy.

2.2 A contract comes into existence when our payment provider confirms your payment and we send you an order confirmation. If we cannot then accept your order we will tell you and refund any payment in full.

2.3 We may decline an order where stock is unavailable, where we cannot verify your details, where the quantity suggests resale, or where delivery to your address is not practical within our cold chain.

2.4 Prices are shown in UAE Dirhams and include VAT at 5%. The total you will pay is shown before you confirm. A tax invoice is issued for every order.

2.5 Delivery charges, where they apply, are shown before you pay. Delivery within Dubai is currently complimentary.

2.6 Payment is taken when you place the order, from the card you choose at checkout (including Apple Pay where it is offered).

2.7 The Private Shop is open to members, to Guests during their Guest access, to Friends of the House and to authorised Corporate contacts. Member prices apply to members only.

2.8 When you start checkout we set the tins aside for you for up to thirty (30) minutes while your payment completes. A tin shown as out of stock cannot be ordered.

3. The product

3.1 Caviar is a perishable chilled food product. It must be kept refrigerated between −4°C and 0°C and consumed by the date on the tin. We are not liable for spoilage, deterioration, illness or food poisoning arising from product stored, transported or handled outside that range after delivery, or consumed after that date. This does not limit our liability for product that was already unfit when we delivered it, or your statutory rights. At checkout, and when you book an included delivery, we ask you to confirm separately that you understand this (Caviar storage acknowledgement).

3.2 Grain size, colour, firmness and flavour vary naturally between harvests and between tins. Variation of this kind is a characteristic of the product, not a defect.

3.3 Photographs on the site are illustrative.

3.4 Once a tin is opened, caviar should be consumed within the period stated on the packaging.

4. Delivery

4.1 We deliver within Dubai only. An address you add on the website must be in Dubai. In exceptional cases our team may arrange a delivery elsewhere in the United Arab Emirates by separate agreement with you.

4.2 An included delivery is made in the time range you choose when you book it (Dubai time). A Shop order is prepared for delivery from about two days after it is placed, and we email you when it is on its way. Times given are estimates and are not of the essence.

4.3 Someone aged 18 or over must be present to receive the order and sign for it. Because the goods are chilled, we do not leave orders unattended, with neighbours or at reception desks unless you have instructed us in writing to do so (for example in the delivery note).

4.4 If you instruct us to leave an order unattended, risk passes to you at the moment it is left, and we are not responsible for loss, theft or any deterioration from that moment.

4.5 If nobody is available to receive the order at the agreed time, we will contact you and arrange one further delivery. If that attempt also fails because nobody was available, the goods can no longer be guaranteed safe to eat and will be disposed of; we are then not obliged to refund them or to deliver again free of charge.

4.6 Risk in the goods passes to you on delivery. Ownership passes when we have received payment in full.

4.7 Check your order on arrival. Refrigerate immediately. We are not responsible for deterioration after delivery.

5. If something is wrong

5.1 Tell us within twenty-four (24) hours of delivery if your order arrives damaged, short, incorrect, or not in proper chilled condition. Email wissamtaha@depierre.eu, call +971 4 565 3773, or write to us through Help & Support in your account.

5.2 Send photographs of the tin, its seal, its label and the packaging. Keep the product refrigerated and do not dispose of it until we have responded.

5.3 Where we are satisfied the product was defective, not as described, or arrived outside its temperature range, we will at your choice replace it or refund it in full, including the delivery charge. This is your right under UAE Federal Law No. 15 of 2020 on Consumer Protection and nothing in these terms limits it.

5.4 Reporting after twenty-four hours makes it difficult for us to establish whether a problem arose before or after delivery. We will still consider the claim, but may be unable to uphold it.

5.5 Refunds go back to the original payment method within fourteen (14) days of our accepting the claim.

6. Returns and cancellation

6.1 Caviar is a perishable food product and cannot be returned once delivered. We cannot accept a return or give a refund because you have changed your mind, ordered the wrong grade or size, or no longer want the product. Food safety makes it impossible for us to resell a chilled product that has left our cold chain.

6.2 This does not affect clause 5. A product that is defective, not as described, or delivered outside its temperature range is always refunded or replaced.

6.3 You may ask us to cancel or amend a Shop order free of charge before it has been dispatched; contact us as soon as you can, and we refund what is cancelled in full. An included delivery can be changed or cancelled in your account as clause 3.3 of the Membership Terms & Conditions describes.

6.4 Once an order has been dispatched it cannot be cancelled.

6.5 A member's monthly allocation is not an order placed under these terms, and clauses 6.1 to 6.4 do not apply to it. Allocations are governed by clause 3 of the Membership Terms & Conditions, which allows unused allocation to carry forward within the membership term.

6.6 A Gift Membership purchase, and its gift box, are subject to these terms, and only the person who placed and paid for the order may make a claim about it.

7. Our liability for orders

7.1 Nothing here excludes our liability for death or personal injury caused by our negligence, for fraud, for supplying food unfit for consumption, or for anything UAE law does not permit us to exclude.

7.2 Subject to clause 7.1, our liability for any order is limited to the price of that order plus its delivery charge.

7.3 We are not liable for delays or failures caused by events outside our reasonable control, including courier or airline failure, customs or regulatory action, severe weather, or government restriction. Where such an event prevents delivery, we refund the order in full.

8. General

8.1 These terms sit alongside the Website & Account Terms, the Membership Terms & Conditions and the Privacy Notice.

8.2 Your statutory rights as a consumer under UAE Federal Law No. 15 of 2020 are not affected by anything in these terms.

8.3 These terms are governed by the laws of the United Arab Emirates and the Emirate of Dubai, and the courts of Dubai have exclusive jurisdiction.

Who we are

DePierre Caviar Fish Trading L.L.C · Commercial Licence 1547522 · TRN 105197923300003

Unit 1710, Bayswater, Business Bay, Dubai, United Arab Emirates · +971 4 565 3773