DELIVERY SERVICE LEVEL AGREEMENT

This Agreement represents a Service Level between the customer and Hive Living and aims to protect the rights of both parties as per the agreed scope of work. This Agreement outlines the parameters of all delivery services covered as understood from the terms and conditions and as mentioned herein.

DELIVERY TERMS AND CONDITIONS

1. Delivery and Assembly

• Upon receipt of the purchase price in full, we will provide a delivery date for the items purchased by you (the “Goods”). The delivery date quoted by us is an estimation only and is not a guaranteed delivery date for your order.

• Shipping and Delivery

DUBAI
Standard Delivery: 2–3 Days
Free delivery for orders AED 1000 and above.
AED 50 shipping fee for orders below AED 1000.

REST OF UAE
Standard Delivery: 3–5 Days
Free delivery for orders AED 1000 and above.
AED 75 shipping fee for orders below AED 1000.

• For other locations within the GCC, additional charges will be applicable.

• When the Goods are ready for delivery, we will contact you to arrange a date and time using the contact details provided. You are responsible for arranging adequate access and space at the delivery location. Our team cannot remove existing furniture to accommodate delivery.

• If our delivery team is unable to deliver the Goods due to reasons beyond our control or if no one is present to receive them, a re-delivery charge of AED 500 will apply. This must be paid prior to re-delivery.

• Once the Goods have been delivered, we will dispose of the original packaging upon your request.

2. Defective Goods

• You or your representative will be asked to inspect the Goods and sign a delivery note to confirm that the Goods have been received in good condition with no visible damage.

• You should not accept the delivery without checking the Goods.

• A signed delivery note without mention of any damage or discrepancy denotes your acceptance of the entire order in perfect condition.

3. Refunds and Exchange

• Goods may be returned or exchanged within 30 days from the date of purchase together with the original receipt for a full refund.

• All Goods returned must be in their original packaging.

• No exchange or refund will be accepted if the Goods are damaged and such damage occurred after purchase or after delivery acceptance.

• Please note that no exchange or refund will be accepted on special orders, Goods purchased at a discount, books, burnt candles, any fabric or wallpaper orders, directly delivered upholstered furniture, and/or used bed and bath products—unless damaged prior to purchase or delivery acceptance.

4. Storage of Goods

• We will provide free storage for the Goods for 30 days from the purchase date. If you are unable to take delivery on the confirmed date, we will store the Goods free of charge for an additional 30 days. After that, storage charges of AED 75 per sqft per month will apply and must be paid before delivery.

• No returns or exchanges will be accepted once the Goods are released from storage, delivered, assembled, or unpacked—unless agreed in advance.

• If delivery is not taken within 90 days of the initial delivery date, we reserve the right to dispose of the Goods at our discretion without notice. Any proceeds will be used to cover storage and disposal costs, and the remaining balance will be handled as per applicable laws and regulations.

Getting in touch with us and managing your communication preferences

If you have any questions regarding this Privacy and Cookie Policy, you can reach us in the following ways: by calling us at +971 4 422 3000 or by completing the ‘Contact Us’ form available on our website.

When you first register with us, you will have the option to choose whether you'd like to receive marketing communications from us or from our carefully selected third-party partners. Each time you receive a marketing message or newsletter—whether via email, SMS, push notification, phone call, or direct mail—you will be given the option to unsubscribe. Additionally, you can update your marketing preferences at any time by contacting us through the methods mentioned above.

If any of your personal information in your online account is inaccurate, you may request a correction by contacting us. In some cases, you may also be able to update certain details directly within your account.

Cookies

Our Website uses first-party cookies - small data files that we send to your computer or device - as well as similar technologies that allow us to recognize you on future visits. We may also utilize third-party cookies provided by our trusted partners.

There are five types of cookies:

Website Functionality Cookies

These cookies enable you to browse the Website and use our features such as shopping baskets.

Website Analytics Cookies

We use these cookies to measure and analyze how our customers use the Website. This allows us to continuously improve our Website and your shopping experience.

Customer Preference Cookies

When browsing or shopping online, the Website will remember your preferences (for example your user name, language or location). This makes your browsing experience simpler, easier and more personal to you.

Targeting Cookies or Advertising Cookies

These cookies are used to deliver adverts relevant to you. In addition, they limit the number of times you see an advertisement as well as helping us measure the effectiveness of our advertising campaigns.

Third-Party Service Provider Cookies

We may partner with third-party companies that are authorized to place cookies, web beacons, or similar technologies on our Website. These technologies help us deliver a better, faster, and more secure user experience. Our trusted service providers may use them as described above, and may also assist in fraud prevention for both you and us.

By continuing to use our Website, you consent to the placement and use of these cookies by us and our partners across our Website and other sites we operate.

If you wish to remove any cookies already stored on your device, please refer to your internet browser’s help section for guidance on locating the cookie files or directories. Please note that deleting or disabling our cookies may limit your access to certain features or areas of the Website.

How We Use Information

We - and/or the entities listed in the “Who may we share information with” section below - may use your information for the following purposes:

• To process and fulfill your orders or provide any services you request from us
• To verify and carry out financial transactions made through the Website, including conducting credit checks and fraud detection
• To assist with customer service inquiries and respond to information requests
• To manage and maintain your account
• To offer you a more personalized and enhanced shopping experience
• For data analysis and statistical reporting
• For marketing purposes, including sending promotional materials about us, our partners, and our websites via newsletters or re-marketing advertisements - subject to your communication preferences
• To improve our services and Website functionality
• To combine your data with information we lawfully hold from other sources
• To protect our rights, safety, and the safety of others, including in the prevention of fraud
• To comply with any applicable legal or regulatory obligations

Additionally, we may offer a Live Chat feature to support your queries. Where available, chat conversations may be recorded and stored. These transcripts are accessed solely for customer service purposes and only via desktop.

Who May We Share Information With

We may share your information with any of the following:

• Our group companies
• Carefully selected third parties with whom we have a partnership, who may contact you or use your data solely for pre-approved purposes, including marketing
• Service providers who perform tasks on our behalf, such as payment processing, IT support, Website maintenance, surveys, market research, warehousing, logistics, couriers, advertising, and any other service necessary for fulfilling your order
• Our professional service providers, including legal, audit, financial, and insurance advisors
• Any assignee, successor operator, or potential purchaser of the Website or our business
• Legal, regulatory, law enforcement, government, or municipal authorities
• Any gift recipient or warranty provider related to your order

General

This Privacy and Cookie Policy governs the collection and processing of information via the website www.hiveliving.ae, its mobile application, and related customer service channels.

We are committed to safeguarding your privacy and want to ensure transparency about how your data is collected, used, shared, and stored. The website is owned and operated by The Hive Collective Trading, a limited liability company incorporated under the laws of the United Arab Emirates, holding commercial license number 1410695, with its registered office located at Unit 70, Goshi Warehouse City, Al Quoz Industrial Area 3, Dubai, United Arab Emirates.

By accessing the Website or interacting with our customer service channels, you consent to the practices outlined in this policy. Please note that we may update this Privacy and Cookie Policy from time to time, and the latest version will always be available on our Website. We encourage you to review it periodically to stay informed of any changes.

Third Party Websites

This Privacy and Cookie Policy does not extend to third-party websites that may be linked through our Website. We are not responsible for the privacy or cookie practices of those external sites, nor for any information you choose to provide to them via our platform. We strongly recommend reviewing the privacy and cookie policies of such third-party websites independently to ensure your comfort and understanding. If you are a user of Google and/or Facebook, please note that any data collected through those platforms is subject to their respective terms and conditions. However, we may integrate data from your Google and/or Facebook accounts with information collected through our Website.

Information We May Collect

We, along with our authorized service providers, collect information that you provide through our Website, other websites operated by us, and our various customer service channels—this includes interactions via phone, email, or our Live Chat feature (where available).

We also collect information when you visit our Website, our other platforms, or through third parties who are authorized to share data with us. This information may be gathered even if you are not a registered user or do not complete an order. The types of information we collect include:

• Contact and personal details: such as your name, delivery address, phone number, email address, billing and payment information, date of birth, gender, nationality, gift recipient details, and your personal shopping preferences.
• Website usage data: including your geographic location, the URL used to access the Website, browser or device type and unique identifiers, your IP address and domain type, pages visited, search terms used, and items clicked.
• Transactional data: such as orders placed, items purchased, date and time of transactions, abandoned carts, preferences indicated, and any product personalization requests.
• Third-party data: including information from couriers, payment processors, or programs such as Amber.
• Survey and promotional data: including any details you provide through online or offline surveys, competitions, or product registrations.

Please note that full payment card details are collected solely for the purpose of processing your transaction and are not stored, sold, or rented by us. Our staff does not have access to your full card details. All transactions are processed securely by trusted, certified, and legally authorized partners to ensure your payment information remains protected.

If you provide us with information about another individual, you confirm that you have obtained their consent to do so.

Safeguarding Your Personal Information

Information you share with us through our Website is stored on secure servers. All payment transactions conducted via our Website are encrypted using Secure Socket Layer (SSL) technology to ensure your data remains protected.

You are responsible for maintaining the confidentiality of any passwords or login credentials provided to or created by you. To protect our digital infrastructure, we have implemented a range of security measures, including authentication protocols, continuous monitoring, auditing systems, and encryption technologies. These safeguards are integrated into the design, development, and daily operation of our Website, reflecting our ongoing commitment to the protection of electronic data and secure information transmission.

However, while we take extensive steps to secure your data, it's important to note that data transmission over the internet can never be entirely secure. Therefore, any data you transmit through our Website is done at your own risk.

Your personal data may be transferred to and stored in locations both within and outside the United Arab Emirates. By submitting your information and using our Website, you acknowledge that your data may be transferred to jurisdictions with varying levels of data protection laws. We require all third parties who handle your data on our behalf to maintain its security, treat it as confidential, and use it strictly for the purposes agreed upon.

DELIVERY SERVICE LEVEL AGREEMENT

This Agreement represents a Service Level between the customer and Hive Living and to reserve the rights for both parties as per the agreed scope of work. This Agreement outlines the parameters of all delivery services covered as they are understood from the terms and conditions and as mentioned in this agreement.

DELIVERY TERMS AND CONDITIONS

1. Delivery and Assembly

• Upon receipt of the purchase price in full we will give you a delivery date for the items purchased by you (the “Goods”). The delivery date quoted by us is an estimation only and is not a guaranteed delivery date for your order.

• We deliver free of charge within Dubai.  For other locations within the United Arab Emirates and GCC charges will be applicable. 

• When the Goods are ready for delivery we will contact you to arrange a date and time for delivery using the contact details provided by you. You will be responsible for arranging adequate access and space at the delivery location to facilitate the delivery. Our delivery team cannot remove any existing furniture at the delivery address to accommodate delivery of the Goods.

• If at the time of delivery our delivery team is unable to deliver the Goods due to the reasons beyond our control or no one is present at the delivery address to receive the Goods you will incur a re-delivery charge of AED 500 which must be paid by you prior to re-delivery of the Goods.

• Once the Goods have been delivered we will dispose of the original packaging upon your request.

2. Defective Goods

• You or your representative will be asked to inspect the Goods and sign a delivery note to confirm that the Goods have been received in good condition and complete with there is no obvious damage to the Goods.

• You should not accept the delivery without checking the Goods.

• A signed delivery note without mention of any damage or discrepancy denotes your acceptance of the entire order in perfect condition.

3. Refunds and Exchange

• Goods may be returned or exchanged within 30 days from the date of purchase together with the original till receipt for a full refund.

• All Goods returned must be in their original packaging.

• No exchange or refund will be accepted if the Goods are damaged and such damage occurred after purchase or in the case of Goods that are delivered to you acceptance of the Goods.

• Please note that no exchange or refund will be accepted on special orders Goods purchased at a discount books burnt candles any fabric or wallpaper orders furniture directly delivered upholstered furniture and/or used bed and bath products unless such Goods are damaged and such damage occurred prior to purchase or in the case of Goods that are delivered to you acceptance of the Goods.

4. Storage of Goods

• We will provide a free storage facility for the Goods for 30 days from the date of purchase. Further if you are unable to take delivery of the Goods on the confirmed delivery date we shall keep the Goods in storage free of charge for a period of 30 days from such date. If you subsequently fail to take delivery of the Goods within this extended period we will store the Goods at a charge of AED 75 per sqft per month. You will be required to pay any storage charges and other charges applicable before the Goods are released for delivery.

• No returns or exchange will be accepted once the Goods are released from storage delivered or assembled or unpacked. No return will be accepted unless agreed in advance.

• If you do not take delivery of the Goods within 90 days of the initial confirmed delivery date you acknowledge and agree that we reserve the right to dispose of the Goods at our discretion at the end of such 90 day period without notice to you and to deduct from the sale proceeds any storage charges and other charges and expenses reasonably incurred by us in disposing of the Goods. Further you acknowledge that we shall be permitted to dispose of the balance of the proceeds of sale in accordance with applicable laws and regulations.

Customer name

Signature

Date 

DELIVERY SERVICE LEVEL AGREEMENT

This Agreement represents a Service Level between the customer and Hive Living and to reserve the rights for both parties as per the agreed scope of work. This Agreement outlines the parameters of all delivery services covered as they are understood from the terms and conditions and as mentioned in this agreement.

DELIVERY TERMS AND CONDITIONS

1. Delivery and Assembly

• Upon receipt of the purchase price in full we will give you a delivery date for the items purchased by you (the “Goods”). The delivery date quoted by us is an estimation only and is not a guaranteed delivery date for your order.

• We deliver free of charge within Dubai.  For other locations within the United Arab Emirates and GCC charges will be applicable. 

• When the Goods are ready for delivery we will contact you to arrange a date and time for delivery using the contact details provided by you. You will be responsible for arranging adequate access and space at the delivery location to facilitate the delivery. Our delivery team cannot remove any existing furniture at the delivery address to accommodate delivery of the Goods.

• If at the time of delivery our delivery team is unable to deliver the Goods due to the reasons beyond our control or no one is present at the delivery address to receive the Goods you will incur a re-delivery charge of AED 500 which must be paid by you prior to re-delivery of the Goods.

• Once the Goods have been delivered we will dispose of the original packaging upon your request.

2. Defective Goods

• You or your representative will be asked to inspect the Goods and sign a delivery note to confirm that the Goods have been received in good condition and complete with there is no obvious damage to the Goods.

• You should not accept the delivery without checking the Goods.

• A signed delivery note without mention of any damage or discrepancy denotes your acceptance of the entire order in perfect condition.

3. Refunds and Exchange

• Goods may be returned or exchanged within 30 days from the date of purchase together with the original till receipt for a full refund.

• All Goods returned must be in their original packaging.

• No exchange or refund will be accepted if the Goods are damaged and such damage occurred after purchase or in the case of Goods that are delivered to you acceptance of the Goods.

• Please note that no exchange or refund will be accepted on special orders Goods purchased at a discount books burnt candles any fabric or wallpaper orders furniture directly delivered upholstered furniture and/or used bed and bath products unless such Goods are damaged and such damage occurred prior to purchase or in the case of Goods that are delivered to you acceptance of the Goods.

4. Storage of Goods

• We will provide a free storage facility for the Goods for 30 days from the date of purchase. Further if you are unable to take delivery of the Goods on the confirmed delivery date we shall keep the Goods in storage free of charge for a period of 30 days from such date. If you subsequently fail to take delivery of the Goods within this extended period we will store the Goods at a charge of AED 75 per sqft per month. You will be required to pay any storage charges and other charges applicable before the Goods are released for delivery.

• No returns or exchange will be accepted once the Goods are released from storage delivered or assembled or unpacked. No return will be accepted unless agreed in advance.

• If you do not take delivery of the Goods within 90 days of the initial confirmed delivery date you acknowledge and agree that we reserve the right to dispose of the Goods at our discretion at the end of such 90 day period without notice to you and to deduct from the sale proceeds any storage charges and other charges and expenses reasonably incurred by us in disposing of the Goods. Further you acknowledge that we shall be permitted to dispose of the balance of the proceeds of sale in accordance with applicable laws and regulations.

Customer name

Signature

Date