Frequently Asked Questions
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General FAQ’s
1. Can I avail a 0% instalment plan for online purchases? If so, is there a minimum purchase amount required in that case?
We do not have an instalment facility right now for online orders. However, you may check with your bank if they can convert a particular transaction into instalments.
2. Is the crockery or kitchen products microwave-safe or dishwasher safe?
Please refer to the care maintenance section on the product page.
3. How much additional time is required for installations?
Usually, for a product, the team requires thirty minutes to an hour to install depending on the products/items ordered.
4. How do I clean the fabric or upholstery?
Please refer to the care maintenance section on the product page.
5. Do you have Click & Collect facility available right now?
Click & Collect service is only available from our warehouse in Techno Park / National Industries Park. You may select that option when making the payment on the checkout page.
6. What if my card is blocked and a refund is to be issued?
Customers can get store credits for the same value and use them for future orders. Else, a bank form has to be submitted stating the account holds closed with them.
7. Can you reserve an item if I add them to my cart?
At the moment, we do not have an option to reserve items in the cart. The products are available for other customers to purchase. If in case the product is tagged as 'sold out', then we do not have the quantity available.
8. Can I return the item at your store if I purchased it online?
Any product purchased online has to be returned via the online channel. Currently, we do not have the facility to return a product at the store if it’s purchased online.
9. What is the delivery time for any purchase made online?
3-5 working days within city limits. 5-7 working days outside city limits (where we deliver).
10. Do you ship internationally?
No, right now, our deliveries are limited to within the UAE only.
11. How can I track my shipment?
Currently, we do not have live order tracking on the platform. The status of your order is updated to you via email on regular basis. In case you need any urgent updates on your order status please call our customer service team at 800 RHOME (800 74663).
12. Is delivery free? If not, what is the minimum amount of purchase required for free of charge delivery?
Generally, free delivery is for a minimum purchase of AED 1000 for furniture and AED 250 for household accessories. For purchases below AED 1000 on furniture and AED 250 on household accessories, there will be a delivery charge of AED 150 and AED 20, respectively. See here for details of shipping charges that may apply.
13. Will there be an option for express delivery at an extra cost? If so, then what will be the cost?
Currently, we do not have an express delivery option, but in the near future, we expect this facility should be available subject to extra cost.
14. Is there cash on delivery facility available? If so, what will be the additional charges?
COD facility is available. Additional COD charges will be AED 10 per order.
15. Is there any limit on the quantity, weight, or dimension of the products that I can purchase online?
There are no such limits on your ability to purchase. Please refer to our response in Question 16 on other limitations such as physical restrictions in or around your dwelling.
16. Can I cancel the order after dispatch but before the scheduled delivery date? If so, then what will the refund process be?
No. In case you need to return or cancel your order during delivery, you will need to accept the delivery and separately request the return of the product. Orders can be cancelled before dispatch without any charges. See our Cancellation Policy.
17. How can a product be considered for a repair/refund/return/exchange or cancellation, if an issue is found post-delivery?
If there is any issue with the quality of the products or missing parts, Homes r Us will replace it or issue a full refund in accordance with our Refund and Return policies and applicable law.
18. What if I receive an incorrect product? Can the correct product be delivered on priority?
If an incorrect product is delivered due to the mistake of Homes r Us, it will be replaced with the correct one within a targeted timeframe of 2-3 working days (subject to availability).
19. What if I don’t like the product after delivery?
You can obtain a refund within 14 days of delivery provided the product is unused with original packaging or otherwise complies with our Return Policy.
20.What if I am unavailable at the time of delivery, which was scheduled after checking my convenience? Can I reschedule the delivery? Will there be any charges for the same?
Yes, delivery can be rescheduled for the next available date. If you do not accept a delivery date within 14 days of placing your order, or are not reachable, we reserve the right to cancel your order and a refund will be issued (which may be by store credit where permissible by law).
21.Can I nominate someone else to receive the delivery on my behalf?
Yes, you can nominate, but we would like to have a copy of his/her ID at the time of delivery. Please contact our customer service team in advance to nominate the recipient.
22. Can I change the delivery address after I have purchased the Products online?
Yes, you can change the delivery address before dispatch subject to new location being in the same city, but you need to call our customer service team. There are some locations where we cannot make deliveries.
23. Can I add products to the existing order placed and include them in the same delivery?
Existing orders cannot be amended to add new products. You can raise a new order for additional products.
24. What if the furniture ordered doesn’t fit into the elevator, staircase or the room itself?
Please refer to the Important Delivery Information above. We advise you to check the dimensions of the products before placing your order. In case the product doesn’t fit or cannot readily be delivered by us because of physical restrictions on access to your delivery location or dwelling or other obstacles, we will take it back and issue a refund or allow an exchange subject to an additional service charge of AED 150.