Shipping Delivery Information
COMPLIMENTARY STANDARD DELIVERY ON SELECTED ORDERS
Homes r Us provides free delivery on selected orders across all cities in UAE excluding some remote / non-service areas (see here for a non-exhaustive list of non-service areas).
DELIVERY SCHEDULE AND SHIPPING CHARGES
Shipping charges that are payable by you are subject to the Products ordered and their value. Please find the delivery timeline and Shipping charges information below:
|Shipping Type||Delivery Timeline||Order Value||Shipping Charge||COD Threshold (Less than AED 1,000 )|
Standard Delivery Small/Standard Products
|Within City Limits – 3 to 5 working days||Less than AED 200||AED 20||AED 20 + AED 10|
|Remote areas – 15 working days (Subject to availability of transport)||More than AED 200||Free||AED 10|
Standard Delivery Bulk Products
|Within City Limits – 3 to 5 working days||Less than AED 1000||AED 150||Not Applicable|
|Remote areas – 15 working days (Subject to availability of transport)||More than AED 1000||Free|
IMPORTANT DELIVERY INFORMATION
- Cash on Delivery (COD) is available as a payment method for selected orders that may also be eligible for free delivery; please note that COD orders are subject to a service charge (Please see our Payment Policy).
- If you request to postpone a scheduled delivery or if you or your representative is not available, then the delivery will be rescheduled to the next available date, which will be communicated to you in advance.
- If you do not accept delivery within 15 days or are not reachable, we reserve the right to cancel your order, and a refund will be issued
- Delivery of bulk Products shall be made at ground level subject to availability of a service lift of adequate size. Some spaces (such as old buildings or offices) may not have a lift, or may have narrow doors, passage-ways and low ceilings. In this case, our delivery service provider may not be able to deliver your new Products at your location without the risk of damage. The final decision to attempt for delivery will be made by our delivery service providers. In case of delivery failure because of any of the aforementioned reasons, we have the right to levy additional handling and transportation charges. Please refer to our FAQ section for more information.
- To help the delivery service team operate smoothly, kindly ensure that the passage to the receiving area for the Products and the receiving area is readily accessible, clear and ready to accommodate the Products. Our delivery team will not dismantle or shift or haul away your old furniture. For all furniture orders, our customer service team will reach out to you on your registered number within two days of your purchase, to schedule a delivery date and time.
- Our In-house delivery service team provides installation and assembly service free of charge for orders above AED 1,000. If your order requires installation and assembly, this needs to be arranged when we contact you to schedule a delivery date and time.
- Where you have arranged for assembly and installation, some Product(s) you purchase need to be fixed or mounted on the ceiling or wall (provided that installation expressly excludes electrical connections & installations, curtain rods & blinds installations). To permit any such installation you will give your full consent to the drilling or fixing of nails / screws in the ceiling or walls which is necessary for support. Please note that, to the extent permitted by law, we will not be liable in case of any damages are incurred on your property during the installation process by our delivery service team.
- In situations where it is necessary, we may require the delivery service team to take, transmit, and/or use photos/video of your Products (including its contents, connected Products, accessories and surroundings) for service, claim, and/or quality assurance purposes.
- We strive for a better experience and try our best to deliver on time. However, in case of any exceptional circumstances your delivery slot time may vary due to factors beyond our control or we may have to delay delivery of your Products for which you will be notified within reasonable time.
1. What is the delivery time for any purchase made online?
3-5 working days within city limits. 15 working days for remote areas, subject to availability of transport.
2. Do you ship internationally?
No, right now our deliveries are limited within UAE only.
3. How can I track my shipment?
Currently we do not have live order tracking on the Platform. 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).
4. 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 & AED 250 for household accessories, for purchases below AED 1000 for furniture & AED 250 for 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.
5. 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 express delivery option, but in near future we expect this facility should be available subject to extra cost.
6. 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.
7. 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
8. Can I cancel the order after dispatch but before the scheduled delivery date? If so then how will be the refund process?
No. In case you need to return or cancel your order during delivery, you will need to accept the delivery and separately request return of the Product. Orders can be cancelled before dispatch without any charges. See our Cancellation Policy.
9. 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 full refund in accordance with our Refund and Return policies and applicable law.
10. What if I receive an incorrect Product? Can the correct Product be delivered on priority?
If an incorrect Product is delivered due to mistake of Homes R Us, it will be replaced with the correct Product within a targeted timeframe 2-3 working days (subject to availability).
11. 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.
12. 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 on 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).
13. 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.
14. 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.
15. Can I add a 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.
16. What if the furniture ordered doesn’t fit into 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 to exchange with subject to an additional service charge of AED 150.