faqs
Account
Yes, you can choose to checkout as Guest.
Order
The team at House of Serene will pack your items, then ship them! See the full process below:
- 1. We confirm every order by sending an email to the address provided at checkout.
- 2. We send another email when your order ships.
- 3. You will receive an SMS/WhatsApp from our delivery partner when your item is out for delivery (within 2-3 days after ordering)
We can amend this for you. Please email the customer service team at customercare@houseofserene.com as quickly as possible with your order number; first line of your address and correct email address.
When you place an order we will send you a confirmation email to the email address provided.
If you haven't received your confirmation email please log into your account on the House of Serene website - using the same email address that you used to place the order; click on 'My Orders and Returns' under the Account tab and you will be able to check the status of your order.
If you can't find your order on this, please email us at
customercare@houseofserene.com to verify and fix this for you.
If your delivery date has passed and you haven't received your order, you can track it by logging into your House of Serene account and clicking on the ‘Track your Order’ under the Account tab. From here you'll be able to track the status of your order.
If you're still concerned about where your order is please send a WhatsApp to +97 15 or email customercare@houseofserene.com and one of our team members will help track down your order.
We are very sorry if your order has arrived damaged. In this case, please contact us as soon as you receive your order. You can WhatsApp us on +9715 or email us at
customercare@houseofserene.com
Kindly provide us the following details:
- 1. Your order number
- 2. Details of the damage e.g. broken, chipped
- 3. Images of the damaged/faulty item
- 4. Images of the inner and outer packaging that has been used to protect the item
Please Note: we cannot process a refund if we do not receive a message within 7 days of the date of delivery.
If an item is missing, please contact us as soon as you receive your order. You can WhatsApp us on +9715 or email us at customercare@houseofserene.com Kindly provide us the following details, allowing one of our Customer Service Representatives to look further into the matter.
- 1. Your order number
- 2. Details of the item that is missing - product name and item code
- 3. Images of the open package with the items in that you did receive (if you ordered more than 1 item)
- 4. Images of the packaging-including any damage to the packaging
- Note: we cannot process a refund if we do not receive a message within 7 days of the date of delivery.
Yes, you can cancel your order any time before it has been dispatched from our warehouse. A full refund will be made back to the payment solution used initially by you. Please allow up to 10 working days for the refund transfer to be completed.
No, if the item is out of stock you will not be able to pay for the order. However, please send us a WhatsApp on +9715 or email us at customercare@houseofserene.com about the particular item you are interested in. We will strive to provide an approximate incoming stock date to keep you informed about the possible wait.
If you would like to custom design a rug - send us an email at customercare@houseofserene.com or WhatsApp us on +9715 and we can work together to create a tailor made beautiful design unique to your home.
Yes, at House of Serene we offer a gift wrapping service. Please ensure to select this option at checkout. You can also add a personalized message!
Yes, we do! If you are an Interior Designer or an Interior Stylist, kindly send us an email to customercare@houseofserene.com
Payment
Making payments with House of Serene couldn’t be simpler.
We accept Visa, MasterCard and Cash on Delivery.
At House of Serene we maintain the highest levels of security. Our site uses high-level encryption technology that encrypts the data you provide us, ensures it is safe and not accessible to any third party. Your data is only used to process orders and to serve you better. It will be under no circumstances disclosed to any third party.
- 1. Visit www.houseofserene.com and shop your favorite products.
- 2. Before you proceed to checkout to complete your order, apply the Promo Code that has been sent to you via email. The amount will then be automatically deducted from the order.
- 3. Complete the order by clicking on ‘Secure Checkout’. After placing the order, you will receive the order number and a confirmation email containing the summary.
Delivery
House of Serene delivers your order to you within 2-3 working days.
Please note: we do not ship on weekends or public holidays.
House of Serene does not charge shipping fees within the UAE.
House of Serene delivers all around UAE.
House of Serene provides door to door service. We have agreements with well know couriers like Fetchr. They will take care of your products and deliver it to your door step for free.
Return and Refunds
We hope that you love our home décor items. However, if you are not completely satisfied, you can easily request a full refund if you return the item within 7 days of delivery
(the refund policy does not apply to Rugs).
Please note, all returns should be sent back in the original packaging provided. If the item or packaging is damaged, or not in a perfect resalable condition – we will send the item back to you.
To return your item(s):
- 1) Log in to your House of Serene account
- 2) Click on ‘My Orders and Returns’ under the Account tab
- 3) Click on Return Item(s) and select the items you would like to return
- 4) Select the Quantity, Condition and the Reason for your Return.
- 5) Finally, select the Refund Type.
Please note, credit/debit card refund is only applicable if you have paid for the item using a credit/debit card.
- 6) Our courier will collect the item(s) from you within 1-2 working days.
Yes, full refunds are available on all sale items if you return the item within 7 days of delivery (the refund policy does not apply to Rugs).
Please note, all returns should be sent back in the original packaging provided. If the item or packaging is damaged, or not in a perfect resalable condition – we will send the item back to you.
To return your item/s:
- 1) Log in to your House of Serene account
- 2) Click on ‘My Orders and Returns’ under the Account Tab
- 3) Click on Return Item(s) and select the items you would like to return
- 4) Select the Quantity, Condition and the Reason for your Return.
- 5) Finally, select the Refund Type.
- Please note, credit/debit card refund is only applicable if you have paid for the item using a credit/debit card.
- 6) Our courier will collect the item(s) from you within 1-2 working days.
We are unable to offer any exchange. Instead, please return your unwanted items to us for a refund and place a new order.
Once your Return Request is submitted and the order has been collected, the items go through a quality check where our specialists evaluate the item within 2-3 days. You will then receive an e-mail confirming the approval or rejection of your request. If approved, you will receive your refund within 7-10 days working days. If rejected, the item will be sent back and you will not receive a refund. Please see below for the refund methods for each type of payment:
- • Credit cards: refund will be credited by your bank within 10 working days
- • Cash on Delivery: refund will be received as House of Serene Store Credit within 3 working days.
Within 7-10 working days from receiving the return request.
If you have paid Cash on Delivery, we do not provide cash refunds. If you wish to return an item, the price paid for the items will be returned to you as HOS Store Credit. Store Credit will be reflected in ‘My Wallet’ under ‘My Account’, which can be used to purchase a new item. You can redeem your House of Serene Store Credit at checkout.
Store credit will only last up to a year from issued date
If your order exceeds the value of the Store Credit, the remaining balance must be paid by Cash on Delivery ‘COD’ upon delivery of your item(s).
Rugs
Yes, House of Serene offers a Home Trial experience to ensure your rug selection is perfect for your space. You can choose up to 3 rugs from the entire collection and we will schedule a trial at your convenient time.
*Complimentary Home Trials are offered only within Dubai. All other Emirates is AED 100/- per visit.
The above charges will be reimbursed upon purchase.
At House of Serene we offer a bespoke service to all our clients to develop their own Rugs. We provide a wide selection of colors, materials, and even the type of weaves to choose from. Our in-house designers then work with some of the finest carpet weavers to achieve your design as per your requirements.
Unfortunately, we have no exchange/refund policy for Rugs.
Instead, House of Serene offers a home trial experience for up to 3 Rugs to all our clients in UAE. It is recommended that you schedule a trial with our team before purchasing the rug.
Fibre shedding is a common occurrence with new rugs. Carpets shed fibre from the pile through foot traffic and vacuuming. This is normal for rugs with staple yarn/spun yarn in a cut pile. The shedding will drastically reduce within a few months of installation in your home. The carpet will shed a much smaller amount for its lifetime.