*Subject to areas restrictions: Delivery services to locations South or West of Abu Dhabi is considered “remote locations” (except Al Ain and any towns/locations on Abu Dhabi – Al Ain road and Dubai – Al Ain road). It includes, but is not limited to the following areas: Tarif area, Al Ruwais area, Abu Alabyadh area, Al Arrad area, Al Wagan area, Um El Zumool area, Madinat Zayed al Gharbiya area, Qareen Al Aish area, Al Hamra area.
Orders are processed and delivered from House of Serene from Saturday through Thursday. Orders placed outside of working hours (9am-6pm), after the cut-off time and/or during any UAE public holiday will be placed on the following first UAE working day. Delivery timelines are estimates, kindly note that House of Serene cannot be responsible for unanticipated delays, rest assured that we will always do our best to deliver your order to you at the earliest.
At checkout, we will provide you with an estimated delivery date for your order, which will also be noted on your Order Confirmation email.

Delivery Confirmation

Once your order has been packed, it will be handed over to our trusted delivery partner.
You will receive a Call or SMS/WhatsApp to arrange the delivery at your convenience. At the same time, an email will be sent to you to confirm that your Order has been Dispatched.

On the day of the delivery, you will be notified by an Sms/WhatsApp that the courier is on the way. The driver will then call you once he reaches your location.

Kindly note, up to 2 delivery attempts will be made for each shipment. Any additional delivery attempts requested by the client will be charged an extra fee of AED 13.00 per attempt.

General Delivery Conditions

At House of Serene we are strongly committed to delivering in the timelines estimated in our order confirmation or displayed on our Website or above. Timelines start from order confirmation. However, if we have not delivered your order within 30 days of order confirmation, we will provide you with a full refund. We are not responsible for failures to deliver for reasons outside our reasonable control, including where you are not available to take delivery of your order or request postponement.

Delivery of Rugs

All rug orders from House of Serene are final and non-returnable. When your Order is confirmed, our customer service team will contact you to agree a delivery date. Once agreed, you will be responsible for accepting delivery and arranging appropriate means of access and installation on that date. It is your responsibility to ensure that our delivery team has access to the delivery address, and that sufficient space for the rugs is available, hallways are measured and doors and lifts can grant full access.
Delivery on the first floor and above requires service elevator access arranged by you and it is your responsibility to notify us of any potential problems with access to the premises, building, service elevators, etc. and make any related delivery arrangements. Where delivery is complicated by such factors, additional charges may apply. If delivery is not accepted on the agreed delivery date, goods shall be kept in storage free of charge for a period of up to 30 days. If you fail to agree a revised delivery date falling within 30 days of the initial delivery date, we retain the right to cancel your order, refund your payment and resell the goods with no further liability.
If on the delivery date our delivery team is unable to obtain access to the delivery address, a reasonable re-delivery charge may be applied. We will pre-inform you of this charge. In the absence of negligence, we will not be liable for loss or damage to the goods or your property, including where caused by: (i) us following your specific instructions; (ii) limited or no access to your nominated premises; and/or (iii) goods not fitting into your property.

Change of Address

A tracking number will be provided via email once your order is confirmed. You will then be able to use the tracking number to check the delivery status on the House of Serene website.

Tracking

A tracking number will be provided via email once your order is confirmed. You will then be able to use the tracking number to check the delivery status on the House of Serene website.

Custom & Pre-orders

Please note that PRE-ORDER purchases are items that are not in stock.
Lead times are indicative and subject to change. For accurate and up-to-date lead times for custom or pre-order rug arrival dates please get in touch with our customer service representative via WhatApp at +971 (50) 324 61 00 or via email at customercare@houseofserene.com