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Shipping & Delivery
Our Promise
At House of Serene, we prioritise fast, reliable delivery and transparent communication. All orders are subject to verification and approval before shipping and typically require up to 1–2 working days to process prior to dispatch.
Health & Safety Handling
We follow strict handling protocols in line with prevailing UAE health and safety guidance. Orders are prepared in a controlled environment and handled with care throughout storage and delivery.
Order Delivery Timelines & Locations
Remote Areas (UAE): Delivery south or west of Abu Dhabi (except Al Ain and any towns/locations on Abu Dhabi–Al Ain Road and Dubai–Al Ain Road) are considered remote. This includes but is not limited to: Tarif, Al Ruwais, Abu Al Abyadh, Al Arrad, Al Wagan, Um Al Zumool, Madinat Zayed Al Gharbiya, Qareen Al Aish, Al Hamra.
Processing & Working Hours:
Orders are processed Saturday–Thursday, 9:00 am–6:00 pm (UAE). Orders placed outside working hours, after cut-off, or on UAE public holidays are processed on the next UAE working day.
Important: Delivery timelines are estimates. External factors (weather, access restrictions, carrier delays, public holidays) may affect delivery. We will always do our best to deliver your order at the earliest.
| Location | Delivery Time | Delivery Fees |
|---|---|---|
| Dubai | 2-3 Working Days | Free |
| Abu Dhabi | 2-3 Working Days | Free |
| Rug Deliveries across Dubai | 2-3 Working Days | Free |
Dubai
Delivery Time
2-3 Working Days
Delivery Fees
Free
Abu Dhabi
Delivery Time
2-3 Working Days
Delivery Fees
Free
Rug Deliveries across Dubai
Delivery Time
2-3 Working Days
Delivery Fees
Free
Delivery Confirmation & Tracking
- Once your order is packed and handed to our delivery partner, you’ll receive a Dispatch Confirmation by email.
- You’ll also receive a call or SMS/WhatsApp to schedule/confirm delivery.
- On the delivery day, you’ll be notified by SMS/WhatsApp when the courier is en route.
- Up to two (2) delivery attempts are included. Additional attempts requested by the customer are chargeable at AED 15.00 per attempt.
- A tracking number will be provided via email with your order confirmation/dispatch so you can check delivery status.
General Delivery Conditions
We strive to meet the timelines displayed on our Website and/or order confirmation. Timelines start from order confirmation. If we have not delivered your order within 30 days of order confirmation, you are entitled to a full refund. We are not responsible for delays outside our reasonable control, including unavailability to receive delivery or customer-requested postponements.
Partial Shipments:
To expedite delivery, your order may be split into multiple shipments. You’ll be notified if this applies. This may result in multiple postings on your card statement.
Force Majeure:
We are not liable for delays or failure to perform due to causes beyond our reasonable control (including but not limited to acts of God, government actions, labour disputes, carrier failure, network outages, or other force majeure events). House of Serene will not deal with or provide services/products to any OFAC-sanctioned countries in accordance with UAE law.
Delivery of Rugs (Access & Site Conditions)
All rug orders are final sale (no returns or exchanges). After order confirmation, our team will contact you to agree a delivery date.
Your Responsibilities:
- Ensure safe and adequate access to your premises (service elevators, doorways, staircases, corridors) suitable for the rug dimensions.
- First-floor and above deliveries require service elevator access arranged by you.
- Notify us in advance of any access limitations or building restrictions and make related arrangements.
If our team cannot obtain access on the agreed date/time, a reasonable re-delivery charge may apply (pre-advised before rescheduling). Where delivery cannot be completed due to restricted access or unsuitable site conditions, the order will be considered fulfilled. In the absence of negligence, we are not liable for any loss or damage to the goods or your property, including where caused by:
(i) following your specific instructions;
(ii) limited or no access to your premises; or
(iii) goods not fitting into your property.
Storage if Delivery is Missed:
If delivery is not accepted on the agreed date, we will store the goods free of charge for up to 30 days. If a revised delivery date within those 30 days is not agreed, we may cancel your order, refund your payment, and resell the goods with no further liability.
Address Changes
If you need to change your delivery address after order confirmation, please contact Customer Care as soon as possible. Address changes may affect delivery timelines and must be confirmed before dispatch.
International Shipping (Rugs)
We offer international shipping for rugs. Timelines and charges vary by destination and will be confirmed by Customer Care prior to dispatch. Customs duties, taxes, and import formalities (if any) are the recipient’s responsibility.
Custom & Pre-Orders (Rugs)
Pre-Order items are not in stock. Lead times are indicative and subject to change. For accurate timelines on custom or pre-order rugs (manufacturing and transit), contact Customer Care via WhatsApp +971 50 324 6100 or customercare@houseofserene.com.
Typical Guidance:
- Manufacturing: 40–60 days (design-dependent)
- Shipping: ~30 days or less (destination-dependent)
Contact
Customer Care (Mon–Sat, 9:00 am–6:00 pm, UAE): +971 50 324 6100
Email: customercare@houseofserene.com