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Your Questions, Our Thoughtful Answers
01Do you ship outside the UAE?
01Do you ship outside the UAE?
Yes, we offer international shipping for rugs. All other décor items are currently available for delivery within the UAE only.
02How fast will my order arrive?
02How fast will my order arrive?
Most items arrive in 2–3 working days. Rug deliveries are scheduled.
03Can I customise a rug?
03Can I customise a rug?
Yes. Our design team will help with size, colour, texture, and pattern. Manufacturing takes 40–60 days, and shipping time is approximately 30 days or less, depending on the order and destination.
04What payment methods do you accept?
04What payment methods do you accept?
We accept all major debit and credit cards, local payment gateways, as well as cash on delivery (COD) for added convenience.
05Can I request gift packaging?
05Can I request gift packaging?
Yes — available for décor items on request or at checkout (where offered).
06Do you offer services for developers and Airbnb hosts?
06Do you offer services for developers and Airbnb hosts?
Yes. See our Services page for project-based supply and consultations.
07How do I care for my rug?
07How do I care for my rug?
Vacuum regularly on a low setting and rotate periodically for even wear. For long-term care, you can contact us to arrange professional rug cleaning or fixing with trusted specialists.
08Do you offer bulk orders or special pricing?
08Do you offer bulk orders or special pricing?
Yes, we work with designers, developers, Airbnb hosts, and hospitality clients to provide rugs and décor for projects at special rates. Please contact us with your project details to learn more.
09Can I cancel my order?
09Can I cancel my order?
Orders can be cancelled within 24 hours of confirmation. After this time, cancellations are not permitted. Rug orders (custom and ready-made) cannot be cancelled once production or delivery has been scheduled.
10How are refunds processed?
10How are refunds processed?
Refunds (for eligible returns) are made via the original payment method. For cash on delivery orders, refunds are processed as store credit or bank transfer.
11Can I exchange an item?
11Can I exchange an item?
Exchanges are accepted within 7 days for décor items only, provided the item is unused and in its original packaging. Rugs (custom and ready-made) are final sale and cannot be exchanged or returned
12What should I know about rug deliveries?
12What should I know about rug deliveries?
Please ensure that your delivery site has suitable access — including doorways, staircases, and service elevators large enough for the rug. House of Serene cannot be held responsible if delivery cannot be completed due to restricted access or site conditions. In such cases, the order will be considered fulfilled.
Still Have Questions or Want to Talk Design?
We’d love to hear from you. Whether you’re curious about our process, timelines, or custom design possibilities — our team is just a message away.
Let’s make your ideas feel right at home.