Faq

Frequently Asked Questions

Payments

What choice do I have when it comes to payment?
Homesmiths is known for its wide choice of products, but we also empower you with choice when it comes to how you want to pay.

  • Online Payment via Debit and Credit Cards or Apply Pay
  • Pay on delivery (Cash or Debit / Credit Card)
  • Pay using your Homesmiths Loyalty Points

Homesmiths Loyalty points can be used to make a payment online only when Click and Collect is chosen as well as to Delivery.

Are there any hidden charges?
We have made sure that you do not pay anything extra! Prices listed for all products are transparent at the time of checkout. You will be notified of any delivery or service charges before you pay for your order.

How do I pay using a credit card?
First off, you must be a holder of a credit card. It is a simple process, with a few ground rules:

  • You must be 18yrs or older.
  • You must be the authorised user of the card.
  • Have sufficient credit.
  • Know your personal details.

We use tokenization on our payment page which means we do not have access to see your credit card number. To make a payment for the first time, you must enter your card number, expiry date, CVV number and the name as printed on the card. Along with this, you may be asked for the billing address.

Once you enter the details, you can simply click on Pay Now. By doing so, your credit card will be charged the amount as displayed on your checkout page.

If you are a returning customer and you have made a purchase earlier with Homesmiths, and if you have opted in to save your card for future use, you will see the card (identified by the last four digits) in the list of saved card. Once again, we do not have access to your credit card number. Instead we only have a encrypted token provided by the credit card gateway.

If you wish to pay using an existing card, you will be required to enter your CVV number again to verify the use of the card.

If you already have a saved card, and yet want to make a payment with a new credit card - you can click on "Add new card" and simply add details about a credit card as displayed on the screen.

How safe is it to use my credit card?
We adhere to the highest security standards online. Every transaction passes through an encrypted secured payment gateway. If you have 3D secure credit card, an advanced secure password service for online transactions, provide an additional layer of security. Meaning? You are in safe hands!

Homesmiths does not store your credit card details. We only charge the card and store an encrypted token if you authorise it.

The Homesmiths mobile responsive website supports browsing and purchasing on Smartphone’s and tablets as well.

Does Homesmiths offer flexible payment options such as monthly installments?
No. Homesmiths is not supported for any kind of EMI options. For more details contact customer support.

Do you store my credit card information?
No, Homesmiths does not have access to your card information and our website does not store your card details or information. The Homesmiths Customer Service Centre will never ask you for any sensitive information such as credit card details or passwords via email or by phone.

However, we have an option at the time of checkout for you to save your credit card details. Please be assured that by clicking this option, we still do not have access to your credit card number.

We use Noon Payments to process credit/debit card transactions. Noon only provides an encrypted token to future use and we are unable to charge your card without your consent.

If you selected the option to store the card in your account, it means you have asked Noon to send us a token for your card and allows you a quick checkout option on your next purchase. In order to charge your card, you must manually enter your CVV number each time you intend to make a purchase

Delivery Information

How much does Homesmiths charge for delivery?
Delivery charges vary based on location, weight and delivery service. We are providing free shipping on all order above AED 100 within the UAE.

Free shipping on all orders above AED 1000 outside the UAE. For more details Terms & Condition

Tell me more about delivery time?
All deliveries are handled by our trusted logistics partner. You can check your order status by logging in and checking ‘My Account’. Delivery times change depending on product availability, customer location and public holidays. Standard delivery within the UAE is usually between two to three working days.

How are products packaged, i.e. will they reach me safely?
In addition to retaining the original packing by the manufacturer, where needed, we then secure your purchases with additional packaging to ensure it reaches you in perfect condition.

What if something happens to an in-transit product?
You can relax knowing we will deliver the goods safely and on time. If you experience any issues please email to talktous@homesmiths.ae or call +971 52 752 8833 between 9 am and 6 pm, Monday to Saturday (excluding Sundays and public holidays).

Cancellation & Returns

I am not happy with my purchase. What do I do?
We want you to be absolutely satisfied with your purchase. If you are not, just email to talktous@homesmiths.ae or call on +971 52 752 8833 between 9 am and 6 pm, Monday to Saturday (excluding Sundays and public holidays) and the Customer Services representative will lead you through the cancelation or returns process in more detail. Online STORE CREDIT or VOUCHER will be issued to any prepaid order that is cancelled before dispatch/delivery. Please return the product to us in the original condition within 15 days of delivery.

What documents do I need for returns or refund?
You will need the original receipt (bill or invoice), gift receipt or delivery note.

What is your return and exchange period?
It is 15 days from the date of delivery or collection.

How does the return method work?

  • Your refund will be made in the same way as the original payment method.
  • If you have paid by Homesmiths gift vouchers, you will be given a gift voucher of equivalent value.

Please refer to our Return & Refunds Policy
Collection of your Products: To arrange a collection, contact our customer support team on +971 52 752 8833 between 9am and 6pm, Monday to Saturday (excluding Sundays and public holidays)

Your refund will be made in the same way as the original payment method. If you originally paid by cash, we will refund you via bank transfer and you will be required to provide us with your bank account details

Please refer to our Return & Refunds Policy
If the product is not in a fully resalable condition, we reserve the right to refuse a refund. Resalable means in pristine condition: Undamaged original packaging including all manuals, and accessories received in conjunction with your purchase and with all personal information removed.

How does the refund method work?
For both online and in store purchases, all refunds are made to the original method of payment used, similarly, any amount deducted from a gift card will be credited back.

Help!

I have a question or issue that is not answered here. Questions are always welcome! Just call our customer support team on +971 52 752 8833 between 9 am and 6 pm, Monday to Saturday (excluding Sundays and public holidays), or email us at talktous@homesmiths.ae.

How many days will it take to process my cancellation request?
We will do our best to handle your request as quickly as possible. If you have already paid for your order and cancelled or rejected it by delivery time, we will provide only VOUCHER to you within 5 business days.

What should I do if my order arrives damaged, defective or if the wrong product was shipped?
If you notice any visible damage to the product upon delivery, then refuse the delivery and email or call our Customer Support team on talktous@homesmiths.ae between 9 am and 6 pm, Monday to Saturday (excluding Sundays and public holidays). If any damage is identified post-delivery, we suggest that you immediately contact our customer support on +971 52 752 8833.

Account Information

I made a purchase. When can I see information online about the status of my order?
You should receive an order confirmation email immediately after placing the order, and an invoice copy within 24 hours after placing your order. If not, then check your spam filters, or contact our Customer Support team on +971 52 752 8833 between 9 am and 6 pm, Monday to Saturday (excluding Sundays and public holidays).

You can review the status of your orders and other related information in the 'My Account' section. We will contact you via email or phone if we need to make changes (e.g. availability dates, product upgrades) or if we encounter problems during delivery.

How will I know if my order has been accepted?
Once your order has reached Homesmiths, you will receive an email notification confirming your order details. However, final acceptance of your order is subject to dispatch / collection confirmation.

What can I do with my online Homesmiths account after I register?
You can:

  • Change your email address and other profile related information.
  • Maintain an address book of your delivery or billing addresses.
  • View the status of your order including estimated availability and delivery times.
  • Track your order.
  • View a history of your orders.
  • View a list of products you have previously ordered.
  • View descriptions of each product ordered.
  • Access a list of coupons used
  • Access your loyalty points and see a statement of how you have earned and redeemed points.
  • Get your questions answered quickly!

I have not received my order confirmation. What do I do now?
Just ensure that the email address on your order is correct or check your spam folder. Alternatively, you can contact our Customer Support team on +971 52 752 8833 between 9 am and 6 pm, Monday to Saturday (excluding Sundays and public holidays).

How much time does delivery take?
Delivery times vary based on product availability, customer location, public holidays and time of order. We will let you know the estimated delivery date at the time you place your order. You will see the delivery options available in each individual product page.

Does Homesmiths ship to other countries?
Homesmiths currently ships the UAE and GCC.

How does the delivery process work?
All deliveries are made by our trusted logistics partners. We may provide you with a tracking number once your order has been dispatched and is on its way.

Security & Privacy

What information do we collect?
Homesmiths understands that customers can have concerns about making online purchases, so we have strictly adhered to the highest international standards to ensure your experience with Homesmiths online is safe, simple and secure. Regardless of your bank, credit card or the device you use, security and privacy come as standard. Shop with confidence from the comfort of your home. When you shop on this website, we will ask you to input and will collect personal information from you such as your name, e-mail address, billing address, delivery address, telephone number, product selections, payment card (Homesmiths does not store your payment card details) or other payment information and a password.

How do we use your personal information?
You should be aware that this site is being monitored and may capture information about your visit that will help us improve the quality of our service, or be used to present you with products from Homesmiths which are relevant to your browsing history when you visit other websites. We confirm that any Personal information which you provide to us (or which is available on public registers) and any User Information from which we can identify you, is held in accordance with the registration we have with the Data Commissioner's Office.

We use your information only for the following purposes:

  • Processing your orders.
  • For statistical or survey purposes to improve this website and its services to you.
  • To serve website content and advertisements to you.
  • To administer this website.
  • To contact you about leaving a review on a product once your order has been completed.
  • If you consent, to notify you of products or special offers that may be of interest to you.

How secure is the website?

  • www.homesmiths.ae is secured by 256-bit SSL certificate, hosted in a highly secure data centre that can withstand natural calamities or technical failures.
  • Our payment gateway is supplied by Noon Payments owned by Noon AD Holdings One Person Company LLC
  • 3D Secure includes Verified by Visa, MasterCard Secure Code, American Express SafeKey, Apple Pay
  • Homesmiths website is monitored and audited to track any suspicious activity and flag potentially fraudulent transactions.
  • Homesmiths website does not store your payment card details or information.
  • No Homesmiths employee or any of our partners, suppliers, contractors, vendors or third parties has any access to your credit card information, passwords or PIN numbers.
  • IT infrastructure is powered by AWS and secured by firewalls at a hardware level. Homesmiths also has a fail safe database cluster in place
  • Daily backups are in place to preserve data about customer details and orders.

Order Status

I made a purchase online. How do I check my order status?
You can refer to your order email and click on the Track Your Order button and you will be able to know the status of your order. If you are a registered customer just log in to your Homesmiths account to review the status of your orders and other related information in the 'My Account' section. We will also notify you by mail once your order is shipped from our end.

What do these different ‘order status’ terms mean?

  • Accepted: Great! We have received your order. It will now be picked, packed and dispatched.
  • Processing: We have received your order and your order is being processed.
  • In Progress: We are currently preparing your order for dispatch.
  • Completed: You have either received or collected your order. Thank you for shopping with us.
  • Declined: Unfortunately, we were unable to process your order and your order has been cancelled Please place your order using an alternative payment method or take advantage of our Click and Collect service.
  • Cancelled: Your order has been cancelled for one of the following reasons:

  • You have requested an order cancellation.
  • One or more of the products in your order are unavailable.
  • Your Click and Collect order was not picked up within the allocated collection time frame.
  • Only part of your Click and Collect order was collected in store.

If you have already paid for your order, we will refund you on the original payment method used.

Returned: One or more of your products have been successfully returned. We will refund you through the payment method originally used to place your order.