Click & Collect
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Do I get any additional benefit by placing a Click & Collect order?
Yes, you'll enjoy an get additional discount on any in-store purchase on the day of pickup. All you need to do is show your Click & Collect order number to claim it.
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How does Click & Collect work?
Click & Collect is a convenient and complimentary service which allows you to shop and pay for your order on one of our sites, select your pick-up point as one of our participating stores in the UAE and collect it at your convenience.
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How do I place an order for Click & Collect?
Here’s what you need to do to place a Click & Collect order:
- Find the products you want to buy by searching for them or by browsing our departments.
- Add these products to your basket with the 'Add to Basket' button.
- Click your mini-basket from the top right of the screen and hit the 'Checkout Now' button.
- Choose the store you would like to collect from using the drop down list or select it on the map.
- Enter your payment information and click the 'Continue' button.
- Review and pay for your order using the 'Place Your Order' button.
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How much does it cost and when will I be able to collect?
Click & Collect is free from your chosen store.
You’ll receive an SMS and an email when your order is ready for collection.
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Which store will my order go to?
When you place your order, you’ll be able to select a store that’s convenient for you from a list of stores available for your order.
The name of your chosen store will appear in your email confirmation.
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Can I choose any store?
You can collect your Home Box order only from a Home Box store. During checkout, you will be able to select stores that offer Click & Collect.
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Can I change my chosen store after I placed an order using Click & Collect?
Sorry, but you can't change your pick-up store. You must pick up your order at the store you originally selected. If you’re unable to pick up your order at the store you selected, you can cancel your order.
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How can I pay for my Click & Collect order?
Click & Collect is a pre-paid service meaning we only offer collection for orders placed using a Credit or Debit card, PayPal, Tabby, vouchers or Shukrans.
Cash on Delivery orders are excluded from Click & Collect.
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Can I cancel my order?
You can cancel your order in the following ways:
- Go to ‘My Account’ on our website to initiate cancellation yourself.
- Call us on 800-HOMEBOX (800-4663269) and we'll help you cancel your order.
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How will I know when my Click & Collect order is ready?
We'll send you an email when your order is ready, confirming your chosen store and all of the details needed to make your collection a smooth process.
We will also send you an SMS when your order is ready for collection.
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What do I need to bring to collect my order?
You need to bring the following with you to collect your order:
- Your confirmation email, the text message you receive or the order confirmation in your Apple Wallet.
- Your Emirates ID or passport.
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Can someone else collect on my behalf?
Yes, that’s not a problem. However, they will need to bring:
- The confirmation email, the text message or the order confirmation in their Apple Wallet.
- Emirates ID or passport.
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How long will you hold my order?
We’ll hold your order in store for 14 days, after which we’ll return the order to the warehouse and process a refund.
Please note, it may take up to 20 days for you to receive your refund:
- 2-3 business days to ship your product back to our warehouse.
- 2 business days to perform the quality check and issue the refund.
- Your bank or card issuer may take an additional 2-15 days to process the transaction.
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What time shall I pick up my order?
You can pick up your order any time after 3:00 PM, but it’s best to wait for our email or SMS confirmation before you set off. Please check the opening times of your chosen store as they may vary. Find your nearest store here.
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Where do I pick-up my order in store?
Each store has a dedicated area for collections and has signs which direct you to the collection point.
Alternatively, any of our staff will be happy to point you in the right direction.
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I haven’t received an email or SMS to confirm my order has arrived, what do I do?
If you haven’t received a confirmation message by 3:00 PM on the day of collection, please call us on 800-HOMEBOX (800-4663269) between 9:00 AM and 9:00 PM, 7 days a week.
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How can I return my Click & Collect order?
You can return your products in three easy ways.
I. Return to Store
1. Wrap your products (except anything you've ordered with Scheduled delivery) in their original shipping packaging and bring them along with your invoice to any Home Box store in the UAE.
2. Hand over your return - an authorised staff member will take your package.
3. After we check your returns, we'll process your refund. You can opt to receive a refund to your card, PayPal or Tabby account depending on your payment method, or a Credit Note that you can spend instantly in-store or online.II. Request a return online
1. Go to Order History in My Account, select the products you want to return and place a return request. Please fill the return slip included in your delivery or order confirmation email.
2. Wrap and seal your products in their original packaging or call us at 800-HOMEBOX (800-4663269) if you no longer have it or need any kind of help.
3. Our courier partner will get in touch with you to schedule a pick-up. Hand over your returns and they’ll give you an acknowledgement receipt.
4. We’ll check your returns and credit your refund to your card, bank account, PayPal or Tabby account within 4-15 days.You will not be able to return furniture and mattresses by making an online request.
III. Call for a pick-up
1. Wrap and seal your products in their original packaging or call us at 800-HOMEBOX (800-4663269) if you no longer have it or need any kind of help.
2. Call us on 800-HOMEBOX (800-4663269) to schedule a pick-up time and location.
3. Our courier partner will get in touch with you to schedule a pick-up. Hand over your returns and they’ll give you an acknowledgement receipt.
4. We’ll check your returns and credit your refund to your card, bank account, PayPal and Tabby account within 4-15 days.
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I am unable to select my preferred store for click & collect
From time to time we need to temporarily deactivate click and collect for certain stores. We will endeavour to reactivate these stores as soon as possible. In the meantime please select an alternative store or home delivery.
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Is furniture available on Click & Collect?
Yes, you can choose Click & Collect for select furniture. You can pick it up in unassembled form from a store after placing your order.
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Will my Click & Collect furniture be already assembled when I pick it up?
No, furniture you receive through Click & Collect will not be assembled at the time of pick-up.
If you want it to be assembled by our team, simply pay an additional assembly charge to have it assembled in-store. This amount will depend on store assembly prices.
Once assembled at the store, you will have to transport the furniture to your destination. We will not be able to assist with dispatch or delivery of Click & Collect furniture.
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Will you deliver my Click & Collect furniture to my location?
No, you will have to pick up your Click & Collect orders from our store yourself. Even if you arrange store assembly, you will still have to transport it to your destination.
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Can I switch my delivery method from Click & Collect to Home Delivery after placing an order?
No, you will not be able to switch to Home Delivery. You will have to cancel the order, and place a new order selecting Home Delivery as your delivery method.
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What if my furniture gets damaged while I assemble it?
We’re sorry, if you damage your furniture while assembling, we will not be able to replace it.
Once assembled, your furniture will not be eligible for returns, exchange or refunds. Before taking the item home, please verify that there are no missing parts or damage. We will not be able to assist you with any such requests once you have taken it home.
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What if the store team damage the furniture while assembling it in-store?
If the furniture is damaged by the store team while it is being assembled in-store, the Home Box team will take responsibility and arrange to replace your furniture with a new piece.
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What happens if I don’t collect my furniture from the store?
If you do not pick up your Click & Collect furniture, your order will automatically be cancelled in 7 days. The items will be returned to our warehouse.
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