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CUSTOMER CARE

DELIVERY & ASSEMBLY

We offer a free delivery and assembly service for purchases exceeding AED2,000 while purchases below this amount will incur a delivery charge of AED200 which includes free assembly, if required. At this stage we only offer delivery within the UAE. Our After Sales Service department will call you within 24 hours of payment being received to book a delivery slot. Upon booking the delivery, you must inform us of any restrictions at the delivery address. Should we be unable to deliver due to any restrictions or for any other reason through no fault of our own, or should you cancel your delivery less than 24 hours before the scheduled time or no one’s home when our team arrives, a redelivery charge of AED200 will apply. We do not collect or dispose of unwanted furniture. Due to building regulations we are unable to hang any lighting or wall-mount any product.

 

RETURN & EXCHANGE

At THE One, we try to be as flexible as possible should you discover that you're not 100% satisfied with your purchase. That's why we give you 14 days from the delivery date to return it to us (in its original packaging – not applicable to furniture – and with your original receipt) and we'll happily exchange it or give you a refund.

To be eligible for a return, your item must be unused and in the same condition that you received it. Any item that is returned more than 14 days after delivery or returned not in its original condition, is damaged or missing parts for reasons not due to our error, will not be eligible for exchange or refund.

Delivery and assembly charges are unfortunately non-refundable and some products may not be returned, such as opened CDs, vinyl records, bed linen and curtains as well as unwrapped mattresses, duvets and pillows. Of course, if any product has a manufacturing defect, we will immediately fix or exchange it or give you a refund.

 

REFUNDS (if applicable)

Only regular priced items may be refunded. Unfortunately sale items cannot be refunded. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.