FAQs

1. ORDERING

1.1 Do I need to open an account in order to shop with you?

No, you don’t need to. You can make purchases and check out as a guest every time.

However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

1.2 How do I /create an account?

Please click on “My Account” from the Quick links in our footer, enter your username and preferred password followed by ‘Create An Account’. That’s it. You now have an account with us which will help you check out a lot faster for samples or order purchases.

1.3 How do I order?

Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.

1.4 I have problems adding items to my shopping cart

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.

1.5 How do I pay for my orders?

We accept payments via cheques, cash, PayPal and all major credit and debit cards such as MasterCard & VISA.

1.6 Can I amend and cancel my order?

Unfortunately we are unable to cancel an order once it has been placed. This will allow us to pack your orders efficiently and to minimize errors. It is advisable to check your order before placing it.

1.7 I have a discount code, how can I use it?

Key in the voucher code at the top of your checkout page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.

1.8 How will I know if my order is confirmed?

After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you can track your order from our Orders Tracking page, by using your order number and registered email address.

2. SHIPPING & DELIVERY

2.1 When will my order be processed?

All orders will be processed within 2 working days, excluding weekends and public holidays. Time stated is based on UAE local time (GMT +4 hours).

2.2 How long will it take for me to receive my order?

The Standard courier delivery time frame is approximately 5 working days. This is applicable only to all UAE deliveries. For all international deliveries, the time taken is dependent on our logistics partners and their affiliates.

2.3 How can I track my delivery?

Once the order has been dispatched, an email confirmation will be sent to you with the tracking number. You may check and track the delivery status of your orders with our local logistics partner, with your AWB Number for all UAE deliveries.

For International deliveries, we will track the order for you. Please send your queries to [email protected]

2.4 What are the shipping charges like?

Shipping is FREE for all UAE deliveries via Standard courier. For international deliveries, you may please send your inquires to [email protected]. We will review the inquiry and then proceed to procure and furnish you with the best delivery rates available with all the necessary requirements for you to get your delivery on time.

2.5 Can I change my shipping address after my order has been confirmed?

Unfortunately, we are unable to redirect orders once your order is confirmed. Therefore, please ensure you provide the correct shipping address.

2.6 There is a missing item in my order, what should I do?

We apologize for sending you an incomplete order. Please contact our Customer Care Team at [email protected] and we will get back to you as soon as we can.

2.7 I’ve received a defective item, what should I do?

We apologize if you had received a defective item from us. Please contact our Customer Care Team at [email protected] with a snapshot of the product and we will get back to you as soon as we can.

2.8 I’ve received an incorrect item, what should I do?

We apologize for sending you the wrong item. Please contact our Customer Care Team at [email protected] and we will get back to you as soon as we can.

2.9 I’ve purchased the wrong size or color

We do not provide exchanges for size or color. We do however, accept returns for products purchased from us. You can refer to our Returns & Exchanges policy here and its procedures.

2.10 I have not received my parcel, what should I do?

Kindly drop an email to our Customer Care Team at [email protected] if you have not received your parcel after 10 working days and we will assist you accordingly

2.11 Will there be an additional charge for re-delivery?

There are no additional charges for re-delivery up to two times. It is chargeable on the third attempt onward.

2.12 I have yet to receive my ORDER within the stipulated time frame. Whom can I contact?

You may check the status of your parcel via “Orders Tracking” to find out why it might have been delayed. Alternatively, you may drop us an email at [email protected] and we will assist you further.

3. What about my furniture and existing flooring?

We will arrange to move my furniture and remove existing floor coverings. This can be done at a minimal cost. Let your FloorsDubai consultant know the details and they can provide you with a quote.

3.1 What is the best flooring in a bathroom?

A slip-resistant floor vinyl or tiles.

3.2 How is Vinyl laid?

Cushion vinyl can be loose laid or glued depending on the quality of the existing sub floor. Vinyl tiles and Vinyl planks are more commonly glued down so the surface needs to be completely level. However new and innovative products in this category are now available in Click and loose lay specifications. Your FloorsDubai specialists can advise on the best way to lay your vinyl flooring.

3.3 What is a floating floor?

A floating floor is not directly stuck to the subfloor. It simply sits on top of your floor – usually on an underlay. When joined together at the edges, they float as interlocked planks across the floor.

3.4 Can a Timber floor be installed on concrete?

Yes, you can lay timber over concrete. Your FloorsDubai timber specialist can recommended the best practices for laying timber strip floors over concrete.

3.5 Are some Timber floors harder than others?

Yes, different species have different molecular structure and different hardness. All species are subjected to a Janka test. The Janka hardness test measures the resistance of a sample of wood to denting and wear. The harder the timber and the higher the Janka rating. Just like real timber floors, we recommend you protect your timber floor from furniture with felt tips.

3.6 What is the benefit of a Laminate floor?

Laminate floors closely resemble natural timbers or even stone and they cost a fraction of the price. They often contain an integral foam underlay adding insulation to the floor and makes your floor more comfortable underfoot. Laminate floors are easy to maintain, hard wearing, hygienic and environmentally friendly. It is much sturdier than timber and while it does not age, we recommend you attach felt tips to your furniture. Your FloorsDubai specialist can advise on the best way to protect and maintain your laminate floor.

3.7 Is Underlay important?

Underlays are available in a range of qualities. Each offering a different level of comfort and support to suit your budget and lifestyle to deliver maximum life out of your new carpet, laminate, wood or LVT floor. At FloorsDubai, we sell Timbermate and Duralay. Both respected market leaders in underlay. High quality underlays will feel more luxurious, give more support to your new floor and will be more quiet – an important consideration in second floor installations and stairs. Underlay wears just as carpet does and it is recommended you change your underlay when installing a new floor in your home or office.