SAFE SHOPPING
Secure Shopping:
Shopping at Home Matters is Safe&Secure.
Payments are processed via a PCI compliant gateway using Secure Socket Layer (SSL) encrypting technology, with no sensitive credit card data ever stored on our end.
Customer Support
We are here to assist:
Support Line:
+971 4 3285885
Email Enquiries:
support@shophm.ae
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Sunday - Thursday
9AM - 7PM
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FAQ`S

How to place an order with Home Matters?

Home Matters is an online boutique and you can make a purchase online through the website only. 
Convenient and very easy! Here's what you need to do: 
Browse through the products listed on our website and once you find something you like, select the desired quantity and click on the “Add to Cart” button on the Product Page. The item is added to your “Cart” and you can continue browsing the store. Once ready to complete the purchase, click on the “Cart” icon in the top right corner of the website, review the items in your cart and click on “Proceed to Checkout” button. Follow the process by adding your delivery and billing addresse and payment information. Once the order is placed successfully you will receive an email notification from our end and we may also follow up with a phone call to confirm any necessary details.


What Currencies do you charge in?

We display prices in various currencies for your convenience and the actual charge is in United Arab Emirates Dirham [AED], as per the current international exchange rate.

Do I need to register for an Account in order to make a purchase?

You do not require an account to make a purchase at Home Matters webstore, when checking out simply select the Guest Checkout option and proceed with your order.

However Registering an Account allows you to access your order status and history online through our website, save shipping and billing information for faster checkout, add items to your “wishlist” and manage subscriptions.


How do I create Home Matters Account?

It will only take few minutes.

Click on the “Register” sign  placed at the right top corner of the website.
Enter your full name
Enter the email address that will be your future login name and where you want to receive your future correspondence from Home Matters
including order confirmations and delivery details .
Enter your preffered Password (pick something memorable but not too simple)
Click  the “Submit Button”

You should now receive an email with a link to confirm your registration, please click on the link to confirm your account registration and once that’s done,
your account should be ready and accessible through the Home Matters website.


Is my personal information kept safe?

At Home Matters we take Privacy & Security serious! It is our priority to protect and safeguard any sensitive information that is passed to us by our customers. We do not share your personal information with any third parties unless so shall be required  to provide our services to you and deliver your orders, by law, in fraud preventive measures and to protect our rights. Please review our Privacy Policy for more details. 

How do I change my account details?

To change or update information of your Home Matters account you will need to log in to your account and through the account dashboard page look for the “Edit” and “Change” links provided for each part. Press those and edit the required information, press “Save” for the changes to take place.  

 

What if I forgot my password?

Not to worry, go to the Login page by clicking the “Sign In” button then click on “Forgot Your password?” link.
When prompted, enter the Email Address that is associated with your account, and click the “Submit” button.
If the email address you entered matches the one that is associated with the account, you will receive a “Password Reset Confirmation”
email with a link to reset your password.

 

How long will it take for my order to get delivered?

An Estimated Delivery time of each item is stated on its product page.
An average delivery time for most of our products is 3-4 weeks. Some items are delivered within just 5 working days and some may take up to 45 days to reach you.
Please see our Delivery Terms
 
for more details.  

 

 

Do I need to pay for delivery?

Delivery within the UAE is Free of charge on orders above AED 250, and a flat rate of AED 25 applies to orders below the above stated amount.

Can I have my order delivered outside the UAE?

We always like to keep the options open for our customers and although Home Matters does not currently deliver outside of the UAE, we will gladly discuss a possibility of delivering an order to the GCC & Worldwide.

Please contact us on the provided customer care number or on info@shophm.ae to get more information on International Delivery.

How can I track the delivery status of my product?

Information on the shipping progress of the order is available through your store account dashboard. A tracking number will be provided via separate email once your order is dispatched from our Dubai warehouse. Delivery status can be than tracked  through the carrier dedicated website.

Is my order insured in transit?

We take extra care in delivery and insure all Home Matters packages in transit. The package is covered up to the point of handover to the customer and thereafter is in sole custody of the receiver.

Do I need to pay any duties or taxes on my order?

No duties or taxes apply to orders delivered within the UAE!
Orders delivered outside of the UAE may be subject to local custom duties, surcharges and taxes.
Please check your local custom legislation  for accurate information on what applies in your country.

 

Do I need to receive the order in person?

We strongly recommend that the person that places the order in our webstore receives the package in hand or nominates a trusted party to receive it on their behalf.

Can I cancel or amend my order once it’s been placed?

We regret that in most cases cancelation and amendments are not possible once the order is placed in the system. If you forgot to add something to your cart, we suggest to place a new order for those items.  

Can I return all or part of my order?

We accept unwanted items for an instore credit within 7 days of their receipt by the customer and always apply free return policy for faulty orders, where an exchange and/or refund is possible. Please read our Return Policy for more information on how to return your order. 

 

 

 

I received a damaged item, what should I do?

If you discovered faults or damages on your item(s), please contact us immediately to submit the matter. Reports on damaged products must be submitted within 48 hours from the receipt of the order. Please read the “IF YOU RECEIVED FAULTY/DAMAGED OR INCOMPLETE ORDER” part of our Return Policy  for further information on the return of faulty items.  

How can I pay for my order?

*Home Matters Temporarily accept orders on Cash On Delivery Terms Only. 


You can pay for your order with a credit card using our Secure checkout.

We currently accept three major credit card providers Visa, MasterCard and JCB and are looking to introduce other modes of payments in the near future for your convenience.

Is the online payment process secured?

To ensure the security of online transaction through our site an industry standard Secure Socket Layer (SSL) protocol encryption technology is applied to the checkout process that uses cryptographic keys to transmit confidential data. The Checkout is handled by one of the best in the industry, PCI Compliant payment gateway partner.
You will notice a change in the URL of the checkout page from “http” to “https” meaning that the page is now in a secure mode.

Additionally, we do not store or save any sensitive credit card data on our servers. 

 

What is a Store Credit?

Your HomeMatters Store Credit is equivalent to the stated amount in AED and can be used to purchase items from the store within one year from the receipt of such credit. Store Credit cannot be refunded for cash or transferred to another member.

How do refunds take place?

If your return qualifies for a refund we will return the amount to an original mode of payment used for purchase (i.e. a credit card that you used to pay for that particular order). Depending on the bank processing times, your refund should appear on the statement within 30 calendar days after the refund is processed.