FAQ

My Account & Customer Care

Simply visit your House of Trend Accound and click on "Account Details" to change your phone number in the address section.

Simply visit your House of Trend Accound and click on "Account Details" to change your address in the address section.

Simply go to your House of Trend account to check all your orders.

You can contact the customer service team via customerservice@houseoftrend.me

We take data protection very seriously here. Information you provide to us via our Website is stored on secure servers. Any payment transactions carried out through our Website will be encrypted using Secure Socket Layer technology. Your card details and passwords are not available to any of our employees. However, please note that it is your responsibility to keep any Website passwords or log-in codes issued to or chosen by you confidential. We do share general, non-private information with carefully selected third parties, but we take care in doing so. For full details on how we handle data, please read our Privacy Policy.

If you are a registered user and forget your password, click on Forgot Password at log-in and you will receive an e-mail with instructions on how to reset it. For any other technical difficulties, please contact our Customer Care team.

Orders

If you receive the wrong item, please arrange for the return of the item through the Order Details page, selecting "incorrect items received" as the return reason. Please note, the item must be returned in the same condition it was received in within 14 days of receipt for a full refund including, where applicable, original Order delivery charges, cash handling fees, taxes and any duties.

For any missing items in your order, please visit the Contact Us section and send us an e-mail with your order number and the missing item's name and number. Our team will look into your request and back to you in 2-3 business days.

If you receive a damaged item, please arrange for the return of the item through the Order Details page, selecting "Parcel damaged on arrival" as the return reason. Please note that depending on stock, a replacement may not be available, and that defective items may also benefit from a manufacturer's defects warranty.

Cancellation requests are final. To receive the items, simply make a new order.

Any item that is sold out will mention Out of Stock on the product page. In rare cases, a product in your cart may become out of stock as you're in the check-out process and a notification will pop-up during the process. For out-of-stock items, keep them saved in your wishlist in case they come back in stock.

We ship exclusively within the UAE. We currently do not ship to anywhere else in the world.

After placing your order, you will receive an e-mail to inform you that your order has been received. However, this does not mean that your order has been confirmed. If paying by payment card or PayPal, your order will only be accepted once your card details or PayPal payment have been approved, the delivery address has been verified and the items are located and shipped. From here, you will then receive a second e-mail from us confirming your order. In the event of a problem, however, you will quickly be informed and your payment will not be processed. Your items will then be dispatched.

Currently, this service is not available. To change or add an item, the order has to be cancelled or another order has to be made. However, we're working on developing this option, so stay tuned.

No, we do not charge any duties or customs tax.

We are sorry to hear that, please wait 10 minutes as it may be a delay from our system. If you still haven't received your confirmation with your invoice, please contact our Customer Care team through the Contact Us page.

Get early access to coveted collections ahead of the official launch. Pre-ordering ensures that you will secure the item before it sells out. Once your order is placed, we will deliver it to you as soon as it’s available.

All Pre-Order items must be paid for in full at the time of placing the order.

You can pay for your Pre-Order item by debit card, credit card, Apple Pay or opt to pay in monthly installments with Payfort. Unfortunately no other payment methods will be accepted at this time.

You can check the status of your Pre-Order item and track it's shipment on the My Orders page.

You will be sent an email, Push Notification and SMS informing you once the item has been dispatched from our warehouse.

You can cancel your Pre-Order item at any time. Simply visit the My Orders section on the app. Please note that in the case of Pre-Order items the only mode of refund is store credit, the refund order value will be credited to your H.O.T. store credit account and will not be transferred to your issuing bank for Debit/Credit card/Apple Pay accounts.

You will not see a refund on your bank statement as we will be crediting the money on your H.O.T. store credit account, and you can use this money for your future purchases on H.O.T..

You can cancel your Pre-Order item within 14 days of receiving it. Simply visit the My Orders section on the app. Please note that in the case of Pre-Order items the only mode of refund is store credit, the refund order value will be credited to your H.O.T. store credit account and will not be transferred to your issuing bank for Debit/Credit card/Apple Pay accounts.

You will not see a refund on your bank statement as we will be crediting the money on your H.O.T. store credit account, and you can use this money for your future purchases on House of Trend (H.O.T.).

Payments

We currently accept payments through Visa, Mastercard, American Express, PayPal, mada, KNET, Apple Pay and Store Credit.

This may happen for a few reasons, like the CVV number not matching your card, the card number is wrong, or that your card has insufficient funds. In these cases, you will see an instant message on your order review screen. If the error presists, please contact your bank to see if there's an issue with your card.

Promotional codes are valid only in accordance with their terms, until the date stated, are not redeemable for cash and cannot be used in conjunction with any other offer, sale or promotion. Some codes are also only available for a single use.

Unfortunately, you can only use one code at a time.

Delivery

For the UAE, if you have missed all 3 delivery attempts, please get in contact with us to rearrange your delivery.

Please get in touch with our Customer Care team and have your Order ID and the correct address ready. We will look into your request and get back to you within 4 working days.

Tracking your order is very easy, simply visit My Orders under More on the app or My Account on desktop. You will see the status of your order as Ordered, Shipped or Delivered.

  • Dubai: 2 hours, same day and next day
  • Abu Dhabi & Sharjah: same day & next day
  • All other Emirates: 2-3 business days

Return, Refunds & Exchanges

Simply go to your account and then click on your specific order and press on the Return button then add the return reason.

To check the refunded amount, please check your return request confirmation e-mail which will include the breakdown of your refund and the credit memo.

Editing a return request is not possible. However, you may simply do so at pick-up, by adding in all the items that you would like to return even if they have not been requested in your official return request. We will then process the refund once they have reached our warehouse and the quality check is performed.

As per our policy, the eligible items can be returned up to 14 days only.

Before creating a return request, please make sure that your order status is marked as Complete. If the status has not been updated yet, please send us an inquiry with your order number and we will get back to you confirming that you can proceed with your return. If you have already placed a Return Request for an order, you will not be able to place a second one for the same order before the process is complete.

Kindly contact our Customer Care team and they will cancel your request.

Once your Return Request is submitted and the order has been collected, the items return go through a quality check where our specialists evaluate the item within 2-3 days. You will then receive an e-mail confirming the approval or rejection of your request. If approved, you will receive your refund within 7-10 days. If rejected, the item will be sent back and you will not receive a refund. Please see below for the refund methods for each type of payment:

  • Credit cards: refund will be credited by your bank within 10 working days.
  • Store Credit: credit will be refunded within 24 hours.
  • PayPal: refund will be received as soon as it is processed by PayPal.

We offer a 14-day returns policy. For details please see the policy. Items must be unworn, unused, in the original packaging with the tags still attached and in a re-sellable condition. We do not currently offer exchanges however, we do offer full refunds on eligible returns. Please note that the following items cannot be returned: beauty, grooming, underwear, earrings, candles and face masks.

Returns are cost-free.