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White & Velvet is a UAE-based lighting-focused brand with Dubai and Abu Dhabi showrooms. These Terms & Conditions provide clear information about purchasing from White & Velvet, including orders, payments, delivery, installation, exchanges and credit notes.
Purchases can be made through our Dubai and Abu Dhabi showrooms or directly with our sales team via WhatsApp or phone, allowing our team to provide product information and guidance throughout the purchasing process.
By confirming an order with White & Velvet, customers agree to the terms and policies outlined below.
Our team can provide available product specifications and guidance to help customers select lighting suited to their space. For chandeliers and ceiling lights, product weight is displayed on the packaging to support appropriate installation planning.
Before installation, the ceiling or mounting surface should be suitable for the selected fixture and an appropriate electrical point should be available.
White & Velvet’s standard installation service is carried out on concrete ceilings unless another arrangement has been approved in advance. The standard maximum installation height is 4 metres from floor level to the concrete ceiling.
Where gypsum needs to be opened to access the concrete ceiling, this will only be carried out with the customer’s approval. Gypsum repair and finishing are not included in the installation service.
Existing structural or electrical issues and unsuitable mounting points may need to be addressed before installation can proceed. Work carried out by third-party installers or contractors falls outside White & Velvet’s installation service, and White & Velvet cannot accept responsibility for damage resulting from third-party work.
For complete installation requirements and service information, please refer to our Delivery & Installation Policy.
To confirm an order, full payment is required. Quotation prices remain valid for 30 days, while product availability remains subject to stock at the time payment is completed.
All applicable payment details are provided on official White & Velvet quotations and invoices. Our sales team is available to assist with product information, order confirmation and the purchasing process.
Where an eligible order is cancelled after payment, the value will be issued as a White & Velvet Credit Note rather than a cash refund.
Credit Notes are valid for one year and can be redeemed at any White & Velvet showroom. They are issued to the original customer and are non-transferable; identification may be requested when redeeming a Credit Note.
As Credit Notes are treated as a form of payment, please keep them safely, as lost Credit Notes cannot be replaced.
For complete information about cancellations, exchanges and Credit Notes, please refer to our Returns & Exchange Policy.
White & Velvet provides delivery and professional installation services across the UAE, subject to location, product and site requirements. Warehouse collection is also available for customers who prefer to collect their order.
For service areas, scheduling, installation requirements, collection information and applicable charges, please refer to our Delivery & Installation Policy.
We understand that there may be occasions when a customer needs to exchange an eligible purchase. Exchange conditions, eligible items, applicable collection charges and Credit Note information are explained in our Returns & Exchange Policy.
White & Velvet respects the privacy of our customers and handles personal information in accordance with applicable UAE data protection requirements.
For information about how personal data is collected, used and protected, please review our Privacy Policy.
Our team is available to assist with product enquiries, quotations, orders, delivery, installation and exchanges.
Visit one of our Dubai or Abu Dhabi showrooms, contact us by phone at +971 4 222 2193 or WhatsApp at +971 50 475 2322, or email info@whiteandvelvet.com.
For quick answers about purchasing, products and our services, visit our Frequently Asked Questions page.