العربية | English
We want every White & Velvet purchase to be considered with confidence. If you need to exchange an eligible item or make a change to an order, the information below explains the available options, applicable timeframes and how our team can assist.
Our team is available to answer any questions before or after your purchase and help you understand the exchange process where applicable.
Where an eligible order cancellation is approved after payment, the value will be issued as a White & Velvet Credit Note rather than a cash refund.
Credit Notes can be used toward a future purchase at any White & Velvet showroom. Full Credit Note conditions are outlined below.
Eligible items purchased in-store can be exchanged within 3 days of purchase, provided they are unused, in their original packaging and in perfect, resalable condition.
Items Not Eligible for ExchangeSale or discounted items, display units, opened packages and services such as delivery, installation and dismantling are not eligible for exchange.
If an eligible item has already been delivered, our team can help arrange collection for the exchange. Collection charges apply according to the original delivery location, and any applicable dismantling charge will be confirmed separately.
Pick-Up Fees — Dubai Delivery AddressCollection can also be arranged for eligible exchanges from locations outside our standard city service areas. Remote locations and areas outside standard city limits may require an additional charge based on distance, road accessibility and the service required. Our team will confirm any additional charge before collection is scheduled.
White & Velvet Credit Notes are issued for approved cancellations after payment and can be used toward a future purchase at any of our showrooms.
Credit Notes are valid for one year from the date of issue and are issued to the original customer. They are non-transferable, and identification may be requested when redeeming them.
Please keep your Credit Note safely, as lost Credit Notes cannot be replaced.
To complete an exchange, eligible items will be inspected to confirm that they remain unused, undamaged, in their original packaging and in suitable condition for resale.
Items showing signs of use or damage after delivery, items without their original packaging, or items that do not meet the required inspection conditions cannot be accepted for exchange.
If you have a question about an exchange, cancellation or Credit Note, our team is available to help you understand the applicable options and next steps.
Email: info@whiteandvelvet.com
Telephone: +971 4 222 2193
For delivery, collection and installation information, please refer to our Delivery & Installation Policy. For answers to other common questions about purchasing and our services, visit our Frequently Asked Questions page.