Delivery & Returns

Delivery/Shipment Policy

We deliver across the UAE. From time to time we may use a third party delivery provider depending on the item you have ordered. 

Delivery rates are mentioned at checkout and vary depending on the category of product you are selecting. Pricing ranges from AED 15 to AED 300. 

Delivery timeframes will vary depending on whether you’re purchasing our made to order furniture pieces or home decor. Delivery timeframes are mentioned within each of these sections.  

Our made to order furniture pieces take up to 3 weeks, and our ready-made home decor pieces take 5-7 days. 

Unfortunately, we cannot be held responsible for any late deliveries due to unforeseen circumstances such as natural disasters or government regulations such as enforced mourning periods (?).

We will contact you at least two days in advance to schedule your delivery and agree on a 3-hour window of time in which to deliver and install your items.

It is your responsibility to make sure that you have adequate approvals or permits for the delivery of your pieces, along with the correct space for the delivery of your items, inclusive of ensuring the product will fit through all necessary doors and lifts.

Custom No.9 will NOT deal or provide any services or products to any of OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of UAE.

Upon order, payment confirmation will be sent via email to your registered email address. 

Multiple transactions may result in multiple postings to the cardholder’s monthly statement.

 

Refund & Cancellation Policy

Once an order has been confirmed and the transaction has been processed, we cannot accept any cancellations of the order.

 Unfortunately, we do not offer returns on any products across our site. Each piece is bespoke, and made to order, meaning we have purchased the materials and our craftsmen have already been hard at work making your piece.

Therefore, please make sure you have checked all sizes and materials where needed, to ensure you are going to be 100% happy with your piece.

If a product or piece has one of more of the following issues, we will offer immediate resolutions on a case by case basis, and in a timely manner. We know what it’s like not to be satisfied.

• The wrong product was sent to you.
• The product is defective.
• The product has arrived to you damaged.

 Each order that leaves our warehouse undergoes a complete inspection so that it arrives to you safely and happy. If you believe the product is defective or was damaged in shipping, photographs must be taken and shared with us immediately. If this is the case, you are within your rights to refuse the product.

Any agreed refunds will be done only through the Original Mode of Payment, Refunds will be made back to the payment solution used initially by the customer. Please allow for up to 45days for the refund transfer to be completed in case of damaged product.