Frequently Asked Questions (FAQs)

I made my first purchase and received a confirmation Email. What should I do?

Congratulations on your purchase with! Unless prompted, you do not need to respond unless called by our Customer Service team or asked to specifically. This email is to confirm your order and ensure you are able to track your order status with the order ID.

It’s been 7 days and I haven’t received my Order yet! where is my order?

3 to 7 business days is the usual timeframe for receiving an item bought on unfortunately however, delays might occur for a variety of reasons, and for that we apologize. Reasons for this could include, but are not limited to; unprecedented volumes of orders on our production schedule, or in delivery from the courier company or other unforeseen delivery schedule issues, and even at times delays from the customer side such as missed communication to confirm purchase or to schedule a delivery time among other things.

However, as a first step don’t worry your purchase on is secure, as it’s our aim to provide you with the best shopping experience, and we take your receipt of an item within acceptable timeframes very seriously. Should you have any concerns you can reach our Customer Service Team through or through our Head Office number available at Contact Us page. We’re always here to help you.

I am still worried! What if my item gets lost?

There’s no need to worry. An item is only considered delivered when we have your signature on the delivery note and the item/items in your hands. If an item does get lost, you will receive a replacement at no extra cost to you, and in some cases a full refund of your purchase, and you are not liable to make a payment or penalized for a non-delivered item.

Come on now, it been over 10 business days now, what’s going on?

Again, while we’re sorry you’ve been left waiting for so long, there could be any number of reasons, some of which were listed above – and we apologize for this lengthy delay in receiving your order. However, we will trace your order and take effective action to ensure that it is delivered promptly or in the event the item is neither available nor ready to be shipped out we will discuss with you a host of alternative solutions to resolve the issue. You can contact our Customer Service Team through or through our Head Office number available at Contact Us page. The Team is at your service.

One thing is certain, you will never lose out on a shipment or payment made, and your consumer rights are fully protected by the consumer right laws of the UAE.

Oops, this isn’t what I bought?

Never fear, we will help you in correcting that should this be the case. Also as a customer you have the right to return an item within three (3) days even if it is the exact same item you have ordered so long as it meets our return policies namely being in the same condition received and with the original packaging intact.

Okay, but what if I decide after three (3) days I don’t want the item, if it was a store, I have up to 30 days, what happens then?

Yes, you can – if your item is faulty or not in working condition due to a product defect or not functioning as it is supposed to – then you can still return it and we will arrange a pickup of the item to be returned to us and your money refunded. To do so please contact our Customer Service Team through or through our Head Office number available at Contact Us page. However, if there is nothing wrong with the item and you just want to return it, please note we do not accept a product back after the three (3) days have passed.

I still want the item despite the fault, what happens then?

We can arrange a replacement or even at times an item might be repaired or fixed. To do so please contact our Customer Service Team through or through our Head Office number available at Contact Us page.

Do I get the full amount returned/refunded to me for a Returned item?

Shipping fees will be deducted from the amount, but you will receive a refund for the balance. This fee will be waived if the item was not as advertised, defective or not functioning as advertised. So basically if it is a return because you have simply changed your mind then the shipping fees will be retained by and we will refund you the item amount paid in a value voucher form only. You will be refunded the shipping fees for returned items not in proper working condition or faulty and/or defective.

Can I replace an item?

At the moment we do not offer replacements however you can still return an item. Please see our return policies for that.

I filed my complaint and contacted your Customer Services and nothing has happened yet?

Firstly, we apologise for the delay. Every complaint filed or issue sent to Customer Services is logged and remains open until full satisfactorily resolution, however at times due to complexity of an issue it might require longer to resolve. But rest assured that your case or complaint is not ignored and is being worked on.

General Questions

Why is the Courier Company calling me?

This is to arrange a pick-up time for an item sold if you are a seller or to arrange a delivery time if you are a buyer. Please respond to all such calls in a timely manner so as not to cause a delay in your order. Also please make sure you are available at the agreed time and location confirmed with the courier company to arrange either pick-up or receipt of your order.

I need to make some changes, can I edit the details of my account and/or change address, name and password?

Of course you can. Log-in to your account and you can do most edits yourself except things like Email ID which requires you to contact the Customer Service Team.

I really need to make changes to my contact details such as username and email ID?

You can edit changes to most of your account on your own however for email ID and username please contact the Customer Service Team through or through our Head Office number available at Contact Us page as you cannot do so by yourself.

Can I buy and have items delivered to a country that is outside the ones where is located?

Yes. We ship worldwide, if you are having any difficulty completing your purchase, please contact

I have forgotten my account password. What can I do?

That’s not a problem; there are also two ways to reset your password: Users can click “Forgot” on login page and enter the registered email address. User will receive an email instruction for resetting the password. Contact Customer Service Team through or through our Head Office number available at Contact Us page and a member of our team can assist you in resetting your password by sending you an email to do so in your own privacy

Most Common General Inquiries

What is is the online store for Gallery One.

Do you have a Physical Store?

Yes. Please visit our find a store page for our store locations.

How do I buy items online?

It couldn’t be easier. Simply register for an account at, browse the site and purchase whatever you want. You have a host of payment methods available, to suit your individual needs or budgets, the widest range of creative and regional products, and after making a purchase you will receive your selected items via a courier company delivered direct to your doorstep as per the address you specified – at your convenience.

What about support or any interaction I need with com?

Firstly, you are the reason we are here; to support and serve you in every way possible. Contact our Customer Service Team through live chat, at or through our Head Office number available at Contact Us page and we will be delighted to offer you any service or support possible.