Shipping policy
HC - Shipping and Returns Policy
I. Shipping Policy
HotelCollection.ae orders are processed and shipped on business days (Monday - Saturday, excluding major holidays). Allow 1-2 days for standard delivery.
If an item selected is temporarily out of stock at the time of your order, you will be notified via email and advised of the expected ship date of the backordered item. Backordered items are shipped as soon as they are available.
Shipping details for subscription items can be viewed and edited by creating an account, logging in, and visiting the 'Manage Subscription' dashboard. You may pause and postpone shipping dates for these types of orders as needed.
Shipping
A standard delivery fee of AED 30 applies to all orders.
Enjoy free delivery when your order total exceeds AED 350.
All prices include 5% VAT as per UAE regulations.
Delivery times vary by emirate, but most orders are delivered within 1–2 working days excluding Sundays and local public holidays.
If your order has not arrived within 2 days of placement, please contact our Customer Service team for assistance via email on care@hotelcollection.ae
II. Returns and Exchanges Policy
You can create your return exchange by sending an email to care@hotelcollection.ae
All returns and exchanges may be subject to review. If your return requires a review, you will be notified via email with further instructions.
You may return or exchange your Hotel Collection products – as long as they have not been used or removed from the original packaging – within 14 days of receiving your order.
Exceptions
To ensure satisfaction, the Studio Scent Diffuser, Hourglass Diffuser, Chauffeur Car Diffuser, and fragrance oils may be returned within 14 days, depending on the usage. However, the customer is responsible for return shipping costs in case of a refund request. The fragrance oils must not be opened or have a broken seal.
Exclusions: Penthouse Diffuser, Villa Diffuser, Presidential Diffuser, Interactive Scenting Kiosk (ISK), candles, room sprays, and reed diffusers.
Shipping
Once you successfully submit a return, by sending an email to care@hotelcollection.ae Please make sure that the item you’re returning is repackaged with all cords, adaptors, bottles, accessories, and documentation that were included when you received it. When returning a diffuser machine or Hourglass Diffuser, please remove the fragrance oil from inside the diffuser before shipping it back, so as to not damage the internal mechanisms of the unit.
Refunds
The cost of the return label will be deducted from your final refund amount as we do not cover return shipping costs. Once we receive your return, it will be processed and a refund will be issued within 4-5 business days.
Exchanges
An item can be exchanged for any item available on our website. The cost of the return label is covered by us. Once your return is in transit, it will be processed and your exchange will be sent out within 1-2 business days.
Store Credit
When an item is returned for store credit, the cost of the return label is covered by us. Once your return is in transit, it will be processed and your store credit will be sent to your email address within 1-2 business days.
Damaged Items
When your order arrives, please inspect the box for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please submit a request through the Return Portal where you will process a replacement order.
Gift Cards
All gift cards are considered final sale, are non-refundable and may not be redeemed for cash.
Start-Up Fees
Start-up Fees for all financing and Installment Programs are non-refundable.
Installment and Finance Programs
All installment and finance programs are non-refundable and are subject to the terms agreed upon in the agreement.
Mystery Items
All mystery items are final sale and are not eligible for store credit or exchange.
Sample Packs
Sample packs cannot be returned.
Point of Purchase
Only items that have been purchased directly from Hotel Collection can be returned to Hotel Collection. Hotel Collection products purchased through other retailers, affiliates, or distributors must be returned in accordance with their respective returns and refunds policy.
Disclaimers
- Remember, it is your responsibility to pack the product safely when preparing your return.
- Please keep in mind that if you have more than one order to return or exchange, you’ll need to input your order number into our Return Portal, and create a return exchange for each order.
- Do not include orders not processed through our Return Portal in your package as they will NOT be processed.
- Please use the shipping label provided by our Return Portal for proper tracking to take place.
