Orders
Can I cancel my order after it has been submitted?
Yes, please contact our Customer Service team to assist you. Unfortunately if the product that you purchased through the www.jumeirahcollection.com website (“Product”) has already been dispatched you will need to return the Product to us and you will incur the shipping costs. We will process your refund following our receipt of the returned Product.
Can I check the status of my order?
Yes, you can track your order status by logging onto My Account.
I am finished shopping. How do I complete my order?
Click on the word “CHECKOUT”, and you'll be taken to the checkout pages. “CHECKOUT” can be found on the top right-hand side of the webpages throughout the website.
I am having trouble placing my order. Is there a number I can call for help?
Yes, please let our Customer Service Team to assist you in completing your order.
I encountered a problem while using the Online Shop. How do I report it?
Your feedback is always encouraged. Any problems you find while using our website can be reported to our Customer Service Team. Please provide as detailed description as possible of what you were trying to do at the time the problem occurred and what the result was.
Jumeirah Collection doesn't have my correct personal information, where can I change it or add to it?
Please go to My Account webpage to submit the correct information.
When will I be charged for my Pre-arrival order?
The charges for the Product applicable at the time of your stay will be posted to your room bill.
Purchasing and Security
Where can I view the Products?
You can always visit our Store Locator if you want to see the products in our shop.
Can I purchase items that I have seen in the Jumeirah Store which are not available online?
Yes, while our website offers hundreds of our most popular and exciting products, we understand from time to time you may want to order something we do not show online. If you have visited our store and would like to purchase a product over the phone or via e-mail, you may contact our Customer Service team who will be glad to assist you.
Can I order by cheque / cash / money order?
Jumeirah Collection accepts credit cards and Sirius points transactions online. If you would like to pay for a product using cheque, cash or money order, please contact the Customer Service team who will assist you by taking your order over the phone or through e-mail. For more information please contact Customer Service
I am a bit uneasy about sending my credit card info over the internet. Is there another way to purchase items?
Jumeirah Collection is a secure website. Please see our Security & Privacy policy Nevertheless if you wish to process the order offline you can contact our Customer Service Team to assist you. It is important that you provide us with your contact information (either phone number or email address) so that we can reach you to complete your order. You should be aware that if you choose to purchase an item in this way, your order will take slightly longer to process.
I see a charge from Jumeirah Collection on my bank statement, but I don't recall what I bought. Where can I find out?
If you see a charge by Jumeirah Collection on your bank statement, chances are that you or a person in your household made a purchase from us. If your purchase was made within the last 365 days, our Customer Service team can provide you with further details on the purchase.
I tried to buy a product, but my credit card was declined. I know my card is accurate, so why did your system decline it?
We recommend contacting your credit card company first to determine if there is an issue with the provider that can be resolved. If your credit card company denies declining any charge, then your card is likely to have been declined by our bank risk management system. This is a separate authorization system, so we cannot provide any information regarding the decline. You may try using a different credit card or allow 24-48 hours to lapse before making another attempt.
Who will have access to my credit card number?
Your credit card details are instantly encrypted for security reasons and directly transferred to the bank database for authorization. There are no people involved in the process. Also, we don't archive your credit card information. This means that you'll have to enter your credit card information for each purchase. It also means that your valuable credit card information will be safe.
Cancellation and Refund
Do I get a refund if I cancel an order?
We will refund the payment made for Products ordered if you decide to cancel an order before the Products are dispatched. Unfortunately if your Product has already been dispatched you will need to return it to us within 14 days and you will incur the shipping costs. For more information visit Return Policies.
I received my order, but there was a problem with one of the items I purchased. What do I do?
Contact our Customer Service Team for return instructions or for more information visit our Returns Policy.
What is your return policy?
For more information please visit the Returns Policy.
Shipping
Can orders be shipped to an address that is different from my billing address?
Yes, after you are finished shopping and you proceed to “CHECKOUT”, you will be taken to our Shipping Information Page. You can choose to ship your order to wherever you want, except for the countries we do not ship to at that time. If you would like to ship to a different address, add a new address and choose it upon checkout.
Where will my Pre-arrival orders be delivered?
The Pre-arrival order items will be delivered in your room upon arrival.
Which countries does Jumeirah Collection ship to?
For more information please visit our Shipping Policies. It is possible that we may not serve your country due to logistical reasons.
Who will deliver my purchase?
Our official courier company is currently TNT. Please see our Shipping Information pages for further shipping information.
Your Account
What is your Privacy Policy?
For more information please visit the Security & Privacy.
Why do I need to provide my e-mail address?
We will use it to send your order confirmation and be able to follow up on the delivery.
Why do I need to provide my telephone number?
The shipping companies require a phone number in case there is a problem delivering your order to contact you directly.
Why should I create an account with Jumeirah Collection?
By creating an account, you will save yourself time at checkout during future visits to our store. When you make a purchase using your account the addresses and contact information will automatically be filled in for you. We do not keep a record of your credit card details, so if you are paying for Products by credit card you will need to enter those details each time you order. We will also keep you up-to-date about any promotions we run and about new additions to our store unless you have asked us not to.