Frequently asked questions

General Queries

Who can buy from 2XL Home?

If you are an individual with 18 years of age, you are legally permitted to shop at 2XL Home. You should carry a valid debit/credit card issued by an authorized bank. We accept all major credit and debit cards.

How do I buy products at 2XL Home?

You need to register on 2XL Home to start shopping. Just click on the product you wish to buy. After landing on the product page, add the desired product to your cart, log in your account, make payment, place order and checkout.

How can I contact 2XL Home?

In case you have any queries about 2XL Home or the order you have placed, feel free to contact our customer service representative at Toll-Free Number 800 295. You may also send an e-mail to customercare@2xl.com. We operate Sunday to Thursday from 9 am to 6 pm GST. Our customer service team serves you better every day by making your shopping experience hassle-free. We appreciate your valuable feedback regarding our online services.

How do I unsubscribe from my mailing list?

We gather your e-mail address at the time of registration. 2XL Home communicates with you occasionally through e-mails on new product offerings, discounts, special offers, reminders, invites, company news, other updates, and service information. If you are not interested in receiving e-mails from us, you may unsubscribe. You can visit "My Account" section and Unsubscribe. Once you unsubscribe, you won't receive any promotional and company related e-mails. You will, however, continue to receive transaction-based e-mails from us.

How can I stop 2XL Home e-mails from landing into my spam folder?

2XL Home takes utmost care not to spam its customers' email boxes. Some of our e-mails may, however, hit your spam/junk mail folder. If you don't want spam from us, you need to add customercare@2xl.com to your safe sender list.

Registration and Account

Is it compulsory to register on 2XL Home?

Of course, not. You don't need to register for browsing and adding your chosen products to your wish list. Registration is, however, mandatory for transaction purposes.

How secure is my personal information?

We at 2XL Home commit ourselves to a safe shopping experience for our customers. Read our Privacy Policy for details.

How do we protect your personal information?

We implement a variety of security measures to maintain the safety of your personal information.

How do I register? Can you discuss the benefits of registration?

Registration

You can set up your 2XL Home account from "Login" page. Click “Create Account”, fill in your details and submit.

To set up your account with your Facebook or Google+ profile, follow these steps:
  • Go to the "Login" page.
  • Click "Login with Facebook" or "Login with Google+”.
  • Click "OK" on the permissions dialog box appearing on your Facebook and Google+ profile page.

Note: 2XL Home uses your Facebook or Google+ details to create your 2XL Home account.

You're good to go. Happy shopping!

Benefits of Registration

There are various benefits of registering on 2XL Home. As a registered user, you can edit your account information and address book (if required), review your order(s) details, check your store credit balance and proceed to checkout for fast ordering and delivery.

Does my registration expire?

Registration does not expire. We will, however, de-activate or suspend your account, if it is inactive for long. If you wish to reactivate your account, you may contact our customer service representative on Toll-Free Number 800 295 or send an email to customercare@2xl.com. 2XL Home reactivates your account after e-mail verification.

What if I forget my password?

While signing in your account, you may forget your password at some time. We help you retrieve your password through "Forgot Password" option. Once you enter the e-mail address registered with us, we will email you password reset instructions to recover your account access.

Can I edit my personal account information and address book?

Yes, you can edit your account information and addresses. Just go to "My Account" section and make the necessary changes.

Payment

How can I make a payment?

2XL Home offers you four payment options. You can pay through major credit and debit cards issued by an authorized bank. We provide you the facility to pay by cash or cheque at the store. Refer Payment & Security for further information.

Can I place an order online without credit or debit card?

If you do not want to transact online, you can shop online and pay by cash or cheque at one of our stores. Delivery will be scheduled after the payment is realized.

Do you accept payment through Cheque or Demand Draft?

We accept cheque payments. You can shop online and submit cheque at one of our stores. We currently do not accept payment through Demand Draft. In case of any more queries on cheque payment, refer Payment & Security.

Can I pay in-store for a product bought on 2XL Home online?

Yes, you can pay in-store for a product purchased on 2XL Home online. You can pay by cheque or cash at the store.

What can I do if my credit or debit card is compromised while paying online?

2XL Home does not collect or save your credit/debit card information, while you transact online. Your financial information is gathered directly on your respective bank’s payment gateway. If you feel that your credit/debit card information is compromised, we advise you to report the same to your card issuing bank immediately. Refer our Privacy Policy for more details.

What should I do if I receive “Transaction Failure” message but, money gets deducted from my account?

There may be times when your money gets deducted at the time of making payment for the order but, you receive “Transaction Failure” message. In such cases, you need to call your bank and request a refund.

Shipping

Where do we deliver our products?

We currently deliver our products across UAE.

What if I am not at home when my order comes?

If you are unavailable at the time of order delivery, our customer service representative will get in touch with you. Our team will reschedule the delivery date and time based on delivery team's availability and after Management’s approval. We deliver Sunday to Thursday from 9 am to 6 pm GST.

I placed an order today. When will I receive the shipment?

2XL Home delivers within seven working days from the day you have placed the order with us. We are open Sunday through Thursday from 9 am to 6 pm GST. Delivery schedules, however, depend on the time and the product for which you place your order. In case you wish to Track Your Order, just log in “My Account” and Go to “My Orders”. Here, you can track your shipment with your Order Number. You may, alternatively, click on the Order Number in your Order Confirmation email to track your shipment.

What are the delivery/shipping charges?

In case of purchases below AED 500 only on accessories, there applies a minimum delivery charge of AED 25 whether within or outside the city limits of our showrooms. If you purchase any furniture below AED 5000, then shipping charges of AED 250 are implied. While if the purchases on furniture exceed AED 5000, then the shipping charges are absolutely free. Standard shipping charges, however, apply for delivery outside the city limits. Refer Shipping & Delivery to learn more.

Does the ordered product's price include shipping costs?

Shipping cost is added to your order’s amount. These charges reflect on the billing page from where you proceed to place order and checkout.

Where does discount on my order reflect?

Discount on the order placed reflect on your billing page. You can check discount along with shipping charges before placing an order.

What should I do when my order arrives damaged?

Before accepting delivery, you need to check whether the packaging of the merchandise is damaged and inform us of any damages immediately. If you accept the damaged package, contact us within 24 hours of receiving the delivery. Visit our pages on Shipping & Delivery and Returns & Refund to learn more.

Can I pick up my order from your warehouse?

Yes, you can pick up your order from our warehouses in Ajman and Dubai Investment Park (DIP). You just need to show the invoice copy sent to your e-mail address registered with us.

What is your warehouse policy?

We store your product free-of-cost for 30 days from the date of invoice. You need to, however, pay a minimal 5 percent storage fee after every 30 days. We store your product for maximum 90 days after which we deduct our storage fee and update the remaining to your store credit balance. For example, if you have paid AED 500 for a product and did not accept the delivery for 2 months, we will update your store credit balance with AED 475 post subtracting AED 25 as our storage fee.

Orders, Tracking, and Delivery

How do I order products from 2XL Home?

Shopping on 2XL Home is easier.

Just follow the steps below:
  • Choose the product you want and add it to cart.
  • Login with 2XL Home account, Facebook or Google+ profile.
  • Confirm your shipping address.
  • Click on "Save and Deliver".
  • Choose the address for delivery, in case you have provided more than one shipping address.
  • Make payment.
  • Check your order summary and checkout.

Can I place an order without registering online?

No, you cannot shop from us without registration.

How can I Track my Order?

You can Track Your Order through "My Orders" in "My Account" section.

Do you deliver to multiple addresses?

2XL Home delivers to the address specified in your order. If you want delivery to multiple addresses, mention multiple addresses against multiple orders. You can add addresses to "Address Book" section under "My Account”.

Can I change my delivery address?

You may modify the shipping address before we ship your order. You need to call our customer service representative on Toll-Free Number 800 295 or send an e-mail to customercare@2xl.com. We operate Sunday to Thursday from 9 am to 6 pm GST.

What arrangements do I need to make at home at the time of delivery?

You need to ensure that the receiving area for final furniture assembly is clutter-free and ready to accommodate the new furniture. Our delivery crew holds no responsibility for shifting or disassembling your old furniture or home décor. You are charged AED 500 if we send you the same product again due to an issue at your end. These issues may relate to lifts, doorways or other situations at your place or building.

Note: There are residences without lifts or with narrow doors, low ceiling, and passageways. The delivery crew, therefore, may be unable to bring new furniture into your home without any damage or risk. Our delivery team makes the final decision whether to attempt for delivery. The order is delivered at ground level if adequate size service lift is unavailable.

Can you mention the areas where you don't deliver?

We deliver only within our prescribed city limits in UAE.

Can I schedule my delivery?

Yes, we can schedule your delivery when you place an order with us. Delivery schedules, however, depend on consent from our delivery team.

Do you deliver outside UAE?

No. Currently, we deliver only within UAE.

Do I need to show any document when my order arrives?

Yes, you need to show your valid Emirates ID to receive your order.

Cancellation

What happens if product I want to buy is out of stock?

2XL Home does not display products which are out of stock. We ensure that the products shown on 2XL Home are adequately available in our inventory. In case, a product goes out of stock; you don't find it on our website.

Is there a limit to the quantity I can order?

No. You can order products as many products as you want to buy.

Can I cancel my order?

Cancellation of orders is possible only before shipment. For exceptional cases, however, we can consider order cancellation after delivery. Cancellation post-delivery is subject to Management’s approval.

Can I change shipping address of the order?

Yes, you can change shipping address of the order before it is delivered.

What is the process of canceling an order?

If you want to cancel an order, ensure that you do so before the order is shipped. In case of cancellation, call our Customer Service Representative at Toll- Free Number 800 295. You should also send an email to customercare@2xl.com through your email id registered with us. We work from Sunday to Thursday – 9 am to 6 pm GST.

How do I get a refund if you cancel the order?

There may be times when you view and order a product that is not available in our stock. In such cases, we cancel the order placed and update your store credit balance within 48 hours. You can buy another product through your updated store credit balance.

After I have canceled the order, when can I expect my refund?

After you have canceled the order before shipment is made, money is credited to your store credit balance within 48 hours.

I paid for part of my order using store credit balance and the remaining with credit/debit card. I canceled the order before it was shipped. How do you process my refund?

After you have canceled the order before shipment is made, we will credit money to your store credit balance. The process may take up to 48 hours.

Returns/Refund/Exchange

What are your return/refund and replacement policies?

Return/Refund

2XL Home accepts returns only before the order is shipped. In few of the exceptional cases, however, we offer you return or refund option after delivery; subject to approval by the Management. The packaging, in such cases, need not be open and you should also have original payment receipt. The money is refunded to your store credit balance within 48 hours.

Replacement/Exchange
Goods can be exchanged/returned under the following conditions
  • They are in original condition.
  • They are presented with original payment receipt.
  • Returned unused within 14 days from the date of purchase.
Exchanges will not be accepted for
  • Cut fabrics
  • Custom-made orders
  • Used goods or items accidentally damaged by you.
  • Bed linens, mattresses, and pillows removed from their original packaging.
  • Items tagged as "Best Price" or sold "As is".
  • Furniture delivered and assembled in good condition

Note 1: Defective goods can only be refunded or exchanged when repairs are deemed impossible.

Note 2: If packaging of the item delivered is found to be defective or damaged, 2XL reserves the right to assess its condition and repair, return or exchange the item.

Note 3: 2XL Home does not return, refund or exchange furniture delivered and assembled in good condition. Accessories can only be returned or exchanged within 14 days from the date of invoice.

Can I walk in your store and return my product?

Our delivery team will visit you for the return/exchange. Refer Shipping & Delivery to learn about our shipping charges.

Can I return or exchange a product by courier?

No, you can’t return or exchange a product by courier. Just login to “My Account” and raise a return request within 14 days from the date of invoice. You may alternatively call and send an email to our Customer Service Representative for raising a return request.

How can I schedule a pick-up to return my product?

You can send us your request for picking up the returned product within 14 days from the date of invoice. You need to call and email our Customer Service Representative. Contact us at our Toll-Free Number 800 295 or send an e-mail to customercare@2xl.com. We operate Sunday to Thursday from 9 am to 6 pm GST. We will book a pick-up based on our delivery team’s availability and post-approval from the Management.

How can I receive a refund for the merchandise which I have returned or canceled?

We provide a refund for the merchandise returned or canceled by transferring the money back to your store credit balance. Your store credit balance is updated after our delivery team receives the returned product.

Can I book a return online? What is the process?

Yes, 2XL Home gives you the option to book a return online through "My Account" section. Go to Returns. Choose the product you wish to return, check your shipping address, select reason for return and choose an action and return.

Can I return a product after I have discarded the packaging?

No, we do not accept the return of the product whose packaging is discarded.

When will you pick up the products to be returned?

We pick up the products to be returned depending on our delivery team’s schedule and when approved by the Management.

How do I receive a refund for orders paid by Credit or Debit Card?

You receive the refund for orders paid by Credit or Debit Card in the form of store credit balance.

I paid for my order through "Pay Cash at Store". Can I return the product and receive the refund in cash?

You can return the product but, you won't receive the refund in cash. Refunded amount is credited to your store credit balance.

How am I refunded if I paid for the order by paying cheque at the store?

You receive a refund in the form of store credit balance if you have paid for the order by paying cheque at the store.

I returned my order now. When will I receive my refund?

We update your store credit balance within 48 hours.

Can I return part of a promotional purchase, in case I received the discount on the total cost of purchase? How do I get a refund?

Yes, you may return part of the promotional purchase, where you received a discount on the total purchase. We refund you the amount paid after discount. This refund reflects in your store credit balance.

What if I return part of an order that I paid for using my store credit balance?

You may return part of an order that you paid for using your store credit balance. The amount paid for the returned item is refunded to your store credit balance.

I paid for part of my order with store credit balance and the rest with Debit/Credit Card. Now, I wish to return a part of my order. How is my refund processed?

Irrespective of your mode of payment, any refund for part or whole of your order is credited to your store credit balance within 48 hours.

Can I return the product directly to your delivery partner at the time of delivery?

You may return the product directly to our delivery partner, only if the Management approves of such return. In such cases of return, however, there will be an additional shipping charge of AED 500 for the next time we deliver the product to you. These delivery charges will also apply if 2XL sends the same product to your house again due to an issue at your end. Such issues may pertain to lifts, doorways or any other situation at your place or building.

Other Information

Do offers and promotions appear on 2XL Home?

Yes, we regularly run offers and promotions on 2XL Home. Keep checking the site for new offers, or just sign up for our newsletter and information on latest deals is delivered to your inbox.

Do the prices online vary from the prices in-store?

Our online prices are usually the same as our in-store prices. However, we do occasionally run exclusively online and in-store promotions that may result in price differences.

Cash on Delivery “COD”

Cash on delivery "COD" is a payment method newly introduced at 2xlme.com that allows buyers to pay for their order in cash at the moment the shipment is delivered to them.

Note: Cash on Delivery is available on all accessories.

How to Place a COD order

Add products to your shopping cart and click Proceed to checkout from the cart page.

Cash on Delivery" as your payment method, and proceed.

You will have an opportunity to review your order before confirming. Click "Place Order".

Once your order is confirmed it will be dispatched and shipped to your given address

Once your shipment is delivered to you, you will be required to make a cash payment to the Carrier

Terms & Conditions

Ahead of placing a COD order on 2xlme.com, it is essential to note the following terms:

The maximum order value for COD is AED 2000 in UAE.

Only cash payments will be accepted. If you would like to use your credit card, please click the credit card option and then place the order.

Not accepting an order or not being able to make a full payment at the time of delivery may result in loss of COD buying privilege at 2xlme.com and/or account suspension.

COD can be used as a payment method only for orders shipped to UAE.

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