Registration & Account
Do I need to create an account to purchase on your website?
No, creating an account is not necessary to purchase items on our website. However, by creating an account, guests enjoy the following benefits:
- Access to purchase history
- Saving your delivery address details
How do I create an account on your website?
To create an account, proceed to the login page and select ‘Create an account’.
What information is required to sign up for an account?
To register your account on our website, we require you to provide your full name, email address, and phone number.
How do I reset my password if I forget it?
If you have an account and have forgotten your password, proceed to the login page and select ‘forgot password’. Our system will ask for your phone number and/or email address. Once complete, you will be requested to make a new password.
Is my personal information secure on your website?
Yes. Ensuring the security of our guests’ personal information is of utmost importance. Your personal information is stored in secure servers to protect your data from unauthorized access, loss, or misuse. For further information, visit the privacy policy page.
How do I update my account information/details?
To update your account information/details, sign in and select ‘account information’. From
there, you may edit/update your account information/details.
Order Placement & Modifications
How do I place an order on your website?
Once you have chosen your desired item, select ‘proceed to checkout’, where you will be asked to provide information including your Full Name, Phone Number, Email Address, and Credit Card details. Once complete, you may proceed to payment.
Can I modify my order after it has been placed?
No. If your transaction has gone through, you may not modify your order. However, if your transaction has not been completed, you may block your transaction and submit a new order.
What should I do if I encounter an issue while placing an order?
If you encounter difficulties while placing an order, kindly contact us
Can I add items to an existing order before it's shipped?
No. Once an order is placed, you may not add items to your existing order. However, you may place a new order.
Payment
What payment methods do you accept?
We accept payments through Mastercard, Visa, PayPal,Apple Pay, and Amex.
What should I do if my payment is declined?
We apologize for any inconvenience caused. To resolve the matter, kindly contact us
Shipping
Do you offer international shipping?
No. The Cheeseroom only delivers to customers purchasing within Dubai.
How long does it take for an order to be shipped?
Prior to placing your order, you will be shown the estimated date of arrival of the selected product.
Can I change the shipping address after placing the order?
Whilst you may not do so on our website, kindly contact us to request a change to your shipping address.
What are your delivery fees?
Our deliveries are complimentary.
How can I track the status of my order?
To track your order, kindly contact us
Must I present my EID upon receiving my order?
Your butler may request you to present your EID or other forms of identification to ensure that your order is delivered to the right guest.
Returns, Cancellation & Refunds
How do I initiate a return or exchange?
The Cheeseroom ensures its guests that all orders arrive in perfect conditions at the designated shipping location provided.
If your order(s) quality has been compromised upon arrival, kindly contact concierge@cheeseroom.com within 48 hours of drop-off. For the following, kindly provide a description alongside a receipt and supporting photograph(s). For your convenience, please be aware that due to the perishable nature of our products, it is essential to provide appropriate
supporting documents for any replacement or exchange claim. Regrettably, requests submitted without proper documentation will not be eligible for re-shipment.
The Cheeseroom reserves the right to limit replacements.
For further information, visit the Returns Policy page.
Can I return an order if it's damaged or defective?
If you believe that your order is damaged or defective, you may be eligible for a return or refund.
Kindly contact us within 48 hours of drop-off. For the following, kindly provide a description alongside a receipt and supporting photograph(s). For your convenience, please be aware that due to the perishable nature of our products, it is essential to provide appropriate supporting documents for any replacement or exchange claim. Regrettably, requests submitted without proper documentation will not be eligible for re-shipment.
Can I cancel my order?
No. If your transaction has gone through, you may not cancel your order. However, if your transaction has not been completed, you may block your transaction.
How long does it take to process a refund?
Refunds may take between 10 to 30 working days to appear in your account.
Complaints
How can I lodge a complaint or provide feedback about my experience?
To lodge a complaint or provide feedback regarding your experience, you may contact us. One of our concierge representatives will assist you regarding your complaint or feedback.
What do I do if I receive the wrong order?
If you have received the wrong order, you may be eligible for a return or refund. Kindly contact us within 48 hours of drop-off. For the following, kindly provide a description alongside a receipt and supporting photograph(s). For your convenience, please be aware that due to the perishable nature of our products, it is essential to provide appropriate supporting documents for any replacement or exchange claim. Regrettably, requests submitted without proper documentation will not be eligible for re-shipment.
What do I do if my order is damaged?
If your order is damaged and/or compromised, you may be eligible for a return or refund.
Kindly contact us within 48 hours of drop-off. For the following, kindly provide a description alongside a receipt and supporting photograph(s). For your convenience, please be aware that due to the perishable nature of our products, it is essential to provide appropriate supporting documents for any replacement or exchange claim. Regrettably, requests submitted without proper documentation will not be eligible for re-shipment.