Frequently Asked Questions
DISCREET GUIDANCE
Clarity meets consideration in our frequently asked questions — a thorough guide for discerning guests seeking clear information and attentive support. Here, you’ll find answers to common enquiries, offering guidance with refinement and care.
Registration & Account
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
To create an account, proceed to the login page and select ‘Sign Up.
To register your account on our website, we require you to provide your full name, email address, and phone number.
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.
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.
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
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.
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.
If you encounter difficulties while placing an order, kindly contact us
No. Once an order is placed, you may not add items to your existing order. However, you may place a new order.
Payment
We accept payments through Mastercard, Visa, PayPal,Apple Pay, and Amex.
We apologize for any inconvenience caused. To resolve the matter, kindly contact us
Shipping
No. The Cheeseroom only delivers to customers purchasing within Dubai.
Prior to placing your order, you will be shown the estimated date of arrival of the selected product.
Whilst you may not do so on our website, kindly contact us to request a change to your shipping address.
Our deliveries are complimentary for all guests with purchases over AED300.
To track your order, kindly contact us
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
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.
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.
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.
Refunds may take between 10 to 30 working days to appear in your account.
Complaints
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.
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.
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.
CASA CHEESEROOM
Discover our sanctuaries — The Cheeseroom boutiques. Seek refuge from the contemporary and explore our premium gourmet selection, accompanied by your private butler.