Delivery and acceptance

Once the order has been placed, Crate and Barrel will provide you with an estimated date of delivery. Crate and Barrel will strive to deliver your order on or near the estimated date provided. Please note that this date is subject to change and is for guidance only. Crate and Barrel will contact you to book a date for delivery using the details that you provide. It is your responsibility to ensure proper access for the delivery and installation (whenever required) of the order. It is your responsibility to fully measure all passageways, doors, hallways, lifts, and to ensure that the delivery team has sufficient access to fully unpack and assemble the order (whenever required). Delivery from floor one and above shall be completed using service/goods elevators. It is your responsibility to check dimensions and to book use of these elevators in advance of the delivery. If any issues arise, it is your responsibility to also inform Crate and Barrel in the appropriate time and to make alternate delivery arrangements. Additional fees (starting from SAR 190) may apply to deliveries complicated by lack of adequate access. Crate and Barrel shall, at its own will, decide if security or full access conditions are not met. In this situation, Crate and Barrel is entitled to cancel delivery, change the delivery fee (if applicable), and reschedule delivery for a time when safety measures and complete access can be guaranteed. Crate and Barrel is not liable for any damage or loss to goods or to your property. This includes, following your instructions, having limited or no access to the delivery site, and goods not fitting into the delivery site. Requests to build items are at Crate and Barrel's discretion and Crate and Barrel will not be responsible for any damage to your home not reasonably foreseen in connection to such work. Crate and Barrel is not liable for any damage caused by items being assembled by a third-party contractor or mover. For goods being delivered by a third-party shipping agent, the shipping agent must have the original receipt(s) and thoroughly check and acknowledge the condition of all items. Crate and Barrel is not responsible for any damages incurred after goods are checked and the acceptance documents are signed.

For goods being shipped within KSA, please note the following:

• Delivery Timeframe: Orders placed will be delivered between 1-3 working days from the date the order was submitted, depending on your delivery address.
• Cut-Off Times: Orders placed on any KSA public holiday/Weekend will be deemed placed on the first KSA working day following the date on which the order was submitted.
• Eligible Items: Only select houseware items (small items not including anything referencing alcohol)
• Shipping fee: For KSA, free shipping is available for all orders above SAR 600; otherwise, a fee of SAR 45 is applied. A delivery fee of SAR 150 will be charged for furniture orders with a total value of SAR 3,500 or less. The shipping cost fee is non-refundable. 

Upon receipt of goods, you or a nominated person are requested to inspect and sign the delivery documents to acknowledge the condition of the goods, the complete delivery, and proper installation (whenever required) of all items. Items will not be released until a signature has been received on the delivery documents. All goods must be carefully inspected and any damage reported and noted on the delivery documents. Any manufacturing faults must be notified to Crate and Barrel within 7 days of receipt of goods. We reserve the right to cancel any order you place with us. We may, in our sole discretion, cancel the quantities purchased per person, per household, or per order. These restrictions may include orders placed by or under the same customer account or the same credit card. In the event that we cancel an order, we may attempt to notify you by contacting the email or phone number provided at the time the order was made.

Order Delivery

Our home delivery service is free for orders above SAR3,500 or chargeable at SAR150 for orders below SAR3,500.
Once the order has been placed, Crate&Barrel will provide you with an estimated date of delivery Crate&Barrel will strive to deliver your order on or near to the estimated date provided. Please note that this date is subject to change and is for guidance only.
Crate&Barrel will contact you to confirm a date for delivery using the details that you provided.
To reschedule your delivery please contact the Crate&Barrel Customer Care 800 22632 or by email: customercare@crateandbarrel.me or the store 48 hours prior to delivery.
If you request to reschedule your delivery on the same date will lead to a charge fee of SAR 200.
Crate&Barrel will schedule delivery within 45 days of the date of purchase. If the delivery needs to be delayed beyond the above mentioned timeframe, storage charges may apply (minimum SAR 200)

Storage

We will store items for a maximum of 45 days from the date of purchase, after which storage fees may apply.
In case of return or exchange after the 45 days we may deduct 10% of the value of items being returned in lieu of storage costs.

Additional Policies

• Electrical work, plumbing, wall drilling, or any type of drilling services are not provided as part of our delivery options.
• Assembly services are offered exclusively for our furniture products.
• Refunds and exchanges will be processed only in the country of purchase and in the original mode of payment.

Return & Exchange Policy

Products must be returned unused and in the original box/packaging in which they were delivered. Any product that has been used, altered, or damaged will not be accepted or be eligible for a return.

Please retain your original receipt/proof of purchase and all documentation and packaging to fulfill the return eligibility.

It must be noted that Crate & Barrel reserves the right to refuse the return of any products that do not meet the return and refund eligibility criteria stated above.

• Full-price houseware items may be refunded or exchanged within 15 days from the purchase date.
• Sale houseware items may be refunded within 3 days and exchanged within 15 days from the purchase date.
• Full-price furniture items can be refunded or exchanged only if returned at the time of delivery, warehouse collection, or store pick-up.
• Sale furniture items are non-refundable and can only be exchanged at the time of delivery, warehouse collection, or store pick-up.

Defective Items & Warranty

• In the case of a manufacturing defect with any electrical items under warranty, we will attempt to repair the item if feasible.
• If repair is not possible, we will replace or refund the item per the terms of the warranty.
• Exchanges are allowed only for an item of equal or higher value, with no refunds for price differences.
• Interior Design Service fees are non-refundable.
• Items with a defect may be repaired, returned, or exchanged if the defect is not caused by misuse or failure to follow care instructions. These items must be accompanied by the original receipt.

Additional Policies

• Wall drilling and assembly services are not included with any of our delivery options.
• Refunds and exchanges will be processed only in the country of purchase and in the original payment mode.

Which Items Are Not Eligible for Returns?

The following products are not eligible for return, exchange, or refund (unless faulty or not matching their description):

• Products that have exceeded the return policy timeframe since purchase.
• Products that are not in their original condition or missing any parts or attachments.
• Products that have been opened or unsealed (unless necessary to inspect).
• Products without original packaging or labels.
• Products that have been used, damaged, or altered from their original condition.
• Products requested for return more than 24 hours after delivery if already used.
• Products that have been assembled, installed, or altered after delivery.
• Specific categories such as unwrapped bedding, mattresses, and bath linen due to hygiene reasons.
• Products that have been damaged due to misuse or show signs of wear and tear, even if still within the warranty period.
• Customized/special orders.

Refund Processing

Your refund will be processed via the following methods:

• Credit card payments are refunded to the same card used for purchase.

For support, contact Customer Care:

• Customer Care: Call (800) (301-0105) or email: customercareKSA@crateandbarrel.me

Quotations

Quotations do not form a binding obligation with Crate and Barrel and are valid for 24 hours from issuance. Prices are subject to change and, therefore, should be considered as a guide. Availability of stock is not guaranteed and subject to current stock supply.

Payment and Refund

Crate&Barrel accepts payment by credit and debit cards, cash, gift cards, cheques, wire, and bank transfers. All transfers and cheque funds must be cleared before products are released for delivery.
All refunds will be done by reverting to the same original payment form or through a credit note, as you may choose.
In case of a customized or special order, full payment must be made prior to the order being processed.
If the customized order has been processed, payment becomes non-refundable.

Ownership and risk

Once payment has been received in full the ownership of all goods will pass to you. Risk of loss, damage or deterioration is transferred to you upon acceptance of delivery.

Liability

Crate and Barrel shall only be liable for direct damages or losses caused to you due to breach of any of Crate and Barrel's obligations. For clarity, Crate and Barrel shall not be responsible for any lost profits, reputation damages, consequential losses or any other type of costs, expenses or losses. Nothing in these Terms and Conditions shall limit both Crate and Barrel and your liability in case of death, fraud or personal injury.

Legal Effect

If any part of these Terms and Conditions is declared illegal or becomes unenforceable, the remaining terms will not be affected and will continue to be in force. These Terms and Conditions shall be ruled and governed by the Laws of Dubai and the Federal Laws of the KSA. Unless agreed otherwise in writing by Crate and Barrel and you, these Terms and Conditions precede over any other terms and Conditions.