Frequently Asked Questions | The House of Victor

Frequently Asked Questions

We offer a Home Delivery option as well as a Shop and Ship service. Times and cost for deliveries will vary depending on the location. For more information, please see our Shipping information page.
You can contact our customer care team on our social media outlets, via email or by phone at +971 50 506 3437. We are open from 10am to 6.30pm, Gulf Standard Time, Sunday to Friday. You can also contact us using our quick form and our team will get back to you as soon as possible.
You can view your orders at any time using our website. Simply follow the steps below.
Log in to our website and click on ‘my account’ at the top of the page.
Click on the link ‘View Orders’ on the left of the page. This will show you your order history.
You can track your order online using a unique order tracking link that is sent to you via email. The order tracking link is available on the dispatch email that is sent after you receive your order confirmation.
Your order confirmation email will inform you of the expected lead time for delivery. Our goal is to provide delivery as quickly as possible. 1 day for UAE, depending on the time of order. 2-3 business days for GCC orders. 5-7 business days for the rest of the world. Our courier company will attempt to call you should they not have enough delivery information to deliver your order.

Your order may have been cancelled for a number of reasons. The most common reasons for this are:

  • You’ve requested a cancellation.
  • We’ve been unsuccessful in delivering the order to your chosen delivery address.
  • Your payment was not successful.
We are using Aramex as well as DHL.
Your dispatch email will contain a link and a tracking number which you’ll need to track your order. Follow our step by step instructions to track your order at any time.
We’re sorry that you haven’t received your confirmation email. If our email address is not in your address book or safe list, it may have been classed as spam mail, meaning that it might not have appeared in your inbox. It is also worth checking that your email address has been entered into your account correctly.
Usually our confirmation emails are sent within a few minutes of an order being placed. However, when our site is very busy, you may have to wait a little bit longer before you receive your email.
You may update your address book by clicking the ‘my account’ link at the top of the page, logging in using your username and password and selecting ‘address book’ from where you can add, remove and amend your addresses.
If you have already placed an order, changes made in this area will not alter their delivery details. Once an order has been placed it is often not possible for us to change the delivery address.
Your credit & debit card will be charged upon order confirmation. This will ensure the immediate processing of your items and the quickest shipping to you.
When you place an order on our website, we will reply to you with an email confirming your order and all delivery and billing address details, including all the items you have ordered.
Please check that all the information is correct on this confirmation email as incorrect information can cause delays on your order.
If you have an existing account with us and have forgotten your password, please click the ‘sign in / register’ link at the top of the page. Click the ‘forgotten your password?’ link. We will then send you an email with instructions to reset your password.
Once an order has been placed, we are unable to change your payment information. By default, we do not store any payment information on our systems.
YES, We would love the opportunity to partner with you. Please send an email to [email protected] and include your Instagram handle. We will get back to you shortly.

In most cases, any customs or import duties are charged once the parcel reaches its destination country. The exception to this is for parcels being sent to Brazil, India, Israel, New Zealand, Malaysia, Indonesia and Thailand on our Standard Delivery service.

You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel (this also applies to retail & wholesale customers).

The Victor Closet has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

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