FAQs

We are not a furniture shop or a reseller, we are an interior styling platform that helps you decorate your room by sourcing curated items from different brands and artisans without any design fees. Some items are custom made, some are local, and some are imported. Each product has its own Terms and Conditions which are applied by the original seller. Please make sure to check those in the spec before placing your order.

Yes, you can, you have room for self-expression and customization. Each room is curated as a whole look. However, you might like the major items of a room but prefer some from another set. All you need to do is select the items you need from the first room, place your order, and redo the same for the items from the second set.

You have full control over your budget. You can make your room as budget friendly or as luxurious as you want. Each look comes with a variety of similar items at different price ranges. Pick and choose as you see fit.

If you requested wall painting, curtains or flooring, a representative from the related supplier will contact you for a visit to confirm the dimensions and to take your confirmation on the color sample. After finetuning the dimensions, the bill will be adjusted accordingly.

Product imagery may vary from the finished product due to lighting, screen color, device used etc. and we can’t guarantee that the image matches the exact color. We try our best to reflect the real view of the product through different images/angles, but we cannot guarantee the view the human eye procures. However, if related to paint, curtains fabric and flooring colors, you don’t need to worry as our partner will be visiting you to show you the samples in your space.

Once you select your items and place an order on Vibetray, you will only pay 10% of your bill at this point. Reason being, that within a 24-48h window Vibetray will confirm the stock availability of all items ordered and should an item be out of stock, we will propose alternatives by email for you to pick from. You will only be asked to settle your bill once everything is confirmed, i.e items are in stock and you’re happy with the alternatives proposed when and if applicable.

All prices have been translated into AED and are inclusive of shipping, taxes, custom charges, and VAT. For everything that requires contracting like walls, floors and curtains, the prices are inclusive of site visits, installation and fixing. However, any alteration to the scope of work in the form of an addition, substitution or omission based on site conditions shall be considered on top.

Since the prices charged by the suppliers are in constant evolution, the prices posted on Vibetray are also likely to be modified constantly. We may update our prices at any time.

Despite our best effort, a small number of our products might be mispriced from time to time. If this happens, we will contact you and ask whether you wish to continue with the order at the correct price. We will then either cancel the order and refund the money that was paid or correct the price. If we are unable to contact you, we will cancel the item and process a refund.

While rechecking the availability and finetuning the cost, if the supplier puts the item picked on sale during that period, we will notify you and show the discounted price on the bill, similarly if there is a price increase, we will also reflect this.

Prices at the supplier side might be subject to review at any point in time. Vibetray will reflect those changes to the prices on the bill at the time of placing the order so that the customer can benefit from the offers and discounts. Please note that this might impact the exchange and refund policy, as items on sale may not allow for exchanges or refunds. Please make sure to read the supplier’s T&Cs on the product’s spec sheet.

To complete your online purchase, you will be required to create an online account with us. For your convenience, you can create an account prior to placing an order or at checkout. By registering with us you’ll be able to enjoy the following benefits:

• Review past purchases
• Save your address and card details so you can shop even quicker next time
• Manage your account details, address book and email preferences

We don’t use your personal details for anything other than for the purpose of completing your order. For more information regarding how we handle your personal information, please refer to our Privacy Policy.

You can place an order online from the comfort of your home, this is how it goes:

Browse the different rooms within the category you need and click on the design you like. You can either shop the look as it is or select specific items – for each item you have many options, you can pick whatever fits your budget and your space without getting far from the overall mood set for the room. Don’t forget to check the specs, T&Cs, and the price so that your selection satisfies your need. Everything is then sourced and delivered to you.

You might need to paint your walls or cover the ugly ceramics or adorn the windows with some curtains, you can also add those services to your order; the curtain fabric, the wall paint or wallpaper and the LVT flooring will be delivered and installed into your space.

Once you have successfully placed your order online, you will receive an order confirmation to the email address you have provided assuming the email address indicated in the registration form doesn’t contain errors. The order confirmation includes a summary of the purchased items, a price breakdown, an invoice, and the delivery address. You must check the completeness and conformity of the information you provided. We cannot be held responsible for possible errors of data-entry and the consequences in terms of delay or delivery error. In this context, all the expenses engaged for resending will be your responsibility.

You can at any moment check the status of your order by consulting the heading "My account". If you don’t receive the order confirmation within the hour or wish to check anything related to your order, you can write to us at customerservice@vibetray.com.

For Furniture & Accessories, Vibetray will go through the details of your order to check the stock availability & price changes of the articles you ordered within 24-48 hours. If the items are in stock, you will receive an order confirmation, if not, we will be sending you an email with other alternatives. You will then have the choice of either going with the alternative proposed or remove the item from your order.

For Walls, Curtains & Floors, our fit-out partners will contact you within the same time frame to schedule an appointment for a visit. They will be showing you the color/fabric samples for confirmation and checking the measurements you added when placing the order so that you are not billed more than you should. They will also inspect the space in case something additional is required like adjusting cracks in the wall. Any adjustments required will be reflected in the bill accordingly.

To guarantee you’re not charged for something that is not in stock or for dimensions that might not be accurate, we only charge you 10% at the beginning to kick off the order. You will only be asked to settle your bill once everything is checked.

You can edit and customize your room as much as you want before placing the order. You can save your choices and continue editing your order later. However, once the order is placed it cannot be changed.

Yes. When selecting a room, you can buy it as a whole or pick and choose the items you need. You are not forced to take everything you see; you can just order the items you want or simply order paint or flooring and have them installed for you.

Orders can only be placed through our website. If you’re having a difficulty, you can always write to customerservice@vibetray.com for any help or assistance you may require.

You can check the status of your order by consulting the heading "My account”. You can also contact us on customerservice@vibetray.com.

The items of your room will be ordered from different brands to be delivered to your home right after the order confirmation is sent and as per the lead times and t&cs mentioned for each product.

Deliveries are made by the brands we have curated our interiors from: If the supplier is local, they will send it to you directly or contact you to arrange a delivery; If the supplier is international, the product will be shipped to the customer through Vibetray via Aramex. For walls & floors, the suppliers will be contacting you for a first visit to inspect the space, check the measurements and show you the samples & colors. Once you validate everything, they will come back for a second visit to implement.

Please contact us regarding delayed shipments so that we can help you as soon as possible. Delays caused by you not being present to receive the shipment is out of our control and not subject to a refund. Orders made during weekends and holidays are processed the following working day.

We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.

The rooms are curated, sourced and implemented per city. At the moment we are only operating in Dubai.

Order Tracking information will be visible in your Order confirmation email and in your Order History. For walls & floors, our fit our partner will contact you and you can then liaise with them on the schedule.

Our room looks are curated from different suppliers. Therefore, policies vary from an item to another. Our selling partner’s policy can be found on each product specification page. Please make sure you read the T&Cs of the items you are buying before placing your order.

We want your shopping experience to be as enjoyable as possible, so we’re here to help you if you need. Please write to us on customerservice@vibetray.com and will advise you on how to manage your returns.

‘After sales services’ are handled by the suppliers directly through Vibetray. If you are not satisfied with the product, please contact us at customerservice@vibetray.com by mentioning your order number and the product you wish to return, and we will provide you with what is needed to handle the case with the supplier directly.

In general, suppliers do a refund if the item has a defect or is sent wrong and most suppliers accept returns if the item is still in its original condition/packaging and with the original receipt. Shipping costs, delivery costs and taxes however won’t be refundable. For all items that are tailor made or made to fit the customer’s space like the curtains, wallpaper, and flooring, returns eventually are not accepted.

Depending on the supplier, refund payouts might be paid back to the customer’s card when they visit them in the shop or processed back to Vibetray. If the refund is paid back to Vibetray the customer must send an email to customerservice@vibetray.com with a proof of return and we will process the refund back once we have received the amount from the supplier.