Frequently Asked Questions

Covid-19 Updates

Is it safe to shop online?

As per Dubai Health Authority guidelines, “there is no scientific evidence until now, which proves that COVID-19 can be transmitted through products”.

What measures are you taking to ensure customer safety?

We are monitoring the situation closely and are taking precautionary measures including: 

  • Ensuring drivers sanitize their hands before and after all deliveries
  • Daily sanitization of all OTB locations, including our warehouse, studio & offices
  • Temperature checks for OTB delivery drivers, warehouse staff and all OTB employees

Are orders still being shipped?

Orders are currently being shipped as usual.

Are there any delivery delays?

We’re working closely with our service providers to ensure that you get your order on time but due to the restrictions imposed there can be some delay.

Are shipments sanitized?

All OTB locations are sanitized daily including our warehouse, & offices.

How many days does it take for order delivery within the UAE?

It takes 2 – 3 business days to deliver the order within UAE.

Do you delivery products outside the UAE?

No. Currently we do not deliver outside the UAE.
However, you may get in touch with our call center on 04 336 8093 for any specific requirement. We will offer assistance to you based on the availability of the product and delivery outside the UAE.

What are the Payment Options available for placing an order?

Pay Now – Debit/Credit Card Payment.

What are the Delivery Options available at the time of placing an order?

Home Delivery:

All products sold on www.otb-uae.com are available for home delivery

Store Pickup:

Orders are available for Store Pickup at the below OTB Locations at no additional Shipping Charge:

  • OTB J3 Mall
  • OTB Abu Dhabi Showroom

You will be informed on your registered email ID once your order is available at the store pickup location of your choice.

Are products purchased on www.otb-uae.com covered under warranty?

All products are covered under standard product warranty as mentioned in the Warranty Terms & Conditions.

What is the return policy for products purchased on www.otb-uae.com?

Our policy lasts for 15 days. If 15 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and the box must be in original condition.

To complete your return, we require a receipt or proof of purchase.

What are options to return the product?

Our hassle free return policy allows you easy access to our customer care and call center for processing your returns.
The below are the options to return the product:
Visit our shops or Call our Customer Service 04 336 8093

What happens if I am not home to accept the order delivery?

Our courier partner will contact you on the mobile number you had given at the time of placing the order.
You may suggest an alternate schedule for receiving your order. However, after 3 unsuccessful attempts to contact will result in auto cancellation of your order and amount refunded to your account (if already paid).
We advise you to write to us on customerservice@otb-uae.com or call us on 04 336 8093 and inform us for an alternate schedule.

Can I change my delivery address after placing the order?

No. You cannot change the delivery address after an order has been placed. However, you may cancel and re-initiate a new order with the updated delivery information.
We strongly recommend you to keep your contact information updated at all times.

Is the payment made on www.otb-uae.com safe and secure?

We adhere to the highest standards of payment security. Our Payment Gateway is 3D secured and is Visa verified and MasterCard secured. Your credit card details are not stored on our website.
We accept all internationally accepted visa/master debit/credit card issued in UAE/GCC.