Answers to the questions we are asked most. If yours is not here, message us on WhatsApp or email support@emiraa.com.
Orders
Do I need an account to order?
No. You can check out as a guest. Creating an account simply saves your address and lets you see your order history and track deliveries more easily.
How do I know my order went through?
You will receive a confirmation email within a few minutes of placing the order. If it has not arrived, check your spam folder first, then contact us with the phone number you used at checkout.
Can I change or cancel my order?
Yes, as long as it has not been dispatched. Message us with your order number as soon as possible. Once a parcel has left our facility it has to be handled as a return.
Can I add something to an order I already placed?
We cannot merge orders once payment is taken. Place a second order — if both are still with us we will usually ship them together and refund the second delivery charge where one applies.
Delivery
How long does delivery take?
Within five working days anywhere in the UAE. Dubai and Sharjah addresses are usually faster.
How much is delivery?
Free on orders of AED 100 and above. AED 20 on orders below that.
Do you deliver to my emirate?
We deliver to all seven emirates. We cannot deliver to PO Box addresses.
Can I track my parcel?
Yes. You will get a tracking number by email once the order ships, and you can check status any time on our Order Tracking page.
What if I am not home?
The courier attempts delivery twice and will call you beforehand. If both attempts fail the parcel comes back to us and the delivery charge is not refundable, so please make sure your phone number is correct at checkout.
Payment
What payment methods do you accept?
Card payments online, and Cash on Delivery anywhere in the UAE.
Is there a fee for Cash on Delivery?
No. COD costs you nothing extra.
Is it safe to use my card?
Yes. Card details are handled by the payment gateway over an encrypted connection and are never stored on our servers or visible to our staff.
What currency are prices in?
All prices are in UAE Dirhams (AED) and include VAT where applicable.
Products
Are your products genuine?
Yes. Everything we sell is sourced through authorised distributors and brand-approved suppliers. We do not sell counterfeits, refills or grey-market stock.
How do you store products?
In a temperature-controlled facility in Dubai, rotated by expiry date. Heat and humidity degrade active ingredients quickly in this climate, so this matters more than it might elsewhere.
How much shelf life will my product have?
We pick the freshest stock available and will not send anything with less than several months of shelf life remaining. If you need a specific expiry date for a particular item, ask us before ordering.
An item I want is out of stock. Will it come back?
Usually. Message us with the product name and we will tell you when it is expected, or let you know when it lands.
Can you recommend a product for my skin?
We are happy to help you narrow things down by skin type, concern and budget. We cannot diagnose skin conditions or give medical advice — for anything persistent or painful, please see a dermatologist.
Returns and refunds
Can I return something I changed my mind about?
Only if it is completely unopened with the manufacturer’s seal intact, and only within 7 days of delivery. Opened cosmetics and skincare cannot be returned for hygiene reasons.
My order arrived damaged. What now?
Contact us within 48 hours with photographs of the product and the shipping box. We will replace or refund it in full, including delivery, and we arrange the collection.
How long does a refund take?
Approved refunds are issued within 3 working days of the item reaching us, and appear in your account 7–14 working days after that depending on your bank.
Do you do exchanges?
No. Return the original under our Returns & Refunds policy and place a new order.
Offers
How do I use a discount code?
Enter it in the coupon box on the cart or checkout page before paying. Codes cannot be applied after an order is placed.
Can I use more than one code?
No, one code per order.
Why did my code not work?
Most often the order does not meet the minimum value, the code has expired, it applies only to selected items, or it is a first-order code being used on a repeat order.
Still need help?
Message us on WhatsApp or email support@emiraa.com with your order number. A person will answer.