Cosmetics, skincare and personal care products are hygiene-sensitive. Once a seal is broken we cannot resell an item, cannot verify how it has been stored, and cannot guarantee it is safe for the next customer. Our returns policy is strict for that reason.
In short: unopened items with the manufacturer’s seal intact can be returned within 7 days of delivery. Opened or used items cannot be returned. Anything damaged, faulty or incorrectly supplied is always our responsibility — report it within 48 hours.
1. Return window
Return requests must be raised within 7 calendar days of the delivery date. Requests received after the seventh day will not be accepted, regardless of the condition of the product.
To raise a request, email support@emiraa.com or message us on WhatsApp with your order number and a photograph of the item as received. Do not send anything back before we have confirmed the return in writing — unauthorised returns are refused at the door and returned to sender at your cost.
2. Condition required
To be accepted, a returned item must be:
- Unopened, unused and unworn, with the manufacturer’s original seal, shrink wrap or safety sticker fully intact;
- In its original packaging, including boxes, inserts, cellophane, brochures and free gifts;
- Free of any damage, marks, writing, price stickers or removed labels;
- Accompanied by the original invoice.
If the seal is broken, the box has been opened, the product has been swatched, tested or used even once, or any component is missing, the return will be rejected and the item sent back to you at your expense.
3. Items that can never be returned
For health, hygiene and safety reasons the following are non-returnable and non-refundable in all circumstances except where the item is faulty or was supplied in error:
- Any product whose seal has been broken or removed;
- Lipsticks, lip glosses, lip balms and all other lip products;
- Mascara, eyeliner, kohl and all eye-area products;
- Foundation, concealer, powder and all face makeup;
- Applicators, brushes, sponges, puffs and blenders;
- Perfumes and body mists where the cellophane has been removed;
- Skincare, serums, creams and treatments once opened;
- Underarm, intimate hygiene, oral care and personal hygiene products;
- Hair removal products, razors, blades and epilation items;
- Nail polish, nail treatments and nail tools;
- Supplements, vitamins, food items and anything ingestible;
- Contraceptives and lubricants;
- Electrical beauty devices where the seal has been broken;
- Items sold as clearance, final sale, or from a promotional bundle;
- Gift cards and vouchers;
- Free gifts and promotional items received with an order.
4. Damaged, faulty or incorrect items
This is the part where we come to you, not the other way round. If your order arrives damaged, leaking, expired, faulty, or is not what you ordered, tell us within 48 hours of delivery and we will replace it or refund it in full, including delivery.
Please send, in the same message:
- Your order number;
- Photographs of the product showing the problem;
- A photograph of the outer shipping box and the batch or expiry code on the product.
Do not discard the packaging until the claim is settled — the courier may need to inspect it.
5. How refunds are processed
Once the returned item reaches us it is inspected within 3 working days. If it passes inspection your refund is issued as follows:
| How you paid | How you are refunded | Time after approval |
|---|---|---|
| Card | Back to the same card | 7–14 working days |
| Cash on Delivery | Bank transfer or store credit | 7–14 working days |
The exact date the money appears depends on your bank, not on us. Store credit, where you choose it, is issued within 2 working days and does not expire.
6. What is not refunded
- Original delivery charges are not refunded on change-of-mind returns. They are refunded in full where the item was damaged, faulty or incorrect.
- Return shipping is at your cost on change-of-mind returns. We arrange and pay for collection where the fault is ours.
- Refused or undelivered orders. If you refuse an order without cause, or the courier cannot deliver after two attempts, the delivery charge is deducted from any refund.
- Discounted bundle items. If you return one item from a promotional bundle, the discount is recalculated and the difference deducted.
7. Order cancellations
Orders can be cancelled free of charge at any point before dispatch. Email or message us with your order number as soon as possible — most orders are picked within a few hours.
Once an order has been dispatched it cannot be cancelled, and must be handled as a return under the terms above.
8. Exchanges
We do not operate a direct exchange service. If you want a different product, return the original under this policy and place a new order.
9. Repeated returns
We reserve the right to refuse orders or decline returns from accounts showing a pattern of excessive returns, refused deliveries, or returns of items found to have been used.
Nothing in this policy limits your statutory rights under UAE Federal Law No. 15 of 2020 on Consumer Protection and its implementing regulations.
Contact
Email support@emiraa.com or message us on WhatsApp, quoting your order number. We answer every message.