General
Is my personal information kept private?
We prioritize data protection and handle your information with the utmost care. Any sharing of your date is limited to what is strictly necessary, such as with third-party payment providers, who comply with data protection laws to ensure your information is remains secure.
For more details, please review our full Privacy Policy
What to do if I forgot my password?
To reset your password, simply follow the "Forgot your password?" instructions on the "Accounts" page, accessible by clicking the link at the top right of your Homepage. For security reasons, please note that we cannot send your old password via email.
Order
Do I need an account to place an oder?
At Em de Maison, you can shop as a guest without creating an account. However, having an account unlocks exclusive member benefits, such as 10% off for first order, previews of new collections, updates on new arrivals, and the convenience of storing your address and payment details for faster checkout. Plus, it makes order tracking and updates effortless, along with many other perks.
How can I place an order without creating an account?
You can place an order without creating an account by entering your email address on the Checkout page. This will not create an account but will allow us to communicate with you about your order.
How will I know if Em de Maison has received my order?
After placing your order, you will receive an email confirming that we have received it. However, this does not indicate that your order has been confirmed. If payment by card, your order will only be accepted once your card details are approved, the delivery address is verified, and the items are located and shipped. You will then receive a second email confirming your order. If any issues arise, we will notify you promptly and your payment will not be processed.
How can I check my order?
To track your oder, visit the My Account section on your device. There, you can view your order status as Ordered, Shipped, or Delivered.
I am still waiting for my order, what should I do?
Please contact our Customer Service at em@emdemaison.net or WhatsApp link at the end of this page, with your order number and we will be happy to assist you further.
Is there a cost for duties and taxes?
The price already includes taxes and duties, ensuring there are no extra charges. Please be noted that this is not applied for International shipment
The item I want is out of stock, when will it become available again?
Items will be restocked within 15-30 days, though some sizes or models may not be restocked. To secure your desired item, please select the "Notify me" option, and we will notify you as soon as it becomes available.
Is there any shipping fee?
We do offer complimentary 4-hour express shipping in Dubai and 1-3 days standard shipping in all other Emirates.
Additionally shipping fees will be transparently shown at Checkout page, calculated based on your delivery location. Please refer to our Shipping Policy for more information.
How and when I can return an item?
We offer a 7-day return policy, provided items are unworn, unused and in a fully resalable condition - this includes being in their original packaging with tags attached. While we currently do not offer exchange, we do provide full refunds for eligible returns. Please not that certain items such as personalized products, cannot be returned. For more information, you can view our full Return Policy here.
I have exceeded the 7 days, can I still get a refund?
As per our policy, the eligible items can be returned up to 7 days only.
Payment
What payment methods does Em de Maison accept?
We currently accept payments via Apply Pay, MasterCard, VISA and other major cards. Please note that Cash on Delivery is unavailable.
Is it safe for me to use my credit card online?
All payments are securely processed through checkout system provided by Ziina. Our payment process is designed with our security in mind. To avoid any delays with your order, please ensure that all your details are entered accurately.
Why is the Promo code not working?
Promotional codes are valid only in line with their terms and conditions, and must be used by the specified expiration date. They cannot be redeemed for cash or combined with any other offer, sale, or promotion. Additionally, some codes may be valid for one-time use only.
Find my size
Are the sizes consistent across all items?
Sizes may vary slightly depending on the fabric and design, with some items fitting larger or smaller than others. Please refer to the Size Chart on each product page for guidance. If you need further sizing information, please feel free to contact us.
Am I ordering the right size?
You can find our Size Chart on each product page by clicking the Size Chart icon below the size option. If you need additional sizing information, please do not hesitate to contact us.
What if I am between sizes?
If you fall in-between two sizes, we recommend considering your preferred fit. For a looser fit, go for the larger size and for a more fitted look, choose the small size.