General
Is my personal information kept private?
We prioritize data protection and handle your information with the utmost care. Any sharing of your data is limited to what is strictly necessary, such as with third-party payment providers, who comply with data protection laws to ensure your information 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.
How do I change my shopping language?
Order
Do I need an account to place an order?
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% 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 won't 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 paying 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 order, visit the My Account section on your desktop. 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 or WhatsApp link at the end of this page, with our 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.
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.
Additional shipping fees will be transparently shown at checkout, 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 exchanges, we do provide full refunds for eligible returns. Please note that certain items, such as personalized products, cannot be returned. For more details, you can view our full Return policy here.
Payment
What payment methods does Em de Maison accept?
We currently accept payments via Apple Pay, MasterCard, VISA, and Cash on Delivery. Please note that the Cash on Delivery option incurs an additional fee of 25 Dhs, which will be payable at the time of delivery. This fee will be automatically added to your order total and is required by our courier.
Is it safe for me to use my credit card online?
All payments are securely processed through the checkout system provided by Ziina. Our payment process is designed with your 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, 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 options. 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 smaller size.
How do I know if an item will fit me?
Every product page includes a Size Chart that shows the measurements for each size. Be sure to measure yourself and compare your measurements with the size chart for the best match.