Shipping / Delivery Terms
DELIVERY & RETURN POLICY
1. DELIVERY AT HOME
All products that are sold on The Emporium UAE can be delivered to your home. For home deliveries the following terms and rates apply:
Smaller items* are shipped with a parcel service (one-man delivery) and will be handed over in their packaging. When you are absent at the moment of delivery, our delivery partner will leave a note offering you the choice to arrange a redelivery or to collect your parcel at The Emporium UAE Showroom as indicated on the note.
1.1. FRONT DOOR DELIVERIES
Items are delivered at the front doorstep on the ground floor of the destination address and are not carried inside. Items remain in their packaging without any other intervention of the delivering party. This is our budget-friendly delivery solution. However take into account that carrying the items inside, unpacking, installation and disposal of the packaging are your responsibility.
Our delivery service team will get in touch with you to agree on a set date and time slot for delivery. Should you not be present at the delivery address within your allocated time slot, our delivery team will contact you to arrange another time slot. However, the cost of a second delivery attempt will be charged if no timely upfront change to the time slot was given.
1.2 WHITE GLOVE DELIVERIES
This is our hassle-free formula. Items are delivered, unpacked and installed* at the destination address, on the floor and in the room of your choice. Our two-men delivery service will remove all packaging material at your request and take it away for recycling. However costs do not include the potential use of an elevator or other devices. These will be charged separately by the delivery company and will need to be paid in cash at the moment of delivery.
If no lift is available, our delivery partner will only guarantee delivery up to the 3rd floor and only for items under 75 kg. Please remember that it’s your responsibility to check that the items will fit through doors and staircases in their packaging before you place your order. All the relevant information (floor, accessibility, need for an elevator, specifics …) should be provided in order to ensure a smooth delivery.
Should we ascertain at the moment of delivery that a white glove delivery is not possible because of accessibility issues or if the client failed to provide all the relevant and/or correct information when ordering the product(s), we will deliver the goods according to the front door delivery model and this without any refund or compensation. If in this situation a front door delivery is not possible, we will either agree with the client for a second front door delivery. In this case, we will charge extra for the return and second delivery. (Which equals to 2 times the standard fee as mentioned in the overview of the delivery rates per country below).
Cancel the order and return the product to our warehouse. In this case we will refund the order amount, minus the delivery and return fee (which equals to 2 times the standard fee as mentioned in the overview of the delivery rates per country below)
Our delivery service team will get in touch with you to agree on a set date and time slot for delivery. Should you not be present at the delivery address within your allocated time slot, our delivery team will contact you to arrange another time slot. However the cost of a second delivery attempt will be charged if no timely upfront change to the time slot was given.
* Installation excludes any handling that involves other items than the product itself (e.g. fixing to walls (e.g. wall lamps), drilling, connecting to the electrical system (e.g. lighting), etc. – these are the responsibility of the client
2. DELIVERY IN STORE
For smaller items, you can opt for our free Store Pick-up service. Your goods are then shipped to The Emporium UAE store of your choice in order for you to pick them up at no cost. The Store Pick-up option can only be selected for smaller items.
Our sales team will give you a call to inform you as soon as your goods have arrived in the store.
We strive to handle as short delivery times as possible, however, we let the quality of service prevail.
Most items are delivered within a couple of days with a maximum of 3 working days.
Pre-Order and special order pieces are delivered by specialized transport. For these orders we estimate a delivery time of 30-45 working days, depending on the items ordered.
For orders that contain items with different delivery times, the longest delivery time applies.
Longer delivery times may exceptionally apply for very specific products.
Reasons for the delay could include:
Customization of products;
Unforeseen circumstances; or
If for any reason we cannot meet the delivery date you will be kept informed and offered a choice of either continuing with the extended delivery time or cancellation with a full refund.
Please ensure that products ordered can fit into your home, the areas for which it is intended or location for delivery. If the product(s) do not so fit, you can still accept delivery or you can return the products, but any return will be at your own cost (see further our Returns Policy).
For the purpose of these Terms “delivery” or “delivered” shall be deemed to have occurred upon signing for receipt of the products at the agreed delivery address.
RETURNS & REFUNDS
Should you for any reason not like the product you received, you can return it to us within 7 days of delivery for a refund, except for made to measure products for which we don’t accept returns. Please note that Paint products are considered to be made to measure and cannot be returned nor refunded.
Store Credits are valid for 7 Days from date of issue.
Store Credits are valid for 7 Days from date of issue.
Please send the product back to us as soon as possible together with the confirmation email or invoice copy and delivery note you received on delivery of the product, to the following address:
The Emporium UAE
Mana Mohammad Ayedh General Trading L.L.C.
Al Quoz Industrial Area 4, Al Asayel St. Warehouse 5, Dubai-UAE
(+971) 4359 9095
Where possible, please use or include all original boxes, instructions/documents, and wrappings. All costs and risks of returning the item will be your responsibility.
We will fully examine the returned product(s) and will notify you of your right to a refund. Any product that has been damaged, or that is returned not in the same condition in which you received it, or that has been worn/used beyond simply opening the packaging will not be reimbursed. You should, therefore, take good care of the product(s) while they are in your possession, and package the goods adequately as to ensure a return without damage.
The refund will include the shipping & handling fee (if any) that you paid when ordering. However the return should be done by our delivery services, then the standard delivery fee will be subtracted from the refund amount in order to cover the costs for returning the product(s). The refund will be processed as soon as possible (in any case within 30 days of the day that you have given us notice of return). If you used your PayPal balance or bank account to fund the original payment, the refunded money will go back to your PayPal account balance. If you used a credit or debit card to fund the original payment, the refunded money will go back to your card. We will always refund any money received from you to the credit card or bank account originally used by you to pay for your purchase.
Returns of defective products
We take great care to check your order to make sure it’s up to our standards before we package and dispatch it to you. We boast very low damage complaints, however, damage may exceptionally occur. We recommend to carefully inspect your product upon delivery, as we ask you to sign a document confirming that it appeared in good condition when you received it.
Should you not be satisfied with the state of the goods when you inspect them at delivery, please let our delivery partner know, note this on the form and contact us.
For minor defects, it may happen that you only realize after the delivery that you’re unhappy with the quality, or that we’ve sent you the wrong item. In this case just contact us as soon as possible, sending us a couple of photos of the damage or other issues you have with the product. Our team will then assess your complaint and, assuming your complaints are valid, tell you how to return the item or arrange to collect the item from you, and either give you a full refund, arrange for a repair, or order you a replacement. In this case, the costs and risks of returning the product will be our responsibility.