FAQ's


General

Q      Can I shop online and still avail the emax store experience?

Absolutely! You can browse through emaxme.com to view our products and then visit our stores to make your purchase. Alternatively, you can avail our ‘click and collect’ service to experience the best of the online and in-store worlds (more information about ‘click and collect’ is available in the services page).

 

Q      Will my personal data (Name, number, address, card details etc) be safe?

We guarantee you a secure shopping experience through our securely encrypted payment gateways. More over our encrypted secure channels and Privacy Policy guarantees that all your personal information is protected and free from misuse. Please go through our ‘Privacy Policy’ for more details.

 

Account Information

Q      Why do I need an account with emaxme.com?

An online account with emaxme.com helps us to tailor our offering based on your preference and in the process, enhance your shopping experience. It also helps you save your details, create wish lists and give feedbacks and recommendations to make the buying process better and more convenient.

 

Q      How do I create an emaxme.com account?

Click on the signup button on the right top corner of the page and follow the instructions that follow. It’s simple and hassle free!

 

Q      Do I need to register to shop?

No. You can always browse and purchase a guest in case you do not want to register with us.

 

Q      I am unable to remember my password. What do I do?

Simply click the ‘forgot my password’ button on the login page and follow the instructions. We’ll fetch you your password in no time.

 

Q      I did not subscribe to mails from emaxme.com. How do I unsubscribe?

In order to make sure our customers are informed about our best offers and services, all registered users are automatically included in our mailing list. In case you want to unsubscribe you can click the unsubscribe button at the bottom of the page.

 

Order Placing:

Q      I was unable to complete the purchase. What will happen to product?

We have saved your product in the cart. Simply login and complete the order.

 

Q      A product I want is out of stock. What do I do?

Simply add the product to your wish list (click on the notify me option). We will let you know the moment the product becomes available.


Q      How do I view my orders?

All your orders and related information are available in the “My Orders” tab under the “My Account” section.


Q      Can I cancel my order?

You have the option to cancel the order before the order is shipped. If the order has been shipped, do get in touch with our customer care.


Q      Will I get a confirmation mail when I complete my purchase?

Yes. After every successful purchase (after payment) you will get a confirmation mail along with the order number, order details and payment details. You will also get a text message which contains your order number.

Q      How do I track my order?

You can use the order number to track your order via our website or by contacting our customer care.

 

Payments

Q      How do I pay for an Emax purchase?

Emax offers you multiple payment methods. take all sorts of cards and payment methods, including these:

Online          

Select your favorite payment method from the convenient payment options we provide. When selecting Credit Card, fill out your card details. Once done, just click "Place Order".

 

Q      Are there any hidden charges when I make a purchase on Emaxme.com?

NO hidden charges. The prices listed for all the items are final and all-inclusive. The price you see on the product page is exactly what you pay. Delivery charges may be extra depending on the buyer’s discretion.

 

Q      Do you offer CoD right now?

No. We only accept cash payments in store for orders placed at that time.

 

Q      What is Emax’s Smartpay Plan?

With Smartpay, you can choose to pay in easy installments of 24 months with credit cards from the following banks:

  • Dubai Islamic Bank
  • Emirates NBD
  • Mashreq Bank
  • ADCB

 

Shipping and Delivery

Q      What are the delivery charges?

Delivery charges varies with the value of your single order.

The delivery charge for your purchase will be mentioned at the checkout page before placing the order. 
However, if you are our VIP/VVIP customer, there will be no delivery charges on your orders. For more details on VIP program, click here.

 

Q      What is the estimated delivery time?

Three delivery options are available:

Standard Delivery: An order placed will be delivered in 3-4 business days*. See program terms & details.

Same-Day Delivery: Order before 4 PM, and get your items delivered on the same day. Orders received after 4 PM will be delivered the next day. See program terms & details.

Express Delivery: Order before 4 PM and get your items delivered within 4 hours of your purchase. See program terms & details.

 

 

When can I get it?

Cost

Standard

3-4 business days

Free

Same Day

Delivered on the same day

Free

Express

Within 4 hours of purchase

75 AED

 

Q      I need to return an item, how do I arrange for a pick-up?

Returns are easy and can be done within 7 days of purchase. Initiate your return via our app, website or contact our customer care center 800-Emax (3629). You will receive a call explaining the process, once you have initiated a return. 
Wherever possible Emax will facilitate the pick-up of the item. In case the pick-up cannot be arranged through Emax, you can always visit the store to return it instantly.

 

Q      Where do you deliver?

We deliver across UAE. To find out if we come to your area, just enter your postcode on the page of the item that you want to buy. If you’d rather collect in-store of Emax, use our store locator to find your closest collection point.

 

Warranty and Returns

Q      I bought a product from Emax and I found that it is not working properly? What next?

We will accept return of the item within 7 days of your purchase if the item is not working or is found defective. If the product is found to be defective after 7 days from date of purchase, visit our service center you may call customer care at 800-Emax(3629) you can visit any of our stores to return the product. 

 

Q      What is your return/cancellation policy?

 To return an item you ordered:

  1. Go to the Returns Support Centre and click Return items. 
  2. Find the order you want to return. Select the item(s) you want to return. 
  3. Select an option from the Reason for return menu, and then add any additional information in the Comments box. Click on Continue. 
  4. Select your preferred return shipping method. You can choose from Self-Return or Emax pick   up (subject to availability based on your location). Click on Submit. 

 

Q      How long will my refund take to credit?

If you return your item directly to a store:

We’ll process your refund immediately. If you have paid by credit or debit card, the money could appear in your account in 3-5 business days.

If you return your item through an agent of Emax

We’ll process your refund as soon as the returned item arrives back and the refunds usually can take up to 5-6 business days.

Payment Method 

Refund Method 

Refund Time-frame

(After the return is received by Emax) 

Credit Card/ Debit Card 

Credit Card/ Debit Card 

3-5 business days

Cash on Delivery 

Payment to Bank Account 

 

5-6 business days


 









You can update the details of the bank account where you wish to receive the refund in the Your Account section when you are returning an item. 

You will need to update following information to enable us to process a refund to your account: 

  • The Bank Account Number
  • Account Holder's Name
  • Bank Branch
  • Bank Name

 The name on your Emax account should match with the name of the bank account holder. 

Q      I posted my item for a refund/return. How to know the status?

We’ll sort out your request on an immediate basis. You can also track your request using the request number below (online portal link can be provided to check the status of refund)

Q      Where do I go for service after my warranty expires?

You can visit our SmartCare centre at any of our nearby stores.

Q      What should I do if I have any concerns with the product during the warranty period?

You can visit any of our nearby stores and our staff would be more than happy to help you


Thank You!