FAQs
FAQ
Delivery
How can I track my order?
An email will land in your inbox as soon as your order is shipped, replete with all tracking particulars.
We also recommend opening an account where you can easily check the status of your order and find the tracking link once the order has been dispatched.
We endeavour to deliver your wonderful purchases as swiftly as possible. They’ll arrive by courier, and a signature will normally be required.
UAE Delivery
- Goods are delivered within 5 working days from the day you place an order to purchase the Goods.
- Deliveries will be made by Elite courier to the address stipulated in your order. You must ensure that someone is present to accept the delivery.
- If we are not able to deliver your Goods within 5 days of the date of your order, we shall notify you by e-mail to arrange another date for delivery.
- Goods are sent at our risk until signed for by you or by any other person at the address you have given to us.
- All Goods must be signed for on delivery by an adult aged 18 years or over. If no one of that age is at the address when the delivery is attempted the Goods may be retained by the driver. When your Goods arrive, it is important that you check immediately the condition and quantity. If your Goods have been damaged in transit, you must refuse the delivery and immediately contact us so that we may dispatch a replacement quickly and minimise your inconvenience.
Global delivery
Faq
Returns
What shall I do if I receive a faulty or damaged item?
If your package is visibly damaged on delivery, please tell the courier delivering your goods that you wish to sign as “received damaged”.
You should check all products you receive against your order promptly and if you discover that a product or products are damaged after delivery, it is advisable to let us know as soon as possible.
You can send us an e-mail to marketing@emperor-blue.com, with your order number, the items affected and any images you may have of the damage and or fault.
To investigate any potential quality issues, we will require faulty items to be returned. We will of course replace or refund any affected item(s) in this case, post return.
Please note we are not liable for wear and tear and/or accidental damage post delivery.
Can I return my purchase?
You can make a return at anytime within the 30 day period from the date you placed your order with us (If you are a member of the Olfactive Society, this is extended to 90 days).
Please note:
- Refunds include the retail price of the returned product shown on the verified dispatch note
- Refunds can only be credited to the original method of payment
- We will only accept returns of the products complete with the accompanying gift with purchase
- Bulk, automated or third-party claims cannot be accepted
- We recommend to obtain and keep your proof of postage until your return is finalised
If your return does not comply with the above and our terms and conditions,we will be unable to reimburse you for the cost of the product(s).
Store purchases
If you are unable to return in store, please get in touch with our consumer services team.
UAE Returns
We hope you are delighted with your purchase. But if you are not, you can make a return within the 30 day period from the date you placed your order with us.
If you wish to make a return something you bought from our website and you live in the UAE, please contact us on marketing@emperor-blue.com.
Be sure to include both or one of the following:
- Your original shipping note
- A cover letter with your contact details and order number
Upon notification of your return arriving back to our facilities, we aim to have your return processed within 14 days.
If your return does not comply with the above and our return terms and conditions, we will be unable to reimburse you for the cost of the product(s).
International Returns
Return Eligibility:
1. You may return your product within 30 days from the date of delivery.
2. The item must be unused, in its original packaging, and in perfect condition. Any opened or partially used items cannot be returned due to hygiene and safety reasons.
3. A copy of the original invoice or receipt must be included in the return package.
How to Initiate a Return:
To start the return process, please reach out to our customer service team at marketing@emperor-blue.com. Provide your order number and details regarding the product you wish to return.
Refund Process
1. Once we receive your returned item, it will be inspected to confirm it meets the criteria for return.If approved, your refund will be processed, and a credit will be applied to your original payment method within 7-14 business days.
Exchanges:
Currently, we do not offer direct exchanges. If you would like a different item, please initiate a return for the item you wish to return and place a new order for the desired product.
Non-Returnable Items:
Please note that gift cards and promotional items are non-returnable.
Customer Support:
If you have any questions regarding our return policy or need assistance, please contact our customer service team at marketing@emperor-blue.com. We are here to help!
What shall I do if I receive an incorrect item?
Oops! If we have sent you an incorrect item, please let our Consumer Services team know, by submitting a request at marketing@emperor-blue.com with your order number, the item affected and any images you may have of the incorrect item and we will replace once returned. Please note, we may request the return of the item(s) affected.
You should check all products you receive against your order as soon as possible and if you discover you have received and incorrect item, it is advisable to let us know as soon as possible.
How long will it take for me to get my refund?
We endeavour to process refund requests as swiftly as possible. Once your return has arrived back to our facilities your refund will be sent for processing. We recommend you get proof of postage and keep it safe until your return is finalised. Please feel free to contact us at marketing@emperor-blue.com with a copy of your return's receipt once the parcel has been posted.
You will be refunded to your original form of payment within fourteen (14) days of receipt of your returned product(s) to our facilities.
Faq
Order
How can I track my order?
An email will land in your inbox as soon as your order is shipped, replete with all tracking particulars.
We also recommend opening an account where you can easily check the status of your order and find the tracking link once the order has been dispatched.
We endeavour to deliver your wonderful purchases as swiftly as possible. They’ll arrive by courier, and a signature will normally be required.
Order confirmation
After you place an order, you will receive an e-mail from us acknowledging that we have received your order. This does not mean that your order has been accepted.
We will confirm our acceptance of your order by sending you an e-mail that confirms your order has been dispatched (shipping/dispatch confirmation). It is at this point that the contract between you and us for the sale and purchase of your goodies, ordered by you, begins.
If you have not received your confirmation email within 24 hours or dispatch email within 3 working days after placing a successful order, please kindly check your spam and/or junk folders before contacting us.
Can I cancel or amend my order?
Order cancellations:
It is not possible to edit your order once it is placed, however, you may be able to cancel it.
Our teams work hard to pick, pack and dispatch orders as soon as possible, so please note your cancellation request is time sensitive and not guaranteed. To request a cancellation, please submit your request at marketing@emperor-blue.com. Be sure to include you order number and full name.
Please note, we do not capture payment until your order has been dispatched. If your cancellation request is successful before dispatch, you will not be charged.
Order amendments:
At checkout, please check your order details before finalising your order. You can review your basket at step 1 and step 3 of checkout.
Please note once your order is placed, we are unable to add items or remove items. Do take some time at these stages to ensure your order is correct.
Delivery address changes:
We are unable to guarantee any requested changes to your delivery address after your order has been placed. However, please get in touch and we would be happy to look into this for you.
Please note we are unable to change the delivery method after your order has been placed (e.g. upgrade to express service).
Can I place an order over the phone?
We are currently not taking orders over the phone. However, if you need any support placing an order online, do let us know by submitting a request