FREQUENTLY ASKED QUESTIONS
Q: How do I make a purchase?
A: It’s easy:
- If you know what you are looking for, use the 'CLOTHING', 'SHOES' and 'BAGS' links. You can also shop by browsing the 'JOURNAL' section or directly by 'DESIGNERS'.
- Once you have found an item, select your size and use the 'ADD TO SHOPPING BAG' button underneath.
- Review the items in your shopping bag by selecting the 'SHOPPING BAG' link at the top of the page.
- Click on 'PROCEED TO PURCHASE' to complete your order.
Q: Do I need an account to place an order?
A: You don't need an account to complete a purchase. However, if you register with us, you will benefit from the following:
- Request your return or exchange directly from your account
- Be notified when new stock arrives
- Save your address and card details for faster shopping
- Manage your account details, order history and email preferences and see order status
Q: What payment method does elmuda.com accept?
A: We accept Visa, MasterCard, debit cards, Cash on Delivery as well as PayPal. The cardholder’s billing address will be requested for security purposes.
Q: Is it safe to use my credit card online?
A: All payments are processed through a secure checkout system provided by PayPal. Rest assured that we at elmuda.com take your security very seriously; therefore, your details are safe with us. If you would prefer to place an order by telephone, you can call Customer Care at +962777776822, 24 hours a day, seven days a week.
Q: Where can I find your size guide?
A: The size guide can be easily found under the details of every product.
Q: Which countries does elmuda.com ship to?
A: We ship to Jordan, Lebanon, UAE, KSA, Qatar, Bahrain and Kuwait.
Q: What is the delivery time and what are the shipping costs?
A: Delivery between 9am-5pm, Sunday to Thursday. Expect to receive your purchases within 5 working days after your order has been accepted.
Q: Will my package be charged custom duties and taxes? If so, how much?
A: Taxes and duties are calculated according to your shipping destination. The prices on your page include taxes and custom duties. Your package will be shipped on a DDP (Delivered Duty Paid) basis, unless stated otherwise. For more details please read the “Shipping Information” at the bottom of our page.
Q: How can I track my order?
A: You can track your order by following the link found in your Order Confirmation email or in your account in elmuda.com. This will provide you with the latest updates on the status of your order.
Q: How do refunds and exchanges work at elmuda.com?
A: It's easy:
- Returns can be collected from your home, work or alternative address
- Send us an email to Help@elmuda.com and we will send you a courier service to pick up your item and refund you. You will be notified by email once your return has been received and processed
- Your refund will either be credited through the original payment method or elmuda.com account and will include shipping costs for faulty items or for orders cancelled under the ICACRs only. Shipping costs will not be refunded for items returned using our free collection service
- Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers
Q: What should I do if my order hasn’t been delivered yet?
A: Your tracking link found in your Order Confirmation email will provide you with up-to-date information on the status of your order. If your estimated delivery date has passed and you still have not received your order, contact our Customer Care department immediately.
Q: Can I buy a gift voucher; if so, how?
A: Elmuda.com gift cards are available in USD (United States Dollar) and you can choose from the following options:
BOXED GIFT CARD
- Include the recipient's name, address and a personal message (optional)
- Once payment has been taken, the gift card will take 5 working days to be delivered to you or the receiver and will arrive in elmuda.com packaging
VIRTUAL GIFT CARD
- Select a gift card amount
- Add the recipient's name, email address and a personal message (optional)
- The virtual gift card will be sent to the receiver as soon as we have accepted your order and taken payment. You will in turn receive a dispatch confirmation email
For assistance placing your gift card order, email email@example.com; we are available 24 hours a day, seven days a week.