Frequently Asked Questions
Soon we will deliver across UAE but currently we deliver only to the areas listed on our delivery areas page.
Online payment as well as cash on delivery both options are accepted.
You will receive a confirmation email/SMS once the order has been placed.
The time slot you have chosen your order will be delivered promptly on those times. Though sometimes our drivers are delayed by traffic, bad weather, or other factors we can’t control.
Yes, of course! Simply place your order and select “in-store pick up” at the checkout. Our staff will have chosen the freshest produce and carefully packed your order without charge, and it will be ready for you to collect at your convenience.
Deliveries within Dubai are free for orders above 100 AED. We charge a flat rate of 15 AED on purchases below 100 AED.
Yes. We can deliver to your work or any address within our delivery range. We cannot deliver to a P.O. Box.
If you change your mind, you can cancel or change your order within 30 minutes from placing it. Just send an email at firstname.lastname@example.org with the reference number of your order. Your transaction will be refunded using the original method of payment. However after 30 mins the online transaction charges will not be refunded also the cost of delivering will apply if the product has been shipped. The Empress Market will not be able to cancel orders that have already been shipped.
We’re happy to leave your order with a maid, a security guard or a friend if necessary. You can leave us instructions when completing your order. If your order contains perishable food items, please also alert the person who is receiving the order on your behalf, so they can take appropriate measures to store the items at the right temperature after delivery.
Depending on the overall delivery schedule, the driver might get in touch with you to try a second attempt on the same day. If you miss it, the items will be returned to our warehouse and we will schedule a delivery for the next day, which will be charged as a new delivery.
Our products are mostly fresh or frozen and have to be stored in a temperature-controlled environment. Therefore we cannot accept returns.
Hopefully, this never happens. However, if any item is missing please let us know and we will be happy to track this down for you and process a refund. Just send an email to email@example.com with the reference number of your order or give us a call on 042228834 and we will get in touch with you.
Hopefully, this never happens. However, if you are not happy with one of the items, get in touch with us and we will assist you. Just send an email to firstname.lastname@example.org with the reference number of your order and we will get in touch with you.
Depending on the reason we will either replace or refund the products:
- We sent you the wrong product – We will be happy to replace or refund the wrong products.
- The product is defective – We are happy to replace the products at our expense. We will only process replacements for products that are returned in full and kept refrigerated where applicable, as these products will be analyzed.
- The product has been damaged in shipping or tampered with – We will be happy to replace the products at our expense or refund them, provided that you immediately inspect the shipment upon delivery and notify the delivery person of the issue right away.
We will process refunds through the original payment method.