FAQ

Please contact Emesa Home within 6 hours of placing your order if you need to request a change or cancellation. We will make reasonable efforts to assist you before fulfillment begins. However, changes and cancellations cannot be guaranteed once processing has started. Applicable consumer protection rights remain unaffected.

Contact us as soon as possible, preferably within 6 hours of placing your order. We will try to correct the address before shipment. Once an order has been processed or shipped, corrections may not be possible.

If your order arrives visibly damaged, incorrect, incomplete, or materially different from its description, please contact us as soon as possible.

Customers must report visible damage, incorrect items, or missing products or components within 3 calendar days of delivery to qualify for our standard voluntary resolution process.

Claims submitted after this period may still be reviewed depending on the circumstances. This reporting requirement does not limit any rights or remedies available under applicable consumer protection laws.

Emesa Home may offer promotional discounts and special offers. Some promotions may have minimum purchase requirements, expiration dates, or other conditions. Please review the terms of each offer and confirm that the discount appears at checkout.

Yes. Emesa Home offers free standard shipping on all orders to our available shipping destinations. Any applicable import duties or taxes are separate from standard shipping charges.

Orders normally require 2–3 business days for processing before shipment. Delivery estimates begin after processing and may vary depending on the destination.

Estimated standard delivery times after processing are:

• Canada: 8–12 business days
• United States: 6–12 business days
• Australia: 8–13 business days
• Singapore: 6–11 business days

These delivery times are estimates, not guarantees. Customs processing, carrier disruptions, weather conditions, and seasonal demand may cause delays.

View our Shipping Policy

Once your order ships, tracking information will be sent to your email address when available. You can also check its progress through our tracking page.

Track Your Order

First, check your order tracking information. If your delivery is significantly delayed, tracking has stopped updating, or the package appears lost, please contact our customer support team with your order number.

We will review the available shipping information and help determine the appropriate next steps.

Emesa Home offers a voluntary resolution process for eligible product issues, including items that arrive visibly damaged, incorrect, incomplete, or materially different from their descriptions.

Visible damage, incorrect items, and missing products or components must be reported within 3 calendar days of delivery under our standard voluntary resolution process.

We aim to complete the review and resolution of eligible requests within 30 calendar days after receiving the report. This is a target timeframe and may vary depending on the circumstances.

We do not generally accept voluntary change-of-mind returns. Applicable statutory consumer rights remain unaffected.

Sign in to your Emesa Home customer account, open your order history, select the relevant order, and choose Request return if the option is available.

Return requests are reviewed before approval. If the option is unavailable, please contact customer support.

Open Your Customer Account

Please provide your order number and a clear description of the issue. Depending on the circumstances, we may request reasonable supporting information, such as photographs, video evidence, or packaging details.

We may also request additional information during the review process. Statutory consumer rights remain applicable.

Whether a physical return is necessary depends on the circumstances of your request.

Emesa Home may request a physical return or reasonable supporting evidence when reviewing eligible claims. If a return is required, our team will provide instructions and explain the applicable shipping arrangements.

Please do not send products back without receiving return instructions.

For approved refunds under our voluntary policy, we aim to initiate the refund within 14 calendar days after approval, or sooner where required by applicable law.

Your financial institution may require an additional 3–10 business days for the funds to appear in your account.

Read our Return & Refund Policy

Depending on how you interact with Emesa Home, we may collect contact details, order information, shipping addresses, customer support communications, and website usage information.

Payment information is handled through payment and commerce service providers. Additional details are available in our Privacy Policy.

We may share certain information with service providers and business partners that help operate our store, process payments, fulfill orders, provide customer support, analyze website performance, and support advertising.

These services may include Shopify, payment and shipping providers, Google, and Meta. Certain advertising-related data sharing may be subject to privacy choices or opt-out rights depending on your location.

You may manage certain cookie preferences using the privacy controls available on our website. Eligible visitors may also have access to additional data-sharing opt-out options.

You can contact us to request access to, correction of, or deletion of personal information, subject to applicable law.

Read our Privacy Policy

Yes. You can unsubscribe from marketing emails at any time using the unsubscribe link included in eligible marketing messages.

You may still receive essential transactional communications related to your orders or account.