Store policies

Delivery policy

We deliver all over Pakistan through trusted courier companies.

• Delivery charges: Rs 250 in Karachi, Lahore, Islamabad and Rawalpindi. Rs 300 for all other cities.
• Delivery time: usually 3 to 5 working days after your order is confirmed. Remote areas can take longer.
• Order confirmation: after you order, we message you on WhatsApp to confirm your details. Orders that we cannot confirm may be cancelled.
• Cash on delivery: please keep the exact amount ready for the rider.
• JazzCash and Easypaisa: your order is processed after we verify your payment.
• Refused parcels: if a parcel is refused without a valid reason, we may decline your future orders.

Returns and exchange policy

Wrong, damaged or defective items

Message us on WhatsApp within 48 hours of delivery with clear photos, or a short unboxing video if you have one. We will replace the item or refund you after checking.

Change of mind

Items that are unused, unopened and in original packaging can be returned within 3 days of delivery. The customer pays the return delivery charge. Hygiene and personal-care items cannot be returned once opened.

Refunds

Approved refunds are sent to your JazzCash or Easypaisa account within 5 to 7 working days. For cash on delivery orders, we will ask for your wallet details.

To start a return, contact us at hello@ema.pk or on WhatsApp at 0300 0000000 with your order number.

Privacy policy

We respect your privacy. This page explains what we collect and why.

What we collect

• Your name, phone number, delivery address and city when you place an order.
• Your order details, including payment method and transaction ID for wallet payments.
• Basic visit information through advertising tools, such as the pages you view.

How we use it

• To confirm, pack and deliver your order, and to contact you about it on WhatsApp or by phone.
• To prevent fake orders and fraud.
• To measure and improve our advertising on Meta (Facebook, Instagram) and TikTok.

Who sees it

Your order details are stored in our private Google account. We share your name, phone number and address with our courier so they can deliver your parcel. We never sell your information.

Cookies and ad tools

Our store may use Meta Pixel and TikTok Pixel. These use cookies to measure ad results. You can block cookies in your browser settings.

Your choices

You can ask us to correct or delete your information at any time by writing to hello@ema.pk.

Terms of service

• By placing an order on ema.pk you agree to these terms and our other policies.
• All prices are in Pakistani rupees (PKR). Prices and stock can change without notice.
• An order is accepted only after we confirm it. We may cancel or decline any order that cannot be verified, has incorrect details, or is out of stock. Paid orders that we cancel are fully refunded.
• Product photos are as close to the real item as possible. Slight colour differences can happen because of screen settings.
• Coupon codes cannot be combined and can be changed or withdrawn at any time.
• You must provide correct and complete delivery details. We are not responsible for delays caused by wrong addresses or unreachable phone numbers.
• These terms follow the laws of Pakistan.

Questions? Write to hello@ema.pk or message us on WhatsApp at 0300 0000000.