FAQ's

MY ACCOUNT

DO I NEED TO HAVE AN ACCOUNT TO SHOP WITH YOU?
No, you don’t need an account to shop with us, but setting up an account will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account at the checkout page.

HOW DO I SIGN UP/CREATE AN ACCOUNT AT EMRAL.PK?
Please click on ‘Sign in’ followed by ‘Create an account’ and fill in your personal particulars. If you experience any difficulty, kindly call our customer service and we will be pleased to assist you.

I FORGOT MY PASSWORD, HOW CAN I RETRIEVE IT?
Please click on ‘Forget password’ which is available at the ‘Sign In’ page. Enter your email address and click on “Submit”. A set of instructions to reset your password will be sent to your registered email. After your credentials have been verified, you will be able to create a new password.

HOW CAN I EDIT/UPDATE MY ACCOUNT DETAILS?
Please sign in and click on ‘My Account’. You will be able to edit/update your particulars.

HOW CAN I EDIT/UPDATE MY SHIPPING AND BILLING ADDRESS DETAILS?
Please sign in and click on ‘My Account’. You will be able to edit/update your particulars in your account and save it for future orders. If you wish to change the delivery address for a placed order, please contact our customer service immediately. We will make the requested changes if the order has not been processed.

WHAT ARE THE BENEFITS OF SIGNING UP AN ACCOUNT WITH YOU?
By signing up an account at our store, you will be able to access and manage your account information easily. This includes:

  • Changing your password
  • Updating your billing or shipping address
  • Checking your order status
  • Viewing your complete order history
  • Managing your e-mail preference settings
  • Updating your address book

ORDER

HOW CAN I PLACE AN ORDER?
In order to place an order with EMRAL, you will be required to:

  • Sign in to your online account
  • Shop for the items you want
  • Add the items to your Shopping Bag
  • Proceed to checkout
  • Enter billing and shipping information
  • Provide payment information
  • Review and submit your order
  • Check your order status

HOW WILL I KNOW IF EMRAL HAS RECEIVED MY ORDER?
After you place your order, you will receive an acknowledgment email from EMRAL to confirm that your orders have been well-received. Next working day, local customers (within Pakistan) will receive a phone call from our department to confirm your order. If we have not heard back from you within 3–4 days of your order, we will cancel the order and refund the amount where applicable. Orders will only be shipped once your credit card payment has been approved, and in the case of COD orders, your billing and delivery address verified. Alternatively, you may check the status of your order through “My Account”.

I DID NOT RECEIVE ANY SALES ORDER SUMMARY, WHAT DOES THAT MEAN?
A sales order summary is an auto-generated email from EMRAL.

acknowledges the order you placed. You should receive this order summary within 15 minutes upon placing your order (please make sure that the e-mail is not sent to your junk folder). If you did not receive an order summary within 15 minutes after placing your order, this means that we have not received your order and no payment has been received by EMRAL. You are then required to make a new order. Alternatively, you may sign in to your account to access My Orders page to view whether your order is received by us.

THERE’S A MISSING ITEM IN MY ORDER, WHAT SHOULD I DO?
If there is any missing item(s), please contact at +92 3291022587.

HOW WILL I VIEW MY ORDER DETAILS AND HISTORY?
Please sign in to “My Account” to view your order history. Click on the order you wish to view to see the details.

HOW DO I TRACK MY ORDER STATUS?
The order tracking status will be emailed to you. If you wish to know more about the order status, you may please follow the tracking link.

AM I ABLE TO TRACK MY ORDER?
Yes, when we dispatch your order for delivery you will receive a tracking link via email. Once you receive this tracking link, you can check the delivery status of your shipment.

CAN I CANCEL MY ORDER?
Unfortunately, we are unable to cancel an order once it has been processed. We do our best to ensure fast delivery and it would be advisable to check your order before placing it.

CAN I AMEND MY ORDER?
Unfortunately, we are unable to amend an order once it has been processed. This includes changing the size/color of an item, removing an item, changing the payment methods or delivery mode.

CAN I ADD ITEMS TO AN EXISTING ORDER?
Unfortunately, it is not possible to combine orders or add items to an existing order after your order has been processed.

MY ORDER WAS CANCELLED DUE TO ONLINE SECURITY, HOW CAN I GET MY MONEY BACK?
We regret to know that your order was cancelled due to Online Security Measures. This is a security measure to prevent fraudulent transactions from going through and to protect our customers from being victims of fraudulent activities. However, please note that we have not captured any payment from you when we cancel your order, hence, the amount will not be charged to you. If charged, the amount will be reversed back to the card that was used. In case your bank statement says there is a charge on your account, then please share the transaction reference through email at emral.pkofficial@gmail.com so we can double-check it. If we’re still unable to find the transaction, then you will have to contact your bank for it.

I TRIED TO CHECK OUT AND THE ITEM IN MY SHOPPING BAG DISAPPEARED?
Placing an item in your shopping cart does not guarantee your purchase of the item. Until you have completed the checkout process, another customer may have purchased the item. If that happens, you will receive a message on the shopping cart page informing you that the item is no longer available and that you should remove it from your cart.

WHEN I PLACE AN ITEM TO MY SHOPPING BAG, IS THE ITEM PLACED UNDER MY RESERVATION?
Placing an item in your shopping cart does not guarantee your purchase of the item and does not mean that the item is reserved for you. Until you have completed the checkout process, another customer may have purchased the item.

ONLINE SECURITY

WHAT IS ONLINE SECURITY FRAUD SCREENING?
Online Security Fraud screening is EMRAL’s initiative as a preventive measure against credit card fraud transactions. It aims to protect our customers from unauthorized and fraudulent dealings.

WHY SHOULD I SEND YOU MY PERSONAL INFORMATION?
Due to high risk or credit card fraud, EMRAL may request additional information for payment verification. We will not be able to process your orders if we do not receive the required documents. In order to avoid delays with your order, we suggest that you scan the documents and send them via email so that they are clearly legible. Alternatively, you may take a clear photo of the documents requested if scanning is not available.

IS MY PERSONAL INFORMATION KEPT SECURED?
All relevant pieces of information submitted by our customers will be kept secured and confidential. Only limited and authorized personnel have the rights to access this information. At no point will we share, rent or sell your personal information without your consent.


WILL I RECEIVE ONLINE SECURITY EMAIL EVERY TIME I PLACE MY ORDER AT EMRAL.PK?

Online Security is meant for every order; however, the verification process is ideally for one-time verification purposes. In your next or future purchases, if you are using another credit card or other account information such as billing address or shipping address, your order will be subject to Online Security verification again.

Depending on how fast you respond to the Online Security email and the validity of the submitted documents, your order may or may not experience delivery delays. However, please note that once we receive your documents, we will try to process the order as soon as possible.

Failure to respond to the Online Security verification process within the given timeline will result in automatic order cancellation. If we do not receive any response to the online security verification within the given timeline, your order will be canceled automatically.

Currently, we are unable to ship to any PO Box, military, or protected areas/locations. Shipping charges for failed delivery attempts to restricted areas will be borne by the buyer. Please note that we cannot publish all restrictive measures imposed by your country of delivery as they depend on your country’s customs and restrictions. Before making any purchase, we encourage you to check with your local customs on their regulations. You might want to ask about:

  • Any limit on the quantity to import the items
  • Any limit on the value to import the items
  • Restrictions to the material that you are interested to purchase
  • Tax and duties you need to incur for importing the items

If for some reason, there are any items that cannot be exported and/or imported into your choice of delivery destination, you might still be able to checkout and pay for the items to be delivered. In such cases, the shipper bears the responsibilities for non-delivery. For example, shipping charges incurred on sending to the intended delivery destination and for the return of goods to EMRAL will be borne by the buyer.

Undeliverable Packages

EMRAL believes all our online shoppers are responsible shoppers and have a strong support and interest in our fashion products. However, due to negligence and irresponsible acts from a minority of shoppers, our delivery agents may deem a package undeliverable for one or more reasons. Under such circumstances, customers are responsible for paying all incurred taxes and the shipping charges for attempted delivery and return shipping charges. Refunds after deduction for the chargeable shipping charges and taxes shall then be returned to the credit card used for the purchase. This check stresses the importance of accurate delivery information.

What Happens If an Incorrect Address Is Provided for the Delivery?

If the address is incorrect or outdated, the package will be returned to us by the delivery agent or the unintended recipient. Please check your address carefully when placing a new order. Please also take note of the country in the provided shipping address field. To remove an outdated or incorrect address from your account, please log on to your online account. If no one is available at the delivery address to receive the products, the delivery agent will leave an “unable to deliver” note at the address, and the recipient should follow the instructions on that note to arrange redelivery of the products.

How Is the Delivery Processed?

Most of our delivery agents make two attempts to deliver a parcel, and they might require a signature upon delivery of the parcel. It is generally up to the delivery agent’s discretion to determine whether a signature is required. The delivery agents will attempt to contact the recipient at the given contact number to rearrange a delivery. However, this may be unsuccessful if the contact number is unreachable. Please indicate the country code and area code clearly when placing an order. If the recipient failed to receive the package after the delivery agent’s delivery attempts, the package will be returned to us.

What Should I Take Note of When the Order Is Intended as a Gift?

If a recipient is not expecting a gift, they may refuse the package if they believe it was sent to them in error. You may wish to let the recipient know that a surprise is on the way. Undeliverable package charges will be borne by the buyer.

Is There a Guaranteed Date Which I Can Receive My Order On Time?

Currently, we are unable to guarantee a delivery date. The delivery period is subject to payment authorization, fraud screening, and availability of stocks. On some occasions, we may request some forms of payment verification or source for the best available piece within our storage locations to fulfill your shipment. If you need to receive the items urgently, we suggest you contact +92 3291022587. We will try our utmost to place your order on priority.

I Received a Defective Item, What Should I Do?

Defective items can only be returned to EMRAL Office, subject to the item being returned in its original condition with the original tags and tickets within 7 days of delivery. It is important that customers check their outfits upon delivery to avoid any damage. There are strictly no refunds via cash/credit card; a discount code will be offered instead. Sale items cannot be exchanged in retail stores or online.

I Received an Incorrect Item, What Should I Do?

Incorrect items received can only be returned to EMRAL’s Office, subject to the item being returned in its original condition. International orders cannot be returned or exchanged.

I Receive an Error When Placing My Order, What Went Wrong?

Kindly send a screenshot of the page where you experience the error, or a copy of the error message, and send it to +92 3291022587 for further assistance.

Is the Pricing Policy the Same as Retail Stores?

Please note that the pricing policy differs for each delivery destination and country. In very rare cases, there might be price errors, and EMRAL shall not be liable for any errors in the pricing of items purchased online from us. If there are any changes, our customer care team will contact the buyer before proceeding with the order.

All prices displayed are not inclusive of any shipping charges or duties. Shipping charges will be computed and shown on the checkout page after the shipping mode is selected. However, we are offering Free Shipping within Pakistan.

Certain countries attract custom duties & taxes, which vary by country. The final price on the invoice is exclusive of government taxes and duties that may be applied, and as such, these are payable by the buyer.

PRICE ADJUSTMENTS
Any form of price adjustment to orders is not applicable.

PROMOTIONS
WHAT KIND OF PROMOTIONS WILL EMRAL HAVE?
On some occasions, EMRAL may introduce special promotions and discounted items on the website, at a limited time offer or while stock last basis. We might also issue special coupons and vouchers which you can use for your future orders. However, we would like to inform you that no price adjustment in any form will be provided for previous orders.


WHAT ARE THE TERMS AND CONDITIONS FOR PROMOTIONS?
All promotions on the website are subjected to terms and conditions. Every promotion may comprise of different terms and conditions and we suggest you read, understand and agree to all the terms before utilizing the promotion tools. Promotions include but are not limited to discount coupons, discount voucher, bundle buys, complimentary gift with your purchase or free shipping. Promotions are always set with a time frame and with an expiry date.


WHAT HAPPENS IF THE PROMOTION THAT I WOULD LIKE TO HAVE HAS EXPIRED?
All promotions on the website are subjected to terms and conditions. We are unable to allow you to use any promotion that has expired.


WHAT IS THE DIFFERENCE BETWEEN PROMOTIONS AT EMRAL AND IN RETAIL STORES?
EMRAL may run exclusive online promotions that are not available in the retail stores.


ONLINE SAFETY AND SECURITY TIPS
WHAT SHOULD I TAKE NOTE AS AN INTERNET USER AND ONLINE SHOPPER?
Here at EMRAL we concerned about the safety and security of our customers. We have placed a number of technological protections in place to ensure that our transaction process is extremely safe and that our customers information is secure. Additionally, we take a number of steps to help ensure that our third-party seller platforms are safe and that our sellers are of the highest quality.
EMRAL has developed the following guidelines to help ensure that your online shopping experience is safe and secure.


PROTECT YOUR PASSWORDS
o If using a public computer or terminal, always log out when you complete an online session.
o Keep your passwords private. Remember, anybody who knows your password may access your account.
o When creating a password, use at least 6 characters, preferably alphanumerical. If possible, please include characters of both upper and lower case.
o Do not use dictionary words, your name, e-mail address, or other personal information that can be easily obtained. It is also recommended that you frequently change your password.
o Avoid using the same password for multiple online accounts.


BE WARY OF UNSOLICITED E-MAIL AND TELEPHONE CONTACTS
EMRAL will never e-mail or call a customer and ask that they disclose or verify their account password, full credit card number/image, or banking account number completing an order. Such information should only be submitted when completing an order online, contacting EMRAL directly, or when making updates to My Account. If you receive a suspicious e-mail with a link to update your account information, do not click on the link, instead, go directly to our store and then to your account.
If you are contacted by, or receive an unsolicited e-mail from an unknown entity, and are asked to confirm or provide your password or personal or banking information, disregard the request and contact us at +92 3291022587.
Please note, we may need some of your card information and national ID card picture to confirm your identity where our system asks us to check for fraudulent cases. We will never ask for complete card information.


DISCLOSURE OF INFORMATION
EMRAL does not sell, rent or trade to third parties any personal information you provide to us online, nor do we give such information to third parties except to the other EMRAL Group of companies, or to third parties with whom we contract to assist us in maintaining and organizing our customer information in order that we may fulfil promotional offers and communicate with you. We do not authorize those third parties to make any other use of your information. From time to time, when we offer sweepstakes, contests or promotions, or when another company joins in a promotion or contest with us, participants may be asked to provide certain personal information in order to participate. Information provided by customers who choose to participate may be used by us and by any company offering the contest or promotion to notify winners or to fulfil the promotional offers. When you choose to participate in any sweepstakes, contests or promotions, or request to receive e-mail, promotional offers or product updates, you give us permission to use your personal information for marketing and promotional purposes. We may also use and share with other companies aggregated information about your demographics and your use of our website in a manner that does not reveal your personal identity. At times, your personal demographic and user information may be combined with data from third parties and disclosed in an aggregated form.


FORCE MAJEURE
No delay or failure in performance by EMRAL shall constitute default here under or give rise to any claim for damages if, and to the extent, such delay or failure is caused by Force Majeure. Force Majeure is an occurrence
o beyond the control and without the fault or negligence
o which EMRAL are unable to prevent or protect against by the exercise of reasonable diligence, including acts of God or public enemy, expropriation or confiscation of facilities, changes in applicable law, war, acts of terrorism, rebellion, civil disturbances, sabotage, riots, floods, or unusually severe weather; fire explosions or other catastrophes; strikes or any other concentrated acts of workers or other similar occurrences
o And of such an intensity or gravity as to prevent the performance of its obligation for the time being. The user agrees that if EMRAL is delayed in performance of the work by Force Majeure, the user will promptly notify EMRAL. The user shall use all reasonable efforts to mitigate the effects of a Force Majeure event forth with and without any delay.


LIABILITY FOR VERIFICATION, IDENTITY
EMRAL shall not be responsible for investigating, identifying, screening, verifying the credentials and/or the identity of, or any information whatsoever provided by, a person purchasing any product(s) or making payment(s).


LIMITATION OF LIABILITY
o You agree and acknowledge that EMRAL shall not be liable and shall in no way be held responsible for any loss or damage due to negligence, willful misconduct, act or omission that may arise / carried out.
o Under no circumstances shall EMRAL be liable to the user or any third part for indirect, incidental, consequential, special or exemplary damaged, arising from the products or any other provision of this terms and conditions, such as, but not limited to, loss of revenue or anticipated profits or lost business, costs of delay, services delay or liabilities to third parties arising from any source.
o EMRAL has no obligation to attempt to monitor or regulate the quality, suitability or content of the products and you agree to hold EMRAL harmless in the event of any claims with respect to problems with the Products.

INDEMNITY
The user agrees, at his/her own expense, to indemnify, defend and hold harmless EMRAL, its subsidiaries and affiliates, and any of their directors and employees, representatives and / or agents against any claim, suit, action or other proceeding brought against them by you or a third party, to the extent that such claim, suit, action or other proceeding brought against such person is based on or arises in connection with any action of EMRAL including but not limited to:
o A violation of the terms and conditions hereof by EMRAL
o Any use of the services provided by EMRAL
o Any misrepresentation or breach of representation or warranty made by EMRAL