Frequently Asked Questions:

Q: How do I track my order?

A: Live tracking is currently unavailable. The order status will be informed through email.

Q: Do you have same-day delivery/ express delivery?

A: No. Express delivery is not available at the moment.

Q: What should I do if I want to cancel my order?

A: Log in to your account – go to ‘My Orders’. Select the products for cancellation by choosing ‘Cancel your order’ & follow the procedure to cancel an order. Your refund will be initiated as soon as our Customer Service team receives your Cancel request. We will issue a refund onto the original mode of payment which will be processed within 5 to 10 business days depending on the issuing bank of the credit card. You can also opt for a store credit option during cancellation, which will be issued as a redeemable coupon code. Your order can be canceled any time before the order has been dispatched from our warehouse. Please note that a delivery charge of AED 30 will be deducted from you if your revised order amount after cancellation goes below AED 300. You will receive your updated invoice via your registered email.

Q: Can I receive a refund for returned items?

A: Yes, we will process a refund upon receipt of the returned/ faulty products, excluding any service charges paid, which will be processed within a 5 to 10 business days period. Refunds will be done either through the Original Mode of Payment or as a redeemable Store Credit Coupon code.

Q: What do I do if part of my order is missing or receive damaged goods?

A: We kindly ask that you inspect your package as soon as it is delivered. If there are any faults or missing items, you must inform us by email or telephone as soon as possible. In case of faulty products, any damaged item should not be thrown away. Kindly login to your account, opt for replacement and follow the procedure. We will inspect the issue and get back to you.

Q: How do I pay for my purchase?

A: We accept payments through Cash and Master Card & Visa – debit & credit cards, we also support Apple Pay & Google Pay.  All payments will be processed in ‘AED’.For cash on delivery, a service charge of AED 5 is applicable for all purchases. Payment for COD is only available for deliveries & will only be accepted in the local currency (United Arab Emirates Dirhams), as displayed during checkout.

Q: Do you charge VAT or TAX?

A: As per UAE law, a 5% VAT will be charged on all products and 50% on any product with added sugar or other sweeteners. Necessary details will be mentioned during the purchase.

Q: What do I do if I do not receive an order confirmation email?

A: Kindly check your spam or junk mail, if it is still not there, you can contact our customer service at +971 4 266 335 or send an email to sales@lacrema.ae and we will check the status & send the confirmation mail again.

Q: How do I complete my order, if my payment did not go through?

A: Please check your bank account balance if the amount was deducted. If not, try making the payment again or you can contact our customer service at +971 4 266 3355 send an email to sales@lacrema.ae and we will help you solve the issue.