Frequently Asked Questions

What is the delivery turnaround time for any purchase made online?

We commit ourselves to deliver your shipment within 72 hours maximum,however depending on the size and the type of the product (bulky items like bedroom sets or wardrobes that needs fixing and installation) , it can take maximum 5 days to deliver and fix.

Is the delivery FOC and what is the minimum amount of purchase is required for FOC delivery?

For delivery and fixing any furniture if the amount is less than 500 then additional 100 AED will be charged

If the purchase amount is less than the minimum amount required for FOC delivery then what will be the charge for that delivery?

For delivery and fixing any furniture if the amount is less than 500 then additional 100 AED will be charged.

Is there cash on delivery option available if so then how will be the additional charge for that facility?

Cash on Delivery facility is available with the same minimum purchased amount and with no addition charges.

Is there any limit on the weight of the product that I can purchase through online only?

There is no limit on the weight of the product

Will there be 0% installment facility for online purchases if so then what is the minimum purchase amount in that case?

At Pan Emirates we have a tie up with few leading banks in the UAE to provide 0 % installment facility to our customers, if you hold a credit card from any of these bank ( Emirates NBD, ADCB, City Bank, Mashreq Bank, DIB, HSBC) You can complete the transaction through our website by selecting the payment method as installment or you can avail the facility by calling your bank customer service number after you complete your shopping with us

Can I cancel the order after the transaction is made but before the product is delivered? If so then how will be the refund process?

When you buy Products online,You can cancel the order before 24 hours of the delivery with no charges.

Can I cancel and return the product at the time of delivery? If so then will there be any charge on me?

When you buy Products online,You can cancel or exchange the product at the time of delivery, without any charges and the exchanged item can be delivered on next available date.

If the product is delivered and later customer finds any issue with the product, how that will be considered for a refund/return/ exchange or cancellation?

When you buy Products online, Upon delivery of the product, you have 14 days to try it on and potentially request a repair/refund/return/exchange or cancellation. If you got it delivered, we can collect it for free and repair it then deliver it back to you. If it is a small item you can also return it to a store at a convenient time for you and we can request for repair/refund/return/exchange or cancellation.

What if there is a change or mistake in the product that is delivered..can the actual product be delivered on priority?

If there is any discrepancy in the ordered products and the product which is being delivered, We will surely deliver the desired product on priority.

How customer fix his or her convenient time day and time of the delivery?

Our Logistics team will call one day before the planned delivery date and you can suggest your convenient time with him.

What if the customer is not available at the time of delivery which was scheduled after checking on his/her convenience, can customer reschedule the delivery again.. will the rescheduled delivery be charged on the customer?

You can reschedule the delivery day and time and there will not be any additional charges to do so.

Can someone else receive the delivery on customer’s behalf?

You can nominate any other person to receive the delivery on your behalf. You can specify the person to receive the shipment at the time of fixing up the delivery schedule with our logistics team on call.

Can the customer change the delivery address after he/ she has purchased the product online?

Yes the change in address can be done by calling our customer service at 800726.

What time can I collect my order from store?

The timings will be confirmed when you receive the confirmation call.

How will I know when my order is ready to be collected?

We’ll be in touch by email and/or SMS as soon as your order is ready to be collected from your nominated store.

How long will the store hold my order?

Once your order is ready for collection and you’ve been notified, the store can hold your order for 5 days.

What if I don’t collect my order?

If you don’t collect your order before the final date for collection, your order will be cancelled and you need to apply for refund the order total and will send you an email or sms to confirm that the order has been cancelled and refunded.

What do I need to bring in store to collect?

When you collect your order, be sure to bring your Order Confirmation Or ‘Ready To Collect’ SMS notification. This can be shown on your smart phone or as a print out. If you are unable to show either of these and you have been notified we will need to see photo id that matches the name on the order.

Can someone else collect my order?

Yes - just forward on your ‘Ready to Collect’ email or SMS for them to show when they are in store as proof of purchase. They'll need to sign for your order, and we'll send you an email to confirm that the order has been collected.

Where do I go in store to collect my order?

Just head to the counter, and any of our team members will be able to help you with your collection.

Can I return an item in store once I claim my order?

When you buy Products online, In order to guarantee that you are fully satisfied with your purchases, we allow for a quick and easy return. Upon delivery of the product, you have 14 days to try it on and potentially request a return. provide Your proof of purchase if you got it delivered, we can collect it for free and refund If it is a small item you can also return it to a store at a convenient time for you and we can refund you immediately. However it may take 5 – 7 days for your bank to process the money.

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