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    Faq

     

    GENERAL

    What is LEMUDA.COM?
    LEMUDA.COM is the new online luxury special store in the Middle East.
    You can shop on LEMUDA.COM via two different channels:
    -ONLINE CATALOGUE featuring special value products from the world’s best-known and prestigious fashion houses - all at great prices. By surfing our catalogue you can find the best in shoes, bags, sunglasses, scarves, watches, jewelry and much more.
    -SPECIAL FLASH SALES, a selection of high-quality products available on LEMUDA.COM only for a few days, all at up to 70% OFF. Special sales provide our members an exclusive shopping experience and offers products in fashion, clothing, luxury home decor and accessories.

    What products and brands can I buy at LEMUDA.COM?
    LEMUDA.COM provides exclusive access to fashion, lifestyle and luxury brands at highly discounted prices. The company works with upcoming and established top brands in the women's, men's, children's, beauty, and home fashion categories. To browse a list of all the available brands, please click on the ‘Brands’ tab on our home page.

    How does LEMUDA.COM succeed in offering discounts and low prices?
    Thanks to direct relationships with designers, manufacturers and official retailers worldwide, LEMUDA.COM offers exclusive prices for most popular brands and guarantees authenticity for each and every item sold on our web site.

    Is LEMUDA.COM membership free?
    Yes, of course! There is no membership fee or any obligation to buy.

    Can I go through the catalogue even though I do not have an account on LEMUDA.COM?
    Yes, you can browse through the wide range of luxury brands and high-end fashion accessories, all at up to 70% off.

    How much am I saving by shopping at LEMUDA.COM?
    Every product featured in either our catalogue or special sale is a great deal. Our members enjoy savings of up to 70% off the suggested retail price.

    My desired item is sold out. Will it be available again?
    If your desired item is in the catalogue, there is a possibility of it being available again. On the contrary, once an item from a flash sale is sold out, it is gone. Our advice is to sign in as soon as a new sale begins to ensure that you get exactly what you want before it is sold out.

    Can I be assured that my privacy will be protected?
    LEMUDA.COM values its members and respects their privacy. We only collect customer information in an effort to improve your shopping experience and in order to communicate with you about our products, services, contests and promotions.  We assure all our customers that do not sell or rent your personal information to third parties. All promotional emails that we send have an easy unsubscribe feature that allows you to take your email address off our mailing list. All member information is sent via secure socket layer protocol (SSL). We cooperate with numerous experts who have long-term experience in this field to maintain our, and hence, your data security.

    Can I touch your products?
    Our sales mainly take place online. We do not have a showroom or a place to display our products. We do our best to shoot our products from various different angles and upload these images, as this will help you get a good indication of how the product will look like. For any doubt about products, do not hesitate to contact our customer service who will be glad to help you in your shopping experience.

    Does LEMUDA.COM provide a community for sharing tools, insights and fashion tips?
    Yes, sure! You can easily find the latest information about fashion and lifestyle by visiting our Facebook fanpage. Here, our Stylist Alyssa will provide you with trends from the catwalks and suggestions on how to match our accessories with your outfit to look like a celeb. Feel free to share your thoughts and vision about fashion, as your feedback is very valuable to us. You will be equipped with all the tools to create your personal trend setting style and be at the forefront in the fashion world. Moreover for each product there is an option to ‘like’ the item or share it through your Facebook or twitter account to let your friends know your favorites.

    Can I check out what’s on at LEMUDA.COM even though I don’t have an account?
    You can always browse through the ONLINE CATALOGUE, check out what’s new and discover all the products available. Please ensure that you have registered and created an account on LEMUDA.COM before proceeding to finalize your purchase. On the contrary, special sales are available only to registered members for a short period of time. So, when you see a current or upcoming special sale that you might be interested in, register immediately and start shopping as time is limited, and so are the items!

    How do I use the promo code that I received?
    After you select and click ‘add to cart’ please click on ‘cart’ in the top right corner of your screen and the pop-up screen features a coupon code box. Kindly enter your promo code in this box and click ‘apply coupon’. In case you decide to use this promo code at another time, you may click the ‘cancel coupon’ button and proceed to checkout.


    SPECIAL SALES

    What are SPECIAL SALES?
    Special sales are great deals that feature quality products at up to 70% discount. We select prestigious brands to feature in our dedicated sales campaign which usually run for 7 days only. We offer our registered members the unique opportunity to shop for top brands in women’s and men’s clothing, home decor, beauty products, clothes and accessories for children. Don’t forget to check our special sales offers because these brands are not included in the catalogue. The prices for these products are far below the suggested retail price and items are available for a limited period of time! So log in and shop now!

    How long does each sales campaign last?
    Each campaign that we display on our website remains accessible for 7 days. You will be able to check ongoing and upcoming campaigns on the two banners on the right of the LEMUDA.COM homepage. Sign up for our newsletter to be notified of each sale campaign. Upon receipt of the notification email, make sure you log in to get your hands on the luxury brands first.

    How are the products chosen for each special sale?
    Our sourcing team and brand partners shortlist and select very carefully the best available products for our members.

    Can I check the special sales items even though I do not have an account on LEMUDA.COM?
    No, you need to be registered to take part in the special sales. These special offers are an exclusive advantage for our LEMUDA.COM members. Please create an account to get access to this special privilege.

    Can I view the products before a special sale starts?
    You will only be able to view the products for a campaign, once it has started. We recommend that you log in early to ensure you have the best choice of products, sizes and colours.

    Can I be notified of when a special sale starts?
    We will send you an e-mail before the special sale starts, so you can schedule your shopping experience! On the LEMUDA.COM homepage you will be able to check the banners on the right, which always display current and upcoming sales campaigns.

    Why don't I get any information about the sales campaigns?
    Please make sure you have subscribed to our newsletters. You can easily check your e-mail preference in the “My account” menu once you have logged in. A second reason for not receiving e-mails from LEMUDA.COM, could be that they are most likely in your spam folder. Please save our e-mail address in your address book to prevent our e-mails from reaching your spam folder in the future.


    ORDERS

    How long will it take to receive my order?
    Delivery of the items from the catalogue will take between 2 to 4 working days through our shipping partner. Special sale goods will take longer, up to 7 to 10 working days after the sale ends, as the process followed is different. You will always be able to check your delivery status through our homepage, by clicking on the ‘Track your order’ button on the right side of the page, after you have received the tracking number via email.

    What are the regions of delivery?
    We deliver to all the GCC countries (Bahrain, Saudi Arabia, United Arab Emirates, Oman, Qatar, Kuwait) plus Egypt, Jordan, Lebanon, Syria and Turkey.

    How do I track my orders?
    You will receive an e-mail with the tracking number of your order. You can easily check the status of your delivery by inserting this tracking number in the TRACK YOUR ORDER tool which can be found on the right side of our homepage.


    INVITE A FRIEND

    How do I invite my friends to join LEMUDA.COM?
    Once you log in to the website, just click on "My Account" at the top right, and from the menu on your left, select the “Invite a Friend” tool. You can refer email addresses for up to 5 friends and wait for their first purchase. You will then receive 14USD as account credit!

    How do I know that my friends have placed orders or joined LEMUDA.COM?
    When any of your friends become a member through your referral, you will be able to check it in “My Account-Invite a Friend” on LEMUDA. You can also see the list of your referred friends and their status. When your referred friend places an order with us, we immediately inform you via e-mail and simultaneously add 14USD credit to your LEMUDA account.

    How can I use my 14USD Credit?
    You can see how much credit is available in your account by visiting “My Account” at the top right of LEMUDA homepage. We also send an e-mail containing this information. When you place an item in your shopping cart and proceed to checkout you are given the option to use this credit against your order and this credit amount will be subtracted from the item’s total. 

    PAYMENT OPTIONS

    What are the payment options available on LEMUDA.COM?
    You can pay for your orders by using a credit card (Visa and Mastercard). Alternatively, for all Middle East orders, we provide Cash on Delivery payment option. Please note to pay in cash only and do not accept cheques or DD to the courier staff. Lemuda ensures that it is completely safe to shop on the website and your transactions are fully secure.

    Can I choose Cash on Delivery if I am not residing in UAE?
    Yes! We accept Cash on Delivery from all Middle East countries (Bahrain, Egypt, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, Syria, United Arab Emirates). This service is available at a small fee of AED26 for United Arab Emirates and $15 for all other countries to which LEMUDA.COM delivers. Kindly ensure that you mention a valid telephone number and email address as we verify your order by contacting you.

    What should I do if my payment fails?
    In case you are not certain whether your payment has been completed due to accidental closing of browser or disrupted internet connection, kindly send an email to support@lemuda.com. Once you receive a confirmation from our support team, you can then place an order for your items once again, subject to stock availability.


    ORDER CANCELLATIONS

    Why has my order been canceled by LEMUDA.COM, even though I have completed the payment?
    LEMUDA cancels your orders if payment fails after 48 hours of order request. To avoid this, ensure that:
    •   Information submitted to payment gateway is accurate (Credit card Number, Billing address, other account details).
    •   Your internet connection or browsing session is not disrupted during the payment process.

    If you do not receive an order confirmation via email or payment notification from your credit card company, an error may have occurred. For any clarifications you can get in touch with our customer care team with your order number at support@lemuda.com

    I have changed my mind and wish to cancel my order. How do I do this?
    As we are very quick with packing, shipping and processing your order, you can send an email to support@lemuda.com with the cancellation request within 1 hour of placing your order. Alternatively, you can choose to refund or return your purchase on receipt of the product(s), provided it adheres to our Returns & Refunds policy.


    LEMUDA WORLD - STATUS POINTS

    What are Status Points and how do I collect them?
    Status points are LEMUDA’s way of rewarding our customers by allotting special privileges to our Silver, Gold and Diamond status members.
    1 AED = 1 point
    The three different status categories are:
    •    Silver Status: Total points collected 5,000.
    •    Gold Status: Total points collected 10,000.
    •    Diamond Status: Total points collected 15,000.

    What are the privileges that I can avail of on reaching any of the status slabs?
    Silver, Gold or Diamond Status members can avail extra benefits as listed below.
    •    Silver Status: Avail an extra 5% discount.
    •    Gold Status: Avail an extra 10% discount.
    •    Diamond Status: Avail an extra 10% discount plus access to new product previews 48 hours prior to public viewing for catalogue items. In addition, diamond status members are entitled to 24 hours prior sneak previews for special sale items.
    The status points are valid only for catalogue sales and not on special sales or promotions.

    How long is my status valid for?
    The status is valid for one year from the date that the particular status is reached. For example, if you attain a silver status on 20.02.2012, this silver status and special privileges associated for this slab will be valid until 19.02.2013. After completion of one year, the status will be reviewed according to the status points accumulated during the year, from the date you have achieved your current status. Your status will be revised according to the total points accumulated during the year.

    Where can I check my status points?
    You can check your points by logging into ‘My Account’ and clicking on ‘My Benefits’ in the left menu.

    Will I get additional status points for inviting friends or liking Lemuda on Facebook?
    At present, status points are only awarded on purchases on LEMUDA. However, you can get up to $70 credit on inviting 5 friends. Please refer to the “INVITE A FRIEND” section above for more details.

    What will happen to my status points if I choose to return and refund an item?
    On successfully processing your refund request, the points gained for the returned item will be deducted from your account. However, if you choose to exchange your purchase for another item of the same value, no points will be deducted.

    Do I get points if I use my ‘Invite a Friend’ credit to purchase an item?
    Points are awarded on purchases and calculated on the effective spent amount after deducting the invite a friend discount availed. Points are not awarded on discounted amounts or redeemed monies.

    Can my status increase from Silver to Gold to Diamond in one year?
    Yes, your status can be increased depending on your spend level. You can reach diamond status in one year on a minimum spend of AED 15,000. The review period of each status is a year from the date the status is achieved.

    Will my points be cancelled on completion of one year from my date of first purchase?
    In case, you do not maintain your status within the review year, only the points achieved during the review period would be retained and all other points cancelled.

    Will I be informed about my status before expiry of my review period?
    Yes. At Lemuda, we will review and remind you to maintain your status prior to expiry.