Terms & Conditions

Payments

 

What payment methods do you accept?

 

We have various payment options to give you a delightful shopping experience. These are -

  1. Credit Card
  2. Debit Card
  3. Cash on Delivery*

*Conditions – All purchases above Rs. 5000.00.

How do I pay for my COD order?

 

You can pay for Cash on Delivery orders by cash or by Credit/Debit card if the delivery person is carrying ‘card swipe POS machine’.

What happens if my debit/credit card has been compromised while making a payment online?

 

We do not collect or store your debit/credit card information. If you suspect any such thing, then please report this to your bank immediately.

Is it safe to shop online using my Debit card or Credit Card?

 

We use the highest possible security measures to protect our customers’ bank details. All payments are processed through secure and trusted payment gateways. Additionally, a 3D secure password is required to complete an online transaction which adds another layer of safety.

So be assured, it is completely safe to use your bank debit/credit card on our website.

Is there a charge for Cash on Delivery purchases?

 

We charge a nominal convenience charge of Rs 50.00 on Cash on Delivery purchases. The amount is stated while placing the order and can also be viewed in all order related emails. This charge shall not be levied if the purchase is made via any prepaid mode such as Debit/Credit card.

Is there a purchase limit for a Cash On Delivery purchase?

Yes, Cash On Delivery option is available on purchases up to a limit of Rs. 20,000.00, beyond which purchases can only be made using Debit card or Credit card.

How can I pay if COD option is not available on my address?

To give you the best possible service, our trust-worthy team of courier partners is on their feet, round the clock. Due to some unavoidable serviceability issues, the COD facility is not offered by our courier partners, at a few serviceable locations. No worries- you can always opt for payment through other available modes of payment on the portal!

Please keep in mind that we also restrict COD facility for certain customers, based on some repeated contingencies. For further information, please refer to our Terms and Conditions.

In case I cancel or return some items/complete order, how will refund be done?

 

Our refund process remains the same. Refund will always be returned to the source credit card. In case of partial refund, the refund will be on the basis of item value.


SHIPPING

 

What is www.shop.emerald.lk’s shipping policy?

 

We strive to deliver your orders at your doorstep as swiftly as possible, in accordance to our Shipping Policy.

For all orders includes the shipping address from zone A, there will be no handling charges.

For all orders includes the shipping address from zone B to Zone E, handling charge of Rs. 75.00 to Rs. 400.00 will be applicable.

Also, for COD orders, an additional charge of Rs. 50.00 shall be applicable, irrespective of the order value. This charge is over and above the handling charge. (COD is available only in zone A and zone B)

Refund of handling charges –

If you cancel your order before it has been shipped, we will refund the handling charges. However, if your order has been shipped, the handling charges will not be refunded.

If you cancel some items in your order, we will refund the charges in proportion to the number of items in the order.

If your order is subsequently cancelled by www.shop.emerald.lk , we will refund your handling charges.

If you return an order delivered to you, handling charges will not be refunded.

Are there any shipping charges?

 

The shipping and handling charge will be clearly mentioned on the checkout page before you make a payment and it is also printed on the shipping label that comes along with the package.

Will I get a call before delivery is attempted?

 

The day we will attempt to deliver your order, we may notify you via an SMS. Additionally, we will call you if we are unable to locate your address.

I was not home when the courier person tried to deliver the order. How can I get my order now?

 

The field executive will make no less than 3 attempts to deliver your order at your address. If you wish the order to be delivered at a preferred time or at a later date, please coordinate the same with the field executive/ courier person, when he gets in touch with you.

P.S- If we fail to deliver your order after 3 attempts, the product(s) will return back to us and your order will automatically get cancel. Refund, if applicable will then be initiated within 4-5 business days.

Which courier company will deliver my order? Can I choose my preferred courier company?

 

To assure you the best possible service, we have a team of trust-worthy courier partners, who work hard round the clock, just for you! You will be informed about the courier company via SMS once your order is dispatched. Unfortunately, presently, we do not provide the option of choosing your preferred courier company.

I had purchased two products in an order but want delivery of both the product at different addresses. Is it possible?

 

A particular order can only be delivered to a single address. As a suggestion, we request you to place two orders for different addresses.

The delivery time committed for my order is over now. What do I do?

 

We suggest you to please call our customer care representative or write to us on care@shop.emerald.lk and we will contact you with a possible solution at the earliest.

Can I expect delivery on all days of the week?

 

You can expect delivery of your order on business days. Business days are defined as all working days from Monday to Saturday, excluding national holidays. 

I am going out of town. Can you expedite my delivery?

Express delivery is our forte, and we always aim at sending the products as fast we could. However, the current logistics infrastructure in Sri Lanka, doesn't give us the liberty to expedite any delivery, at this time. Still, we are working to provide you the best of experience, in terms of deliveries.


RETURNS

 

How do I return a product?

 

In the rare case that you are unsatisfied with a product in your order, you can raise a return request with us on our website. 

To return a product in your order, just follow the simple steps below: 
1. Sign In- Sign in with your registered email ID.
2. Select My Order-  Select My order from www.shop.emerald.lk
3. Click on Order Details- Click on Order details against the order you wish to return partially or fully.
4. Click on Return- Click Return against the product you wish to return.


Just follow the simple steps that are displayed in the dialogue box and a return request will be raised.

I was charged handling fee for my order. If I return my order, will I get back the handling charge along with my refund?

 

If you return an order delivered to you, handling charges will not be refunded.

Can I change the mode of refund after raising a refund request?

 

No, As per the company policy once a type of refund mode is opted for by the customer, a request for change in refund mode will not be entertained

Will I get complete refund against my order?

 

If you return/cancel an order, the paid price of the product (including the tax collected) will be refunded back to you by us. However convenience charges are non-refundable and hence shall not be refunded. You may refer the table below for detailed understanding.

 

In case of cancellation

 

 

 Refundable

 Condition

 Handling/Convenience Charges

 Yes

 If the order is not shipped

 

In case of Return

 Handling/COD charges

 No

 NA

 

Where do I self ship my returns?

 

In the return cause customer error then you have to self ship the product(s), please send the product(s) to the address given below - 

www,shop.emerald.lk

Emerald International (pvt) Ltd.,

No. 104/4, Dehiwala Road, Maharagama.

 

What is www.shop.emerald.lk’s Return/ Exchange policy?

 

www. shop.emerald.lk offers a ’10 DAYS FREE RETURN / EXCHANGE SERVICE’. The policy allows customers to raise the return/exchange request of a product within 10 days of its delivery. We also accept partial returns so that you can raise a return request for one or other products. Our exchange service is absolutely free.

 

CHECKLIST

1. Please make sure that products are returned with the tags and the packaging intact, in an unwashed and undamaged condition. Refund/replacement shall be issued after a thorough quality check of the product(s).

2. Please note that any product along with a free gift/ combo must be returned in its entirety.


To know whether Return/Exchange is available on your product, look out for "10 Days Free Return/Exchange" on the product page.

WE DO NOT ACCEPT RETURN/EXCHANGE FOR: 

1. Inner wear & Socks

2. Bundled items exchange

 

Please note:

For certain marketing campaigns, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.

Can I return a part of my order?

Yes, you may return a part of the Order, in case of multiple items in an order. Any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it. 
However, if your purchase was made in the period of a special promotional offer, contests or any special scheme then special rules might apply for returns.

How long will the return process take?

 

We make every effort to simplify the return process.

  • Once your return request has been placed, our field executive will visit your premises for pickup of the return item(s) within 5 days.
  • Refund will be initiated within 48 hours after the item is received at our warehouse and quality check is done; takes usually 7 days.
  • The mode of refund would be the same as chosen by you to while placing the return request.

How will I receive my Refund?

 

The mode of refund may depend on the mode of payment used at the time of placing the order. Refer the table below for detailed understanding.

 

Payment Mode

Refund Mode

Time needed for refund

Credit Card/ Debit Card

Refund back to  Credit Card/ Bank Account - Payment Gateway Mode

Payment Gateway: 7 business days

COD

Customer can provide bank account details to get the refund

Bank transfer : 4 business days

 

How long will the refund process take?

Refunds are initiated within 2 business days of Product Inspection. The receipt of the refund would solely depend on the mode of payment as chosen by you. To simplify the timeline, here's some quick help:

Payment Method

Refund Receipt Time (After Initiation)

Debit Card/Credit Card

7 business days

With respect to the transfers made by Debit card and Credit card, the time taken for the refund finally depends on the designated bank in charge. If it were in our hands, we would have expedited the same, but unfortunately, we can't help but take a backseat

When I return my order, will I get refund for COD charges as well?

 

The nominal amount of COD charge (as mentioned in the invoice) shall not be refunded. It is a non-refundable convenience fee.