Frequently Asked Questions

1. What is EmiratesRED pre-order?
EmiratesRED provides you with the convenience to order your duty-free shopping online from a wide selection of items on before your flight. Your purchases will then be delivered to your seat on your flight departing Dubai. Don’t miss out on pre-order exclusives, you won’t find on board.
2. On which routes is EmiratesRED pre-order available?
EmiratesRED pre-order is available on all flights departing from Dubai (DXB). If you’re flying from another destination in our network via Dubai, you can conveniently place an order for your connecting flight to your final destination.
3. When can I place an EmiratesRED pre-order?
You can place an order on from 21 days up to 40 hours prior to departure. We will send you a confirmation email after you’ve placed your order.
4. What are my payment options?
All payments have to be made by card at the time of ordering online on Payment, including cash, upon delivery on board for pre-ordered goods is not available.
5. Which payment cards are accepted?
We accept all major credit and debit cards.
6. Will the products I’m interested in be available on my flight?
Enjoy the convenience of placing your order before your flight, as products might sell out on board. Most products on will be available on your flight, however EmiratesRED now offers a range of pre-order exclusives, which you won’t find on board.
7. Where and when will my order be delivered?
All pre-orders will be conveniently delivered by your cabin crew to your seat on the flight you selected during checkout on EmiratesRED does not offer home delivery.
8. What do I need to present to cabin crew to collect my order?
Please present your passport to your cabin crew. The name on the passport should match the name on the order.
9. Can I accept partial delivery of my order?
Unfortunately, we cannot accept partial delivery on board, in case you have ordered more than one product. Please advise your cabin crew if you accept or refuse delivery of your entire order. You can still make returns and get a refund after your flight, in case you’re not happy with your purchase.
10. Can cabin crew issue refunds on board?
Pre-orders cannot be refunded by our cabin crew. Please write us at after your flight and we will help you with the returns and refunds process.
11. Can I place an order for other passengers?
Yes, while placing an order on, you can provide the name, flight details and booking reference of another customer.
12. Can I collect an order on board for someone else?
Please note that the name on the order and the passport upon delivery must match.
13. Can I cancel my order?
If you would like to cancel your order, please send us an email at at least 40 hours prior to departure of your flight. We will then refund your purchase.
14. What happens if my flight changes?
If your flight plans change, please write us immediately at and we will ensure your order will be delivered to your new flight.
15. What happens if I cancel my flight?
If you cancel your flight, please write us immediately at We will cancel your order and issue a refund.
16. What happens if I miss my flight?
If you miss your flight, we will cancel your order and issue a refund, once your undelivered order is received back at our logistics centre.
17. Can I return my order?
Yes, you can return your order for a full refund within 14 days after receiving your pre-order on your flight. Please see our Terms and Conditions for more on your rights to cancel.
18. Are there any exclusions to the return policy?
Please note that unfortunately we cannot accept returns of the following products: Fragrances, beauty and skincare products.
19. How long does a refund take?
We will issue refunds to the original form of payment you provided during the order process on It may take up to 14 days for refunds to be credited to your account, depending on your bank.
20. What do I do for warranty claims?
All our products come with international warranty. For any questions, please write us at and provide your order confirmation as proof of purchase.