Privacy Policy

Our Privacy Policy has been carefully designed to help customers and users understand how Emirates Cooperative Society collects, uses, and safeguards their personal information. The goal is to ensure an exceptional and high-quality experience for all users.

Please note that this policy may be updated periodically without prior notice. We encourage customers and users to review it regularly.

At Emirates Cooperative Society, we are committed to upholding the highest standards of data protection and privacy. Our Privacy Policy explains:

• The types of personal information we collect.
• How we use your personal information.
• How we protect your personal information.
• Your rights and choices regarding your personal information.

This Privacy Policy applies to the use of our services (“our Services”), which include:

• Purchasing or ordering products and services via phone, in-store, or online.
• Participating in promotions, competitions, and signing up for newsletters and offers.

The Privacy Policy also applies if you contact us, or we contact you in relation to our services.

Personal Information We Collect

When you register for our services, we may collect the following information:

• Personal Details: This includes your postal and billing addresses, email address(es), phone number(s), date of birth, gender, and passport or ID number.
• Account Login Details: Your username and the password (encrypted) that you have chosen.
• Interests and Preferences: Information about your interests, preferences, income, and other profiling details.

When you shop online, browse our websites, or use our mobile apps, we may collect:

• Purchase Information: Details about your online purchases, such as what you bought, when and where you placed the order, and how you paid.
• Browsing Behavior: Information about your browsing activity on our websites, mobile apps, and public networks, as well as details about when you click on one of our advertisements (including those on other organizations’ websites).
• Device Information: Details about the devices you use to access our services, including make, model, operating system, IP address, browser type, and mobile device identifiers.
• Geolocation Data: Precise geolocation information about your location.

When you use our Mazaya loyalty program, we may collect:

When you contact us, or we contact you, or when you participate in promotions, competitions, surveys, or questionnaires, we may collect:

Additionally, we may be required by law or due to contractual obligations to collect certain personal information.

Why and How We Use Your Personal Information

To ensure our services are available to you, we use your personal information for the following purposes:

• Service Fulfillment: Processing your orders and handling refunds.
• Account Management: Managing the accounts you hold with us.

These uses align with our contractual obligations to provide you with the requested services.

Personalize Your Experience

We may use your personal information to tailor our marketing messages to your preferences, ensuring they are more relevant and engaging. This aligns with our legitimate business interests. Where required, we will seek your consent before proceeding. We may use your personal information in the following ways:

• Understanding Your Preferences: Utilizing your online browsing behavior, in-store, and online purchases to gain deeper insight into your preferences and provide personalized offers and services.
• Targeted Marketing Communications: Sending you relevant marketing messages through various channels, including email, post, telephone, SMS, and online advertising. This may include displaying advertisements on our websites, other organizations’ websites, and online media channels. We also measure the effectiveness of our marketing communications and those of our suppliers and partners.
• Integrated Customer Insights: Combining personal information gathered from your in-store purchases with data collected from our websites and mobile apps to provide you with services and communications tailored to your interests.

We may also use your personal information to:

• Communicate with You: Contacting you regarding our services through phone, email, post, or by responding to your social media interactions.
• Manage Promotions and Competitions: Organizing and managing your participation in promotions and competitions, including those in collaboration with our suppliers and partners.

Manage and Improve Our Day-to-Day Operations

We analyze how you use our services too:

• Enhance User Experience: Manage and optimize our websites and mobile apps.
• Develop and Innovate: Improve our product range, services, store operations, IT systems, expertise, and communication methods.
• Prevent Fraud: Detect and mitigate fraudulent activities or other criminal actions.

Using the information provided for these purposes aligns with our legitimate business interests, helping us identify and address issues with our services to continuously improve them.

How We Protect Personal Information

We implement robust physical, technical, and organizational safeguards to protect your personal information from unauthorized access, use, alteration, or destruction. However, no internet-based system can be entirely secure, and we cannot be held liable for unauthorized or unintended access that is beyond our control.

Social Media

We manage official channels, pages, and accounts on various social media platforms to inform, assist, and engage with customers. We actively monitor and record comments and posts made on these platforms about us to improve our services.

Emcoop.ae is not responsible for any information posted on these social media platforms unless it has been directly published by us. We do not endorse these platforms, or any third-party content posted on them.

Retention

We retain records for as long as necessary to:
 a) Manage purchases, memberships, and provide relevant products or services as outlined in this Privacy Policy, including keeping you informed about our marketing activities.
 b) Personalize products, services, and communications for you.
 c) Comply with applicable legal record retention requirements.

When determining how long to keep your personal information after our relationship ends, we consider our legal obligations and the expectations of regulators.

Marketing Communications

All marketing communications we send include an option to withdraw your consent for future marketing. If you no longer wish to receive promotional materials, you may opt out or change your account settings, and this will remove you from our marketing lists.

Please note that even if you unsubscribe from marketing communications, you will still receive essential operational and service messages regarding the products or services you have purchased from us, as well as responses to any inquiries. Additionally, we may retain your details on a suppression list to ensure no future marketing communications are sent to you.

Cookies and Similar Technologies

We use cookies and similar technologies, such as tags and pixels (collectively referred to as “Cookies”), to enhance and personalize your experience on our websites and mobile apps and to provide you with relevant online advertising. Cookies are small data files that allow a website or mobile app to collect and store data on your desktop computer, laptop, or mobile device.

Cookies enable us to offer important features and functionality on our platforms. We use cookies to improve customer experience in the following ways:

a) Enhancing Website and App Functionality

b) Improving Performance

c) Delivering Relevant Online Advertising

• Cookies enable us to deliver tailored advertisements on our websites and those of other organizations, using data about your online behavior, such as your IP address, referring website, purchase history, and shopping basket contents.
• These cookies may be placed by third-party organizations with our permission to ensure relevance.

d) Measuring Effectiveness

• Cookies help us evaluate the impact of our marketing efforts, including online advertising campaigns, by tracking whether you have seen specific ads and how frequently they are shown.
• We also use cookies to measure the effectiveness of marketing communications, such as tracking whether you opened a marketing email.

Your Choices Regarding Cookies

You can manage cookies through your browser settings, including:

• Accepting or rejecting new cookies.
• Deleting existing cookies.
• Enabling notifications for new cookies placed on your device.

Please note that disabling some or all cookies may limit your ability to fully utilize our platforms. For example, you may be unable to add items to your shopping basket, proceed to checkout, or access certain features requiring sign-in.

Once you provide consent to the use of cookies, we will store them on your device. If you wish to withdraw consent, you will need to delete cookies using your browser’s settings.

Aggregate Data, Data Analytics, and Social Media Functionality

We may aggregate personal information and remove any identifying elements to:

• Analyze patterns and improve marketing and promotional strategies.
• Evaluate platform usage to enhance content, products, and services.
• Customize the content, layout, and offerings on our platforms.

To perform these activities, we may engage third-party service providers as outlined above.

We collect usage data, such as the number and frequency of visitors to our platforms. This information may include details about the webpage you visited before ours, the next webpage you visit, the browser you use, your device type, and your IP address. This data is used in an aggregated format only. By analyzing this collective data, we can better understand platform usage, research user demographics, interests, and behaviors, and provide improved services.

When using buttons on our platforms linked to social media or similar sites (e.g., "Like" or "Share"), content from our platforms may be shared with those sites. Depending on your privacy settings, this content may be visible to friends, followers, or others with access to your profile.

Your Rights

You have the right to access the personal information we hold about you. To request a copy, please email us at info@emcoop.ae.

Additionally, subject to local laws, you have the following rights regarding your personal information:

• Rectification: Correct inaccurate or incomplete information we hold about you.
• Erasure: Request the deletion of your personal information.
• Restriction: Limit how we use your personal information.
• Objection: Object to the use of your personal information.
• Withdrawal of Consent: Withdraw any consent you previously provided for the use of your personal information.
• Data Portability: Receive your personal information in a usable electronic format and transfer it to a third party.
• Lodging Complaints: File a complaint with your local data protection authority.

To discuss or exercise your rights, please contact us at info@emcoop.ae.

If you believe that the information we hold about you is incorrect or outdated, please email us at the address provided to raise your concerns. We will take appropriate steps to amend our records.

Please note, we may require additional information to verify your identity and fulfill your request.

Privacy Concerns

If you have any concerns about our compliance with applicable privacy laws or this Privacy Policy, please write to us at info@emcoop.ae. We will address your concerns as quickly as possible.

Links

Our websites or mobile apps may include links to other websites operated by external organizations, each with its own privacy policies. Please review the terms and conditions and privacy policies of these websites carefully before sharing any personal information. We do not accept responsibility or liability for the content or practices of these external websites.

Children

Our platforms are not designed for children. If you provide personal information for a child under the age of 13, you are giving us your explicit parental consent as their legal guardian to collect, use, and process the child’s information in accordance with this Privacy Policy.

Methods of Payment / Accepted Card Types and Currency

Emcoop E-commerce (Website and Mobile App) accepts the following payment methods:

• Credit cards: MasterCard and Visa
• Cash on Delivery
• Card on Delivery

Payments can only be made in AED currency.

Excessive Capture Policy

1. For fresh department items such as fruits, vegetables, meat, fish, deli, roastery, and bakery, the final price is determined by the actual weight of the items selected. Prices are adjusted based on the weight during dispatch because it may not always be possible to provide the exact weight due to the nature of the products.
2. Our staff will contact you to inform you of any weight or price differences.
3. Upon your approval, we will charge any additional amount to your credit card. If the weight results in a lower price, we will only charge the actual amount.
4. The threshold for Excessive Capture is set at 5% of the total order amount.

Delivery

1. We strive to fulfill your orders on the same day.
2. A AED 10.00 delivery charge applies to all orders.
3. Delivery will occur on the same day the order is placed. Our dedicated delivery team will call you to provide an estimated time of arrival.

Delivery Delays

1. If a product you ordered is out of stock and the situation is beyond our control, we will contact you as soon as possible and take steps to minimize any delays.
2. If no one is available at your address to receive the delivery, we will notify you about how to rearrange the delivery or collect the product.
3. If you do not collect the product or arrange for a re-delivery after a failed attempt, we will contact you for further instructions. If, despite reasonable efforts, we are unable to reach you, your order will be canceled.

Title of Products

Products become your responsibility once they are delivered to the specified address and payment is completed.

Invoice

A tax invoice will be issued and recorded in your purchase history.

Out-of-Stock Items

If an item is out of stock, this will be indicated on the website/app. In cases where the system is not updated, we will contact you regarding the unavailable item(s).

Refund/Return Policy

If you purchased items through www.emcoop.ae or our mobile application, we are happy to assist you with returns or exchanges under the following conditions:

1. The return policy is valid for 7 days from the day you receive the item(s).
2. Refunds for items purchased under a promotional offer will be based on the promotional price. For bundle offers or “Buy 1 Get 1 Free” deals, all items in the offer must be returned.
3. Refunds are processed after the returned product passes a quality check. This process usually takes 4-5 days, followed by 2 business days for issuing the refund. Note that the refund may not appear in your account until the next billing cycle.
4. Delivery charges will be fully refunded if the product is faulty/damaged, and you return all items from your order. If you keep some items, the delivery charge for the retained products will apply.
5. All items must be returned to their original packaging, including inner packaging. No refunds or exchanges will be processed for items without proper packaging.
6. Items can be returned or exchanged by scheduling a pickup or directly returning them to your nearest Emirates Cooperative Society hypermarket. Additional delivery charges may apply for pickups.
7. Ensure returned items include order confirmation, a copy of the delivery note, all accessories, and any free gifts.
8. The Return/Refund Policy is limited to specific categories. Dairy, produce, and fresh items are not eligible for return or refund.
9. Defective items (e.g., damaged or missing parts) can be returned for a replacement or full credit upon approval.

Returns and Exchanges Policy

1. Perishable Goods: Frozen food, fruits and vegetables, bakery, delicatessen, ready-to-eat food, meat, and fish must be returned within 24 hours.
2. Non-Perishable Goods: Items such as toiletries and cleaning products must be returned within seven (7) days.
3. All orders will be refunded if the product is received as "faulty/damaged" or within 7 days if found to be faulty. Exceptions may apply (see electrical returns). Products must be returned with intact manuals, packaging, and cables. Refunds will not be processed if any required components are missing. (Contact customer service for courier pickup date.)
4. After the 7-day refund window, faulty products will be subject to the manufacturer's warranty. Customer support can assist in directing you to the appropriate branch or supplier for after-sales service (where applicable).
5. Products beyond the initial refund period and the manufacturer warranty period will not be eligible for refund or exchange.
6. All perishable items must be returned on the same day.
7. Complaints received after 48 hours of delivery will be reviewed on a case-by-case basis.
8. Items purchased offline (in-store) can be returned or exchanged by visiting the branch from which the items were purchased.
9. For items damaged during delivery (upon approval of after-sales service), refunds will be issued as a coupon, cashback, or credit to a digital wallet.
10. If you return all items in your order within seven (7) working days due to faulty products, the delivery charge will be refunded in full. If only some items are returned, or all items are returned after the 7-day period, the delivery charge will not be refunded, and additional pickup charges may apply.

Cancellation Policy

Items or orders can be canceled while they are in the processing stage. Once the item(s) or order is marked as “Out for Delivery,” cancellations cannot be processed.

Physical Address & Contact Details

Office Address:
 Emirates Cooperative Society
 Oud Al Muteena - Dubai
 Tunis Street, Dubai, UAE

Contact Number: (04) 2642641
Email Address: info@emcoop.ae

Governing Law and Jurisdiction

The governing law of this Agreement shall be the laws of the Emirate of Dubai and the federal laws of the United Arab Emirates. Any disputes arising from the interpretation or execution of this Agreement shall be referred exclusively to the Dubai Courts.

General Store Information
Q. What are the opening hours of my local store?
The opening hours for all our stores are listed in the Shop Info section. Please visit that section for details.

Q. Which is the store closest to me?
Please visit our Shop Info section, enter your location, and it will display the store nearest to you.

Delivery Information
Q. Is there a minimum order spend?
 No, there is no minimum order value for our grocery delivery services.

Q. Do you charge for delivery?
We offer free delivery within Dubai for orders with a minimum purchase of 100 AED. Please consult your nearest store for more details.

Q. Can I reserve a delivery slot?
 Your nearest store can assist you in reserving a delivery slot.

Q. Where is my delivery or why is it delayed?
If there is a delay in delivery, our branch will attempt to contact you. If your delivery has not arrived within your booked slot and you have not heard from us, please contact our Customer Care Team on 800327, and they will be happy to assist.

Payment

Q. What type of payment cards can I use in-store?
 We accept the following payment methods in our stores:

• Cash
• Credit/Debit cards
• Store Coupons
• Gift Cards

Q. I have a gift voucher; how can I use it?
 The Emcoop gift voucher can be used only for full payment at any Emcoop hypermarket or supermarket stores in the UAE. The expiry date is mentioned on the voucher.

Q. I seem to have been charged twice for the same transaction. What should I do?
Please contact our customer service desk or email us at info@emcoop.ae.

Q. What shall I do if I've been overcharged?
Please contact our customer service desk or email us at info@emcoop.ae.

Q. How do we earn Mazaya points?
You earn points while shopping in-store or online. Your points accumulate in your account and can be redeemed as discounts in-store, online, or via the mobile application. Every 80 points provides you with AED 1.00.

Product Information

Q. Can you reserve item(s) for me to collect later?
 We operate on a "first come, first served" policy for all stock. To ensure fairness, we do not reserve stock in our stores.

Q. I'd like to purchase a large amount of stock from your store. Is there a limit?
For bulk or corporate orders, please contact info@emcoop.ae.
 *Not applicable for promotional items.

Product Complaints

Q. I've been disappointed with the quality of the product I've purchased. What should I do?
We are sorry to hear about your experience. Please consult our customer service desk or contact our team at info@emcoop.ae. We will be happy to assist you.

Q. I've purchased an out-of-date product from you. What should I do?
 We apologize for the inconvenience. Please return it to the store at your earliest convenience so we can investigate and address the issue.

Q. I've noticed that the price of a product has recently increased. Why is this?
 Price increases are often beyond our control. We aim to provide the best quality, value, and service to our customers. When our buyers negotiate price reductions, we pass those savings on to our customers immediately.

General Information

Q. How can I find out about vacancies?
All vacancies are listed on our Careers page.

Q. How do I apply for a job?
Visit our Careers page and submit your application. If your application meets our criteria, our recruitment team will contact you as soon as possible.

New Suppliers

Q. I'm based in the UAE and interested in supplying a product to sell in your stores. What should I do?
Visit our Contact Us page, fill out the contact form, and submit it. Your request will be forwarded to our buying team.

Q. I'm based outside of the UAE and interested in supplying a product to sell in your stores. What should I do?
Visit our Contact Us page, fill out the contact form, and submit it. Your request will be forwarded to our buying team.

Emirates Coop App FAQs

Q. What is the app for?
The Emirates Coop app allows you to shop online and place grocery delivery orders from emcoop.ae.
It is available for iOS users via the App Store and Android users via the Google Play Store.
Both the Android and iOS versions allow you to view your Mazaya card.

Q. What devices can I use the app on?
The iOS app is compatible with devices running iOS 11 or above, which excludes devices released before the iPhone 5S (including the iPhone 5C and iPhone 5).
The Android app is compatible with devices running Android 5.0 (Lollipop) or above.

Q. Is the app free to download?
 Yes, downloading the app is completely free.

Q. What account do I use to sign in on the app?
You must create a new account either on the app or emcoop.ae. During registration, you will be prompted to provide a username, password, and other personal details. Only one-time registration is required on your device.

Q. I don’t have an Emcoop.ae account. Can I still shop on the app?
You can search and browse products without an account. However, to build a trolley, manage favorites, and proceed to checkout, you will need an emcoop.ae account.
You can sign up on emcoop.ae or tap ‘Create an Account’ within the app.

Q. What Apple devices can I use the app on?
The app works on 64-bit Apple devices. The oldest compatible devices are the iPhone 5S, iPad Air 1, and iPad Mini 2.

Q. Can I use the app on my iPad?
 Yes, the app is available on iPads. However, it is designed primarily for mobile users. While it will function on an iPad, it is not fully optimized and will appear as a larger version of the iPhone app.

Q. Will my app update if I add items on the website?
 Yes, the app and website are synchronized. Any products you add on the app will be updated on the website and vice versa.

Q. Can I shop from a previous order?
Yes. To do this, go to ‘More’, then tap ‘Orders’. You will see a list of your previous orders. You can click on any order for details and shop from any previously completed order.

Q. How do I know if an item has been added to my trolley?
 The total price will be updated in the top right-hand corner of your screen. The number of items will also be updated on the bottom trolley icon. Additionally, an icon will appear on the product image showing how many of those products are in your trolley.

Q. Can I change my address in the app?
Yes. The app uses your default address as standard, but you can change it in the ‘Book Slot’ screen.

To do this, tap your existing address at the top of the screen, and select one of your other addresses from the drop-down menu. Alternatively, you can add a completely new address.

Q. Can I amend my order on the mobile app?
Yes. You can amend a pending order by tapping the ‘Amend Order’ button on the home screen. After a few seconds, you will be able to make changes to your order.

Alternatively, go to ‘More’, then tap ‘Orders’ for a list of all pending orders. From there, tap ‘Amend Order’. After a few seconds, you will be able to amend your order.

Please note that your amendments will not be saved until you check out again. You can do this on the app or the website.

Q. How do I know if my order is confirmed?
 You will see your order confirmation in the app after checking out, and you will also receive an email and an in-app notification.

Q. How do I cancel my order?

• On the app: Go to ‘Track & History’, click ‘Track’, and your order details will be displayed. You may then click on ‘Cancel Order’.
• On Emcoop.ae: You can cancel an order via the ‘My Orders’ page.

Q. I've no internet connection. Can I still shop on the app?
 Most of the app requires an internet connection. You will be able to view items in your trolley at the time the app went offline. However, any changes made on the website will not be reflected in the app until you reconnect to the internet.

Q. Why don’t products load straight away?
 To save storage space on your device, the app stores minimal information, including product images and data. These are downloaded only when needed, such as while browsing the product catalog. The data is temporarily stored, so if you access these products during the same session, they should load faster.

Q. What happens if the app stops working?

• If the app stops working, try using it again later.
• The app is not synchronized with the website.
• If the app is down, you can shop from the website.
• The app will not function until the issue is resolved. Please follow any guidance on the website and try again later.

If you encounter a problem with the app, please email us at info@emcoop.ae.

Q. My app is stuck or frozen. What do I do?

• Double-click the Home Button on your iPhone to show your recently used apps.
• Swipe through your apps until you find the Emirates Coop app.
• Swipe the app up to force it to close.
• Restart the Emirates Coop app.

If the issue persists, please contact Customer Care at 800 327 or email us at info@emcoop.ae.

Q. I added a product on promotion to my trolley, but now I can’t see the promotion anymore.
 One of two things may have happened:

• The promotion is no longer valid for the delivery slot you booked.
• The promotion has ended since you added the item(s) to your trolley.

Please check the Product Details page to confirm the promotion's validity dates.

Q. Do I have to do all my shopping in one go?
 No, any items added to your trolley will be saved on the app and the website. You can return and complete your shopping at any time.

Q. Why do the delivery slots look different on the app compared to the website?
 The delivery slots on the app are displayed differently to make it easier to see a broader range of available options. Although they appear different, the time slots are the same.

Q. Where is my data stored?
 We don’t store sensitive information in the app. This is why we ask you to re-authenticate during checkout.

The app retrieves all account information, including login, account, and checkout details, from the website. For more information on how your data is stored and secured, please refer to our Privacy Policy.

The app may use the iOS Keychain if enabled. Your iPhone may store website login credentials, personal details, and/or credit card details in the Apple Keychain. For more information on iOS Keychain, visit the Apple Support Website.