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Home | Frequently Asked Questions

FAQ & help

1. Log in
1.1 How can I sign-up to become a Skywards member?
Signing up to be a Skywards member is easy, all you need to do is click here, fill in the required details and you will be registered.
1.2 Do I have to be a Skywards member to purchase from The Emirates High Street?
Anyone can purchase from The Emirates High Street. Skywards members can use their Skywards membership number and password to login. If you are not a Skywards member, you can register by clicking here.
1.3 What if I have forgotten my password?
If you have forgotten your password click here to request a new password. You will be provided with the option to display a hint that will help remind you of your current password or alternatively, select 'E-mail my password' and click 'submit'. Your new password will be emailed to the address defined in your profile.
1.4 What if I have forgotten my Skywards number?
If you have forgotten your membership number, you can have it sent to you. Click here to view the form, fill in the required details and then click 'submit'.
If you are still having difficulties logging in with the password, or if you have not provided us with a contact e-mail address, please send us an e-mail using our 'Contact Us' form and we will get back to you as soon as possible.
1.5 If I register or become a member, how often will you contact me via e-mail?
We will only send you information if you have opted into e-mail communication during the registration process. At any point of time, should you decide that you do not want to receive our product updates, you may unsubscribe by logging into your account and changing your communication preferences.
1.6 Why isn't my password working?
First, make sure that the membership number/user name you've entered is correct. Also, check your keyboard to see if you have the 'Caps Lock' turned on.
If your password is still not accepted, click here and have your password sent to your e-mail address.
If you are still having difficulties logging in with the password, or if you have not provided us with a contact e-mail address, please send us an e-mail using our 'Contact Us' form and we will get back to you as soon as possible.
1.7 What browser type do I need to use to view the website?
The Emirates High Street site is best viewed using Internet Explorer (version 5.5 or above) (www.microsoft.com/ie). In addition, you will need to have cookies enabled on your browser to use The Emirates High Street website.
1.8 What are cookies and what does The Emirates High Street use them for?
Cookies are simply small text files that are stored on your computer to make it easier for you to browse the site. They are used for such things as remembering your Skywards number/user name and for passing information from one page of the site to another.
You will find that many of the website functions require that your browser allows cookies to be stored. If you're experiencing problems with the site, try setting your browser to allow cookies (see below or the browser manufacturer's website for details on how to do this).
If your browser is set to allow cookies and you're still having problems, it may be that you are accessing the site from a network that blocks cookies (particularly if you're browsing the site from work). If so, ask your network administrator if it is possible to set cookies.
1.9 How do I enable cookies?
For Internet Explorer version 5.0 and above: In the Internet Explorer menu click on 'Tools' > 'Internet Options'.
  1. Select the Privacy tab.
  2. Click the 'advanced' button.
  3. Check 'Override automatic cookie handling'.
  4. Select the 'Accept' radio buttons for 'First-party Cookies' and 'Third-party Cookies'.
  5. Check 'Always allow session cookies'.
  6. Click the OK button to close the 'Advanced Privacy Settings' window. Click the OK button to close the Internet Options window. Close all Internet Explorer windows then restart your browser.
1.10 Who can I contact if I encounter problems while viewing The Emirates High Street website?
If you are having problems while viewing the website please send us an e-mail using our 'Contact Us' form and we will get back to you as soon as we can.
2. Communication
2.1 Who can I contact in case of complaints?
If you have a complaint please send us an e-mail using our 'Contact Us' form and we will get back to you as soon as possible.
2.2 What can I do in case I don't find answers to my question in this FAQ?
Please send us an e-mail using our 'Contact Us' form and ask us a question. We will be reviewing these e-mails regularly and updating our FAQ list with regular requests.
3. Placing an order
3.1 How do I know if I placed my order successfully?
Before you have submitted your order, an order summary page will be displayed with all of your order details. You may want to print this for your records. An order confirmation e-mail will also be sent to you confirming that your order has been successfully received online. If you do not receive an e-mail please send us an e-mail using our 'Contact Us' form and we will get back to you as soon as possible.
3.2 What if I don't receive an online order confirmation?
An e-mail confirmation will be sent to the e-mail address specified in your profile. However, if you do not receive an order confirmation, please send us an e-mail using our 'Contact Us' form and we will get back to you as soon as we can.
3.3 How can I check the status of my orders?
You will be provided with a tracking number once you have placed your order. You can track your order online using this tracking number through the courier company's website. If you cannot track your order online, please send us an e-mail using our 'Contact Us' form and we will get back to you as soon as we can.
3.4 How can I search for a product if I don't know the brand name?
You can search for a product using a key word that would describe the product. For example: "cufflinks" would give you "Tumi Cufflinks". You can also carry out a search using a price or Miles range.
4. The Product
4.1 Who do I contact if my order is faulty?
If the product is broken, please send us an email using our 'Contact Us' form and we will get back to you as soon as possible. . Please do not send back the product directly to the warehouse without contacting us.
4.2 Who do I contact if a product has been damaged in transit?
If the product was damaged while being transported you should not accept the shipment. If you have already accepted the shipment and then discover that the product was broken during transport you must get in contact with the courier immediately.
4.3 Do all the products have a global warranty?
Every product has different warranty conditions and are provided by the manufacturer. The products warranty information is outlined on the product detail page of the website.
4.4 Why can some of the products only be delivered to a particular range of countries?
The Emirates High Street will only deliver products to countries where we have authority from our suppliers. This ensures that our service levels are achieved and product warranties can be fulfilled.
5. Pricing
5.1 What is the currency used?
All prices are in US dollars and Skywards Miles. Prices are subject to change without prior notice.
5.2 Will I be charged sales tax?
By law, we are required to collect the appropriate taxes based on the destination of the shipment. Please click here to view the countries where VAT charge applies. The VAT will be calculated during checkout and displayed to you before submitting your order.
5.3 How much is the shipping charge?
The price for shipping your order depends on the weight of the total order and the delivery destination. To view the shipping charges please click here. The final shipping charges will be calculated during checkout and displayed to you before submitting your order.
5.4 Am I charged customs and duties on my order?
The total amount charged to you at the time of check out includes customs and/or customs handling fees. However it is important to note that these prices are the known costs. There may be additional charges once the package reaches the specified destination. Any additional charges for customs clearance or sales tax must be borne by you; we have no control over these charges and cannot predict what they may be. Customs and sales tax policies vary widely from country to country, so you should contact your local customs office for further information.
5.5 Why is the delivery price higher than some other online stores?
We offer an exclusive service across international borders. If you are traveling through Dubai you can arrange to pick up the products from one of our distribution points please click here for more details.
5.6 Can I pay cash on delivery?
All payments will have to be made at the time of ordering online or through the call centre using Visa or MasterCard. It is not possible to arrange cash on delivery.
6. Payment
6.1 When will I be billed for my order?
The Emirates High Street will charge the credit card when the order is submitted. This will appear on the credit card statement as The High Street LLC Dubai UAE.
6.2 Which credit cards are accepted?
We accept VISA and MasterCard.
6.3 Do I have to use a credit card?
Customers can purchase most of the products by using either, Miles, Cash plus Miles or Cash only. However the delivery charges, tax and customs charges are to be paid for in cash, therefore all purchases require the use of a credit card.
6.4 Why do products seem to have a restriction on the number of Miles or cash that can be used?
In some instances The Emirates High Street is restricted by the supplier on the payment method and the percentage of Miles that can be used for a transaction. The Miles calculator is the best method to determine the combinations allowed for a particular product.
7. Delivery/Shipment
7.1 How do I know which countries The Emirates High Street delivers to?
7.2 Does The Emirates High Street ship to international addresses?
We ship to over 80 countries. For a list of countries that we ship to please click here.
7.3 Can The Emirates High Street ship to Military P.O.Boxes?
We do not ship to Military Post Offices. Any shipping or handling charges, VAT on shipping and handling charges, customs handling fees are NOT REFUNDED IF A MILITARY POST OFFICE BOX is used as the delivery address.
7.4 Can The Emirates High Street ship to P.O. Boxes?
Our European customers as well as our customers in the USA, Canada and Australia require a physical address. Please note if you enter a P.O. Box to a European country or the USA, Canada and Australia your package will not be sent and the shipping & handling, taxes and customs will not be refunded. Countries of Exception are below:
Arabia Hong Kong Kuwait Nigeria Saudi Tanzania Zambia
Bangladesh India Lebanon Oman Singapore Thailand
Brazil Japan Malaysia Pakistan South Africa Uganda
Egypt Jordan Mauritius Philippines South Korea United Arab Emirates
Ethiopia Kenya New Zealand Qatar Sri Lanka Yemen
7.5 Does The Emirates High Street ship to a different address than the one that appears on my credit card?
Yes, all items ordered will be shipped to the address specified by the customer.
7.6 What is the shipping policy for my order?
Shipping of your order will depend on the delivery destination. Details of the shipping company will be included in the delivery note that will be sent out when the products are dispatched from the warehouse.
7.7 How long will it take to receive my order?
The length of time required to deliver the order will be dependant on the size and location of the order. When the order is dispatched from the warehouse the estimated delivery time will be included on the delivery note that will be sent to your e-mail account.
7.8 What time of the day will my order be delivered to the address provided?
For details of delivery time, please contact the courier specified in your order confirmation e-mail.
7.9 If I haven't received my shipment, who do I contact?
If you haven't received your shipment please contact the courier company that is provided in the delivery confirmation. If the courier company is unable to answer your question please send us an email using our 'Contact Us' form and we will get back to you as soon as possible.
7.10 Can I pick up the item instead of having it shipped?
The Emirates High Street has 4 FedEx pick up points within the UAE. Please allow for 5 days from the time of order confirmation for the goods to be delivered for pick up.

FedEx Express – Garhoud
Street 54, Off Marrakech Street,
Garhoud, Behind Emirates Group HQ,
Dubai – UAE
00971 4 253 1999
Operating Hours: Saturday to Thursday from 8:00am to 7:00pm

FedEx Express – Barsha
Warehouse 23 & 24, Street 5,
Al Quoz Industrial Area 3, Barsha,
Dubai – UAE
00971 4 372 0000
Operating Hours: Saturday to Thursday from 8:00am to 7:00pm

FedEx Express – Abu Dhabi
Warehouse A10, SkyCity Logistics Park,
Abu Dhabi International Airport,
Abu Dhabi – UAE
00971 2 404 8000
Operating Hours: Saturday to Thursday from 8:00am to 7:00pm

FedEx Express – Sharjah
Shop 44, Ground Floor, Crystal Plaza Tower B,
King Faisal Road, Buheirah Corniche,
Sharjah – UAE
00971 6 575 1782
Operating Hours: Saturday to Thursday from 8:00am to 7:00pm
7.11 How long do I have to collect my order from the pick up point?
Your order will be available for collection for 2 weeks from and including the day that you receive a delivery confirmation email.
7.12 What do I need to collect my order from the pick up point?
To collect an order from the pick up point you will be required to provide the following:
  • A copy of the email delivery confirmation including the airway bill number
  • Appropriate identification such as a valid driver's license, passport or Government issued ID
7.13 Can a friend or relative pick up an order from the pick up point on my behalf?
You can arrange for a friend or family member to pick up an order on your behalf, however this requires the following:
  • A copy of the email delivery confirmation including the airway bill number
  • Appropriate identification such as a valid driver's license, government issued ID or passport
  • The signed and fully completed letter of authorisation by the purchaser (all fields are mandatory) which clearly states the name of the person picking up the goods.
Please bring all required documents to the pick-up point. These do not need to be sent to us in advance. Please note: Goods will only be released to a third party with the duly completed letter of authorisation. Click here to download the letter of authorisation
8. Return
8.1 Can I return the product(s) if I change my mind?

If you are contracting as a consumer, you may cancel a Contract at any time within 14 days, beginning on the day after you received the Product(s). In this case, you will receive a full refund of the price paid for the Product(s) in accordance with paragraph 7.1 of our returns policy.

To cancel a Contract, you must send us an email using our 'Contact Us' form and we will get back to you as soon as possible. You must also return the Product(s) to us immediately, in the same condition in which you received them, and at your own cost and risk. You have a legal obligation to take reasonable care of the Product(s) whilst they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.

You will not have any right to cancel a Contract for the supply of any of the following Product(s):

  • Product(s) which are intended for everyday consumption;
  • Product(s) which concern the provision of accommodation, transport, catering or leisure services;
  • Product(s) consisting of any pre-arranged combination of the following transport, accommodation and other tourist services;
  • Product(s) consisting of the supply of goods made to your specification or personalised requirements; and
  • Product(s) consisting of the supply of audio-visual recordings or computer software if unsealed by you.

Please also note that you are not entitled to cancel a Contract for a Product(s) which has been used or damaged after delivery (except where that Product(s) is defective).

8.2 Under what circumstances can I return the product after the 14 day cooling off period?

In all cases you must send us an email using our 'Contact Us' form and we will get back to you as soon as possible.

We provide a 30 day returns guarantee from the time you receive the Product(s) under the following circumstances:

  • You receive the wrong order.
  • The Product(s) is defective.
  • The Product(s) is damaged in transit
  • A manufacturer advice requests that the Product(s) be returned.

If you receive the wrong order then you should send us an email using our 'Contact Us' form. We will arrange for the correct item to be shipped and in some cases for the incorrect item to be returned.

If the Product(s) is defective and therefore is covered under manufacturers' warranty then you should contact your local supplier of the Product(s) and arrange a replacement send us an email using our 'Contact Us' form and we will issue a shipping ticket to organise the return of the Product(s). Where a Product(s) is returned by you because it is defective, the wrong order, or on manufacturer's advice, any refund given will include the cost of your returning the Product(s) to us or we shall arrange pick-up and return at no cost to you. If the Product(s) is returned for any other reasons, we will not refund to you any delivery charges or Import Duties incurred by us in delivering the Product(s) to you and you will be responsible for contacting us to ensure that the Product(s) is returned to us.

If the Product(s) is defective we will examine the returned Product(s) and will notify you of any entitlement to a refund via e-mail within a reasonable period of time. We will usually process any refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you that you were entitled to a refund for the defective Product(s).

If the Product(s) is damaged in transit then you should not accept the package and the delivery company will be responsible for arranging a replacement Product(s).

We only accept returns through our returns process set out in paragraph 7 of the Terms and Conditions. If a Product(s) is not returned according to our returns process we are under no obligation to accept return of the Product(s) by you.

We will usually refund any money received from you using the same method originally used by you to pay for your Product(s). For the avoidance of doubt a Product(s) which has been returned in accordance with the returns policy and which has been purchased with any combination of Miles will be refunded by way of a credit back to the Skywards account that was debited and any money will be refunded back to the payment card used for part-payment of the Product(s).

We will not be responsible for returned Product(s) that are lost or damaged in transit except where we agree to arrange and pay for delivery of the same as provided for in the Terms and Conditions.

This returns policy excludes any products purchased directly from any other Emirates and/or Emirates Group and/or any other companies.

Please see the Terms and Conditions for additional information on our Returns policies.

8.3 When will I be credited for the item returned to you?
The returned item will be inspected at the warehouse and the condition of the same estimated. If all items are as per original packing, the amount paid at purchase will be credited to your credit card account.
8.4 Where do I find all the applicable terms & conditions?
To view the terms and conditions please click here.
9. Security
9.1 How secure are my credit card details?

All transactions are encrypted using SSL technology and our financial system is PCI complainant, for further information visit www.pcicomplianceguide.org. Basically, SSL is a method of electronic encryption that scrambles personal data before it is transmitted over the Internet.

You can tell that SSL is active when viewing the website by checking your browser's status bar - the area at the bottom of the browser window - you'll see a locked padlock icon that denotes that SSL is protecting your data.
9.2 What can I do if I am the victim of fraud?
Please contact your credit card company and send us an email using our 'Contact Us' form and we will get back to you as soon as possible.
10. Skysurfers redemptions
10.1 What is the Skysurfers programme?

Skysurfers is a club conceived by Skywards, for young frequent flyers between 2 and 16 years of age. Members earn Miles for flights with Emirates and our partners at the same rate as the adult Skywards programme, as well as having the opportunity to move up and enjoy the additional privileges of Skysurfers Silver and Gold membership.

Skysurfers can redeem their Miles for free flights or a variety of exciting rewards from The Emirates High Street. For more information, customers can visit www.skysurfers.com.

10.2 Can Skysurfers register online at The Emirates High Street?
No, registration to The Emirates High Street portal is only open to members aged 18 and above.
10.3 Can Skysurfers redeem their Miles for product purchases from The Emirates High Street?

Skysurfer Parents/Guardians can redeem their children's'/wards' Skysurfer Miles, by logging onto the Emirates High Street website using their Skywards membership account. They would then need to fill in the online Skysurfer Redemption Form, and submit it. An Emirates High Street service centre representative will contact the parent/guardian within 5 days, to verify details and to process the order request.

Please note, details of Skysurfer Miles can only appear in that parent/guardian who signed up their child/ward at the time of Skysurfer enrolment. Also, parent/guardian needs to be a Skywards member in order to log onto Emirates High Street.

>> go to Skysurfers online form

10.4 Can I combine Miles from my Skywards account and my childrens' Skysurfers account for product purchases from The Emirates High Street?
No.