Privacy Policy:

This privacy policy has been formulated to assist customers/users to understand how their personal information will be preserved by Emirates Coop, when they visit the website, as Emirates Coop’s objective is to make available a good experience and quality service to all customers and users. Please note that Emirates Coop may amend this policy from time to time without prior notice. customers/users are advised to check this Policy on regular basis.

Emirates Coop is committed to adopting the highest standards when it comes to how we collect, use and protect your personal information, and have accordingly developed this privacy policy (the “Policy”), which interprets:

• the personal information we collect;
• the use of your personal information;
• how we protect the personal information we collect; and
•  the rights and choices you have in relation to your personal information.

This Policy applies if you use our services (referred to in this Policy as “our Services”). Using our Services means:

• Buying / Ordering services or products from any of our branches over the phone, in store, or online
• Taking part in our promotions & competitions and registering to receive our newsletters and offers 
This Policy also applies if you contact us or we contact you about our services.



When you register to our services, we may collect:


• Your personal details, including your postal and billing addresses, email address(es), phone number(s), date of birth, gender, and passport or ID number
• Your account login details, such as your username and the password (encrypted) that you have chosen; and
• Your interests, preferences, income, and other profiling information.

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

• Information about your online purchases (for example: what, when, where you ordered / bought and how you paid);
• Information about your online browsing behavior on our websites, mobile apps and public networks and information about when you click on one of our adverts (including those shown on other organizations websites);
• Information about devices you have used to access our services (including the make, model and operating system, IP address, browser type and mobile device identifiers); and
• Information about your precise geolocation.

When you use any of our Mazaya loyalty program to shop with us, we may collect:

• Transaction information, including the in-store and online purchases you earn points for and how you use your points, coupons, and vouchers within our branches and other partners.

When you contact us or we contact you or you take part in promotions, competitions, surveys or questionnaires about our services, we may collect:

• Personal information you provide about yourself; 

We may be required by law to collect personal information about you or as a consequence of any contractual relationship we have with you.


Make our services available to you 

We use your personal information to provide the services you have requested, including:

• Processing your orders and refunds; and 
• Managing the accounts you hold with us.

This is so we can provide the services to you in line with our contractual obligations to you.

Personalize your experience

We may use your personal information to personalize the marketing messages we send to you and to make them more relevant and interesting, as this is in our legitimate business interests. Where necessary we will obtain your consent first. We may use your personal information for this purpose in the following ways: 

• Using your online browsing behavior as well as your in-store and online purchases to help us better understand you as a customer and provide you with personalized offers and services; 

• Providing you with relevant marketing communications (including by email, post, telephone, SMS, or online advertising), relating to products and services we offer, and those of our suppliers and partners. As part of this, online advertising may be displayed on our websites and on other organizations websites and online media channels. We may also measure the effectiveness of our marketing communications and those of our suppliers and partners; 

• To help us to better understand you and provide you with services and marketing communications, that are relevant to your interests, we combine personal information we collect when you make purchases in-store with personal information collected from our websites and mobile apps.

We may use your personal information when we communicate with you, in order to:

• Contact you about our Services, for example by phone, email or post or by responding to social media posts that you have directed at us;

• Manage promotions and competitions you take part in, including those we run with our suppliers and partners;

Manage and improve our day-to-day operations

We analyze information about how you use our services to: 

• Manage and improve our websites and mobile apps; 

• Help to develop and improve our product range, services, stores, information technology systems, know-how and the way we communicate with you; 

• Detect and prevent fraud or other crime.

It is in our legitimate business interests to use the information provided to us for this purpose, so

we can understand any issues with our services to improve it. 



We maintain physical, technical, and organizational safeguards to secure your personal information from unauthorized access, use, alteration and destruction. However, no internet-based site can be 100% secure and we cannot be held responsible for unauthorized or unintended access that is beyond our control.


We operate channels, pages and accounts on some social media sites to inform, assist and engage with customers. We monitor and record comments and posts made on these channels about us so that we can improve our services. is not responsible for any information posted on those sites other than information we have posted ourselves. We do not endorse the social media sites themselves or any information posted on them by third parties.


We keep records for as long as required to:

a) manage purchases, memberships and provide the other relevant products or services anticipated by this Privacy Policy, including keeping you up-to-date with our marketing

b) personalize the products, services and communications with you

c) comply with the applicable record retention legal requirements. When deciding how long to keep your personal information after our relationship with you has ended, we take into account our legal obligations and regulators' expectations.


All marketing communications we send to you will provide you with a way to withdraw your consent to future marketing. If you no longer wish to receive promotional materials you may opt-out from receiving these communications or change your account settings, this will remove you from marketing lists.

Please note that if you unsubscribe from marketing communications you will still receive operational and service messages from us regarding the services or products you bought from us and responses to enquiries made to us, and that we may hold your details on a suppression list so we don't send you marketing communications in the future.



We use cookies and similar technologies, such as tags and pixels (“Cookies”), to personalize and improve your customer experience as you use 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 a range of data on your desktop computer, laptop or mobile device.


Cookies help us to provide important features and functionality on our websites and mobile apps, and we use them to improve your customer experience. For example, we use cookies to do the following:

  1. a) Improve the way our websites and mobile apps work
  2. b) Cookies allow us to personalize your experience and allow you to use many of their useful features.
    1. a. For example, we use Cookies so we can remember your preferences and the contents of your shopping basket when you return to our websites and mobile apps.
  3. c) Improve the performance of our websites and mobile apps
  4. Cookies can help us to understand how our websites and mobile apps are being used, for example, by telling us if you get an error messages as you browse. These Cookies collect data that is mostly aggregated and anonymous.
  5. d) Deliver relevant online advertising
    1. a. We use Cookies to help us deliver online advertising that we believe is most relevant to you on our websites and other organizations websites.
  6. e) Cookies used for this purpose are often placed on our websites by other organizations, and always with our permission. These Cookies may collect information about your online behavior, such as your IP address, the website you arrived from and information about your purchase history or the content of your shopping basket. This means that you may see our adverts on our websites and on other organizations’ websites. You may also see adverts for other organizations on our websites.
  7. f) To help us to deliver online advertising that is relevant to you, we may also combine data we collect through Cookies in the browser of your desktop computer or other devices with other data that we have collected (e.g. Loyalty program).
  8. g) Measuring the effectiveness of our marketing communications, including online advertising
  9. h) Cookies can tell us if you have seen a specific advert, and how long it has been since you have seen it. This information allows us to measure the effectiveness of our online advertising campaigns and control the number of times you are shown an advert.
  10. i) We also use Cookies to measure the effectiveness of our marketing communications, for example by telling us if you have opened a marketing email that we have sent you.
  11. j) Your choices when it comes to Cookies
  12. k) You can use your browser settings to accept or reject new Cookies and to delete existing Cookies. You can also set your browser to notify you each time new Cookies are placed on your computer or other device.
  13. l). If you choose to disable some or all Cookies, you may not be able to make full use of our platforms. For example, you may not be able to add item(s) to your shopping basket, proceed to checkout, or use some of our products and services that require you to sign in.
  14. m). Once you have given us your consent to the use of cookies, we shall store cookies on your computer or device. If you wish to withdraw your consent at any time, you will need to delete our cookies using your internet browser settings.



We may aggregate personal information and remove any identifying elements in order to analyze patterns and improve our marketing and promotional efforts, to analyze platform use, to improve our content and product offerings, and to customize our platforms’ content, layout, products and services, and we may appoint third parties to do this on our behalf, as set out above.


We gather certain usage information like the number and frequency of visitors to our platforms. This information may include which webpage you just came from, which webpage you next go to, what browser you are using, your device and your IP address. We only use such data in the aggregate. This collective data helps us to determine how much our customers use parts of our platforms, and do research on our users’ demographics, interests, and behavior to better understand and serve you.

 If you use buttons on our platforms linked to social media or similar sites (for example "Like" and/or "Share" buttons), content from our platforms may be sent back to that other website or service and, depending on your privacy settings, may be privately or publicly visible (for example to friends, followers, or generally to anyone who has access to your profile page).


You have the right to see or access the personal information we hold about you. To receive a copy, kindly email us at [email protected]

In addition, you have certain rights regarding your personal information, subject to local law. These include the following rights to:

• rectify the information we hold about you;

• erase your personal information;

• restrict our use of your personal information; 

• object to our use of your personal information;

• withdraw any consents you have provided for our use of your personal information;

• receive your personal information in a usable electronic format and transmit it to a third party (right to data portability); and

• lodge a complaint with your local data protection authority.

If you would like to discuss or exercise such rights, please contact us or email us at [email protected]

If you are concerned that any of the information we hold about you is incorrect, or out of date, please write to the email address above to report your concerns and we will take appropriate

steps to amend our records. 


Please note that we will likely require additional information from you in order to honor your requests. 



If you have any concerns about our compliance with applicable privacy laws or this privacy policy please write to us at [email protected]. We will respond to your concerns as soon as possible.


Our websites or mobile apps may contain links to other websites operated by other organizations that have their own privacy policies. Please make sure you read the terms and conditions and privacy policy carefully before providing any personal information on a website as we do not accept any responsibility or liability for websites of other organizations. 


Our platforms are not directed towards children. If you are providing personal information for an individual less than 13 years of age, you are providing us your affirmative parental consent as the legal parent or guardian to collect, use and process the information of the individual less than 13 years of age, consistent with this Privacy Policy.

Method Of Payments/Card Types Accepted 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 be made only in AED currency.

Excessive Capture

  1. For fresh dept. item(s) – fruits, vegetables, meat, fish, deli, roastery & bakery the final price will be determined as per the actual weight of the picked item(s). Price will be adjusted on the actual weight during dispatch. This is because we might not be able to give the exact weight/grammage on fresh products due to the nature of the item.
  2. Our staff will call you to inform you about the weight/grammage and price difference.
  3. On your approval we will collect the additional amount from your credit card. In the case of a lesser amount on weighted products we will only claim for the actual amount.
  4. Excessive Capture threshold will be 5% of the total amount.