The other day, I had a friend’s birthday celebration to attend, and having put off getting a present for her until the last minute, I was relieved to find something I thought she’d like on one of the top luxury retail apps in the UAE. It was one of those moments that made me marvel at the ease of e-commerce – barely two hours after placing the order on my phone, the item was at my doorstep. But then, a problem. The product I had gotten seemed to have a fault.