FAQs

FAQs

How can I purchase a product from Ellay.com?

After registering your account, you can proceed to cart. Choose your desired payment method and place the order.
You can also reach our customer service through our multiple communication channels:

KSA Call Center: 920033200 - WhatsApp: 00966920033200

UAE Call Center: 0097145861100 - Whatsapp: 00971581133200

Email: Myorder@ellay.com

How do I reset my password?

A. Enter your E-mail address and click on "REQUEST PASSWORD" to get your password. After clicking on "Request password", we will send you an e-mail where you can create a new password for your account. You can also ring our call centre and they will email you the link that will allow you to reset your password.

KSA Call Center: 920033200 - WhatsApp: 00966920033200

UAE Call Center: 0097145861100 - Whatsapp: 00971581133200

Email: Myorder@ellay.com

How do I return an item(s)?

A. Ellay.com offers you the choice to return purchased item(s)*. Any order that falls within the returnable categories, which has been shipped, and is within the 14 days’ limit from the date of delivery, can be filed for return as per the following:

1. Exchange/Return can only be made within 14 days from the date of delivery.
2. Item should be in its original condition.
3. Item should be in the original box with the original tags.

List of non-returnable items:

  • Lingerie
  • Swimwear
  • Beauty products
  • Perfumes
  • Earrings
  • Hair accessories

For more information or to request a return, contact our customer service.

UAE Number: 0097145861100

KSA Number: 920033200

WhatsApp Number: 00971581133200

Email: Myorder@ellay.com

Is it possible to request a return for an item?

Yes, you can simply contact our call center and they will raise the request for you:

KSA Call Center: 920033200 - WhatsApp: 00966920033200

UAE Call Center: 0097145861100 - Whatsapp: 00971581133200

Email: Myorder@ellay.com

What are the payment methods used by Ellay.com?

We provide the payment options of Cash on Delivery (COD) or through Credit Cards (Visa and Mastercard).

How do I know the status of my order?

You can check the status of your order by logging on to the Aramex website and using the tracking number provided by our call center or you can call our support team and they will assist you.

KSA Call Center: 920033200 - WhatsApp: 00966920033200

UAE Call Center: 0097145861100 - Whatsapp: 00971581133200

Email: Myorder@ellay.com

Which countries do you ship to?

Currently we only ship orders to the UAE and KSA.

How can I contact Ellay.com?

You can get in touch through our multiple communication channels:

KSA Call Center: 920033200 - WhatsApp: 00966920033200

UAE Call Center: 0097145861100 - Whatsapp: 00971581133200

Email: Myorder@ellay.com

How many days does it take to deliver an item?

Your item will be delivered to your doorstep within 2-3 workings days in the UAE, and within 3-7 working days in the KSA.

I received a defective/damaged item, can I get a refund?

If you receive a damaged or defective item, you could return it in the same condition as you received it with the original box and/or packaging intact. Once we receive the returned item, we will inspect it and if the item is found to be defective or damaged, we will process your refund along with any shipping fees incurred.

I paid through my credit card, how will I receive a refund for my item?

If you have paid through your credit card, the money would be refunded to the same card you used to make the purchase.

I paid through Cash on Delivery, how will I receive a refund for my item?

If you have paid through Cash on Delivery (COD), the money would be refunded to your personal bank account.