Return Policy

Return Policy

When are ‘Returns’ not possible?

Sometimes it is difficult for us to support returns.

Below are a few scenarios:

1. Return request is placed beyond the specified time frame of 14 days from delivery.

2. Product is used, damaged, or is not in the original condition as received.

3. Products under specific categories like lingerie, swimwear, socks, beauty products, etc.

4. Used or installed consumable item.

5. Products with tampered or missing serial numbers.

6. Missing items from the original package you've received including price tags, labels, original packaging and accessories.

I have changed my mind; can I return what I have bought?

You have all the right to change your mind before receiving your order. Simply, give us a call to cancel your order before receiving it, and we will process the refund along with any shipping fees applied.

KSA Call Center: 920033200 - WhatsApp: 00966920033200

UAE Call Center: 0097145861100 - Whatsapp: 00971581133200

Email: Myorder@ellay.com

Or, you can inform the Aramex courier service once they get in touch with you to confirm a delivery time.

If you would like to return the item after receiving it, you have up to 14 days to return it, keeping the below conditions in mind:

- The item is not on the Non-Returnable list of items.

- The item must be returned with the unopened retail packaging (sealed/closed box) and still with its original seal

Can I return clothing & fashion accessories?

You can return any clothing or fashion accessory within 14 days, If:

- The item is not on the Non-Returnable list of items.
- The item is in the original condition as received and with the original packaging box and tags attached.

What are the items that cannot be returned?

Non-Returnable items include:
• Lingerie
• Swimwear
• Beauty products
• Perfumes
• Earrings
• Hair accessories
• In addition to any consumable item that has been used or installed.

How long does it take for the courier to collect the returned item(s)?

Typically, Aramex courier’s representative will contact you within 3-5 days from the day you requested a return. But, if you are staying in a remote area (Al Ahsa; Ta’if; Dammam; Buraidah; Khobar; Tabuk) it might take up to two weeks for the courier to collect the item.

Can I schedule a time with the courier to return an item?

As of now, you cannot contact Aramex courier directly to return an item. However, once Aramex courier representative gets in touch with you to schedule the pick-up time for a return item, you may provide your preferred timings to them. You could also drop off the product at their designated collection center which will be informed to you by our Customer Care team.

Can I return my item after 14 days?

There may be special situations in which you were not able to return the items within the 14 days. In such cases, please contact our Customer Care team:

KSA Call Center: 920033200 - WhatsApp: 00966920033200

UAE Call Center: 0097145861100 - Whatsapp: 00971581133200

Email: Myorder@ellay.com

What does ‘Retail Packaging’ never opened (Sealed & Closed Box) mean?

A brand-new, unused, unopened, undamaged item in its original packaging with the original tags.

The packaging should be the same as when it was delivered to you.

Can I return an item through my courier company or personally drop it anywhere?

Currently, the item can be returned to us only through our assigned courier service Aramex. However, depending on your location you could also drop off the item at their designated collection center, which will be informed to you by our Customer Care team.

Who pays for the shipping charges when I return an item?

You can return an item for free within 14 days from the delivery date. This is only applicable if an incorrect product or a defective product was delivered to you.

How do I get the Airway bill for the returned items?

When you place a request to return an item with our call center, the agent will send you the Airway bill by email. This Airway bill must be printed and given to the courier once he comes for the pickup.

KSA Call Center: 920033200 - WhatsApp: 00966920033200

UAE Call Center: 0097145861100 - Whatsapp: 00971581133200

Email: Myorder@ellay.com

I lost the original packaging in which I received the item, how can I still return it?

Ellay.com only accepts the return of an item if it is in the original box and/or packaging intact with all the labels and barcodes on it. Feel free to contact us for more information:

KSA Call Center: 920033200 - WhatsApp: 00966920033200

UAE Call Center: 0097145861100 - Whatsapp: 00971581133200

Email: Myorder@ellay.com