By placing an order through this Website, you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
Shipping Costs
Shipping fees are shown and collected at checkout. The fee shown at checkout is the final shipping cost to the customer.
Shipping Domestically (UAE)
All orders within the United Arab Emirates are shipped using Shipa courier. Delivery is a flat AED 25, and free of charge for all orders of AED 1,100 and above.
Shipping to GCC & Internationally
All orders outside the UAE, including the GCC, are shipped using DHL Express. Shipping is free for all orders of AED 1,500 and above; for smaller orders the DHL shipping cost is calculated automatically at checkout according to your shipping address. Depending on customs, delivery takes 5-7 working days, unless customs holds the item for any extra information or tax payments with the customer.
Delivery Terms
Generally orders are sent for shipping within 1-2 working days.
However, during high seasons, sales and offers the delivery time could take 2-3 working days within UAE and 10-14 working days internationally.
Change of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
P.O. Box Shipping
We are unable to offer shipping to P.O.Box addresses.
Military Address Shipping
We are unable to offer shipping to military addresses.
Items Out of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.
Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
Parcels Damaged in Transit
If you find a parcel is damaged in-transit, please take a picture of the parcel and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
Duties & Taxes
Sales Tax
Sales tax (VAT) will be calculated at checkout page based on your shipping and billing addresses.
Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and Ellevens encourages you to be aware of these potential costs before placing an order with us.
Refund & Exchange
We accept returns within 3 days of delivery within the UAE and 7 days of delivery for international orders. Purchases must be returned with their original packaging and in perfect condition. To start a return, please email info@ellevens.ae. Full details are on our Returns & Exchanges page.
Once your return has been received and accepted, your refund will be processed within 5–7 business days to the original payment method.
Final Sale items may not be returned.
For any more information or inquiries please contact our customer service at info@ellevens.ae
Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.
Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
Customer service
For all customer service inquiries, please email us at info@ellevens.ae