FAQ
ORDER
If you receive the wrong item, please arrange for the return of the item through the Order Details page, selecting "incorrect items received" as the return reason. Please note, the item must be returned in the same condition it was received in within 5 days of receipt for a full refund including, where applicable, original Order delivery charges, cash handling fees, taxes and any duties.
For any missing items in your order, please visit the Contact Us section and send us an e-mail with your order number and the missing item's name and number. Our team will look into your request and back to you in 2-3 business days.
If you receive a damaged item, please arrange for the return of the item through the Order Details page, selecting "Parcel damaged on arrival" as the return reason. Please note that depending on stock, a replacement may not be available, and that defective items may also benefit from a manufacturer's defects warranty.
You can add a gift note to any order through your cart on the My Bag page, by pressing on the Add Your Gift Note section. If you would like to add a note after you made your order, simply Contact Us— please note, the request needs to be completed before your item is shipped.
Cancellation requests are final. To receive the items, simply make a new order.
In that case, please Contact Us or mention it in the gift message so we won't send the invoice with the order
The search bar allows you to search by brand, keyword, Product ID or description. The bar can be found on the top-left corner of the website, or at the top of the homepage on the app.
Any item that is sold out will mention Out of Stock on the product page. In rare cases, a product in your cart may become out of stock as you're in the check-out process and a notification will pop-up during the process. For out-of-stock items, keep them saved in your wish list in case they come back in stock.
Currently, gift cards aren't available. However, we are working to add this feature so stay tuned! For more on gifting and rewards.
Elepalace is exclusive to the KSA, UAE, Bahrain, Kuwait, Oman, Qatar and Egypt. We currently do not ship to anywhere else in the world.
Simply browse the site, click on the desired item then click on the Add to Bag button. The item will then be in your cart, which you can visit by clicking on the bag icon on the top-right corner on desktop or at the bottom of the app. Continue shopping and once you're ready to place your order, revisit your cart and press on Secure Checkout. Follow the simple prompts to complete the checkout process.
After placing your order, you will receive an e-mail to inform you that your order has been received. However, this does not mean that your order has been confirmed. If paying by payment card or PayPal, your order will only be accepted once your card details or PayPal payment have been approved, the delivery address has been verified and the items are located and shipped. From here, you will then receive a second e-mail from us confirming your order. In the event of a problem, however, you will quickly be informed and your payment will not be processed. For all Cash on Delivery orders. Your items will then be dispatched.
Currently, this service is not available. To change or add an item, the order has to be cancelled or another order has to be made. However, we're working on developing this option, so stay tuned.
Yes, however, this option is only available in the KSA and for Cash on Delivery payments simply WhatsApp us with the details of the items you wish to order at our WhatsApp number: +966 543245578. Our Customer Care team is available every day from 9am - 9pm, and can also be reached via e-mail at info@elepalace.com.
No, we do not charge any duties or customs tax.
No, we can currently only ship to one address per order.
Although items do come back in stock, product availability depends on the brand's stock so we cannot identify when an item will be back on the website. To keep track, simply add the item to your wish list and subscribe to our newsletters to stay updated. You can also check the New In section every Monday for all new additions. Items that are restocked will feature the Back in Stock tag.
We are sorry to hear that, please wait 10 minutes as it may be a delay from our system. If you still haven't received your confirmation with your invoice, please contact our Customer Care team through the Contact Us page.
Get early access to coveted collections ahead of the official launch. Pre-ordering ensures that you will secure the item before it sells out. Once your order is placed, we will deliver it to you as soon as it’s available.
All Pre-Order items must be paid for in full at the time of placing the order.
You can pay for your Pre-Order item by debit card, credit card, Apple Pay, Unfortunately no other payment methods will be accepted at this time.
Your item will be shipped according to the expected release date, as indicated on the product page of the item.
Yes, Pre-Order is available in all regions we currently ship to (UAE, Saudi Arabia Bahrain, Kuwait, Oman and Qatar).
You can check the status of your Pre-Order item and track it's shipment on the My Orders page.
You will be sent an email, Push Notification and SMS informing you once the item has been dispatched from our warehouse.
You can cancel your Pre-Order item at any time. Simply visit the My Orders section on the app. Please note that in the case of Pre-Order items the only mode of refund is store credit, the refund order value will be credited to your Elepalace store credit account and will not be transferred to your issuing bank for Debit/Credit card/Apple Pay accounts.
You will not see a refund on your bank statement as we will be crediting the money on your Elepalace store credit account, and you can use this money for your future purchases on Elepalace.
You can cancel your Pre-Order item within 5 days of receiving it. Simply visit the My Orders section on the app. Please note that in the case of Pre-Order items the only mode of refund is store credit, the refund order value will be credited to your Elepalace store credit account and will not be transferred to your issuing bank for Debit/Credit card/Apple Pay accounts.
You will not see a refund on your bank statement as we will be crediting the money on your Elepalace store credit account, and you can use this money for your future purchases on Elepalace.
PAYMENTS
To use your store credit balance you can follow these steps: log into your account, add your desired items to cart and visit your shopping bag. There, select the option to use your store credit balance then proceed to the checkout. Your amount will automatically be deducted from the total cost of your order. For more help, feel free to call our Customer Care team.
We current accept payments through Visa, MasterCard, PayPal, Apple Pay, Cash on Delivery and store credit. Cash on Delivery is currently available in KSA.
This may happen for a few reasons, like the CVV number not matching your card, the card number is wrong, or that your card has insufficient funds. In these cases, you will see an instant message on your order review screen. If the error persists, please contact your bank to see if there's an issue with your card.
Coupon Codes are valid only in accordance with their terms, until the date stated, are not redeemable for cash and cannot be used in conjunction with any other offer, sale or promotion. Some codes are also only available for a single use.
Unfortunately, you can only use one code at a time.
If an item you purchase goes on sale within 5 days of your purchase, your item qualifies for the discounted price. Please note, the item must be in the same size and color that was purchased. The difference between the purchase price and the sale price will be provided through a coupon code with no exclusions or expiry. Sale items with further reductions do not qualify for Price Difference. To claim the discount, contact us through our Contact Us page.
We now accept Apple Pay to facilitate payment on our app and devices that support Apple Pay. If you are using Apple Pay on a Mac device, you will only see this payment option available on Safari browsers whilst using iOS. You can pay with Apple Pay using a Visa, MasterCard or American Express. To pay using Apple Pay, add the items to your bag and when you are ready to place your order, select Apple Pay at checkout.
The currency will default to the currency of the region you are shopping from, which you can change at the top left hand side of the homepage. For mobile app, this can be changed from the menu.
No, we can currently only ship to one address per order.
DELIVERY
For GCC countries, please get in touch with the courier to rearrange your delivery by providing them with your tracking number.
To change your delivery time, please get in touch with the Customer Care team and they will fulfil your request.
If you have not received your free gift, it means the stock has finished. Please note that gifts are only available until stock lasts.
You can cancel your order when your order status is set as Ordered, before it's shipped. To cancel, simply visit the Order Details page through My Account, and select the Cancel button. If the payment has already been deducted from your account, you will be refunded in 7-10 working days.
If you order has already been processed and shipped, please wait for delivery then schedule a return by selected the Return Items button on the Order Delivery page.
Please get in touch with our Customer Care team and have your Order ID and the correct address ready. We will look into your request and get back to you within 4 working days.
Tracking your order is very easy, simply visit My Orders under More on the app or My Account on desktop. You will see the status of your order as Ordered, Shipped or Delivered. You can also visit Track My Order, available on the app menu and the footer of the website.
Orders made within KSA, Oman, Bahrain, Qatar and Kuwait may take 3-6 days to be delivered. To check the status, please visit Track My Order or My Orders. If we were unable to reach you at the scheduled deliver time, our team will have 2 more attempts, if you miss all delivery attempts, the package will be returned to our warehouse and your order will be cancelled. You will then receive your refund within 7-10 business days.
Simply contact our Customer Care team to change your address or reschedule your delivery. However, if your order has been shipped or if you placed your order via PayPal, you will not be able to change your address. Please note, any address changes need to be within the original country of delivery.
Free delivery for orders inside Saudi Arabia.
Our delivery takes 3-6 days
RETURN & REFUNDS
Store credit can only be added to your account if you have initiated a return for your Cash on Delivery order or any promotional activity from Elepalace.
Returns are extremely easy and simply, just visit My Orders from more via app or My Account via desktop, then click on your specific order and press on the Return button then add the return reason. Please make sure you have your Air Way Bill printed, if you don't find it in your box, please contact our Customer Care team and we will send it to you within 48 hours.
The return air waybill (AWB) will be inside your delivery box. If you lost the paper or have not received it, please request it from Customer Care team and we will send it to you within 48 hours.
To check the refunded amount, please check your return request confirmation e-mail which will include the breakdown of your refund and the credit memo.
Editing a return request is not possible. However, you may simply do so at pick-up, by adding in all the items that you would like to return even if they have not been requested in your official return request. We will then process the refund once they have reached our warehouse and the quality check is performed.
As per our policy, the eligible items can be returned up to 5 days only.
Before creating a return request, please make sure that your order status is marked as Complete. If the status has not been updated yet, please send us an inquiry with your order number and we will get back to you confirming that you can proceed with your return. If you have already placed a Return Request for an order, you will not be able to place a second one for the same order before the process is complete.
Kindly contact our Customer Care team and they will cancel your request.
Unfortunately, exchanges are currently unavailable. Instead, please return your item within 05 days and make a new order.
Once your Return Request is submitted and the order has been collected, the items return go through a quality check where our specialists evaluate the item within 2-3 days. You will then receive an e-mail confirming the approval or rejection of your request. If approved, you will receive your refund within 7-10 days. If rejected, the item will be sent back and you will not receive a refund. Please see below for the refund methods for each type of payment:
Credit cards: refund will be credited by your bank within 10 working days.
Cash on Delivery: refund will be received as store credit within 24 hours.
Store Credit: credit will be refunded within 24 hours.
PayPal: refund will be received as soon as it is processed by PayPal.
Please note that MADA refunds take longer when the refund is processed after 14 days (post purchase date). Hence, according to MADA Guidelines, the refund doesn’t happen automatically but a manual request is shared with the bank to refund the amount to your account.
Therefore, once your Return Request is submitted and the order has been collected, the items go through a quality check where our specialists evaluate the item within 2-3 days. You will then receive an e-mail confirming the approval or rejection of your request. If approved, you will receive your MADA refund within 2-3 weeks once bank has processed the refund request.
Alternatively, if you opt for store credit refund, amount will be refunded to your account as store credit within 24 hours.
For any gift returns, please contact our Customer Care team and they will be able to assist you. Please note that when a return is made, the account from which the order was made will receive an automated notification for the return.
You can monitor your return through My Orders via More on app or My Account on desktop. The statuses indicate the following:
Return Requested: our team will call you to schedule the pick-up within the next 3 days.
Return Approved: your order is being evaluated under the quality check process.
Returned: once the quality check process is finalized, you will receive an email confirming if your return was approved and how long it will take to receive the refund.
Cash on Delivery orders are refunded as store credit and can be use anywhere across the website, however, receiving back the cash is not available.
We offer a 5-day returns policy. Items must be unworn, unused, in the original packaging with the tags still attached and in a resalable condition. We do not currently offer exchanges however, we do offer full refunds on eligible returns. Please note that the following items cannot be returned: beauty, grooming, underwear, earrings, candles, face masks and vintage pieces.
We love to hear your thoughts and create an even more luxurious experience, you can share your feedback by using this form. You can also send us your feedback through the e-mail you will receive to evaluate your experience.
Returns are cost-free.
MY ACCOUNT
visit My Account then click on My Address Book. Select the address with the number you'd like to update, click Edit then press on save once the change has been made
visit My Account then click on My Address Book. Select the address you'd like to update, click Edit then press on save once the change has been made.
Simply visit My Account on your desktop.
You can contact our Customer Care team via phone on the details listed below or through e-mail at info@elepalace.com. Or WhatsApp number: +966 543245578. The Customer Care will be available from 9am to 9pm.
You do not need an account to shop at Elepalace by checking out as a guest. However, having an account means exclusive member benefits including sales and VIP offers, new season previews and new additions updates, saving your wish list items, saving your address and payment details for fast checkout, easy order tracking and updates and much more.
We take data protection very seriously here. Information you provide to us via our Website is stored on secure servers. Any payment transactions carried out through our Website will be encrypted using Secure Socket Layer technology. Your card details and passwords are not available to any of our employees. However, please note that it is your responsibility to keep any Website passwords or log-in codes issued to or chosen by you confidential. We do share general, non-private information with carefully selected third parties, but we take care in doing so. For full details on how we handle data, please read our Privacy Policy.
If you are a registered user and forget your password, click on Forgot Password at log-in and you will receive an e-mail with instructions on how to reset it. For any other technical difficulties, please contact our Customer Care team.
