I have received a wrong or damaged item
In this unlikely situation, please visit the Contact Us section and reach out either through WhatsApp at +971547777901 for instant support or send an email to support@eliz.ae. Include your order number, the name and number of the wrong or damaged item, and attach a picture of the item. Our team will review your request and get back to you within 12 hours.
I have a missing item in my order
For any missing items in your order, please visit the Contact Us section and reach out through WhatsApp at +971547777901 for instant support or send an email to support@eliz.ae with your order number and the missing item’s name and number. Our team will review your request and get back to you within 12 hours.
How do I place an order as a gift?
To include a gift note with your order, follow these steps:
1. Navigate to your cart on the My Bag page.
2. Click on the “Add Your Gift Note” section.
3. Enter your desired gift note message and click “Submit.”
If you want to add a note after placing the order, contact us via phone or WhatsApp. Remember to request this before your order is shipped. For 2-hour and 3-hour delivery, adding a gift note after the order is placed is not possible.
Is there a way to reverse an order cancellation?
Unfortunately, once an order cancellation is requested, it cannot be reversed. If you still want to receive the items, you’ll need to create a new order for them.
I placed an order as a gift and I want to make sure that price tags are removed and no invoice is included with the order.
Please be assured that when you place an order as a gift, price tags will be removed and no invoice will be included in the package.
How will I know if an item is out-of-stock?
Any item that is sold out will be marked as ‘Out of Stock’ on the product page. In rare cases, a product in your cart may become out of stock during the checkout process, and a notification will pop up. For out-of-stock items, add them to your wish list, and you will be notified once they are back in stock.
Do you offer gift cards?
At the moment, we don’t offer gift cards, but we’re actively working on introducing this feature in the future. Keep an eye out for updates!
How will I know if Eliz has received my order?
After placing your order, you will receive an email confirming that your order has been received. You will then receive an email with the order invoice. Once your order is shipped from the warehouse to the delivery team, you will receive a third email stating that your order has been shipped.
Can I change or amend the items in my order once it has been placed?
At the moment, you can cancel part of the order. To change or add items, please cancel the order and place a new one. We are actively working on developing more flexible options, so stay tuned for updates!
Is there a cost for duties and tax?
No, Eliz covers all duties and customs taxes. All our items are sent from our Dubai warehouse.
An item I want is out of stock, when will it become available again?
Although items do not often come back in stock as we try to limit our items to make you feel unique, you can add out-of-stock items to your wish list to be notified if they become available again.
I have placed an order and the amount was deducted, but I did not receive an order confirmation.
We are sorry to hear that. Please wait for 10 minutes as there might be a slight delay in receiving the order confirmation due to our system processing the transaction. If you still haven’t received your confirmation with your invoice, please contact our Customer Care team through the Contact Us page. Kindly provide us with the email address and phone number used while placing the order to help investigate the matter.
When can I expect to receive my order?
Your order will be shipped according to the expected release date, as indicated on the shipping address page after clicking on secure checkout.
What does Pre-Order Mean?
Pre-ordering allows you to get early access to desired collections ahead of the official launch. When you pre-order an item, you secure it before it becomes available for general purchase. This means you have the advantage of reserving the product before it potentially sells out.
Once you place a pre-order, rest assured that we will deliver the item to you as soon as it becomes available in our inventory. You won’t have to worry about missing out on the item, as your order is prioritized, and you’ll be among the first to receive it once it’s ready to be shipped.
When do I need to pay for my pre-ordered items?
All Pre-Order items must be paid for in full at the time of placing the order.
What happens if I want to return my order after I have received it?
You can cancel your Pre-Order item within 7 days of receiving it. Visit the My Orders section on the app. For Pre-Order items, the only mode of refund is store credit. The refund order value will be credited to your Eliz 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 to your Eliz store credit account, which you can use for future purchases on Eliz.
How will I get my refund for a Pre-Order?
For all pre-orders, refunds will be processed in the form of store credit on your Eliz account. The refunded amount will not be transferred back to your original payment method, whether it’s a debit card, credit card, or Apple Pay account.
If I wish to exchange a gift, will the gift sender be notified?
You can return the gift without notifying the sender. The refund will be processed in the form of store credit. However, please note that Amber points will be refunded to the original customer (gift sender). Consequently, orders fully paid with Amber points will not be accepted for return. Exchange is not possible at the moment, but when you return the item, you will get store credit that you can use for future purchases.
Does Eliz have a physical store?
Eliz does not operate a physical store.
Can I send multiple gifts in separate packages within the same order?
To send multiple gifts, separate orders are required.
Is gift wrapping available?
We offer special gift wrapping. During the checkout process, click on the plus sign (+) in the “Add Gift Message” section to include a gift note. Our dedicated team will be notified and ensure a beautifully wrapped box for your special occasion.
What is a Gift with Purchase and how can I receive it?
A Gift with Purchase is a special offer where you receive a complimentary gift when you purchase from specific brands listed in the offer banner. Please note that regional exclusions and minimum spending requirements may apply. The availability of gifts is subject to stock availability. To receive a Gift with Purchase, simply purchase from the eligible brands mentioned in the offer. The gift will be automatically added to your cart if your purchase qualifies for the promotion. If you’re an iOS app user, you might need to tap “Select your free samples” on your ‘Bag’ page to select the free samples you love. If you need to return items from your order, the gift should be returned along with the item in its original received condition.
Making a payment with Eliz couldn’t be simpler.
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Cash on Delivery, and online store credit. We also offer a payment in installments option via third-party providers (each a “Delayed Payment Provider”) subject to you meeting the Delayed Payment Provider’s eligibility criteria and entering into a contract with the Delayed Payment Provider. Cash on Delivery is permitted for orders up to 30,000 AED. We do not accept cheques. As PayPal does not support AED, all transactions completed through PayPal will be charged in USD. Due to this currency conversion, an additional charge will be added when completing your PayPal payment.
You have the option to convert your purchases into monthly installments subject to the Terms & Conditions of your bank. This option will be available to you at the time of Secure Checkout where you can select the period of time over which you want to spread the payments for the purchase along with any fees or interest, if applicable.
Please note that if you return or cancel an item where you have opted to break the purchase price into installments, you must contact your bank to cancel the installment plan or address any processing fees that may apply.
The currency you wish to shop and pay with will default to the currency of the region you are browsing in, which you can change at the top left-hand side of the homepage.
After following the necessary steps to place your order, fill in your preferred methods of payment along with your details.
You will receive an email informing 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/PayPal payment have been approved, the delivery address has been verified, and the items are located and shipped.
You will then receive a second email from us confirming your order. In the event of a problem, you will be informed quickly and your payment will not be processed.
For further help or technical issues, please contact our customer care team from 10am-10pm on our UAE toll-free number 8003549, email support@eliz.ae, or WhatsApp +971547777901.
I missed the delivery; how do I get the order reshipped?
If you missed the delivery of your order, don’t worry; we’re here to help. We understand it can be difficult to be available for deliveries at all times. We make three delivery attempts to accommodate your schedule in the UAE. If you miss all the delivery attempts or wish to schedule the delivery at a specific date and time that suits you best, please contact our customer care team via phone or WhatsApp for immediate support, or send us an email with your order number and delivery request. Visit the Contact Us section on our website or app for more details. Our dedicated customer care team will assist you in rescheduling the delivery to ensure you receive your order conveniently and without hassle.
How can I change my delivery address or scheduled delivery date?
To update your delivery address or reschedule the delivery date, contact our Customer Care team using your registered phone number or send an email from the email associated with your account. Email verification might be necessary for any modifications. Our team will guide you through the process. Please note that if your order has already been shipped, changing the address might not be possible. Also, any changes should be within the original delivery country. Modifying the delivery address could affect the delivery timeline, possibly causing a delay in receiving your order.
I didn’t receive the gift with purchase with my purchase. What should I do?
We are sorry to hear that you did not receive your gift with purchase. There are a few possibilities to consider:
Stock Availability:
If the gift is out of stock, it might not be included with your purchase. Gifts with purchases are only available until stock lasts.
Criteria for Eligibility:
Ensure you meet all the criteria specified for receiving the gift with purchase, as mentioned in the promotion details.
When and how can I cancel my order?
You can cancel your order if it has not been shipped yet. To do so, follow these simple steps:
1. Visit the My Orders section on our app or website.
2. Click on “View Order Details” for the specific order you wish to cancel.
3. At the bottom of the order details page, click on “Cancel Order.”
4. Click on “Cancel Order” to initiate the cancellation process.
If your payment has already been processed, a refund will be issued within 5-14 business days. Please note that you can only cancel your order if it has not been dispatched for shipping. Once the order has been shipped, the cancellation option will no longer be available. If your order has already been shipped and you need to request a cancellation or assistance, please visit the Contact Us section on our app or website. You can reach out to us through phone or WhatsApp for immediate support, or send us an email. Our team will review your request and get back to you in 2-3 days.
My order was delivered to the wrong address. What should I do?
If your order was delivered to an incorrect address, please visit the Contact Us section on our app or website. You can reach out to us through phone or WhatsApp for immediate support, or send us an email. Our team will look into your request and get back to you in 2-3 days.
Why haven’t I received my order yet?
For orders placed within KSA, Oman, Bahrain, Qatar, and Kuwait, the delivery time can range from 2 to 6 days. To track your order status, please click on the “Track My Order” or “My Orders” sections. If we are unable to reach you during the scheduled delivery time, our team will make two more attempts. If needed, you can contact our customer care team via phone or WhatsApp for immediate support, or send us an email with your order number and full address details. Our team will promptly respond within 2-3 days. If all delivery attempts are missed, the package will be returned to our warehouse, and your order will be cancelled. Your refund will be processed based on the payment method used when placing the order.
What are the shipping fees and how long does it take to deliver my order?
All shipping costs and estimated delivery times can be found on the Shipping and Delivery page.
How long does it take to deliver my order?
Please see the delivery timelines below for each country:
– UAE: 2-hour delivery, same-day delivery & next day delivery in Dubai. Next day delivery in the rest of UAE.
– Oman: 2-4 days
– Kuwait: 1-3 days
– Bahrain: 2-4 days
– Qatar: 1-3 days
Can I place an order outside the GCC?
We only deliver to Gulf Cooperation Countries:
United Arab Emirates, Kingdom of Saudi Arabia, Bahrain, Qatar, Kuwait & Oman.
How fast is the Express Delivery service and does it cover all cities?
Eliz offers exclusive Express Delivery to customers in Dubai only:
– Dubai: 2-hour delivery
Enjoy swift and efficient service with Eliz Express Delivery. Please check availability during checkout.
Do you support International Shipping?
Eliz exclusively delivers within the GCC (Gulf Cooperation Council) region. We value your interest and apologize for any inconvenience.
Why am I unable to order beauty items in Qatar?
Due to customs regulations and authorities’ restrictions, Eliz is currently unable to deliver beauty items classified as “Dangerous Goods” to Qatar.
What should I do if I believe I should have received the gift with purchase?
If you are certain that you meet all the criteria and the gift was shown in your bag during checkout but you still did not receive it, we are sorry to hear that. Please reach out to our customer care team via phone or WhatsApp for immediate support, or send us an email with your order number and delivery request. Visit the Contact Us section on our website or app for more details.
How can I add store credit to my account?
Store credit can only be added if you have initiated a return for your Cash on Delivery order, Card Payment refunds, or any promotional activity from Eliz.
How can I return a product?
Returning a product is simple:
– For UAE Orders:
– Select “My Orders” under “More” on the Eliz app or “My Account” for desktop users.
– Choose the specific order you want to return and click on “Return.”
– Provide the reason for your return.
– For Orders outside the UAE:
– Follow the same steps as above.
– Visit the DHL website to schedule a pick-up.
If you’re unable to locate your order in your account, please contact our Customer Care team for assistance.
Where do I find my return air waybill (AWB) number?
The return AWB will be inside your delivery box. If you lost the paper or have not received it, please request it from our Customer Care team.
When can I expect my refund and how can I verify it?
Refunds are processed based on the payment method you used. For Credit Card Payments, your bank will process the refund within 5 to 14 working days. For Cash on Delivery Orders, the refund will be provided as store credit within 1 day. To verify the refunded amount, please review the return request confirmation email you received.
Can I modify the number of items in my return?
Once a return request is submitted, it cannot be edited. However, you can include additional items for return during the pick-up process. Please contact us if you do so to prevent any refund delays.
Can I get a refund if it’s been more than 30 days?
Unfortunately, our policy allows returns for eligible items within 30 days only.
I’m unable to create a Return Request.
Before creating a return request, ensure that your order status is marked as Complete. If you’ve 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.
How can I cancel my return request?
You can cancel your return request from the app or website under “My Orders” or contact us for assistance.
How can I Exchange my product size?
The exchange option is only available for UAE orders. Requesting an exchange is easy and can be done through the Eliz app or website.
Which items are eligible for a size exchange?
As of today, we only enable size exchange for one item at a time. Please note that some items may not be eligible for size exchange due to various reasons.
Can I cancel an Exchange request?
Yes, you can cancel the Exchange request from the app or website.
What if my exchange order is cancelled after the return is processed?
If the exchange order is cancelled after the return is processed, the customer will receive the refund in their account as store credit.
I have exceeded the 30 days; can I still get a size exchange?
No, as per our policy, eligible items can be exchanged for up to 30 days only.
I’m unable to create a Size Exchange Request.
Ensure that your order status is marked as Complete before creating an exchange request.
How can I track my Size Exchange?
You can monitor your exchange through “My Orders” via the app or website.
What is the size Exchange policy?
We offer a 30-day exchange policy for unworn, unused items in the original packaging with tags attached.
Can I return a gift?
For any gift returns, kindly contact our Customer Care team for assistance.
Can I receive a cash refund for my Cash on Delivery order return?
No, refunds for Cash on Delivery orders are provided as store credit only.
How can I change my phone number and address?
To update your phone number and address:
– On iOS, tap on “More” at the bottom right corner, then click on your name and go to “My Addresses.” On Desktop or Android, visit “My Account” and click on “My Address Book.”
– Select the address you wish to update, click “Edit,” make the necessary changes, and then press “Save.”
If you need to update the address or phone number for an order that has already been placed, please contact our customer care team through the “Contact Us” section on our website or app.
How can I view all of my orders?
To check all of your orders:
– On iOS, tap on “More” and navigate to “My Orders.”
– On Desktop or Android, go to “My Account” and select “My Orders.”
This will allow you to access a comprehensive list of your orders.
How can I stop receiving emails and SMS from Eliz?
To unsubscribe from our emails and SMS:
– On iOS, tap on “More” and go to “Settings.” On Desktop or Android, access “Account” and select “Communication Preferences.”
– Edit your subscription preferences as needed.
If you subscribed using your Apple ID, ensure you use the same email address when unsubscribing. Contact us if you subscribed to the newsletter without registering and wish to unsubscribe.
Is it necessary to create an account to shop?
Creating an account is not mandatory for shopping at Eliz. You can proceed as a guest during checkout. However, having an account offers exclusive benefits, such as access to sales, VIP offers, previews of new seasons and additions, wish list items saving, address and payment details storage for quick checkout, simplified order tracking, updates, return request processing, and order management.
Is my personal information kept confidential?
We prioritize the privacy and confidentiality of your data. We only share it with your consent or as legally permitted. For more information, refer to our Privacy Policy.
What should I do if I can’t remember my password or if I’m facing issues with my account?
If you can’t recall your password, click on the “Forgot your password” link on the Sign In page. Input your email address, and you’ll receive an email with instructions on how to reset your password. For technical problems, contact our customer care team via the Contact Us section.
How can I reach customer service?
For inquiries or assistance, visit the Contact Us section on our website or app. You can reach us via phone, WhatsApp, email, or any available Social Media platform.
What are Personal Shopping Benefits?
Personal Shopping Benefits is a program exclusively designed for our most dedicated customers. It offers a range of special benefits, including Personal Styling with dedicated fashion advisors, Shopping on Behalf, Try and Buy, and more.
How do I qualify for Personal Shopping Benefits?
Personal Shopping Benefits are rewarded to our most avid shoppers. To qualify, you need to achieve and maintain a minimum annual spend. These are the spending thresholds for each country:
– UAE: 50,000 AED
– KSA: 55,000 SAR
– Qatar: 50,000 QAR
– Oman: 5,000 OMR
– Bahrain: 5,000 BHD
– Kuwait: 4,000 KWD
How is eligibility spending calculated?
Eligible spending is calculated based on all completed orders (excluding returns and cancellations) over one year, starting from 31 days ago. Orders within the last 31 days are not counted until they are no longer returnable.
How long can I benefit from the Personal Shopping Benefits?
Membership in the Personal Shopping Benefits lasts for 12 months from the joining date.
How can I maintain my eligibility and renew the Personal Shopping Benefits?
To renew for another year, your Confirmed amount needs to meet the minimum spending thresholds for your country.
What is the Confirmed amount?
The Confirmed amount represents the amount you’ve spent on completed orders since joining the Personal Shopping Benefits, excluding returns and cancellations.
What is the Pending amount?
The Pending amount is what you’ve spent on orders still within the returnable period.
What if I shop from different countries on Eliz?
Eliz operates in several countries in the GCC. Your Eliz account is linked to your “home country”, where the account was created. When you join the Personal Shopping Benefits, your home country’s conditions, including currency and eligibility thresholds, apply.
How can I earn the eligible, pending, and confirmed amounts?
These amounts are calculated for every purchase made with your Eliz account, excluding returns and cancellations.
How can I keep track of my spending and eligibility status in the program?
You can easily monitor your spending and eligibility status by logging into your Eliz account.
What happens if I don’t meet the renewal criteria?
If your Confirmed amount doesn’t meet the minimum threshold, access to the program’s benefits will be revoked.
What are the benefits of being part of the Personal Shopping Benefits?
As a member, you enjoy exclusive benefits, such as Personal Styling with dedicated fashion advisors, Shopping on Behalf, Try and Buy, personal Lookbooks, and Special offers.
Is the program available to all Eliz customers?
The program is currently available only to existing Personal Shopping customers, but soon, every customer with an Eliz account who meets the eligibility criteria will be able to request to join.
Is the program available on all devices?
Currently, the program is available only for customers using the Eliz iOS app.
Is the program available in all countries?
The program is available to customers in all countries where Eliz operates.
How can I apply to join the program?
Currently, the program is available only for existing Personal Shopping customers by invitation.
Are there any fees associated with the Personal Shopping Benefits?
No, the benefits offered are completely free of charge.
How can I contact my personal shopper?
You can find your dedicated personal shopper’s contact details on the Personal Shopping Benefits dedicated page.
How can I track my personal shopping orders and deliveries?
You can track personal shopping orders from the “My Orders” section, just like any other order.
What is the return policy for Personal Shopping purchases?
The return policy for personal shopping orders is the same as for any other order, which is 30 days.
Can I gift the Personal Shopping Benefits to someone else?
No, the Personal Shopping Benefits are intended for personal use.
How often can I use the services of my personal shopper?
Your personal shopper is available to assist you as often as you need.
Are there any exclusive events or sales for Personal Shopping Benefits members?
Yes, Personal Shopping Benefits members have access to special events and promotions, and your personal shopper will keep you informed.
Can I pause or temporarily suspend my participation in the program?
While pausing the program is not an available option, you have the flexibility to terminate your participation at any time by reaching out to your dedicated personal shopper. They will assist you in the process, ensuring that your eligibility and confirmed spending are appropriately updated.
I have received a wrong or damaged item
In this unlikely situation, please visit the Contact Us section and reach out either through WhatsApp at +971547777901 for instant support or send an email to support@eliz.ae. Include your order number, the name and number of the wrong or damaged item, and attach a picture of the item. Our team will review your request and get back to you within 12 hours.
I have a missing item in my order
For any missing items in your order, please visit the Contact Us section and reach out through WhatsApp at +971547777901 for instant support or send an email to support@eliz.ae with your order number and the missing item’s name and number. Our team will review your request and get back to you within 12 hours.
How do I place an order as a gift?
To include a gift note with your order, follow these steps:
1. Navigate to your cart on the My Bag page.
2. Click on the “Add Your Gift Note” section.
3. Enter your desired gift note message and click “Submit.”
If you want to add a note after placing the order, contact us via phone or WhatsApp. Remember to request this before your order is shipped. For 2-hour and 3-hour delivery, adding a gift note after the order is placed is not possible.
Is there a way to reverse an order cancellation?
Unfortunately, once an order cancellation is requested, it cannot be reversed. If you still want to receive the items, you’ll need to create a new order for them.
I placed an order as a gift and I want to make sure that price tags are removed and no invoice is included with the order.
Please be assured that when you place an order as a gift, price tags will be removed and no invoice will be included in the package.
How will I know if an item is out-of-stock?
Any item that is sold out will be marked as ‘Out of Stock’ on the product page. In rare cases, a product in your cart may become out of stock during the checkout process, and a notification will pop up. For out-of-stock items, add them to your wish list, and you will be notified once they are back in stock.
Do you offer gift cards?
At the moment, we don’t offer gift cards, but we’re actively working on introducing this feature in the future. Keep an eye out for updates!
How will I know if Eliz has received my order?
After placing your order, you will receive an email confirming that your order has been received. You will then receive an email with the order invoice. Once your order is shipped from the warehouse to the delivery team, you will receive a third email stating that your order has been shipped.
Can I change or amend the items in my order once it has been placed?
At the moment, you can cancel part of the order. To change or add items, please cancel the order and place a new one. We are actively working on developing more flexible options, so stay tuned for updates!
Is there a cost for duties and tax?
No, Eliz covers all duties and customs taxes. All our items are sent from our Dubai warehouse.
An item I want is out of stock, when will it become available again?
Although items do not often come back in stock as we try to limit our items to make you feel unique, you can add out-of-stock items to your wish list to be notified if they become available again.
I have placed an order and the amount was deducted, but I did not receive an order confirmation.
We are sorry to hear that. Please wait for 10 minutes as there might be a slight delay in receiving the order confirmation due to our system processing the transaction. If you still haven’t received your confirmation with your invoice, please contact our Customer Care team through the Contact Us page. Kindly provide us with the email address and phone number used while placing the order to help investigate the matter.
When can I expect to receive my order?
Your order will be shipped according to the expected release date, as indicated on the shipping address page after clicking on secure checkout.
What does Pre-Order Mean?
Pre-ordering allows you to get early access to desired collections ahead of the official launch. When you pre-order an item, you secure it before it becomes available for general purchase. This means you have the advantage of reserving the product before it potentially sells out.
Once you place a pre-order, rest assured that we will deliver the item to you as soon as it becomes available in our inventory. You won’t have to worry about missing out on the item, as your order is prioritized, and you’ll be among the first to receive it once it’s ready to be shipped.
When do I need to pay for my pre-ordered items?
All Pre-Order items must be paid for in full at the time of placing the order.
What happens if I want to return my order after I have received it?
You can cancel your Pre-Order item within 7 days of receiving it. Visit the My Orders section on the app. For Pre-Order items, the only mode of refund is store credit. The refund order value will be credited to your Eliz 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 to your Eliz store credit account, which you can use for future purchases on Eliz.
How will I get my refund for a Pre-Order?
For all pre-orders, refunds will be processed in the form of store credit on your Eliz account. The refunded amount will not be transferred back to your original payment method, whether it’s a debit card, credit card, or Apple Pay account.
If I wish to exchange a gift, will the gift sender be notified?
You can return the gift without notifying the sender. The refund will be processed in the form of store credit. However, please note that Amber points will be refunded to the original customer (gift sender). Consequently, orders fully paid with Amber points will not be accepted for return. Exchange is not possible at the moment, but when you return the item, you will get store credit that you can use for future purchases.
Does Eliz have a physical store?
Eliz does not operate a physical store.
Can I send multiple gifts in separate packages within the same order?
To send multiple gifts, separate orders are required.
Is gift wrapping available?
We offer special gift wrapping. During the checkout process, click on the plus sign (+) in the “Add Gift Message” section to include a gift note. Our dedicated team will be notified and ensure a beautifully wrapped box for your special occasion.
What is a Gift with Purchase and how can I receive it?
A Gift with Purchase is a special offer where you receive a complimentary gift when you purchase from specific brands listed in the offer banner. Please note that regional exclusions and minimum spending requirements may apply. The availability of gifts is subject to stock availability. To receive a Gift with Purchase, simply purchase from the eligible brands mentioned in the offer. The gift will be automatically added to your cart if your purchase qualifies for the promotion. If you’re an iOS app user, you might need to tap “Select your free samples” on your ‘Bag’ page to select the free samples you love. If you need to return items from your order, the gift should be returned along with the item in its original received condition.
Making a payment with Eliz couldn’t be simpler.
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Cash on Delivery, and online store credit. We also offer a payment in installments option via third-party providers (each a “Delayed Payment Provider”) subject to you meeting the Delayed Payment Provider’s eligibility criteria and entering into a contract with the Delayed Payment Provider. Cash on Delivery is permitted for orders up to 30,000 AED. We do not accept cheques. As PayPal does not support AED, all transactions completed through PayPal will be charged in USD. Due to this currency conversion, an additional charge will be added when completing your PayPal payment.
You have the option to convert your purchases into monthly installments subject to the Terms & Conditions of your bank. This option will be available to you at the time of Secure Checkout where you can select the period of time over which you want to spread the payments for the purchase along with any fees or interest, if applicable.
Please note that if you return or cancel an item where you have opted to break the purchase price into installments, you must contact your bank to cancel the installment plan or address any processing fees that may apply.
The currency you wish to shop and pay with will default to the currency of the region you are browsing in, which you can change at the top left-hand side of the homepage.
After following the necessary steps to place your order, fill in your preferred methods of payment along with your details.
You will receive an email informing 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/PayPal payment have been approved, the delivery address has been verified, and the items are located and shipped.
You will then receive a second email from us confirming your order. In the event of a problem, you will be informed quickly and your payment will not be processed.
For further help or technical issues, please contact our customer care team from 10am-10pm on our UAE toll-free number 8003549, email support@eliz.ae, or WhatsApp +971547777901.
I missed the delivery; how do I get the order reshipped?
If you missed the delivery of your order, don’t worry; we’re here to help. We understand it can be difficult to be available for deliveries at all times. We make three delivery attempts to accommodate your schedule in the UAE. If you miss all the delivery attempts or wish to schedule the delivery at a specific date and time that suits you best, please contact our customer care team via phone or WhatsApp for immediate support, or send us an email with your order number and delivery request. Visit the Contact Us section on our website or app for more details. Our dedicated customer care team will assist you in rescheduling the delivery to ensure you receive your order conveniently and without hassle.
How can I change my delivery address or scheduled delivery date?
To update your delivery address or reschedule the delivery date, contact our Customer Care team using your registered phone number or send an email from the email associated with your account. Email verification might be necessary for any modifications. Our team will guide you through the process. Please note that if your order has already been shipped, changing the address might not be possible. Also, any changes should be within the original delivery country. Modifying the delivery address could affect the delivery timeline, possibly causing a delay in receiving your order.
I didn’t receive the gift with purchase with my purchase. What should I do?
We are sorry to hear that you did not receive your gift with purchase. There are a few possibilities to consider:
Stock Availability:
If the gift is out of stock, it might not be included with your purchase. Gifts with purchases are only available until stock lasts.
Criteria for Eligibility:
Ensure you meet all the criteria specified for receiving the gift with purchase, as mentioned in the promotion details.
When and how can I cancel my order?
You can cancel your order if it has not been shipped yet. To do so, follow these simple steps:
1. Visit the My Orders section on our app or website.
2. Click on “View Order Details” for the specific order you wish to cancel.
3. At the bottom of the order details page, click on “Cancel Order.”
4. Click on “Cancel Order” to initiate the cancellation process.
If your payment has already been processed, a refund will be issued within 5-14 business days. Please note that you can only cancel your order if it has not been dispatched for shipping. Once the order has been shipped, the cancellation option will no longer be available. If your order has already been shipped and you need to request a cancellation or assistance, please visit the Contact Us section on our app or website. You can reach out to us through phone or WhatsApp for immediate support, or send us an email. Our team will review your request and get back to you in 2-3 days.
My order was delivered to the wrong address. What should I do?
If your order was delivered to an incorrect address, please visit the Contact Us section on our app or website. You can reach out to us through phone or WhatsApp for immediate support, or send us an email. Our team will look into your request and get back to you in 2-3 days.
Why haven’t I received my order yet?
For orders placed within KSA, Oman, Bahrain, Qatar, and Kuwait, the delivery time can range from 2 to 6 days. To track your order status, please click on the “Track My Order” or “My Orders” sections. If we are unable to reach you during the scheduled delivery time, our team will make two more attempts. If needed, you can contact our customer care team via phone or WhatsApp for immediate support, or send us an email with your order number and full address details. Our team will promptly respond within 2-3 days. If all delivery attempts are missed, the package will be returned to our warehouse, and your order will be cancelled. Your refund will be processed based on the payment method used when placing the order.
What are the shipping fees and how long does it take to deliver my order?
All shipping costs and estimated delivery times can be found on the Shipping and Delivery page.
How long does it take to deliver my order?
Please see the delivery timelines below for each country:
– UAE: 2-hour delivery, same-day delivery & next day delivery in Dubai. Next day delivery in the rest of UAE.
– Oman: 2-4 days
– Kuwait: 1-3 days
– Bahrain: 2-4 days
– Qatar: 1-3 days
Can I place an order outside the GCC?
We only deliver to Gulf Cooperation Countries:
United Arab Emirates, Kingdom of Saudi Arabia, Bahrain, Qatar, Kuwait & Oman.
How fast is the Express Delivery service and does it cover all cities?
Eliz offers exclusive Express Delivery to customers in Dubai only:
– Dubai: 2-hour delivery
Enjoy swift and efficient service with Eliz Express Delivery. Please check availability during checkout.
Do you support International Shipping?
Eliz exclusively delivers within the GCC (Gulf Cooperation Council) region. We value your interest and apologize for any inconvenience.
Why am I unable to order beauty items in Qatar?
Due to customs regulations and authorities’ restrictions, Eliz is currently unable to deliver beauty items classified as “Dangerous Goods” to Qatar.
What should I do if I believe I should have received the gift with purchase?
If you are certain that you meet all the criteria and the gift was shown in your bag during checkout but you still did not receive it, we are sorry to hear that. Please reach out to our customer care team via phone or WhatsApp for immediate support, or send us an email with your order number and delivery request. Visit the Contact Us section on our website or app for more details.
How can I add store credit to my account?
Store credit can only be added if you have initiated a return for your Cash on Delivery order, Card Payment refunds, or any promotional activity from Eliz.
How can I return a product?
Returning a product is simple:
– For UAE Orders:
– Select “My Orders” under “More” on the Eliz app or “My Account” for desktop users.
– Choose the specific order you want to return and click on “Return.”
– Provide the reason for your return.
– For Orders outside the UAE:
– Follow the same steps as above.
– Visit the DHL website to schedule a pick-up.
If you’re unable to locate your order in your account, please contact our Customer Care team for assistance.
Where do I find my return air waybill (AWB) number?
The return AWB will be inside your delivery box. If you lost the paper or have not received it, please request it from our Customer Care team.
When can I expect my refund and how can I verify it?
Refunds are processed based on the payment method you used. For Credit Card Payments, your bank will process the refund within 5 to 14 working days. For Cash on Delivery Orders, the refund will be provided as store credit within 1 day. To verify the refunded amount, please review the return request confirmation email you received.
Can I modify the number of items in my return?
Once a return request is submitted, it cannot be edited. However, you can include additional items for return during the pick-up process. Please contact us if you do so to prevent any refund delays.
Can I get a refund if it’s been more than 30 days?
Unfortunately, our policy allows returns for eligible items within 30 days only.
I’m unable to create a Return Request.
Before creating a return request, ensure that your order status is marked as Complete. If you’ve 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.
How can I cancel my return request?
You can cancel your return request from the app or website under “My Orders” or contact us for assistance.
How can I Exchange my product size?
The exchange option is only available for UAE orders. Requesting an exchange is easy and can be done through the Eliz app or website.
Which items are eligible for a size exchange?
As of today, we only enable size exchange for one item at a time. Please note that some items may not be eligible for size exchange due to various reasons.
Can I cancel an Exchange request?
Yes, you can cancel the Exchange request from the app or website.
What if my exchange order is cancelled after the return is processed?
If the exchange order is cancelled after the return is processed, the customer will receive the refund in their account as store credit.
I have exceeded the 30 days; can I still get a size exchange?
No, as per our policy, eligible items can be exchanged for up to 30 days only.
I’m unable to create a Size Exchange Request.
Ensure that your order status is marked as Complete before creating an exchange request.
How can I track my Size Exchange?
You can monitor your exchange through “My Orders” via the app or website.
What is the size Exchange policy?
We offer a 30-day exchange policy for unworn, unused items in the original packaging with tags attached.
Can I return a gift?
For any gift returns, kindly contact our Customer Care team for assistance.
Can I receive a cash refund for my Cash on Delivery order return?
No, refunds for Cash on Delivery orders are provided as store credit only.
How can I change my phone number and address?
To update your phone number and address:
– On iOS, tap on “More” at the bottom right corner, then click on your name and go to “My Addresses.” On Desktop or Android, visit “My Account” and click on “My Address Book.”
– Select the address you wish to update, click “Edit,” make the necessary changes, and then press “Save.”
If you need to update the address or phone number for an order that has already been placed, please contact our customer care team through the “Contact Us” section on our website or app.
How can I view all of my orders?
To check all of your orders:
– On iOS, tap on “More” and navigate to “My Orders.”
– On Desktop or Android, go to “My Account” and select “My Orders.”
This will allow you to access a comprehensive list of your orders.
How can I stop receiving emails and SMS from Eliz?
To unsubscribe from our emails and SMS:
– On iOS, tap on “More” and go to “Settings.” On Desktop or Android, access “Account” and select “Communication Preferences.”
– Edit your subscription preferences as needed.
If you subscribed using your Apple ID, ensure you use the same email address when unsubscribing. Contact us if you subscribed to the newsletter without registering and wish to unsubscribe.
Is it necessary to create an account to shop?
Creating an account is not mandatory for shopping at Eliz. You can proceed as a guest during checkout. However, having an account offers exclusive benefits, such as access to sales, VIP offers, previews of new seasons and additions, wish list items saving, address and payment details storage for quick checkout, simplified order tracking, updates, return request processing, and order management.
Is my personal information kept confidential?
We prioritize the privacy and confidentiality of your data. We only share it with your consent or as legally permitted. For more information, refer to our Privacy Policy.
What should I do if I can’t remember my password or if I’m facing issues with my account?
If you can’t recall your password, click on the “Forgot your password” link on the Sign In page. Input your email address, and you’ll receive an email with instructions on how to reset your password. For technical problems, contact our customer care team via the Contact Us section.
How can I reach customer service?
For inquiries or assistance, visit the Contact Us section on our website or app. You can reach us via phone, WhatsApp, email, or any available Social Media platform.
What are Personal Shopping Benefits?
Personal Shopping Benefits is a program exclusively designed for our most dedicated customers. It offers a range of special benefits, including Personal Styling with dedicated fashion advisors, Shopping on Behalf, Try and Buy, and more.
How do I qualify for Personal Shopping Benefits?
Personal Shopping Benefits are rewarded to our most avid shoppers. To qualify, you need to achieve and maintain a minimum annual spend. These are the spending thresholds for each country:
– UAE: 50,000 AED
– KSA: 55,000 SAR
– Qatar: 50,000 QAR
– Oman: 5,000 OMR
– Bahrain: 5,000 BHD
– Kuwait: 4,000 KWD
How is eligibility spending calculated?
Eligible spending is calculated based on all completed orders (excluding returns and cancellations) over one year, starting from 31 days ago. Orders within the last 31 days are not counted until they are no longer returnable.
How long can I benefit from the Personal Shopping Benefits?
Membership in the Personal Shopping Benefits lasts for 12 months from the joining date.
How can I maintain my eligibility and renew the Personal Shopping Benefits?
To renew for another year, your Confirmed amount needs to meet the minimum spending thresholds for your country.
What is the Confirmed amount?
The Confirmed amount represents the amount you’ve spent on completed orders since joining the Personal Shopping Benefits, excluding returns and cancellations.
What is the Pending amount?
The Pending amount is what you’ve spent on orders still within the returnable period.
What if I shop from different countries on Eliz?
Eliz operates in several countries in the GCC. Your Eliz account is linked to your “home country”, where the account was created. When you join the Personal Shopping Benefits, your home country’s conditions, including currency and eligibility thresholds, apply.
How can I earn the eligible, pending, and confirmed amounts?
These amounts are calculated for every purchase made with your Eliz account, excluding returns and cancellations.
How can I keep track of my spending and eligibility status in the program?
You can easily monitor your spending and eligibility status by logging into your Eliz account.
What happens if I don’t meet the renewal criteria?
If your Confirmed amount doesn’t meet the minimum threshold, access to the program’s benefits will be revoked.
What are the benefits of being part of the Personal Shopping Benefits?
As a member, you enjoy exclusive benefits, such as Personal Styling with dedicated fashion advisors, Shopping on Behalf, Try and Buy, personal Lookbooks, and Special offers.
Is the program available to all Eliz customers?
The program is currently available only to existing Personal Shopping customers, but soon, every customer with an Eliz account who meets the eligibility criteria will be able to request to join.
Is the program available on all devices?
Currently, the program is available only for customers using the Eliz iOS app.
Is the program available in all countries?
The program is available to customers in all countries where Eliz operates.
How can I apply to join the program?
Currently, the program is available only for existing Personal Shopping customers by invitation.
Are there any fees associated with the Personal Shopping Benefits?
No, the benefits offered are completely free of charge.
How can I contact my personal shopper?
You can find your dedicated personal shopper’s contact details on the Personal Shopping Benefits dedicated page.
How can I track my personal shopping orders and deliveries?
You can track personal shopping orders from the “My Orders” section, just like any other order.
What is the return policy for Personal Shopping purchases?
The return policy for personal shopping orders is the same as for any other order, which is 30 days.
Can I gift the Personal Shopping Benefits to someone else?
No, the Personal Shopping Benefits are intended for personal use.
How often can I use the services of my personal shopper?
Your personal shopper is available to assist you as often as you need.
Are there any exclusive events or sales for Personal Shopping Benefits members?
Yes, Personal Shopping Benefits members have access to special events and promotions, and your personal shopper will keep you informed.
Can I pause or temporarily suspend my participation in the program?
While pausing the program is not an available option, you have the flexibility to terminate your participation at any time by reaching out to your dedicated personal shopper. They will assist you in the process, ensuring that your eligibility and confirmed spending are appropriately updated.