General Conditions
Applicable to Returns
We offer a “no questions asked” free-returns policy, allowing you to return delivered items to us for any reason up to 30 days after the delivery of your order, free of charge, subject to the conditions set out below.
To qualify for a refund, all items (including promotional gift items accompanying the order) must be returned within 30 days of order receipt under the following conditions:
– Items must be unaltered, unused, and in full sellable condition (or the condition in which they were received from us or our agents). Shoes must be in brand-new condition and without any damage.
– Items must be in their original packaging/box/dust cover with all brand and product labels/tags/instructions still attached. Authenticity cards, where provided, should also be returned.
– Swimwear must have the original hygiene liner attached.
– The return must be accompanied by the original order confirmation.
Please note that beauty items, grooming items, underwear, and earrings cannot be returned.
Returns Process
Items can be returned by arranging collection from your delivery address by either:
– Contacting us by calling our UAE toll-free number +971800 ELIZ (+971800 3549)
– Logging into the My Account/Order History section of the website
Refund Process
Refunds will only be processed after the returned item(s) have been approved. Once approved, we will issue a refund of the full-face value of undamaged items duly returned (excluding, where applicable, the original delivery charges and cash handling fees).
Your refund will be processed via the following methods:
– Cash on Delivery payments are refunded as store credit.
– In case you opt for store credit, the full refund value will be credited to your Eliz account after the item(s) are approved, allowing you to use the refund value for future purchases on Eliz without any time limit. Therefore, you will not see a refund on your bank statement as the refund value will not be transferred to your issuing debit or credit card bank.
If you have paid using Tabby or Tamara, your refund will be processed in accordance with the vendor’s terms and conditions.
Item Return Policies
Damaged Goods and Incorrectly-Fulfilled Orders
If you receive an item that is damaged or not the product you ordered, please arrange for the return of the item to us using the Returns Process above. The item must be returned in the same condition you received it within 30 days of receipt to qualify for a full refund. Where applicable, the refund will include the original order delivery charges, cash-handling fees, taxes, and any duties. Replacements may be available depending on stock. If an item has a manufacturing defect, it may also benefit from a manufacturer’s defects warranty. If you believe your item is defective, please call us on our UAE toll-free number at 800-ELIZ.
Non-Returnable Items
Beauty and grooming items (including skincare, fragrance, make-up, and haircare), underwear, face masks, earrings, candles, and vintage pieces cannot be returned. Additionally, all furniture orders are final and non-returnable.
Packaging
Please take care to preserve the condition of any product packaging as damaged shoe boxes may prevent resale and may mean that we cannot give you a full refund. Our agents may inspect returned items at the point of collection, but that initial inspection does not guarantee your eligibility for a full refund.
Gifted Items
Gifted items and items in gift orders can only be returned with a refund given to the purchaser of the gift.
Pre-Order Items
Returns are only available within 30 days of receiving the order. All refunds for any Pre-Order item will be refunded as store credit only. Please get in touch with our Customer Service representatives if you have any questions or concerns.
Exchanges
Items can be exchanged by arranging collection from your delivery address with the following conditions:
– You can exchange an item for a different size only if it’s the same product.
– The exchange order is only created after the return is approved.
– If there are technical issues during order creation after the return, the customer will get store credits regardless of the original payment method.
– You can exchange an item multiple times.
– Exchanges are only for eligible items with the same price, located in the same warehouse, and must be returnable.
– Orders placed using coupon codes will not be eligible for exchange.
Note: This feature is only available for UAE customers who are eligible for size exchange as per the above conditions.
Additional Information
We pride ourselves on providing the highest quality luxury products at Eliz. If your product is damaged or has a fault, we want to know about it. Please contact our customer care team from 10 am-10 pm on our UAE toll-free number 8003549, email support@eliz.ae.
We reserve the right to monitor returns and refuse orders from customers with excessive return levels. However, nothing in this Returns section is intended to affect any consumer rights you may have under UAE law.