frequently asked questions

Delivery

q: What are the shipping charges?

The shipping fee is 30 riyals with the various shipping companies without installation, and there is shipping via Elfaleh at a value of 50 riyals and it is with installation for large devices and tables.

q: How can I track my order?

You can track your order seamlessly, once the item is shipped, by entering the relevant order air way bill number (AWB) from my account/ order status.

q: My order has been shipped, what next?

This means that we have shipped the order from our end through one of our delivery partners. Our delivery partner will contact you once your shipment is out for delivery.

You would have also received an SMS with the tracking link, where you can check the status of your order.

To track your order:
kindly call our customer service team or email us at [email protected]

ORDERS

q: How long will it take to receive my order?

Once you place your order, the expected delivery date would be mentioned in the order confirmation email sent to you.

Based on the product selected, the shipping and delivery date may be different.

You will receive your order within 5 working days after order confirmation / payment

Please make sure to check the order confirmation email from Elfaleh

q: I didn’t receive my order what shall I do?

You can contact our customer service team and we will be more than glad to support you or email us at [email protected]

q: How can I change my delivery address?

To add/edit your delivery address

Log in to my account

Go to Address Book

Edit/delete your existing address or add a new address

You can select any address as your default shipping and billing address by ticking appropriate boxes

If your shipment is already out there and you want to change your delivery address then, please call our customer service team or email us at [email protected]

Our delivery partner will call you prior to delivery and you will have a chance to confirm your shipping address to them or change it at that time.

q: How can I cancel my order?
a- If the order hasn't been shipped:

To cancel your order, you must contact our customer service team or email us at [email protected]

Our team might ask you for the reason for cancellation and feedback so that we can serve you better in future.

b- If the order has been shipped:

Once the order is shipped by our courier partner, it will be difficult at our end to cancel your order.

However, you may still inform us about the cancellation, and we will raise a request to our courier partner to cancel the order.

Even then if there are delivery attempts by our courier partner please attend their call and refuse to receive the order by citing proper reasons.

q: What if the item I received was damaged?

In case the item you received was damaged, please inform us immediately at or email us at [email protected]

q: Why is my shipment returned by the courier company?

Once an item is shipped, our courier partners would make 3 attempts to contact you.

Contact may be in the form of an SMS or phone call.

The courier partners will hold the shipment till 7 days from shipping, if you are still unreachable the shipment will be returned to us.

q: Can I place an order outside the GCC?

Currently Elfaleh covers KSA only.

We are planning to expand to other parts of the Middle East shortly, so please stay tuned because we might start shipping to your country sooner than you think!

Returns

q: I have changed my mind. Can I still cancel an order before I receive the item?
If the order hasn't been shipped:

To cancel your order, kindly call our customer service team or email us at [email protected] If the order has been shipped:

Once the order is shipped by our courier partner, it will be difficult at our end to cancel your order.

However, you may still inform us about the cancellation and we will raise a request to our courier partner to cancel the order.

Even then if there are delivery attempts by our courier partner please attend their call and refuse to receive the order by citing proper reasons

q: Why can’t I return certain items?

Unfortunately, we are unable to offer returns for the following product categories

Untagged products, products missing original labels or serial numbers, missing accessories.

q: What is the return notice period?

If you are not completely satisfied with a purchase or gift for any reason, you have the right to return the products within 8 days from receipt of your order.

All products must be returned to us unused and with all tags, if any, still attached and in the same condition as received, in their original box and packaging, along with the original invoice within 30 days of the date of purchase of your order depending on the type of products, please refer to the below section for more information.

We will not accept any returns if the original packaging has been opened or tampered with.

We require a valid proof of purchase. This can be the online invoice or store invoice/receipt.

We are not able to accept returns or exchanges of pierced earrings (including sets with pierced earrings) due to hygienic reasons. This applies even in cases where the earrings have never been worn.

Goods on sale or promotion can not be refunded.

Customized products cannot be replaced or returned.

Returns of defective items are limited to defects not caused by accident, misuse, abuse, modification, attempted repair, negligence after purchase, ordinary wear and tear and/or failure to follow the product’s Care Advice.

Returns that are damaged or soiled may not be accepted and may be returned to you.

If we receive any return of defective items outside of our return policy, we will return such item back to you.

Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.

We will bear the costs of the courier for returning the products only if you use or selected courier service provider, Aramex, through your Account on the Website.

We offer a flexible return policy to make your online shopping experience as easy and convenient as possible. However, we monitor the number of returns made by customers and may refuse to accept orders at our discretion if products are returned repeatedly.

q: Do I get a Full refund?

In cased of a return as a result of product malfunction or manufacturing defect, damage upon delivery or delivery of the wrong product

Customer will not be charged for any shipment fees or/and Bank transfer fees (30 SR).

In case of returns for other reasons (i.e. customer needs an exchange or customer changed his mind)

Shipment fees or/and Bank transfer fees (30 SR) will be charged to the customer.

q: When I receive my refund?
For orders placed using a credit/debit card:

We will refund the price of the item(s) returned to the same card. Please note, it may take 7 – 14 working days for the amount to reflect in your bank statement once the payment has been processed.

For orders placed using SADAD:

The refund will be processed from Elfaleh to customer account by form of bank transfer

q: How can I return an item?
Follow the steps below to return an item:

Contact our customer service team or email us at [email protected] to initiate the process.

We will log your return request

If your item is to be picked up by our shipping partner

We will send you the Airway Bill number via mail and you have to print the AWB and paste it on your packaging.

You might have the option to drop the item at their delivery center for a faster return.

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