Frequently asked questions

We process orders Monday to Saturday and aim to have orders ready for dispatch within 24 hours. Orders placed after 12:00 PM are processed on the next working day.

Cancellation requests can be made within 24 hours. Approved refunds are returned to the original payment method. Please review our Refund Policy for the full conditions and refund timelines.

If you notice an incorrect or missing item when your order arrives, you can refuse the affected delivery and contact our customer service team so we can assist you.

We currently deliver across the United Arab Emirates only. Deliveries are handled by our courier partners.

Standard delivery to major UAE cities usually takes 1–2 working days. Remote areas usually take 5–8 working days. Orders placed after 12:00 PM are processed on the next working day.

Standard delivery is AED 15 within the UAE. Delivery is free on orders above AED 100.

Yes. Express Delivery is available in selected areas within approximately 10 km of participating store locations when the option appears at checkout. Eligible orders placed before 9:00 PM can arrive in around 2–3 hours. Orders placed after 9:00 PM are delivered on the next business day. Outdoor items and products requiring installation are not eligible for Express Delivery.

Our courier will normally contact you before delivery. If you are unavailable, the delivery can be rescheduled for the next working day.

Shop & Collect orders are usually ready within 2 hours. If an item needs to be transferred from another store, allow up to 24 hours within the same city and up to 48 hours for other regions.

We will send you an email when your order is ready for collection. Please wait for the ready-for-collection notification before travelling to the store.

Eligible products can be returned within 7 working days from receipt when they are unopened, in their original condition and in the original packaging. Conditions and exclusions apply, so please review the Refund Policy before arranging a return.

Contact our customer service team with clear photos or videos showing the issue. Missing-parts complaints should be submitted within 7 days of receiving the item. The product may be collected and evaluated before a repair, replacement or other eligible resolution is arranged.

Items that are no longer in their original condition or packaging, products damaged through misuse or wear, and products that have been assembled, used, altered or installed may not be eligible unless they are defective. Some extended-delivery products can also have additional restrictions. See the full Refund Policy for details.

Use our Store Location page to search ELC stores by store name, mall, area or city and open directions in Google Maps.

They can. Some outdoor play equipment, ride-ons and products requiring installation are dispatched from the warehouse and may need additional delivery time. Items available only in-store can also require extra time for collection before dispatch.

Our customer service availability is Monday to Saturday, 9:00 AM–5:00 PM. You can find our current email, phone and WhatsApp details on the Contact Us page.

Visit our Contact Us page to send a message or use the listed email, phone or WhatsApp options. For order-related enquiries, include your order number so our team can review your request more quickly.