FAQs

For the best shopping experience, we recommend that you create an account. It's quick and easy.
The key benefits of creating an account are as follows:

• Save your personal information for quick and easy shopping;
• Create and save a wish list of your favorite products;
• Receive special offers and promotions;
• Retain your order history;
• Save all your delivery information;
• Modify your delivery and billing address.

If you don't want to sign up at the moment, you can still shop and checkout as a guest.

If you have not received a confirmation email, you may have entered your email incorrectly, or the email might be in your spam folder. Please check it again or have a look at your spam/promotions/updates box and junk folders.

If you forgot your password, click on the ‘forgot your password’ button on the login screen. You will be asked to enter your email address on the next page. You will receive an email to change your password. Open the email, and click on the link to change your password. Another page will open where you can type in your new password.

Respect for your privacy is of the utmost importance. As our valued customer, you can make your purchases with complete confidence. We do not require your personal information except in the following situations:

• Placing an order;
• Subscribing to the newsletter;
• Creating an account.

The information you give us about yourself or your interests will only be used to offer you the very best service possible and to adapt our offers to your requirements.

You will only receive our newsletter if you subscribe to it.
If you no longer wish to receive our newsletter, please use the unsubscribe link found at the bottom of the newsletter. This does not affect your account.

At Elivana, all of our products are true to size. The best way to choose the right size for you is to take your measurements according to our 'How to Measure' guide. You can find it under the size guide table.

For the best fit, use our size guide based on your measurements. Make sure to take note of your exact measurements and compare them to the size details on the product page. If you need help finding the right size, feel free to reach out to us over the phone or email us at info@elivana.ae

Although we try to have a stock level that will keep up with expected demand, certain items can sometimes run out of stock. As stocks continuously change and new products are always being added, please continue to check in to see if your desired item or another style is being restocked. Nevertheless, you may contact us and we will suggest you alternative products.

"One Size" means that the item only comes in one size that is made to fit a range of sizes. If you have a doubt, feel free to contact us at info@elivana.ae for assistance on finding the perfect fit for you.

All items marked as "Final Sale" mean that the item price has been reduced, and once it's shipped, it cannot be returned, refunded, or exchanged, except the cases when you received wrong, defective or stained item.

Your order can be cancelled or changed before it is shipped. Once your order has been shipped, you will receive an email with the tracking number. In this case, follow our Return and Exchange policy to return any unwanted items within 7 days upon delivery. Please contact our Customer Care Team via WhatsApp or Email within 1 hour after the order was placed.

After placing your order normally within 5 minutes, you will receive an order confirmation email with a summary of your purchase, including the list of products, chosen delivery method, your billing address, etc. If you did not receive an email, you might have misspelled it or it went to the Junk/Promotions folder. Contact us immediately if you have not received a confirmation email.

Once your order is shipped, you will get a confirmation email including the tracking number.

You can log into your account on our website to view your order history. You can also review order information in the confirmation email that was sent to you at the time of purchase. For further assistance, feel free to reach out to us at info@elivana.ae

Currently we ship only to United Arab Emirates. Abu Dhabi, Dubai, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah and Fujairah.

At checkout you can choose from the following options:

• Next-Day delivery in the UAE - FREE
• 4-Hours delivery in Dubai - AED 40.

Next-Day delivery in the UAE - Orders are to be placed before 3 PM the day before the expected delivery.
4-Hours delivery in Dubai - Orders are to be placed before 5 PM on the same day.

Please note that once your order has been shipped, we will not be able to update the shipping address. If the original address is a valid address, the parcel will be delivered there. If the original address is invalid, your package will be undeliverable and returned back to the courier's warehouse. Please contact us with the order number. We'll be more than happy to extend our support.

When your order is handed over to our courier partner, you will receive an email with the tracking number, click on it to track your order details.

Please verify that all of your shipping details are correct. If you find that your details were filled out incorrectly or need further assistance, please contact us immediately with your order number, and we'll be happy to help.

We strive to offer the best shopping experience, including fast and hassle-free returns. If you are not satisfied with your purchase, please submit a return request within 7 days upon receiving your items. To learn more, refer to our Return & Exchange policy.

1. Proceed to our Returns Center and submit your request through our dedicated returns platform.

2. Pack your items the same way as you receive them and wait for our courier partner to collect it. Usually it takes around 48 hours upon request approval.

3. We will process the return as soon as we receive and inspect your package.

If you have received a defective/wrong/stained item, contact us immediately. Please provide a description of the item, order number and a few images to prove your problem.

If you wish to exchange the product, we invite you to return it first. Upon inspection of the returned item, we will issue a store credit (excluding return shipping cost or cash on delivery fee). You can use your store credit for the purchase of a new item(s). Store credit is valid for 6 months from the date of issue.

Your return package will be collected within 48 hours by our premium courier partner and delivered back to us within 1-2 working days. The return shipping cost (AED 30) will be automatically deducted from your refund or a store credit amount, except the cases when you received wrong, stained or damaged item.

A refund will be issued within 3 business days after receiving and inspecting your returned item(s). Once your return has been processed, you will receive an email confirmation. The refund will be in the form of store credit or processed to your original payment method within 3 to 5 business days, subject to bank processing time.

Depending on the refund option you choose, refunds will be issued to your original payment method or to store credit. You can use your store credit to order the same item in a different size or to order any other item you like.

1. For hygiene purposes, worn products cannot be refunded unless there is a quality issue.

2. If the items are marked "Final Sale".

3. A return request made over a 7-day time frame cannot be refunded.

4. We are unable to accept returns on any gifted items, as we are only able to refund them to the original source of payment.

Products with obvious signs of use will be sent back to the customer at their expense.

Currently we accept the following forms of payment: Credit and Debit cards (Visa, Mastercard, American Express), Apple Pay and Google Pay, Cash on Delivery (COD), Instalments with Tabby. Tabby accepts Visa, Mastercard, American Express and Apple Pay. We are into adding more payment options for your convenience.

All credit card transactions on our website are processed using a secure online payment gateway that encrypts your card details in a secure host environment. These details will be fully encrypted and only used to process card transactions that you have initiated.

We accept online payments through most secured and encrypted payment platforms. The transmitted data is encrypted with 128 SSL (Secure Sockets Layer), which encrypts information you input to protect it from interception by outside parties. We are committed to maintaining the highest levels of security and protection against fraud. We ensure that your credit/debit card information, contact information and shipping/billing information are confidential and safe.

You can pay for your order using Cash on Delivery payment method. Now you also can pay with the card at your door step. COD fee of AED 20 will apply. Phone number verification is required. Select COD at checkout.

You order will be confirmed only after verifying your phone number using OTP (one time password). It will be send via SMS. Once your phone number is verified, your order will be processed and handed over to our courier partner for delivery. You will need to pay the complete amount in cash to the courier once the product is delivered. The package can be opened only after the payment is made.

Tabby lets you split your purchase into 4 equal monthly payments with no interest or fees. It's also Shariah-compliant.

Here’s how it works:

1. Choose Tabby at checkout.

2. Enter your information, add your debit or credit card and get an instant approval.

3. Your first ¼ payment is taken when the order is made.

4. Tabby will send you a reminder when your next payment is due.

Have questions? Email us at info@elivana.ae

Before you send us an email or call, please check our Help Center to see answers to most common questions.

If you still haven't found what you're looking for, please don't hesitate to send us as message on WhatsaApp or send us an email at info@elivana.ae with your questions or concerns. We will get back to you as soon as possible.

Phone or Email:
Monday to Friday: 9 AM - 6 PM
Saturday to Sunday: 2 PM - 6 PM

WhatsApp: 24/7

We are an e-commerce company originally based in Europe. In 2020 we started our operations in Dubai, United Arab Emirates.

Currently we function exclusively as an online e-commerce company. All you need to do is effortlessly place an order, and we will promptly deliver it right to your doorstep.