General Queries

- Who can buy from www.eleganceoutletstore.com?

Any individual 18 years of age and legally allowed to shop in United Arab Emirates, Saudi Arabia, Oman, Bahrain, Kuwait, The Philippines, Qatar and India can shop at ww.eleganceoutletstore.com. They need to possess a valid credit/debit card (VISA / MASTER CARD) issued by an authorized bank.


- How do I shop at www.eleganceoutletstore.com?

You can visit our page on the how to shop section link at the end of every page.


- How can I contact www.eleganceoutletstore.com?

You can write to us at [email protected] for any queries you have about www.eleganceoutletstore.com or your order. You can also give feedback on our website regarding our services. You can contact us for the following:

  • Password-related queries;
  • Login-related queries;
  • My account/profile change queries;
  • Payment-related queries;
  • Merchandise/product-related queries;
  • Website navigation-related queries;
  • Pricing, promotion, discount-related queries;
  • Delivery-related queries; or
  • Anything that the customer may wish to clarify about www.eleganceoutletstore.com

-How can I stop www.eleganceoutletstore.com e-mails from my spam folder?

We take care not to spam our valuable customer's mailboxes. However, sometimes our emails may land in your spam/junk mail folder. You will need to add www.eleganceoutletstore.com mail ids ([email protected]) into your trusted sender list.


- How do I unsubscribe from your mailing list?

You have made during various online/offline interactions with us, we would communicate with you periodically for event-based communications such as order information, renewal notices, invites, reminders, special offers, etc. If you are not interested to receive any emails from us, you can select your preferences online in the "My Account" section. However, you would continue to receive transaction-based e-mails such as order confirmation mail, etc.


Payment related


- How can I make a payment?

Payment can be made through all Credit Cards and Debit Cards (if your bank has enabled them for online transactions), Online payment through bank transfer, and Cash on Delivery for UAE residents only.


- Do you accept payment through Cheque /Demand Draft?

No, presently we are not accepting payment through Cheque /Demand Draft.


- Can I redeem the www.eleganceoutletstore.com gift voucher for online shopping?

No, you cannot redeem physical (paper) gift vouchers online.


- What can be done if my credit/debit card has been compromised while making a payment online?

Please refer to our privacy policy, which mentions that we do not collect or receive your credit card information, and your money is collected directly on the Bank payment gateway. If you think that your credit card has been compromised, then immediately report the same to your card issuing bank.


- Can I pay in-store for a product bought online?

No, we currently do not support this facility.

Merchandise related

- What do we use your information for?

www.eleganceoutletstore.com offers the same quality of merchandise as sold in any other shop as long as the brands mentioned are the same.


- How do I understand which size will fit me? Do you have any size charts?

We have standard size and size charts.


- If I want a product from a particular brand how can I find it?

You can search for the brand on every page. Alternatively, if you want to shop for a particular brand in a category, you can click on the brands listed in our webpage.


Cancellation / Returns / Refund related


- What happens if merchandise ordered is out of stock?

If the merchandise is out of stock when you are adding it to your shopping bag, you will be informed immediately and the merchandise won't get added to the shopping bag. If the merchandise is out of stock after it has been added to your shopping bag but before check out is completed, you will be informed at the time of check out. You then need to remove it from your bag before proceeding to check out. If merchandise goes out of stock after you placed the order and received an order confirmation, then we will put our best to fulfill the order by sourcing the selected merchandise. In circumstances that we are not able to source it for you, or if it takes longer than 9 days to ship, we will inform you about the delay and cancel the merchandise, and shall reverse any charges made to your credit/debit card against that merchandise.


- Is there a limit to the quantity that I can order?

No, however, when the order quantities are large, we may verify in order to ensure your security, to confirm that you have indeed ordered these items.


- Can I cancel an order or merchandise?

Yes, you can cancel the order fully or partially before it is shipped. To check the status of whether your order has been shipped or not, click on the "Order Status" link at the top of the page, and then on the link to the specific order, which will indicate the shipping status of each merchandise in your order. However, additions to an order, or changes to the merchandise ordered, are not possible.


- Can I change the shipping address of the order?

You can change the shipping address before your order is billed and shipped by writing to us at [email protected]


- What is your return/refund and replacement policy?

We offer a 15-day refund and exchange policy, which is applicable to most products sold on www.eleganceoutletstore.com. Please refer our returns policy for more details.


- I want to return a product, how can I do that?

You may return merchandise  in the following ways:

  • Most merchandise is returnable in our stores and to check which merchandise items cannot be returned in our stores please refer to our return policy.
  • You may email our customer support care at [email protected] and request a return. We will arrange for the merchandise to be collected from the delivery address through courier, and returned to us. We shall process the return subject to receipt of the merchandise at our location in unused condition in its original packaging along with original tags and invoice, failing which return/ refund may not be possible. For Details please refer to our returns policy.

- Can I return or exchange a product by mail/ courier?

Yes, this is possible, you will need to e-mail our Customer Service Representative or e-mail us and register your request. After we receive your request, we would get in touch with you and explain the process of returning the product through courier, for details please refer to our returns policy.

- How can I receive my money for the merchandise which I have returned or canceled?

You will receive your money in the same manner in which you paid for the purchase. However, for returns, you will be provided with a store credit which you can utilize to shop again on our website.

- Can I get a warranty/guarantee for the merchandise?

If a manufacturer warranty/guarantee is associated with the Merchandise, it would be mentioned along with the other product details.


Shipping related


- Where do you deliver?

We currently deliver to major cities in United Arab Emirates, Saudi Arabia, Kuwait, Oman, Qatar, Bahrain, Philippines and India.


- What is your shipping policy?

Please refer to our Shipping Policy section for the same.

- Are there any places/ items for which delivery might take longer?

The expected time taken to dispatch the shipment is given against each product on the respective product details page. Typically all United Arab Emirates deliveries are completed within 1-3 days once we receive your order we make all attempts to deliver within the committed time, however, it might take longer than expected in some far-to-reach areas, due to poor logistics connectivity.


- What happens in case I am not available when you deliver the merchandise?

Our shipping company will come again to your place. You should plan and coordinate the purchase in a manner that someone will accept the merchandise in your absence.


- What if only part of my order has arrived?

In some cases, some merchandise may not be ready to ship, and so we may ship a partial order of the merchandise which is ready to ship. The remaining merchandise shall be shipped as soon as it becomes available, but not later than 9 days from your order. If we are not able to ship the item within 9 days from your order, we will cancel the unshipped merchandise and shall inform you about it. For more details, you can check the order status in the My Account section.


- What do I do when my order arrives damaged?

If you find that the Cover is damaged before accepting the delivery, please refuse the delivery and immediately inform us. Once you have accepted the delivery, and thereafter realized that the cover is damaged, then please feel free to get in touch with us within 15 days of receiving the cover or merchandise. For more details please see our returns policy.


- Can I change my delivery address?

Yes, you may change the delivery address, only when we have not billed and shipped your order. You have to contact our customer care on the e-mail provided.


- Can you hold my order in case I am not available?

You can E-mail to inform us about such a situation, and we shall try to accommodate your instructions. But, we cannot hold your orders for shipment beyond 9 days from the date of the order.


- What are the shipping charges and/ or if there are any additional charges for delivery?

We will charge for shipping unless otherwise specified. Our shipping charges are based on factors such as the quantity of merchandise ordered, type of merchandise ordered, and the delivery destination. If you want more information, you can see our shipping policy. We do not charge additional for any extra amount on the delivery, so you need not make the payment to the delivery man for your order.


- Does the ordered merchandise price include shipping charges?

The shipping charges and service tax on shipping charges will be added to your order amount on the billing page after you have indicated the recipient's shipping address. To view our shipping charges click here   - what if we will remove this line?


- How can I Track my Order?

You can check the order status on our website www.eleganceoutletstore.com in my account section.


- Who will pay the charges for the returned merchandise?

If you are not satisfied with your purchase of merchandise for any reason and wish to return the merchandise as per the Returns Policy through courier pickup arranged by us, you don’t need to pay any courier charges for the return of merchandise for the shipment purpose.


- What can be done if the merchandise ordered reaches to me in a damaged/defective condition?

If you feel that the package/wrapper is damaged before accepting the delivery of merchandise, then do not accept the delivery and immediately inform us about it. If you have accepted the delivery of merchandise, thereafter you know that the package is damaged, then you can contact us within 15 days of receiving the delivery. With an exception of a few merchandise, we have a 15 days return/exchange policy. For more information please see our returns policy. Please see our shipping policy and returns policy for your reference.

- How can I cancel the merchandise which was ordered?

You may cancel the order before it is shipped. With an exception of a few merchandise, which cannot be canceled we will refund the full amount charged to your card. For more details please refer to our shipping policy and returns policy.


- What should I do if I get something different instead of what I have ordered?

We will take utmost care of the merchandise that you ordered. Rarely do the orders get mixed up. If you found the same you can contact us within 24 hours of receiving the delivery.

Privacy / Security related

- What is your privacy policy?

Be assured that we do not store your card details. When you enter the card details you are redirected to the respective bank's secure payment site. Bank exchanges the data provided by you with your card issuing bank through a Secured Socket Layer. Your card issuing bank authorizes or rejects the transaction, based on which we process or reject the order. At no point do we receive/store your card details. Please refer to Secure Shopping for more details.

- Is the information I enter encrypted?

Yes, we encrypt all credit/debit card or payment information using 128-bit encryption programs.

Registration related

- Is registration on the website compulsory?

No, it is not compulsory to register to shop at www.eleganceoutletstore.com to browse. At the point of check out you will be required to register.


- Is my personal information secured?

You can see our Privacy policy Secure shopping commitment.

- How do we protect your information?

We implement a variety of security measures to maintain the safety of your personal information when you access your personal information.

 Is there any charge for registration on the website?

There is No Charge for registration on the elegance outlet store.

- How can my registration expire?

Registrations do not expire. If your account is inactive for a long period of time we will suspend it or de-activate it, in which case, you can immediately contact our Customer Service Representative by e-mail to activate the account. We will reactivate your account after verification to confirm your identity.

- Can you please explain the benefits of registration?

If you are a registered member you will get the following benefits:

  • Checkout - Sign in and proceed to checkout for quick ordering.
  • Order History - Review the details of your Order.
  • Address Book - Create and save addresses of your family & friends for faster check out.

- What happens if I forget my password?

We can retrieve your password for that you have to go to forgot password page and enter your email ID registered with us. We will reply through email with your password to your email ID.


- If I want to edit my personal information, can I do it?

Yes, it is possible to change your information; this can be done in the My Account section under the edit profile tab. But, you will not be able to modify your Title, Name, Gender, and Date of birth.


- What happens in case I forget my Login Id?

You can write to us at [email protected] while writing the following details: Date of birth, First Name, Last Name, Address, Past order number of an order placed from your login id, if any.