Shipping Policy

General Information

All online orders placed on ELSO are subject to product availability. While we make every effort to keep our products in stock, certain items may occasionally be unavailable due to external factors. In such cases, the product will be marked as out of stock.

We appreciate your understanding and encourage you to revisit the product page or contact our support team for availability updates.

When Do We Ship and Deliver?

Orders are usually processed and shipped within 3 working days. Once dispatched from our warehouse, delivery typically takes up to 7 working days, depending on the delivery location.

For store pickup orders, preparation may take 1 to 2 working days. You may collect your order once you receive a confirmation notification along with the validation code.

Orders placed during weekends or UAE public holidays will be processed on the next working day. Our operations run from Monday to Saturday, excluding UAE public holidays.

Items fulfilled by external sellers may require an additional 2 to 5 working days for delivery.

Where Do We Ship and Deliver?

We currently deliver orders locally within the United Arab Emirates and internationally to the following countries:

• Saudi Arabia
• Oman
• Bahrain
• Kuwait
• Qatar

Delivery Charges

United Arab Emirates

Orders with a value of AED 200 or above qualify for free delivery, except in remote areas.

For orders below AED 200, delivery charges are:

• UAE: AED 10 (inclusive of VAT) per seller
• Oman: OMR 10 (inclusive of VAT) per seller

International Delivery Charges

• Oman: 5% Shipping & Handling Fee (inclusive of VAT)
• Bahrain: AED 200 (inclusive of VAT)
• Kuwait: AED 200 (inclusive of VAT)

Note: Free shipping is available only in the UAE and Oman for orders valued at AED 200 or above.

Cash on Delivery (COD) Charges

Cash on Delivery is currently available only in the United Arab Emirates and Oman.

COD handling charges are AED 5 per seller. These charges are applicable to all COD orders and are separate from shipping fees.

Payment Methods

We encourage customers to use online payment methods such as Visa and Credit Cards issued by any bank.

For selected premium products, the Cash on Delivery option may also be available.

Returns & Refunds

We accept returns for products that are damaged, defective, incorrect, or misplaced, provided the request is made within 7 days of purchase.

If an order is already out for delivery, a return courier charge of AED 25 will be deducted.

Damaged or defective products are eligible for a full refund. Refunds are processed via e-wallet within one working day. For card payments, refunds may take 7 to 10 working days.

For prepaid orders cancelled without a valid reason, a 2.5% payment processing fee will be deducted. If the order is shipped and returned, an additional AED 25 courier charge will apply.

COD refunds will be credited to the ELSO eWallet. Courier charges apply if the shipment is returned.

Products purchased during promotional or high-discount sales are non-refundable and non-returnable. Please note that return services are limited to the UAE only. International orders are not eligible for returns or refunds.

Order Cancellation

Order cancellation is available only for customers within the United Arab Emirates. International orders are currently not eligible for cancellation.

You can cancel an order via your account dashboard or using the cancellation link sent to your registered mobile number. Our support team is always available to assist if needed.

Order Tracking

Once your order is placed, you will receive tracking details via email and SMS.

Notifications will be sent when the order is shipped and again when it is out for delivery.

Change of Delivery Address

Delivery address changes can be requested before the order is dispatched. Once shipped, address changes are not possible.

Delivery Delays

Although we strive to deliver orders on time, unforeseen delays may occur. We value your feedback and will investigate any reported delays promptly.

Customer Support

For any assistance, please contact us:

• Email: info@elso.ae
• Phone: +971 56 623 0323

Our support team aims to respond within one hour during working hours.