1. How will my package get delivered?
elctoys.com partners with a global carrier called Aramex Couriers and Elite to deliver your ELC Toys parcel right to your door in the UAE.
2. Do you deliver internationally?
No, unfortunately, we will not be able to ship your parcel overseas.
3. What are your charges for delivery?
-We charge a standard flat fee of AED 15 for all orders under AED 100. -Click & Collect – Free. -Next Day Delivery Available in Dubai, Sharjah, and Umm Al Quwain - AED 20 Any order above AED 100 will be delivered for free either through Aramex or directly from our delivery team. We offer free assembly for outdoor lines above AED 1,000. In UAE: Dubai Abu Dhabi Al-Ain Ajman Ras Al Khaimah Sharjah We hope to extend this service in near future to other cities.
4. How long does it take to receive my order?
Depending on the time of processing, the Orders will be delivered within 2 to 4 days in UAE. Delivery between 9 am - 9 pm, We deliver 7 days a week (Monday to Sunday). For outdoor items, we promise to deliver within UAE within 5 to 7 working days.
5. Can I track my parcel?
Yes, you can. Simply enter the Airwaybill number, provided in your shipping confirmation email, on the Aramex website https://www.aramex.com/us/en, on the Elite Airborne Express- Courier Company and you will be updated with the shipment status.
6. Still, waiting for your parcel?
Please contact the elctoys.com Customer Service department on this email help@elctoys.com, detailing your order number and shipping number and we will assist you further.
7. I want to change my delivery address, what should I do?
Please contact the elctoys.com Customer Service department on this email help@elctoys.com, detailing your order number and shipping number and we will assist you further. Alternatively, you can reach us using our live chat function.
8. I have received my parcel, but there is a problem. What should I do?
If your order wasn't suitable and you wish to return. please follow the below steps: For prepaid purchases, you may return your purchased items from your profile being a registered user. If you have not created a profile on our website, please contact customer support to help you with the return. The refund usually takes from 10-14 working days for all prepaid eligible orders following their return to our warehouse passing our quality check.
9. How can I shop on elctoys.com?
Simply select your items, add the desired quantity, then proceed to checkout and enter all required fields (billing, shipping, etc.). Once payment has been confirmed, you will receive an order confirmation email. Make sure you keep this as it will contain important information such as your order number, the value of purchase, etc.
10. What is Click & Collect?
This service allows you to select items on our site from the comfort of your home, then select the store you wish to collect the items from and we will expertly prepare your parcel for collection in store.
11. How do I create an account?
Click on the Create an Account button and complete all required fields. You will be asked to enter an email address and unique password. On future visits, you can log into your account and view your profile. You will also be eligible for special offers and promotions as a registered user.
12. Can I place an order without creating an account?
Yes, you can check out as a guest. However, you will only be eligible for promotions and special offers as a registered user.
13. Why login?
When you create an account and log in, you will be able to view your previous baskets and we will be able to tailor special offers for you.
14. Do you have stores where I can try the items?
Elctoys.com is the official Franchise Partner of the Early Learning Centre in the GCC, which has over 120 stores in 6 countries. Click here to view the store locations.
15. How do I change my shopping currency?
Simply click on the currency sign at the top of the website and click on your desired choice.
16. How do I change my shopping language?
Simply click on the desired language sign at the top of the website and select your desired choice.
17. Can I purchase items in bulk and resell them?
The resale of ELC Toys items is prohibited; even if doing so in countries where ELC Toys does not have a store. Doing so will make you subject to legal action.
18. How do I use a promotional code?
When you are ready to checkout on elctoys.com, enter the promotional code into the 'Promotional Code' box and proceed with your checkout. The offer will be applied to all applicable items in your basket at the time of entering the promotional code.
19. Can I cancel orders placed at ELC?
We fully understand that sometimes you might change your mind regarding your purchase. If you change your mind and want to cancel your order, please email our Customer Service team at help@elctoys.com and expect a reply within 24-48 working hours.
20. Refund/Return Policy?
Refunds will be done only through the Original Mode of Payment.
21. Can I return items purchased on elctoys.com?
We are proud to offer a convenient return and exchange policy. We will accept the exchange or return of a product provided that: -The item is returned within 14 days from the delivery date (or, in respect of a discounted product, the relevant sale period is shorter). -The item is returned with its original receipt (bank statements will not be accepted). -The item should be unused and in its original packaging. -If the item was purchased as part of a special multi-buy offer, then the entire order needs to be returned. -Please note that outdoor items post assembly or installation are ineligible for return.
22. How do I return items?
For prepaid purchases, you may return your purchased items by logging into your profile on our website. If you have not created a profile on our website, please contact customer support to help you with the return. The refund usually takes 10-14 working days after a thorough quality check and acceptance from the warehouse. If your order was a click-and-collect order, then you may easily visit any of our stores to return your item and have your paid amount refunded instantly in cash.
23. Is the delivery cost refunded when I return an item?
The elctoys.com team is happy to refund the delivery cost if a mistake had been made by the team, such as an incorrect item sent, or product was damaged, etc. Unfortunately, delivery costs cannot be refunded when an item is returned directly to one of the Early Learning Centre stores, or if the receiver no longer wants the item. In these instances, ELC Toys would be happy to refund the value of the item. Please see the conditions of return on the Return policy page.
24. How can I pay for my purchase on elctoys.com?
We accept online payment by Visa and Mastercard debit/credit card. Your payment details will be provided directly to our payment provider via a secure connection. You must retain a copy of your transaction records and our Terms of Sale, Terms of Use, and Privacy Policy.
25. Did you complete the 3D Secure Check successfully?
In order to complete your 3D secure authentication, you must register your credit/debit card. This is a one-time process that takes place on the card issuer’s (bank) website. The process involves the cardholder answering several security questions to which only the card issuer and cardholder will know the answer. The cardholder then selects a password and/or a secret question, which will be used by the card issuer during each online transaction. Contact your bank if you are facing any problems with 3D security.
26. Is the card you used for ATM use only?
Some cards are not enabled for e-commerce shopping, contact your bank to enable your card for online shopping.
27. Were the following fields entered correctly?
Card number Name on card CVV code (three-digit number on the back of card) Expiry date
28. Is there a sufficient limit on your credit card?
If the above conditions are met, contact your bank or PayPal to check if there is any other reason blocking the payment.