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ELA - Terms, Customer Care & Policies

Customer Care

We’re here to make your experience with ELA smooth, thoughtful, and reassuring from start to finish.

Every order is handled with care, and we believe customer support should feel just as personal and intentional as the products we curate. Whether you have a question before placing an order or need assistance after receiving it, we’re always happy to help.
 

Contact Options:

Support Hours:

  • Monday – Saturday: 10:00 AM – 7:00 PM

  • Sunday: Closed
    (Messages received outside working hours will be responded to on the next business day)
     

What We Can Help With:

  • Product details, dimensions, and care information

  • Order status and delivery support

  • Returns, refunds, and exchanges

  • Bulk or customized order enquiries
     

Payment Methods:

  • Credit / Debit Cards: Visa, MasterCard

  • Digital Wallets: Apple Pay, Google Pay

  • Cash on Delivery (COD) & Manual Offline Payments: Available across the UAE
     

Privacy & Safety:

Your privacy is important to us, and we are committed to protecting your personal information.
 

Information We Collect:

When you place an order or interact with our website, we may collect personal details such as your name, email address, phone number, shipping address, and payment-related information. This information is collected only to process your order and provide customer support.
 

How We Use Your Information:

We use your information to:

  • Process and fulfill orders

  • Communicate order updates and delivery details

  • Provide customer support and respond to enquiries

  • Improve our website and customer experience

We do not sell, trade, or share your personal information with third parties for marketing purposes.
 

Payments & Security:

All payments made through our website are processed using secure, trusted third-party payment gateways. We do not store or have access to your card or banking details.
 

Data Protection:

We take appropriate measures to protect your personal information and ensure it is stored securely. Access to customer data is limited and used only when necessary to fulfill orders or provide support.
 

Communication:

After completing a purchase, we may contact you regarding:

  • Order confirmation and delivery updates

  • Important service-related information

We will only contact you for marketing purposes if you have chosen to subscribe to our newsletter.

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Bulk Orders & Corporate Enquiries:

ELA - The Eco Store does not sell to resellers or small retailers. We only accept bulk and corporate orders for organizations, hotels, gifting projects, and hospitality businesses.

How It Works:

  • A. Customized Orders with Logo Branding

    • Minimum Order Quantity: 200 pieces

    • Delivery Timeline: 50–90 days depending on the project scope, customization, and production timeline.

    • Logo engraving, printing, or branded tags available.

    • Custom size, shape, and color options available.

  • B. Bulk Orders without Logo — Existing Designs

    • Minimum Order Quantity: 50 pieces for ready-made catalog items with no design changes.

    • Delivery Timeline: 14 business days up to 40 days, depending on product availability with our supplier.

    • Urgent Orders: Where stock is readily available, air shipping can be arranged (additional charges apply).

    • Non-Urgent Orders: Standard shipping of up to 40 days applies.

  • C. Bulk Orders without Logo — Custom Designs

    • Minimum Order Quantity: 100+ pieces for partial customization including size, shape, or material options.

    • No branding.

    • Delivery Timeline: May take up to 40 days.

  • D. Smaller Organization & Team Orders

    • For organizations that don't require large quantities, we offer flexible gifting solutions based on our available stock at the time of enquiry.
       

Getting Started

To discuss any bulk, corporate, or gifting order, contact us directly:

We'll guide you through options, timelines, and pricing. Our goal is to make your space or project stand out with thoughtfully curated, sustainable, and handcrafted pieces — without compromising on quality or aesthetic.

Payment Methods
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