Help Centre
Frequently asked questions
Find quick answers about orders, delivery, returns, products and customer support in Saudi Arabia.
14 answers
Orders When are online orders processed?
We process orders Monday to Saturday and aim to have orders ready for dispatch within 24 hours. Orders placed after 12:00 PM are processed on the next working day.
Orders Can I cancel my order?
Cancellation requests can be made within 24 hours. Approved refunds are returned to the original payment method. Please review our Refund Policy for the full conditions and refund timelines.
Orders What should I do if an item is incorrect or missing?
If you notice an incorrect or missing item when your order arrives, you can refuse the affected delivery and contact our customer service team so we can assist you.
Delivery Where does ELC Toys deliver?
We currently deliver within Saudi Arabia only. Deliveries are handled by our courier partners.
Delivery How long does standard delivery take?
Standard delivery to major cities in Saudi Arabia usually takes 2–3 working days. Remote areas usually take 5–8 working days. Orders placed after 12:00 PM are processed on the next working day.
Delivery How much is delivery?
Standard delivery is SAR 25 within Saudi Arabia. Delivery is free on orders over SAR 200.
Delivery What happens if I miss my delivery?
Our courier will normally contact you before delivery. If you are unavailable, the delivery can be rescheduled for the next working day.
Returns & Refunds Can I return an item?
Eligible products can be returned within 7 days of delivery when they are unopened, in their original condition and in the original packaging. Conditions and exclusions apply, so please review the Refund Policy before arranging a return.
Returns & Refunds What should I do if my item is defective, damaged or missing parts?
Contact our customer service team with clear photos or videos showing the issue. Missing-parts complaints should be submitted within 7 days of receiving the item. The product may be collected and evaluated before a repair, replacement or other eligible resolution is arranged.
Returns & Refunds Which items may not be eligible for return?
Items that are no longer in their original condition or packaging, products damaged through misuse or wear, and products that have been assembled, used, altered or installed may not be eligible unless they are defective. Some extended-delivery products can also have additional restrictions. See the full Refund Policy for details.
Delivery Can I shop with ELC Toys online across Saudi Arabia?
Yes. ELC Toys KSA is currently online-only. You can shop online and have eligible orders delivered across Saudi Arabia.
Delivery Do large or outdoor products take longer to deliver?
They can. Some outdoor play equipment, ride-ons and products requiring installation are dispatched from the warehouse and may need additional delivery time. Delivery timing depends on the item and destination.
Support When is customer service available?
Please see the Contact Us page for the latest customer service availability and contact details.
Support How can I contact ELC Toys for help?
Visit our Contact Us page to send a message or use the listed email, phone or WhatsApp options. For order-related enquiries, include your order number so our team can review your request more quickly.