Faqs
We’ve answered some of the most common questions below to make your shopping experience simple and clear. If you still need help, feel free to contact our support team.
🚚 Shipping & Delivery
Do you charge for delivery?
We offer free delivery on orders above AED 99.
Orders below AED 99 are subject to a shipping fee of AED 15.
How long does delivery take?
Delivery across the UAE typically takes 2–3 working days.
Delays may occur during public holidays or due to courier service factors.
How can I avoid extra shipping costs?
To avoid shipping fees, make sure your order meets the free shipping threshold:
-
Above AED 99
What happens if I enter the wrong delivery address?
Please double-check your shipping details before confirming your order. Incorrect or incomplete information may cause delays, and we cannot guarantee changes after the order has been processed.
💳 Payments & Security
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- Major debit and credit cards
- Tabby
All payments must be completed online at checkout.
Do you offer Cash on Delivery (COD)?
No. We currently do not offer Cash on Delivery.
All orders must be prepaid securely through our website.
Is it safe to enter my card details on your website?
Yes. All transactions are encrypted and processed through secure payment gateways. We use industry-standard security measures to protect your information.
Why was my card declined?
Common reasons include:
- Online transactions are not enabled on your card
- 3D Secure authentication was not completed
- Incorrect card details entered
- Insufficient credit limit
If the issue continues, please contact your bank for assistance.
🔄 Returns & Refunds
What is your return policy?
We offer a 7-day return policy. You may request a return within 7 days of receiving your item, provided it meets our return conditions.
What condition must items be in to qualify for a return?
Items must be:
- Unused and unworn
- In original packaging
- With proof of purchase
How do I request a return?
Email us at returns@ecolyteae.com with your order details.
We will guide you through the next steps if your return is approved.
What if I receive a damaged or wrong item?
Please contact us immediately at returns@ecolyteae.com.
We will review the issue and arrange a suitable resolution as quickly as possible.
How long does it take to receive a refund?
Once your return is inspected and approved, refunds are processed within 10 business days to your original payment method. Your bank may take additional time to reflect the amount.
📦 Orders & Products
Are your products authentic?
Yes. We guarantee that all products sold on ECOLYTEAE are genuine and meet our quality standards.
Why do you verify my phone number?
We verify phone numbers to ensure smooth delivery and to allow courier services to contact you if necessary.
📞 Customer Support
How can I contact you?
You can reach us through:
📧 Email: support@ecolyteae.com
📞 Phone: +971 558 664 216
💬 Live Chat (available on our website)
📱 WhatsApp Support: +971 558 664 216
What are your business hours?
Monday to Friday
10:00 AM – 5:00 PM (GMT+4)United Arab Emirates
We aim to respond to all inquiries as quickly as possible during working hours.