FAQ

Last updated: 7 November 2026

Every answer here is taken from the store policies, with the section it comes from. If anything here differs from the policies, the policies prevail.

Orders and payment

Do I need an account to buy?

You can buy without creating an account.

(Terms & Conditions §4.3)

Which payment methods are available? Is cash on delivery available?

The available payment methods are those shown on the checkout page at the time of ordering. Cash on delivery is not available.

(Terms & Conditions §11.1)

Do you keep my card details?

Payments are processed by licensed payment service providers. We do not see your full card details and we do not store them.

(Terms & Conditions §11.2)

Do prices include tax?

Prices are in Saudi riyals and include value added tax (15%).

Shipping fees are not included in the product price, and are shown on the checkout page before you complete your order.

(Terms & Conditions §6.1 and §6.2)

I made a mistake in my order. Can it be corrected?

If you notice an error in your order (such as the quantity, shade or address), contact us within 24 hours of completing the order, and we will correct it as long as it has not shipped. If the correction changes the amount, we refund the excess or send you a link to pay the difference.

(Terms & Conditions §8.3)

Can I use more than one discount code?

Unless the offer terms say otherwise:

• Only one discount code can be used per order.

• A discount code or gift cannot be exchanged for cash.

• The welcome code can be used once per customer.

(Terms & Conditions §12.2)

Shipping and delivery

Where do you ship?

We ship from our warehouse in Riyadh to all regions of Saudi Arabia and to the GCC countries available at checkout.

(Shipping & Delivery Policy §1.1)

How much is shipping and how long does delivery take?

Saudi Arabia: SAR 25, free on orders from SAR 249. GCC countries: a flat SAR 55, not eligible for free shipping. The estimated delivery time is shown at checkout before you complete your order.

GCC countries: SAR 55. We send you the tracking number when your order ships.

(Shipping & Delivery Policy §1.2, §1.3 and §1.4)

Do I pay customs on GCC orders?

No. You pay no customs duties or taxes on delivery. The SAR 55 is all you pay for delivery.

(Shipping & Delivery Policy §1.5)

What currency do I pay in?

Saudi riyals, in Saudi Arabia and in the GCC.

(Shipping & Delivery Policy §1.4)

How do I track my order?

Once your order ships, you receive the tracking number by email or mobile, and you can follow it from the "Track order" page in the store or on the shipping company's website.

(Shipping & Delivery Policy §3.1)

My order is late. What can I do?

If delivery is delayed by more than fifteen days from the order date, or beyond the agreed delivery date, you may cancel the order and receive a full refund, unless the delay is due to force majeure (E-Commerce Law, Article 14).

(Shipping & Delivery Policy §4.2)

Can I change my shipping address?

The customer is responsible for the accuracy of the address and mobile number in the order. You can change the address by contacting us before the order ships.

(Shipping & Delivery Policy §6.1)

Cancellations, returns and exchanges

Can I cancel my order?

You can cancel your order before it is handed to the shipping company by sending a message with the order number by WhatsApp +966 58 223 2010 or email care@elianrussia.sa.

(Return, Exchange & Cancellation Policy §2.1)

Can I return or exchange a product?

Cosmetics are products that affect human health and safety, and as a rule they cannot be returned or exchanged. Even so, as a courtesy, we accept the return or exchange of a product still sealed in its original seal, within these periods:

• Return: within three working days from the date you receive the order.

• Exchange: within seven days from the date you receive the order.

(Return, Exchange & Cancellation Policy §3.1)

What are the conditions for returns and exchanges?

• The product must be unopened and unused, with its plastic wrap or seal intact.

• The original box, Arabic label and barcode must be intact.

• The order or invoice number must be provided.

(Return, Exchange & Cancellation Policy §3.3)

Who pays for return shipping?

In this case the customer pays the return or exchange shipping cost, and the original shipping fee is not refunded because the delivery service was performed.

(Return, Exchange & Cancellation Policy §3.4, for undamaged products. For defective or damaged products we pay the cost; see the next question.)

I received a product that is defective, damaged or not what I ordered. What should I do?

If you receive a product that is defective, counterfeit or damaged, or that does not match its description in the store, or a product or shade other than the one you ordered, you may return or exchange it whenever this appears, even after the periods in Section 3 have ended, and even after opening the product.

Send us the order number and clear photos of the product and the problem. If the outer packaging is damaged on receipt, please photograph it before opening and tell us as soon as possible.

We pay all shipping costs in these cases, both ways.

(Return, Exchange & Cancellation Policy §5.1, §5.2 and §5.4)

Can I return a product I have opened or tried?

No, unless it is defective. Products that cannot be returned or exchanged include:

A product whose wrap or seal has been opened, or that has been used or applied to the skin, unless it is defective, because opened cosmetics cannot be taken back for health reasons.

(Return, Exchange & Cancellation Policy §4.1, from the list of products that cannot be returned or exchanged)

When will I receive my refund?

We refund the amount within seven to fourteen working days from receiving the returned product and confirming it meets the conditions.

The refund includes VAT and is made to the same payment method. It may take longer to appear in your account for reasons related to the bank, payment provider or instalment provider, not to us.

(Return, Exchange & Cancellation Policy §8.1 and §8.2)

Products

Are the products genuine and registered?

The Company is the exclusive agent for Elian Russia products in the Kingdom of Saudi Arabia, and sells the products in its own name and for its own account.

The products offered are registered with the Saudi Food and Drug Authority (SFDA), and the notification number is shown on each product page.

We undertake to supply genuine, undamaged products that match their description, and to handle any defect under the Return, Exchange & Cancellation Policy.

(Terms & Conditions §2.1, §2.3 and §16.1)

The colour I received looks slightly different from the photo. Is that a defect?

We take care that photos and colours are accurate, but a colour may look slightly different depending on the screen, its lighting and skin tone. This difference alone is not a product defect.

(Terms & Conditions §5.2)

Where can I find the ingredients? What if my skin is sensitive?

The authoritative ingredients list is the one printed on the product packaging. We recommend reading it before use, and testing the product on a small area of skin if your skin is sensitive or you have a known allergy to any ingredient.

(Terms & Conditions §5.3)

Where can I find the expiry date?

The expiry date, or the period after opening, is printed on the packaging.

(Terms & Conditions §5.5)

Data and messages

How do I stop marketing messages?

You can stop them at any time, free of charge: through the "Unsubscribe" link in every email, by replying "STOP" to the message, or by contacting us. We stop sending as soon as your request arrives.

(Privacy Policy §5.2)

Do you sell my data?

We do not sell your data, and we do not process it for any purpose not listed here unless we first inform you and obtain your consent where required.

(Privacy Policy §3.1)

Contact and complaints

How do I contact you, and when do you reply?

(Contact & Legal Information §2)

How do I make a complaint?

We reply to complaints within 3 working days of receiving them, and tell you if handling needs more time.

You may file a report with the Ministry of Commerce through the "Balagh Tijari" (Commercial Report) app or the unified number 1900.

(Contact & Legal Information §3.1 and §3.2)