Help Centre
Frequently asked questions
Find quick answers about orders, delivery, returns, products and customer support in Qatar.
14 answers
Orders When are online orders processed?
We process orders Monday to Saturday and aim to process orders within 24 hours. Orders placed after 12:00 PM are processed on the next working day.
Orders Can I cancel my order?
If your order has not been processed, you can cancel it from My Account. If it has been processed but not yet shipped, contact our customer service team as soon as possible. Once shipped, cancellation is treated as a return. Please review our Refund Policy for the full conditions.
Orders What should I do if an item is incorrect or missing?
If an item is incorrect or missing 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 Qatar only. Deliveries are handled by our courier partners.
Delivery How long does standard delivery take?
Standard delivery within Qatar usually takes 24–48 working hours. 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 QAR 25. Delivery is free on orders over QAR 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 14 days of receiving your order. Products must be unused, in the same condition as received, and returned in their original box and packaging with the original invoice. 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?
If an item arrives defective, damaged or with missing parts, contact our customer service team as soon as possible. Our team will advise you on the appropriate return, inspection or resolution steps.
Returns & Refunds Which items may not be eligible for return?
Some products may be non-returnable. Items that are used, no longer in their original condition, or have opened or tampered packaging may not be accepted. Please review the full Refund Policy for the current conditions and exclusions.
Delivery Can I shop with ELC Toys online across Qatar?
Yes. You can shop online with ELC Toys Qatar and have eligible orders delivered across Qatar.
Delivery Can I use Shop N Collect?
Yes. Shop N Collect orders can normally be picked up 2 hours after placing the order. If an item is not available at your selected store, our team will arrange the transfer and let you know when the order is ready for collection.
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 us a message or use the listed email address. For order-related enquiries, include your order number so our team can review your request more quickly.