Frequently Asked Questions

Frequently asked questions:


1 - Shipping and delivery in the Philippines


  • Is shipping available to my location?

Yes, at Al-Fay we provide shipping services to all regions of the Kingdom of Saudi Arabia and outside the Kingdom.


  • Is shipping available to another recipient?

Yes, when ordering from the website and before completing the purchase, you can add the recipient's address and then activate the option to receive via another person and add the recipient's name and phone number, and the shipping company will contact him after the order arrives.


  • How can I track the order status after shipment?

After the order is shipped, a tracking number will be sent to your email or via WhatsApp so that you can track the shipment status.


  • How can I change the order location after shipment?

If the order is with the shipping company SMSA, you can contact them directly on the number (920009999).

If the order is with the shipping company Webk, you can contact them via WhatsApp at the following link ( https://rb.gy/a33xu )

If the order is with any other shipping company, you can contact us via WhatsApp ( https://shorturl.at/hyYZ0 )


  • Can I cancel the order after it has been shipped?

If you are the recipient, you can refuse to receive the shipment and the shipment will be returned to us automatically.

If there is another recipient, you can contact us via WhatsApp ( https://shorturl.at/hyYZ0 )


  • How long will it take to get a refund after a shipment is cancelled or refused?

The money will be refunded after we receive the returned order from the shipping company to your account within 10 to 14 business days.


  • How much are the shipping fees in V?

Local shipping fee is 22 Saudi Riyals.

International shipping fees start at 65 riyals for the first 4 products, and the value increases as the number of products increases.


  • How long does it take for orders to arrive in the VY?

Expected delivery time for orders:

(Jeddah - Mecca - Taif) 24-72 working hours

(Riyadh - Eastern Province) 3-5 working days

(Other regions of the Kingdom) 3-7 working days

(International Shipping) 7-14 business days


  • Can a time or date be specified for receiving the order?

Orders are delivered according to the expected and approved times provided by the shipping companies.




2 - Payment in the villa


  • What payment methods are available at Al-Fay?

All of the following payment methods are available:

(Credit card - Mada - Apple Pay - Tamara - Cash on delivery within the Kingdom only)


  • How much is the cash on delivery fee?

Cash on delivery fee is 25 Saudi Riyals.


  • Can the payment method be changed after the order is completed?

In this case, the order is cancelled and then re-ordered. You can cancel the order by contacting the support team via WhatsApp.

( https://shorturl.at/hyYZ0 )


  • Is a purchase invoice or payment amount for the products included in the order?

The purchase invoice is not included in orders, except for cash on delivery orders and international orders.


  • Can I get electronic invoices for orders?

Yes, after completing the purchase, you will be able to download the electronic invoice from your store account.


  • The money was withdrawn but I didn't receive an order number!

Don't worry, please contact us via WhatsApp at the link ( https://shorturl.at/hyYZ0 ) and provide us with a picture of the money withdrawal and the buyer's phone number, and we will resolve the matter immediately.



3 - Policies in the


  • How long does it take to return orders?

You can return the products within 14 days of the date of receiving the order.


  • How long does it take to get a refund after returning an order?

The refund will be processed within 10-14 working days from the date the return is received from the shipping company and arrives at Al-Fay warehouses.


  • How do I get a return service?

You can submit a return request via this link ( https://support.elvvi.com/ )


  • Can the product be exchanged?

The customer can return the products within 14 days of receiving the order free of charge, and after receiving the refund, the customer can make a repurchase.


  • How long is the warranty period for the V8?

The warranty period varies depending on the type of product:

- The watch warranty period is 3 years from the date of purchase.

- The bags are guaranteed for two years from the date of purchase.

- The warranty period for jewelry, accessories, shoes, or clothing is one year from the date of purchase.


  • What does the warranty cover?

The warranty covers manufacturing defects listed on the product page.

The warranty does not cover damages resulting from misuse such as (scratches, breakage, cuts).


  • How do I get warranty service?

You can get compensation by submitting a guarantee request at the following link ( https://support.elvvi.com/ )