Terms & Conditions

Acceptance of these terms

By placing an order with ELÉNE, you agree to these terms. If you don't agree with them, please don't place an order — you're always welcome to message us with questions first.

Products & pricing

Prices are shown in Egyptian pounds (EGP) and may change without notice; the price shown at checkout is the price you pay. Pieces are made in small runs, so sizes and colours can sell out, and we cannot promise when a piece will be remade. Limited-edition pieces are marked as such and are not remade.

Orders & payment

We accept cash on delivery (COD). Card, mobile wallet and Fawry payments will be added later, and these terms will be updated when they are. Before dispatch we confirm every order by phone or WhatsApp and check it against repeated past refusals, to keep delivery reliable for everyone. An order is confirmed once that check is complete.

Delivery

We deliver across Egypt, typically within two to four working days, a little longer for some governorates. Delivery fees are shown at checkout before you place your order.

Returns & exchanges

Full details are in our Returns & Exchanges policy. In short: unworn pieces in original condition can be returned within the window stated there.

Loyalty points, tiers and Circles

A plain-language guide to the programme is on the ELÉNE Loyalty page. These are the rules that apply.

• How you earn — You earn points on what you pay for pieces, not on delivery fees: 1 point per EGP 10 at ELÉNE, 1.25 at Élan and 1.5 at Privé, rounded down. Points are recorded on the mobile number used for the order.
• Pending points — Points show as pending from the moment you order. They become available 14 days after delivery, when the return window closes.
• When pending points are removed — Pending points from an order are removed if that order is cancelled, refused at the door, or returned within the 14-day window. Available points are never taken back, and a balance can never go below zero.
• Using points — 100 points take EGP 30 off your pieces. You can use points from 500, while signed in to your ELÉNE account. In one order, points can cover up to 15% of the pieces at ELÉNE, 20% at Élan and 30% at Privé. Points cannot be exchanged for cash.
• Cancelling an order that used points — If you cancel before the courier collects the order, the points you used come back to you. Once the courier has collected it, points used on that order are not returned, including when it is refused at the door or later returned.
• Expiry — Points expire 12 months after they become available, oldest first.
• Tiers — Your tier depends on what you spent on pieces you kept over the last 12 months: Élan from EGP 15,000 and Privé from EGP 40,000. Spend counts once the return window has closed. A tier you reach is yours for 12 months, then it is set again from your spend at that time.
• Circles — A Circle is a group of up to 10 ELÉNE account holders, each with a verified mobile number or email. You can start or join one as soon as your account is active, even before your first order. Each member keeps her own points. The Circle’s combined spend on kept pieces over the last 12 months, counted from when each member joined, can lift every member to Élan at EGP 30,000 or to Privé at EGP 100,000. To receive the Circle’s tier, a member needs at least one kept order of her own in the same 12 months. Members see each other’s first names and the Circle’s total, never what anyone bought or spent. You can belong to one Circle at a time, and after leaving one you can join another after 90 days.
• Fair use — Points and tiers are personal and cannot be sold or transferred. We may cancel points, remove someone from a Circle, or close a loyalty account where we see repeated cancelled or refused orders, shared accounts or other misuse. We may change these rules with notice on this page; points that are already available are not reduced by a change.

Messages from us

When you check out with us, we contact you on WhatsApp or by phone to confirm and deliver your order. Once you have entered your mobile number at checkout, we may also send you one reminder on WhatsApp or by SMS if the order is not finished, and occasional news of new pieces. If you join a waitlist or our newsletter, we may also send you news of new pieces and offers. An unfinished checkout is kept for no more than 30 days.

You can stop reminders and news at any time by replying STOP or messaging us on WhatsApp; we stop straight away and delete any unfinished checkout. Stopping them does not affect your orders. How we handle this data is set out in our Privacy Policy.

Intellectual property

The ELÉNE name, logo and all site content — photography, text and design — belong to ELÉNE and may not be reused without our written permission.

Limitation of liability

To the extent the law allows, ELÉNE's total liability to you for any claim connected with an order is limited to the price you paid for the piece or pieces concerned, plus the delivery fee. We are not liable for indirect or consequential losses, such as lost opportunities or costs that were not a foreseeable result of the order. Nothing in these terms limits liability that cannot be limited by law, including for fraud, gross negligence, or a piece that is defective or not as described, and nothing here reduces the rights you have under Egypt's Consumer Protection Law.

Governing law

These terms are governed by the laws of the Arab Republic of Egypt. If a disagreement cannot be settled by talking to us first, it is for the competent courts of Egypt. You may always bring a claim before the court where you live, and you may also complain to the Consumer Protection Agency.

Contact us

Questions about these terms? Message us on WhatsApp or write to [email protected].