Frequently Asked Questions

We are based in Dubai, United Arab Emirates.

Our pieces are made in Dubai and prepared individually to order.

For showroom appointment enquiries, please contact us at info@ellydubai.com and our team will advise on current availability.

Our pieces are available from S (36) through 6XL (52), depending on the style. Available sizes to order are shown on each product page, and availability may vary between styles.

Please check our size chart carefully before placing your order. Because our pieces are made individually, exchanges are subject to our exchange policy and the conditions outlined below.

Size availability varies by style and production schedule. If your preferred size is unavailable, email us at info@ellydubai.com.

Yes. Email us at info@ellydubai.com with the style name and your measurements, and our team will advise on the closest size. Note that once a piece is altered or customized, including length changes, it can no longer be exchanged.

Yes. Our sets and casual styles have a standard length of 145 cm, while our evening styles have a standard length of 150 cm. If you require a different length, please add your requested length to the notes section at checkout. Please note that a garment made to a customized length is considered a customized item and is not eligible for exchange or refund.

Yes. Each piece is made to order in Dubai, allowing us to give individual attention to craftsmanship, finishing, and detail.

Please allow approximately 3 working days for order processing before your piece ships. Once your order has been dispatched, you will receive a confirmation email with your tracking information.

During promotional or sale periods, processing may take an additional 2 to 3 working days due to increased order volume. As every piece is prepared individually, we appreciate your patience while our team maintains the same level of care and attention to detail.

Yes. We offer worldwide shipping from our Dubai production house through trusted logistics partners.

Within the UAE, delivery takes up to 5 working days. International delivery takes up to 10 working days. Delivery times begin once your order has been processed and dispatched. Actual delivery times may vary depending on the destination and courier.

No. We cover all customs duties and import charges on your behalf, so there are no additional customs fees to pay upon delivery.

Orders may be canceled within 12 hours of placement. Please email info@ellydubai.com as soon as possible if you need to cancel or request a change. After this period, your order may already have entered production and changes may no longer be possible.

Cash on delivery is not currently available. We accept major credit cards, digital wallets, and selected buy now, pay later options at checkout.

Care instructions vary depending on the fabric, embroidery, pleating, and construction of each garment. Always follow the care label sewn into your individual piece. As a general rule, avoid unnecessary washing and direct heat, and take particular care with embroidered, embellished, and pleated garments.

Some pieces can be professionally dry cleaned, while others may require a different method of care. Always check the care label before cleaning. If ironing is permitted, use a low, cool temperature and place a protective cloth between the iron and the garment. Avoid applying direct heat to embroidery, beading, embellishment, or delicate detailing. If you are unsure, email info@ellydubai.com with the style name and our team will advise.

We do not offer returns or refunds. Because every piece is made to order, we instead offer a size exchange under the conditions below.

Please email info@ellydubai.com within 7 days of delivery with your order number and the size you require. To be eligible for an exchange, the item must be unworn, unused, unaltered, and returned with its original tags and packaging. Customized or altered pieces, including garments made to a requested length, are not eligible for exchange or refund.

Customers are responsible for arranging and covering the courier cost of returning an item to our Dubai office. We recommend using a trackable shipping service, as we cannot be responsible for items lost or damaged while being returned. Once we receive and approve the exchange, we will arrange shipment of the requested size. If the requested size is no longer possible, store credit may be offered instead.