ECLA VITA
Frequently asked questions
Direct answers about ordering, delivery, gifting, returns, ECLA Circle and your account.
Ordering
Do I need an account?
No. You can check out as a guest with your name, email, mobile number and delivery address. An account is only needed if you would like to keep your order history, saved addresses and ECLA Circle rewards in one place.
Where is my confirmation email?
We send a confirmation to the email address entered at checkout once your order is received. If it has not arrived within a few minutes, check your spam or promotions folder, and confirm the address was typed correctly. If it is still missing, message us on WhatsApp with your order number and we will resend it.
Can I change my order?
If your order has not yet been dispatched, contact us as soon as possible and we will help change the items or the delivery details where we can. Once an order is on its way, changes are handled through our returns process instead.
Can I cancel my order?
Contact us promptly and we will cancel the order if it has not been dispatched. Made-to-order and personalised pieces may enter production quickly and may not be cancellable once production has begun; where that is the case we will tell you before proceeding.
What happens if an item becomes unavailable?
If an item cannot be fulfilled after your order is placed, we will contact you to offer a suitable alternative, a partial refund for that item, or a full refund — your choice. Refunds are returned to your original payment method wherever technically possible.
Delivery
Where do you deliver?
We currently deliver throughout the Kingdom of Saudi Arabia only, from our Riyadh fulfilment centre. We do not offer GCC or international shipping at this time.
How long does delivery take?
Estimated delivery is 1–2 business days within Riyadh and 3–5 business days for the rest of Saudi Arabia, after dispatch. These are estimates, not guarantees, and may be affected by public holidays, peak periods, address problems or circumstances outside our reasonable control.
How much is delivery?
Standard delivery is free for orders of SAR 300 or more after applicable discounts. The standard delivery fee for orders below this threshold has not been finalised yet. Please contact customer care to confirm it before placing an order; any configured delivery charge is always shown clearly at checkout, before payment.
How do I track my order?
Open your account to follow an order and its status. If you checked out as a guest, message us on WhatsApp with your order number and we will check it for you.
Can I change my delivery address?
Contact us as soon as possible after ordering and we will update the address if the order has not yet been dispatched. Once it has left our fulfilment centre, the address can no longer be changed.
What happens if delivery is delayed?
Occasionally a delivery takes longer than estimated. If your order has not arrived within a reasonable time beyond the estimate, contact us and we will investigate with our delivery partner and keep you informed.
Gifting
Can I send directly to a recipient?
Yes. During checkout you can mark the order as a gift and enter the recipient's name, mobile number and address, so the pieces are delivered straight to them.
Can I add a personal message?
You can add a gift message and choose optional wrapping and a card during checkout. Any card and wrapping offered are shown with their details at that point.
Will the recipient see the price?
No. When you mark an order as a gift you can hide the price, and gift orders are not sent with pricing paperwork.
Do you offer corporate gifting?
Yes. We support volume gifting for companies and events. Contact us with your quantities, preferred pieces and delivery dates and we will respond with options.
Do you offer bespoke gifting?
We can prepare made-to-order and personalised gifting. Because these pieces are produced for you, they may take additional preparation time and may be excluded from ordinary change-of-mind returns once production has begun, where Saudi law permits, without affecting your rights if the item is defective, damaged, incorrectly supplied or does not conform to what was agreed.
Returns
Can I return an item?
Eligible items may be returned within 7 days following receipt, under the Saudi E-Commerce Law and applicable consumer protection rules. For an ordinary change-of-mind return the product must be unused, unopened, undamaged and in the condition in which it was received, in its original packaging with any labels or accessories.
Can I return an opened fragrance?
For ordinary change-of-mind returns, fragrance products must remain sealed, unopened and unused. Once opened or used, a fragrance is not eligible for an ordinary change-of-mind return — except where it is defective, damaged or incorrectly supplied, or where applicable law provides otherwise.
Can I return a used candle?
For ordinary change-of-mind returns, candles must be unused and in their original condition and packaging, so a candle that has been burned cannot be returned simply because you changed your mind. This restriction does not apply where the candle arrived broken, was damaged in transit, has a manufacturing defect, or is materially different from the item ordered.
What if my candle arrives broken?
Please report visible delivery damage within 3 days of receipt where reasonably possible, with your order number, a description and photographs of the product and packaging. This reporting request does not remove any statutory rights available to you under Saudi law. Where the claim is accepted we will provide a suitable refund or replacement, and refund applicable original delivery charges where required.
What if I receive the wrong product?
If an item is defective, damaged, incorrectly supplied or materially different from your order, contact us and we will resolve it. Where the claim is accepted we will offer a refund or replacement, and refund applicable original delivery charges where required.
How do refunds work?
Refund processing begins after the returned item is received and approved. We refund to your original payment method wherever technically possible. The exact time for the amount to appear is set by your bank or payment provider and can vary; we do not commit to a fixed bank-processing period in advance.
Can I exchange an item?
We do not offer direct online exchanges. Return the original item under our returns process, receive your refund once it is approved, and place a new order for the piece you would prefer. Replacement items remain subject to stock availability.
ECLA Circle
How do I join ECLA Circle?
ECLA Circle is the ECLA VITA rewards programme. You join through your account, and your membership follows the orders placed on it.
How do points and rewards work?
Members earn points on qualifying purchases and can redeem them for savings or selected rewards. The confirmed earning and redemption terms that apply to your account are shown in your account, and customer care can confirm them for you. We do not publish point values or the requirements for a higher membership tier here, and benefits or eligibility are not guaranteed beyond the terms actually in force for your account.
Where can I see my points?
Your points and membership activity appear in the rewards area of your account once the programme ledger is connected for your account.
Account & Privacy
How do I reset my password?
If you have an account, choose the recovery option on the sign-in screen and we will email you a secure link to set a new password. Once signed in, you can also change your password from the security section of your account.
How do I manage marketing preferences?
Open your account's notification settings to choose which marketing emails, SMS and WhatsApp messages you receive. Messages about an order, delivery, return or account security are transactional and always stay on so we can keep you informed about something you have asked us to do.
How do I make a personal-data request?
Email us at info@ecla-vita.com from the address linked to your order or account, or message us on WhatsApp, and describe what you need. You can ask to know what we hold, access it, obtain a copy, correct it, request its destruction where it is no longer needed, or withdraw consent where our processing is based on consent. We will respond as required by the Saudi Personal Data Protection Law. See our Privacy Notice for details, including how to complain to the competent authority.