How can we help you?
Track Your Order
Check the current status of your order and follow its delivery journey from dispatch to arrival.
Returns & Exchanges
Learn how to return or exchange your items, including timelines and conditions.
Shipping Information
Explore delivery times, shipping methods, and the locations we currently serve.
Products & Materials
Get insights into our materials, sizing, and how to care for your pieces.
Payments & Checkout
Understand available payment methods and how we keep your transactions secure.
Contact & Support
Reach out to our team for any questions or assistance you may need.
Orders & Products
Can I cancel my order?
Yes of course. If you let us know within 24 hours and we haven't started creating your journal then we can issue a refund. However if of course we have started production of your item and it is personalized then unfortunately we will be unable to cancel your order.
Can I return or exchange my journal?
Personalised items are non-refundable and non-exchangeable as of course they are made specifically for you.
Non-personalised items may be returned within 14 days of delivery if unused, in original condition, and in original packaging.
Do you offer exchanges?
We do not offer exchanges. However please return the eligible item and place a new order. Happy to do this.
What sizes are available?
Small (A6) – pocket-sized, perfect for lists and travel notes.
Medium (A5) – our most popular size, great for journaling and planning.
Large (XL) – substantial desk journal, ideal for professionals and creatives.
What types of notebooks do you sell?
Ivory 100gsm (lined, dotted, plain) – smooth and fountain-pen-friendly.
Tomoe River 52gsm – ultra-light, cult-favourite Japanese paper.
365 Diary which is in Tomoe River paper also.
How do I personalise my journal?
You can add debossed or foil-stamped initials in black or gold.
Please check your details carefully — once production starts, changes are not possible unfortunately.
Shipping & Delivery
Do you ship internationally?
Yes, we ship worldwide from Abu Dhabi, UAE via DHL and Aramex.
How long will delivery take?
UAE: 2–4 business days after dispatch.
GCC: 4–7 business days after dispatch.
International: 7–14 business days after dispatch.
Who pays customs or import duties?
International customers are responsible for any customs charges, import duties, or local taxes applied by their country.
These are not included in your order total.
Will i get tracking details?
Yes, you will receive a tracking number by email once your order ships.
Pre-Orders
What is a pre-order?
Pre-orders allow you to purchase an item before it is ready to ship, guaranteeing your piece from the next production run.
When will my pre-order ship?
Estimated dispatch dates are shown on each product page. These are approximate and may change slightly.
Can I cancel a pre-order?
Yes as long as production has not started.
Payment & Security
What payment methods do you accept?
We accept Stripe (Visa, Mastercard, Amex), Apple Pay
Is my payment secure?
Yes. All transactions are SSL-encrypted and processed securely by our providers. We never store full card details.
What currency will I be charged in?
We process payments in AED (United Arab Emirates Dirhams)
Your bank may apply conversion rates or fees if you pay in another currency
Product Care
How should I care for my leather cover?
Keep leather away from water, oils, and direct heat.
Use a neutral leather balm every 6–12 months to condition.
Store in the cotton slipcover provided when not in use.
Will my journal change over time?
Yes. Vegetable-tanned leather will darken, soften, and develop a natural patina unique to you.
Natural markings and variations are a feature of authentic leather, not defects.
Are your notebooks fountain-pen-friendly?
Yes. Both our Ivory 100gsm and Tomoe River paper are smooth, resistant to bleed-through, and ideal for fountain pens.
Gifting
Do you sell gift cards?
Yes, digital gift cards are available in AED
Gift cards are valid for 12 months and cannot be refunded or exchanged.
Can I send a journal as a gift?
Absolutely. All journals come in a luxury presentation box and cotton slipcover, making them perfect for gifting.
Customer Support
How can I contact you?
📧 General enquiries: info@eliandkai.com
📍 Address: PO Box 134410, Al Mushrif, Abu Dhabi, UAE
How quickly will you reply?
We aim to respond within 1–2 business days (Monday–Friday, UAE time).
Do you offer consultations?
Yes. You can book a 30-minute video appointment here: https://calendly.com/eliandkai-info/30min
Still need help?
We’re here to make your experience with Eli & Kai as smooth as possible.
If you couldn’t find what you’re looking for, our support team is ready to assist you — whether it’s about your order, sizing, materials, or anything else.
We typically respond within 1–2 business days. During busy periods, it may take a little longer — but we’ll always get back to you.
