Eelements

Customer Care

GENERAL INFORMATIONS

Will I receive the same product that I see in the photo?
Except in the case of products which are hand crafted in which there may be slight differences in the final product.

We try our best to makes every effort to display, as accurately as possible, the colours of our products that appear on our webstore. However, as the actual colours you see depend on the resolution of your monitor screen and varies with different monitors, we cannot guarantee that your monitor’s display of any colours will be exactly the same as the colours of our products.

MEASUREMENTS/ REPRESENTATION OF ITEMS
a. Measurements stated may vary 0.5″-0.75″ as items are mass produced. In such cases, it will not be considered a defect and no exchanges will be carried out.
b. For printed items, please note placement of prints will differ for every piece due to cut of fabric.
c. Colors shown may have slight variance on different screens as different tech devices have different specifications. As such, colors may be portrayed with slight differences. This applies especially for brighter hues. Requests for exchange/ return due to such reason will be rejected.
d. For light colored items, there may be slight small black dots which are not obvious. As this does not change the overall appearance of the item, it will not be considered a defect.
e. Items with slight imperfections (loose thread, slight dotted stains etc) which do not affect the overall appearance of the item will not be considered a defect.

How do I recover my forgotten password?
If you’ve forgotten your password, you can recover it in the Log-in section. Enter your e-mail address and we’ll send you an e-mail telling you what you need to do.

How can I be sure that I’ve made my purchase correctly?
Once you have placed your order, you will receive a confirmation email. If you do not receive an email, contact our customer service.

Can I track my order?
Yes, you can see the updated status of your order in real time. To do this, go to the “Orders and Returns” section in your account.
If you are not registered, click on the “Order Information” link in the confirmation email sent to you.
You will receive an email notification from us when your order is being processed,
and another email notification containing the delivery tracking information once your order is being dispatched.
Most orders will reach you in 4 to 7 business days. If you do not receive your items after 7 business days, please email us at
love@eelements.my and our Customer Service team will be glad to assist you.

What should I do if I receive a faulty item?
e’elements only sells items in perfect condition so, in the rare event of receiving a faulty item, please contact our customer service.

What should I do if I receive an incorrect item?
If you were to accidentally receive an item that you did not order, please contact our customer service.

Do I need to register for an account in order to make purchases?
An account is needed to facilitate your purchases. Your account will also allow you to view details of all your orders and your credit vouchers.

How long are items kept in my shopping bag?
Items in your shopping bag are not reserved as long as payment has not been made.

Can I remove items from my order?
Orders cannot be changed once you have checked out your shopping cart.

How can I be sure that my payment is successful?
After successful payment at iPay88, you will reveive an email with the subject “Your payment to ELEMENTS FASHION CONCEPT from
iPay88
If you do not receive this email shortly after your successful payment at iPay88, please contact us at love@eelements.my and our Customer Service will be glad to assist you.

EXCHANGES AND RETURNS

Can I exchange or return any item?

Yes, all return items (for both Return and Exchange) must satisfy the following conditions:
– it is in perfect condition and has all its labels on it.
– Secured tag intact
– Brand new condition (Unaltered, undamaged and unwashed)
– All parcels have to reach us within 14 business days from the date you receive your item
– Please allow 10 business days (upon receipt of returned item) to process your exchange/ refund.
ELEMENTS FASHOPN CONCAPT reserves the right to reject any Return or Exchange if any of the above conditions are not met.

The procedure for Return/ Exchange?

*Return/ Size Exchange is limited to 1 time for the same item. There will be no exchange to a different item.
*Refunds for returns will be in the form of credit voucher, with a 3 months validity. Credit vouchers are strictly non-refundable and not eligible for extension

SALE items are not valid for returns / exchanges or refund.

Return:

Kindly indicate “Return” on the invoice and send the item and invoice back to us in their original packaging. Postage/ courier fees for returns will be at customer’s own costs. We encourage you to send your parcel via a delivery method which allows tracking as we will not be liable for any lost parcel.

Our Address:
ELEMENTS FASHION CONCEPT
Add : 8 – 1 , Jalan Puteri 1/4, Bandar Puteri, 47100 Puchong, Selangor.

Exchange:
1. Email us at love@eelements.my within 7 working days from the date you receive your item and provide us with the following :

a) Order ID
b) Product reference number
c) Size and colour you wish to exchange to
*please note that there will be no exchange to a different item
2) Our Customer Service team will revert back to you on whether your exchange request is successful. If so, they will provide you with the necessary details to mail your items back to us.
3) Postage fees for returns will be at customer’s own costs. We encourage you to mail your parcel via a delivery method which allows tracking as we will not be liable for any lost mails.

Late Returns
Returns outside the stipulated timeframes may not be accepted at the discretion of e’elements.

Repeated Returns
Customers found returning items repeatedly may be refused at our discretion.

How do I know the status of my return/exchange?
Please allow 10 business days upon receiving your parcel for us to process your return/exchange request.

For exchange: You will receive an email notification from us when your exchange order is being processed, and another email notification containing the delivery tracking information once your exchange item has been dispatched. The order ID for exchange will be your orginal order ID-1 (eg: #11714-1)

For return: You will receive any email notification containing your credit voucher code once refund have been processed.

DELIVERY

How long will my order take to arrive?
Standard : In 5-7 working days

Can I track my order?
Yes, you can see the updated status of your order in real time. To do this, go to the “Orders and Returns” section in your account.
If you are not registered, click on the “Order Information” link in the confirmation email sent to you to see the status of your order.

How much do I pay for delivery service?
FREE delivery within Malaysia.
Overseas Orders
We ships worldwide via DHL. Overseas shipping will be charged according to weight of items and will be advised accordingly at check out. Overseas orders will be shipped out within 5-7 working days from Malaysia upon making an order. Standard courier orders are shipped via DHL, delivery will take 7-14 working days, subject to customs clearance and weather conditions.

PAYMENT

What payment method can I use to make my purchase?
We accept iPay88 payments only. This includes all credit cards and debit cards. For payments via iPay88, payment has to be made instantly. Please ensure that you reach the iPay88 payment gateway page via e’elements website to ensure that your payment is received and updated successfully in our system. Payments made via a new browser will not be synced to our server, and that will mean your order status will not be updated automatically.

DISCOUNT CODES/ VOUCHERS
a. If you have a discount code, please ensure to input the code before checking out for discount to be valid.
No refunds will be made for orders where discount codes are not entered at point of purchase.
b. Discount codes may or may not come with an expiry date. This will be informed accordingly.
c. Discount codes are strictly non-extensible.
d. Orders placed using discounts are not applicable for exchange and returns.

Why might my credit card be refused?
Your credit card may be refused for any of the following reasons:

The card may have expired. Check that your card is still valid.
You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.
You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.

Is it safe to use my credit card on the website?
Yes, the data is transmitted SSL-encrypted. For payments with Visa and Mastercard only SET transactions (secure electronic transactions) are accepted. After verifying that the card is included in the SET system, the system will contact the card-issuing bank to enable the buyer to authorize the purchase. When the bank confirms the authenticity, the payment will be charged to the card. Otherwise the order will be cancelled.

DISCOUNT CODES/ VOUCHERS
a. If you have a discount code, please ensure to input the code before checking out for discount to be valid. No refunds will be made for orders where discount codes are not entered at point of purchase.
b. Discount codes may or may not come with an expiry date. This will be informed accordingly.
c. Discount codes are strictly non-extensible.
d. Orders placed using discounts are not applicable for exchange and returns.