SHIPPING, CANCELLATION, AND REFUND POLICY
Cancellation Prior to Shipment
We are not allowed any refund or cancellation request after payment has been made except the product is out of stock or broken.
The following are the policies to be eligible for return requests after shipment/ receipt of goods:
- All goods sold are non-refundable except (i) Failed Delivery (ii) Wrong Delivery and (iii) Damaged good during delivery.
- Only items that have been purchased directly from ELODIE official website and ELODIE official social media account can be eligible for a return.
- Any ELODIE's product purchased through other retailers is not eligible for this policy and must be in accordance to the respective retailers’ returns and refunds policy.
- Goods are eligible for a return if the following are applied:
- The item is not the item you ordered. Wrong size or the colour is different from what is indicated on the order summary, or there are missing items inside the packaging.
- For panties we not allowed to exchange if it has been wore and lingerie or other products are not allowed to exchange or return after washed.
- All items are checked for defect before wrapping and shipping. In an unfortunate case that whenever received defective or incorrect items, we have a 3-day return policy upon receipt of the order, subject to the following terms and conditions:
- Item must be in its original purchase condition, Item must be unused, unmarked and not defaced in any manner.
- Items purchased as part of a set or multi-item pack must be returned as a whole set.
- Return items must meet the requrements above.
- The items is found to be damaged upon receipt. Items has been tampered/refurbished or modified. Customers will be responsible for all shipping charges to return goods. Returns are applicable only for a complete ELODIE's product.
- Returned items must meet the following requirements:
- To ensure the items remain in new condition any exchange and return request should be inform within 36 hours from receiving goods in order to protect other customers' rights. Overdue cases will not be processed.
- The item must be shipped back to us within 7 working days upon receipt. (as proved by the postal or courier receipt).
- You have proof of purchase (order invoice number and receipt).
- You need to pay another RM 7 for second delivery fees by yourselves
- Item must be in new condition and returned in its original packaging and free gifts received with it. All packaging must be unused, unmarked and not defaced in any manner.
- Item must be returned in the original box (or with, at least, suitable packaging) to protect the Product from damage during return delivery.
- Cancellation of order will not be permitted once payment has been confirmed. Any cancellations due to a change of mind will not be accepted.
- We reserve the right to reject any cancellation, refund that deemed unfit or unreasonable.
Please not that fully refund is not allowed except special case. If unfortunately the items is out of stock or damage, your refund will be issued once we have received and examined the returned goods or verified the order status. Once the returned goods fulfil our return policy, the refund will be initiated. The method of refund will be processed depending on your original payment method:
- Online Bank Transfer, full refunds will be credited into your bank account via online bank transfer, which should be posted within 3-5 working days.
- Credit card refunds services, refunds will be sent to the card-issuing bank.
Kindly contact your card-issuing bank with regards to the duration of the credit refunds.SHIPPING POLICY
We will only ship to addresses provided in the billing address or shipment address provided during your purchase.
Please ensure correct addresses and reachable phone number are provided when completing your order. We do not ship to P.O Boxes (Post-Office Box) and only to valid legitimate shipping addresses.
We will not be liable in the event of an incorrect shipping address is provided and goods are returned to us.
All re-delivery of goods to you will be charged for a associated shipping charges which will be disclosed upon request for a second delivery attempt.
Change In Shipping Address
If you have any request for change of shipping address, please email us at [email protected] or contact us via social media account (Facebook/ Instagram/ Whatsapp) within 12 hours upon your order submission.
If request of change in shipping address is made after 24 hours upon order confirmation, customers will be responsible for any associated shipping charges.
It typically takes between 2-5 working days (Monday to Friday) for ready stock goods to arrive at your destination. While, it will takes between 1-3 weeks for pre-order goods to arrive at your destination. The shipment will be delivered during office hours between 9:00 am to 5:00 pm weekdays only.
Once goods is picked up by our shipping partner, the tracking ID for the package will be available. Any communication is to be via email/socialmedia/sms.
For non-tangible products or services, confirmation of order and receipt will be communicated via email/socialmeidia/sms.Proof of purchase, invoice or delivery order will be available.
We reserve the right to amend this policy from time to time if deemed necessary, in which no prior notification or approval from the customer is required.