Shipping policy
Shipping Policy
When will my order be processed?
All orders are processed within 3 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. During peak seasons or promotions, processing times may be slightly longer due to high order volumes. You’ll receive a notification with tracking information once your order ships.
What are the shipping options and costs within Malaysia?
- West Malaysia: RM 5 flat rate shipping, with delivery estimated at 1-3 business days after processing.
- East Malaysia: RM 10 flat rate shipping, with delivery estimated at 3-7 business days after processing.
Do you offer international shipping?
Yes, we currently ship internationally only to Singapore.
- Singapore: RM 18 - 20 variable rate shipping, with delivery estimated at 5-10 business days after processing.
Will I need to pay duties or customs fees for international orders?
For orders shipped to Singapore, customers are responsible for any customs duties, taxes, or import fees that may apply upon delivery. Please check with your local customs office to understand any potential charges.
How can I track my order?
Once your order has shipped, you’ll receive a tracking number via email. Please allow 48 hours for the tracking information to update. You can use this tracking number on the carrier’s website to monitor the status of your order.
What should I do if my order is delayed or hasn’t arrived?
If your order hasn’t arrived within the estimated delivery timeframe, please reach out to us at help@elaan.co with your name and order number. We’ll assist in tracking your order and resolving any delays.
Can I update my shipping address after placing an order?
If you need to update your shipping address, please contact us as soon as possible at help@elaan.co. Once your order has been processed or shipped, we may not be able to make changes. Note that if a package is returned due to an incorrect address provided by the customer, additional shipping fees may apply to resend it.
What happens if my package is lost or undeliverable?
In rare cases, packages can be delayed or undeliverable due to address issues or carrier delays. If your package hasn’t arrived or was returned to us, please contact us at help@elaan.co. We’ll investigate the issue and help find a solution. Unfortunately, we are not responsible for delays caused by the carrier once your order has left our facility.
Which regions do you currently ship to?
Currently, we ship within Malaysia and to Singapore.
How can I contact you with further questions?
We’re here to help! If you have any questions or need additional assistance, please reach out to us at help@elaan.co, and we’ll be happy to support you.