Refund policy
At Elaivé, every piece is carefully curated. If something isn’t quite right, we’re happy to assist—subject to the policy below.
🔁 Returns (Store Credit Only)
Returns are accepted within 7 days from the delivery date.
To be eligible, items must be:
- Unworn, unwashed, and unused
- In original condition with tags attached
- Free from perfume, makeup stains, or any odor
- Returned with original packaging
All returns are subject to inspection and approval by Elaivé.
Approved returns will be issued as store credit only.
Cash refunds are not offered for returns.
A restocking fee of RM10 per item will be deducted from the issued store credit.
Store credit is:
- Non-transferable
- Not exchangeable for cash
- Valid for 90 days from the date of issue
Expired store credit will not be extended.
❌ No Return / No Refund / No Exchange
The following items are strictly non-returnable, non-refundable, and non-exchangeable:
- Change of mind or loss of interest
- Customer ordering errors (wrong size, color, or quantity selected)
- Sale or discounted items
- Innerwear
- Accessories
- Bags
- Free gifts or promotional items
Please choose carefully before completing your purchase.
📦 Return Shipping
Customers are responsible for all return shipping costs.
Original shipping fees are non-refundable.
🛠 Order Inspection & Discrepancies
Customers must inspect their order upon delivery from our third-party logistics provider.
Any issues regarding:
- Missing items
- Incorrect items
- Defective items
must be reported within 5 days from the delivery date.
Claims submitted after this period will not be entertained.
💸 Refunds (Very Limited Circumstances Only)
Refunds will only be considered in the following situations:
- Failure of our third-party logistics partner to fulfill the order
- Order cancellation due to extenuating circumstances beyond control
- Missing item(s) in the order
- Defective item received, with clear proof provided within 5 days
Elaivé reserves the sole right to determine refund eligibility.
📝 How to Request a Return or Report an Issue
Please email elainechan.elaive@gmail.com with:
- Order number
- Item(s) involved
- Clear photos (if applicable)
- Reason for the request
Our team will advise on the next steps.
Elaivé reserves the right to reject any request that does not meet the conditions stated above.
📮 How to Return an Item
Mail your parcel to:
Elaivé
Residensi 8, Jalan Sri Jati 3, Taman Sri Jati
58200 Kuala Lumpur
📱 013-8203138
Please retain your proof of postage until we confirm receipt.
📬 Return Confirmation
After mailing your return, share your tracking number with us.
We will notify you via email once your return has been received.
Processing takes up to 3 working days.
💳 How Will I Receive My Refund?
All approved refunds are issued as store credit only.
Store credit equals the purchase price of the returned item(s) and is valid for 90 days.
Elaivé reserves the right to reject any return, store credit, or refund request that does not meet the above conditions.