服务条款

Welcome to Elaivé. By using our website (www.elaive.co), you agree to our Terms & Conditions. Please take a moment to read through the information below to ensure a smooth shopping experience with us.

1. Company Information

We are ELAIVE ENTERPRISE, a registered company in Malaysia (Reg. No: 003790345).
Address: Residensi 8, Jalan Sri Jati 3, Taman Sri Jati, 58200, Kuala Lumpur
Email: elainechan.elaive@gmail.com
Working hours: Monday–Friday, 9am–5pm (excluding weekend & public holidays)

2. Orders

  • Orders are placed by completing the order form on our site. A unique order number is provided for every successful order.
  • Please ensure all order details are accurate before confirming.
  • Once an order is processed, changes may not be possible.
  • Combining orders is not allowed. All parcels are shipped based on order number.

3. Backorders

  • A backorder allows you to secure a sold-out item while it’s being restocked.
  • Estimated Time of Arrival (ETA) is stated on each backorder item but may change due to manufacturing or shipping delays. Cancellation for these reasons will not be accepted.
  • Backorders may be canceled if fabrics or stocks run short. A full refund will be provided in such cases.
  • Slight variations (up to 20%) in colour or measurements may occur between batches due to production differences. These are not eligible for return or exchange.
  • Orders with both backorder and ready-stock items will have ready-stock shipped first (except international orders).
  • Backorder updates are posted on our Backorder Status page.
  • All backorders are strictly non-cancelable and non-refundable once processed.

4. Payment

  • We accept payment via IPAY88 (Online Banking, Credit/Debit Cards, e-Wallet), Bank Transfer, GrabPay, and Cash Deposit.
  • Payment must be completed within 24 hours. Unpaid orders will be automatically cancelled.
  • Cancelled orders due to late payment notification will be refunded as store credit only.
  • Prices may change without prior notice. No refunds apply if the item later goes on sale.

5. Delivery

  • Shipping fees will be shown at checkout.
  • Orders are shipped Monday–Friday (excluding weekends and public holidays).
  • Ready-stock items ship within 1–3 working days after payment verification.
  • Backorders ship based on their ETA.
  • Mixed orders (backorder + ready-stock) ship separately, except international orders.
  • Once a parcel is shipped, it becomes the responsibility of the courier service. For delays or lost parcels, we will assist as much as possible.
  • International orders may be subject to import duties and taxes.

6. Bounced Parcels

  • If a parcel is returned to us, we will contact you via email.
  • Re-delivery fees will be borne by the customer.
  • Combining new orders with bounced parcels is not allowed.
  • Bounced parcels unclaimed for 180 days will be considered property of Elaivé with no compensation.

7. Defective Items

  • Colours may vary due to studio lighting or device display differences (up to 20%). This is not considered a defect.
  • Minor measurement variations (1–3cm) or small imperfections (small specks, loose threads under 1cm) are not considered defects.
  • If you received a defective product, contact us at elainechan.elaive@gmail.com within 7 working days with your order number and a photo of the defect.
  • Door-to-door pickup will be provided for confirmed defective items. Returns must be in original condition.
  • If a replacement is unavailable, store credit with no expiry will be issued.

8. Returns

  • Return must be done within 7 working days of receiving your order.
  • Returns are accepted for all items except accessories, and bags.
  • Promotion items can be returned. Store credit will be issued based on the discounted price.
  • New In items can be returned for store credit of the same value.
  • All returned items must be in original condition (tag attached, unworn, unwashed, unaltered).
  • Return form must be included.
  • We reserve the right to reject returns that do not meet the conditions.
  • Refunds are given as store credit only (no cash refund).
  • Store credit can be used multiple times and is valid for 90 days.
  • All return shipping fees and custom duties are the customer’s responsibility.
  • You are responsible for your return parcel until it reaches us, and you should keep proof of postage.

9. Amendments

Elaivé reserves the right to amend these Terms & Conditions at any time without prior notice.
Continued use of the Site indicates your acceptance of the updated T&Cs.