FAQs

The Frequently Asked Questions.
Still have questions not answered? Drop us an email at hello@el-jo.com or DM us on instagram @eljo.studio

Order

What kind of payment do you accept or processed in?

All orders are processed in Malaysia ringgit (MYR). A currency converter is a convenient tool for your reference only.

We accept payment from major credit cards and pay thru Malaysia online banking. We do accept manual payment too (Please contact us if you wish to use manual payment).

FPX Online Banking Billplz (accept all Local Malaysian Bank)
Credit Card Stripe/Paypal
3 Split Payment Atome (3 easy payments, 0% interest)
Manual Payment Maybank
ELJO ENTERPRISE
5127-7254-9557
                               

Can I apply two or more discount code in one order?

Our cart can only accommodate one discount code at a time. If you have more than one code, they can be applied to separate orders.

Why I didn't receive any confirmation email after the payment is made?

The confirmation email might landed in your junk mail/spam. If you are unable to find it, kindly contact us at hello@el-jo.com with you order details, eg: email/order items.

Are all your items ready stock?

All our items are ready stock unless stated Sold Out/Backorder in the product descriptions.

What is Backorder?

Backorder items are our sold out bestsellers that are currently in production. These items will come back in stock on a specific date as stated in the product descriptions.

Please note that if you have backorder item(s) in your order, the whole order will be placed on hold and shipped altogether when all items on the order are available.

If you wish the ready stock item(s) to be shipped first, kindly contact us at hello@el-jo.com. Please note that additional postage fees might be charged.

What if I placed a wrong order?/p>

If you’ve placed a wrong order or entered an incorrect shipping address/info, please reach out immediately at hello@el-jo.com / instagram @eljo.studio before the order is shipped.
Please note that changes cannot be made for orders that had been shipped out.

Can I cancel my order?

We are unable to cancel orders once they’ve been placed, we hope for your understanding on this matter.

Shipping

When will my order be shipped?

We will ship out all orders within 1-2 business days once the payment is completed, except for backorder item.

All the items placed in same order will be shipped in one parcel (ready stock & backorder). The order will be shipped when all items on the order are available.

If you wish the ready stock item(s) to be shipped first, kindly contact us at hello@el-jo.com. Please note that additional postage fees might be charged.

What are the shipping fee and delivery timeline?

 Destination Rates Timeline
West Malaysia Free shipping for orders above RM120
RM7 for orders below RM120
1-3 business days
East Malaysia Free shipping for orders above RM120
RM15 for orders below RM120
3-5 business days
Singapore Free shipping for orders above RM350
RM30 for orders below RM350
7-10 business days

Please make sure you provide the correct address and contact information. Shipping fee is not refundable in the event of wrong information of delivery placed by customers.

What delivery courier will my order be shipped with?

We understand how important it is to receive your orders on time. That's why we work with a reliable courier partner to make sure of that.

All local deliveries will be fulfilled by DHL eCommerce. Except for no service coverage area will be fulfilled by J&T / Pgeon.

International deliveries will be fulfilled by Aramex / Teleport Delivery / Janio.

All of our packages are traceable. You will receive a tracking number with the respective delivery courier from us.

How can I track my shipment?

You will receive a shipping notification with tracking number via email within 1-2 business day after you had placed the order. If you didn’t receive the email, kindly check your junk mail/spam, or contact us at hello@el-jo.com.

Can I change my shiping address/info?

If you need to change your shipping address/info before your order is shipped, please promptly email hello@el-jo.com or DM us at instagram @eljo.studio with your order details and new shipping info.

Please note that we are not able to change the shipping info once they had been shipped, in this event please contact the courier company and reference your tracking number for any special delivery requests.

DHL eCommcerce Support
Tracking: https://ecommerceportal.dhl.com/track/
Tel: +603 2779 2300
Email: mysupport@dhl.com
FAQs: https://www.dhl.com/my-en/home/our-divisions/ecommerce/customer-service/consumer-faq.html

J&T Express Support
Tracking: https://www.jtexpress.my/track.php
Tel: 1300-80-9000
FAQs: https://www.jtexpress.my/faq.php

Pgeon Support
Tracking: https://www.pgeon.delivery/track-parcel
Email Contact Form: https://easyparcel.com/my/en/contact-us/

Will I be charged duties and taxes for international shipping?

There may be duties and taxes incurred on your shipment that you will be responsible for. Please note that el-jo studio does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.

International customers are responsible for the payment of all duties or taxes imposed by the country for delivery. Failure or refusal to pay these duties could result in the abandonment of your shipment. If your shipment is abandoned kindly note it will not be eligible for a refund.

Gifting

Can I write a personalized message to go with my order?

Yes of course! You are welcome to leave us the message in the checkout notes and we'll be sure to get to it. Or if you want to be sure, DM us on instagram @eljo.studio. We're really active on there. :)

But please keep it around 25 words as it may not look to good being cramped inside your card!

What is included in my order?

All orders will be packed in our white cardboard courier box to protect the jewelry during shipment.
Sustainable linen pouch for each order (fit 1-3 jewelry).
Polishing cloth
Each jewelry will be packed individually in our zip lock bag (to help prevent 925 Silver from tarnish, and avoid scratches between jewelries!)
Each order comes with a handwritten card with your name on it.

Name on card will be written according to the shipping receiver name, please leave us a message if you would like us to write a different name.

My order is a gift, will you include a receipt in the package?

No. All receipts are digital only. You may find them in your email once you've completed purchase. No receipt will be included in your package.

Material & Care

What are the jewelries made of?

We seek to provide jewelry that are made to last and suitable for everyday wear! All our jewelries base are made from Premium 925 Silver or 316L Stainless Steel. These are the most suitable materials that meet the needs and requirements as they will never rust and never make your skin green!

All item's descriptions will tell you what each of our pieces is made of. For more details of each material, you may visit our Material & Care page.

How do I take care of my jewelry?

Proper caring and maintenance are necessary for any jewellery. Take care of your jewellery and it will shine for years. Please visit our Material & Care page for more details of jewelry care.

Each of our pieces are also come with a jewelry care card when you purchased, so it will be more convenient for you to follow the instructions :)

Can I wear the jewelry piece to shower?

All our jewelries are made from 925 Silver or 316L Stainless Steel, so no worries to wear all the silver colour pieces to shower! We know more people wanting something to wear on a regular basis, and we heard you. They won’t rust, so worry free!

As for gold plated items, although they won't rust too, but it is advised to remove it before shower in order to keep the gold plating layer long lasting.

Is your jewelry sensitive skin friendly?

All our jewelries base are made from premium 925 Silver or 316L Stainless Steel which won’t rust and won’t make your skin green. Both of these materials are actually hypoallergenic for most people! But do note that everyone skin type may be different and we can’t 100% guarantee on this matter.

Return & Exchange

Can I return a product?

All goods sold are not refundable and returnable. We don’t accept any change of mind return at the moment, we hope for your understanding on this matter.

What should I do if I received a faulty or wrong product?

We hope you to have a pleasant shopping experience at el-jo studio as we are proud to offer our customers a quality product. We will inspect every item before the order is dispatched to you.

In rare cases, that you’ve received a faulty product or wrong item, please reach out to us within 3 working days of receiving your parcel. Our customer service team will provide a free shipping label and inspect the returned items.

All returns must be unworn and in the same condition that you received it (including all original packaging). We reserve the right to refuse a refund if these conditions aren't met.

What is the refund/exchange method?

Only eligible for faulty or wrong product order.

Method 1: Refund of product purchase in form of store credits.
Method 2: Exchange for the same product.
Method 3: Exchange for product that having the same value or above. For higher value items, you will need to pay for the price differences.

*Exchange can only be performed once.
*International orders are not eligible for refund/exchange.




Still have questions not answered? Drop us an email at hello@el-jo.com or DM us on instagram @eljo.studio