All orders are shipped via TIKI/JNE. We aim to deliver your order within 3-4 working days from the time you place your order for JABODETABEK area and 4-7 days for all domestic address.
Please note that all delivery times should be referred to as guidelines only and may vary depending on our courier partner and during our seasonal sale periods.
If your order is not available in stock and we need to produce it first, there will be 14 days of production lead time prior to shipment.
All cost that might occurs upon shipping (shipping cost, insurances, etc.) is bear by customer. Shipping cost are determined by TIKI/JNE. Shipping cost may be change without prior notice.
Your parcel is insured by ELLA & GLO during the time it is in transit until it is delivered to you. A signature is required for every delivery and it is at this point where the responsibility for the goods delivered is passed to the consignee.
For this moment we only take online order from Indonesia, Singapore, and Malaysia only. If you live outside those areas, you can contact our Customer Care Team so we can arrange the shipment to you.
To return any unwanted items, simply follow the following steps:
1. Please send an email to Customer Care to inform us about your issues. We will give you immediate respond concerning your issues. We request that all goods are returned within 7 days of the date we give reply to your email. Returns received outside the above time frames are accepted at the discretion of ELLA & GLO. ELLA & GLO also reserves the right to charge any additional costs of recovery of the goods received after 7 days.
2. Complete and sign the returns pro forma invoice that you received with your order (and fill in the TIKI/JNE air waybill if applicable). We ask that you do not seal your parcel as the driver will be required to check the contents.
3. You will be notified by email once your return has been received and processed.
To ensure that your return is processed as quickly as possible, send all the items you wish to return from one order in one parcel.
Exchanging an item for a more suitable size is free of charge, however all exchanges are subject to stock availability. To exchange your item, follow the above steps ensuring you request an exchange and specify which size you require.
An item is deemed faulty if it has been received by you in an imperfect condition or if there is a subsequent manufacturing fault within a period of 1 week after delivery.
We do not consider wear and tear to be a fault; you may refer to our Product care guide here for further information.
All items that are returned as faulty are thoroughly inspected by our quality control experts to deem whether an item is faulty or whether it is fair wear and tear. We may be able to offer to repair your item but please note that repairs are not guaranteed.
If in the rare event that your item is faulty due to a design error, we may be able to replace your item. Replacements are subject to availability and we ask that you state you would like this option at the time you sending us the email.
To return a faulty item to us, you should follow the standard returns process as detailed above.
