If you want to know, we've got you covered with the facts. If you can't find what you are looking for just reach out and our beauty advisors are here to help.
GENERAL
How long will it take to expect a response?
We aim to respond within 3 - 5 business days. Do note that our response times may vary during holidays and peak periods such as after product launches and/or promotions.
How do I get in touch with your service team?
Please email us at hello@eloireofficial.com.
The product I want is out of stock!
We apologise for the inconvenience caused. Please follow our social media for the latest updates.
Do you offer discounts or promotions?
Yes. Please follow us on our social media to get the latest updates for deals.
Have your products been tested by dermatologists?
Yes, our products had been tested by dermatologists with clinic reports.
How do I store your products?
We recommend to store in a cool, dry place. Please reach out to our team should you have any further questions.
What is the expiration date of your products?
You can find the expiration date in the listing for each product.
How long does an order take to process?
We aim to ship out within 2 business days after an order is placed. The delivery will be fulfilled within the next 1 - 3 business days.
I have not received a confirmation email, what should I do?
Please check your email spam folder. Should you not receive the confirmation email, please email us at hello@eloireofficial.com.
How can I check the status of my order?
Please follow the steps below,
- Log in to your Shopify account.
- Click on "Orders" in the dashboard.
- Find your order and click on it.
- Review the order status and details.
I indicated the wrong address on my order, what should I do?
Please email us at hello@eloireofficial.com on the same day the order is placed to make the adjustments accordingly.
I am unable to track my order, what should I do?
Should you not see your order status in your dashboard, you can reach out to us at hello@eloireofficial.com for the latest order status.
When will I get my refund?
Once the refund is confirmed, please expect 5 - 14 business days for it to process.
Are the products safe for all skin types?
Our products are generally safe for all skin types. Please read the product description or email us at hello@eloireofficial.com for better recommendations.
SHIPPING & DELIVERY
What countries does Eloiré ship to?
As we are a new skincare brand, Eloiré is only shipping within Singapore and Malaysia for the time being. However, Eloiré hopes to one day be able to expand and ship within the Asia Pacific for our international customers.
How much is shipping?
We are currently charging SGD5.
When will I receive my order?
We aim to ship out within 2 business days after an order is placed. The delivery will be fulfilled within the next 1 - 3 business days.
Where do you ship from?
We are shipping from Singapore.
How can I check the status of my order?
Please follow the steps below,
- Log in to your Shopify account.
- Click on "Orders" in the dashboard.
- Find your order and click on it.
- Review the order status and details.
EXCHANGE & RETURNS
Can I exchange my product?
You shall examine the goods upon delivered for any deficiencies and/or damages. If any product is found to be missing, incorrect, defective or damaged inside upon receiving your order, claims for exchange (if any) must be lodged to our Customer Service (Exchange Unit) at hello@eloireofficial.com within 7 days after receiving.
Can I change/cancel my order?
You're able to do cancellation on orders that has not yet been shipped, do note that at Eloire Official team are efficient in dispatching your order with quick speed. We regret to inform you that once your order has been shipped, no edits nor refunds are allowed.
Only one-time exchange request is allowed per order. Eloire Official reserves the right to reject any subsequent returns or refund requests for the same order or product.
What is your return policy?
We do accept the returns of goods. Claims for returns (if any) must be lodged to our Customer Service (Exchange Unit) at hello@eloireofficial.com within 7 days after receiving.
- The products has to be unopened with its original condition of how it was packaged & shipped.
- All Returns will be handled in the form of Store-credit on future purchases. To use credit, please contact our customer support to help provide with the discount credit code for your re-purchase items.
- We are not responsible for the return shipping costs of the items.
- Please make sure all return packages are sent with a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit.
- Please make sure all returned items are well packaged, so as not to be damaged in the post.
Can I return products without their original packaging?
We do not accept returns without original packaging or if the product is opened.
I had a reaction, can I return this product?
Our product listings contain all information and we highly recommend you to talk to our team should you have any skin conditions. We do not accept return of product for such reason.
Where can I submit my return details?
Please email your details to hello@eloireofficial.com
ACCOUNT
Do I have to set up an account to place an order?
We recommend having an account as it would be easier to track all your orders in one place. However, you may still place your orders without an account.
How do I create an account?
You can create using your email address. A one-time 6-digit verification code sent by email for the first login.
Does Eloiré use or share information with any third parties?
We do not disclose any personal information in accordance to PDPA policy.
I forgot my password.
You will be able to reset your password on the login page.
How do I subscribe/cancel my email subscription?
You will be able to view and manage your subscriptions in your account.
STILL HAVE QUESTIONS? CONTACT US.
LIVE CHAT
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PHONE
Call Customer Service at +65 8888 8888
