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F.A.Q.

Customer Questions

HOW TO ORDER?

YOU CAN FIND OUR STEP-BY-STEP GUIDE HERE.

WHERE ARE THE PRODUCTS MANUFACTURED?

OUR PRODUCTS ARE MANUFACTURED IN INDONESIA, AND WE HAVE A STRICT QUALITY CONTROL PROCEDURE TO ENSURE THAT YOU WILL RECEIVE THE BEST AND ONLY THE BEST.

DO I NEED AN ACCOUNT TO ORDER?

YES. YOU HAVE TO REGISTER AN ACCOUNT TO MAKE A PURCHASE. IT IS VERY EASY AND SIMPLE, JUST FOLLOW THE STEP-BY-STEP INSTRUCTIONS ON THE PAGE.

THE PRODUCT THAT I WANT IS SOLD OUT! HOW CAN I GET IT?

UNFORTUNATELY, NOT EVERY STYLE WILL BE RESTOCKED. HOWEVER, YOU CAN USE THE ‘NOTIFY ME’ BUTTON TO RECEIVE AN EMAIL NOTIFICATION IF THE ITEM COMES BACK. OR SUBSCRIBE TO OUR EMAIL LIST AND YOU WILL RECEIVE AN EMAIL WHEN NEW BATCHES COME BACK IN STOCK.

HOW CAN I MEASURE MY SIZE?

YOU CAN FIND OUR MEASURING GUIDE HERE, AND IN ALL THE PRODUCT DETAILS PAGES LABELED AS ‘MEASUREMENT GUIDE’. ALL MEASUREMENTS ARE IN CENTIMETRES.

HOW MUCH WILL SHIPPING COST?

FOR CUSTOMERS IN INDONESIA, WE PROVIDE FREE SHIPPING FOR PURCHASES ABOVE IDR 1,500,000. IF YOUR ORDER IS LESS, SHIPPING FEES WILL BE AUTOMATICALLY CALCULATED AT CHECKOUT.

FOR CUSTOMERS IN SINGAPORE & MALAYSIA, WE PROVIDE A FLAT FEE OF IDR 350,000 FOR PURCHASES IN ANY AMOUNT.

YOU CAN FIND OUR COMPLETE ‘SHIPPING & DELIVERY’ GUIDE HERE.

CAN I ADD ITEMS AFTER I CHECK OUT?

PLEASE BE PROPERLY REVIEW YOUR ORDERS BEFORE CONFIRMING YOUR PURCHASES, AS WE ARE UNABLE TO MODIFY YOUR PURCHASES AFTER IT HAS BEEN PROCESSED. HOWEVER, YOU CAN MAKE A NEW ORDER AND NOTIFY US VIA EMAIL AT INFO@ellaswan.CO.id TO COMBINE YOUR SHIPPING.

CAN I MODIFY / CANCEL AFTER I CHECK OUT?

PLEASE BE PROPERLY REVIEW YOUR ORDERS BEFORE CONFIRMING YOUR PURCHASES, AS WE ARE UNABLE TO MODIFY OR CANCEL YOUR PURCHASES AFTER IT HAS BEEN PROCESSED.

WHAT KINDS OF PAYMENT METHODS ARE ACCEPTED?

WE ACCEPT BANK TRANSFER & CREDIT CARD (VISA / MASTERCARD). PLEASE FIND OUR FULL PURCHASING GUIDE HERE.

HOW SOON CAN I GET MY ORDER?

DEPENDING ON YOUR LOCATION, IT MAY TAKE 3-5 WORKING DAYS IF YOU’RE IN INDONESIA.

FOR CUSTOMERS IN SINGAPORE & MALAYSIA, IT MAY TAKE UP TO 14 WORKING DAYS.

YOU CAN FIND OUR COMPLETE ‘SHIPPING & DELIVERY’ GUIDE HERE.

IT’S BEEN A COUPLE OF DAYS AND I HAVEN'T RECEIVED MY ORDER. WHERE IS MY ORDER?

KINDLY CONTACT US AND PLEASE MENTION YOUR ORDER ID SO WE CAN HELP TO TRACK YOUR PURCHASES.

CONTACT US:
WHATSAPP: +62818-855-155

Id Line Business: @ellaswan.co
E-MAIL: INFO@ellaswan.CO.id
(MON-FRI | 9:00 – 17:00 | UCT+7:00)

IT’S URGENT! CAN I GET MY ORDER EARLIER?

WE TRY TO PROCESS OUR ORDERS AS QUICKLY AS POSSIBLE, WITHIN 24 HOURS PERIOD AFTER PAYMENT CONFIRMATION. YOU CAN HELP TO EXPEDITE THE PROCESS BY CONFIRMING YOUR ORDER BEFORE 10AM, AND WE WILL PROCESS YOUR ORDER ON THE SAME DAY. PLEASE NOTE THAT WE WILL PROCESS YOUR ORDER DURING WORKING DAYS.

I HAVE RECEIVED MY PACKAGE, BUT THERE IS SOME DEFECT WITH THE PRODUCT.

WE DEEPLY APOLOGIZE FOR OUR MISTAKES. PLEASE KINDLY SEND AN E-MAIL TO info@ellaswan.co.id, AND WE WILL TRY OUR BEST TO RECTIFY THE ISSUE. FOR MORE INFORMATION, YOU CAN FIND OUR ‘RETURN & EXCHANGE POLICY’ HERE.

I HAVE RECEIVED MY PACKAGE, BUT IT IS NOT WHAT I’VE ORDERED.

WE DEEPLY APOLOGIZE FOR OUR MISTAKES. PLEASE KINDLY SEND AN E-MAIL TO INFO@ellaswan.CO.id, AND WE WILL TRY OUR BEST TO RECTIFY THE ISSUE. FOR MORE INFORMATION, YOU CAN FIND OUR ‘RETURN & EXCHANGE POLICY’ HERE.

HOW DO I RETURN / EXCHANGE MY PURCHASES?

YOU CAN FIND OUR ‘RETURN & EXCHANGE POLICY’ HERE.

I WANT TO KNOW MORE ABOUT YOUR PRIVACY POLICY.

ellaswan UNDERSTANDS THAT PRIVACY CONCERNS ARE EXTREMELY IMPORTANT TO OUR CUSTOMERS.

WE AT KNOW THAT YOU CARE ABOUT HOW YOUR PERSONAL INFORMATION IS USED AND SHARED, AND WE TAKE YOUR PRIVACY SERIOUSLY. YOU CAN REST ASSURED THAT ANY INFORMATION YOU SUBMIT TO US WILL NOT BE MISUSED, ABUSED OR SOLD TO ANY OTHER PARTIES.

LEARN MORE ABOUT OUR PRIVACY POLICY HERE.

WHERE CAN I FIND THE TERMS AND CONDITIONS?

WE KNOW THAT T&C CAN BE LONG AND A BORE TO READ, BUT WE HAVE TO ENCOURAGE YOU TO READ THROUGH OUR TERM AND CONDITIONS CAREFULLY BEFORE PLACING YOUR ORDER ON OUR WEBSITE. BY ACCESSING OR USING THE WEBSITE, YOU AGREE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THESE TERMS AND CONDITIONS WHETHER OR NOT YOU ARE A REGISTERED USER OF OUR SERVICE.

FIND OUR TERMS AND CONDITIONS HERE.