Frequently Asked Questions
How long will it take for my order to arrive?
Orders are typically processed within 1–3 business days and delivered within 3–6 business days, depending on your location in Malaysia. From order placement to final delivery, you can expect your parcel to arrive within 4–9 business days in total. Orders placed after 18:00 (GMT+8) or on weekends and public holidays will be processed on the next business day.
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Do you offer free shipping?
Yes. We believe in keeping your shopping experience simple and transparent.
All orders placed with Ella Gleam qualify for Free Standard Shipping within Malaysia, with no minimum purchase required. There are no additional handling fees, service fees, or hidden charges.
Every parcel is carefully packed and delivered through trusted domestic courier partners to ensure your order arrives safely and on time.
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Can I return or exchange an item if it doesn’t fit?
Absolutely. We accept returns and exchanges for eligible women’s clothing items within 30 days of receiving your order, provided the item is unworn, unwashed, and in its original condition with tags attached. Return shipping is free for approved cases. If the size or colour you requested for exchange is unavailable, we will issue a full refund instead.
How do I start a return or exchange?
Simply contact our support team at info@ellagleam.com within 30 days of delivery. Once your return or exchange request is approved, we will email you a prepaid return label and step-by-step instructions. Please pack your item securely with all original packaging before sending it back.
What payment methods do you accept?
We currently accept payments through PayPal, which allows you to check out securely using your PayPal balance or linked debit/credit card. All transactions are processed in Malaysian Ringgit (MYR). If your PayPal account uses a different currency, your provider may apply its own exchange rate or transaction fee.
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How can I contact customer support?
Our customer service team is available from Monday to Friday, 09:00 to 18:00 (GMT+8). You can reach us by emailing info@ellagleam.com or by using the contact form on our Contact Page. We aim to respond to all inquiries within 48 business hours.