Frequent Asked Questions (FAQ)

FREQUENT ASKED QUESTIONS.

GENERAL ENQUIRIES :

How do I place an order?

So, you would like to make your first order with ELLE ZADA? Here’s how:

1. Click on the “COLLECTIONS” button.

2. Select the category of the collection (Shawl, Jubah, etc.)

3. Select the picture of desired collections you want to buy, and the detail of the collection will be displayed on the page.

4. Select the size (if necessary) and click on the “GET THIS” button.

5. You will reach your cart. And if you would like to purchase more, just click “continue shopping” and repeat step 2

6. To cancel the order, simply click on the “X” button situated next to the price display in the cart.

7. Fill in the special instruction box (If necessary. Eg: “Put the balance of RM1.00 in my parcel.”, “Donate the balance into any charity.”).
8. Click on the “CHECKOUT” button to proceed.
9. Fill in the detail form. If there is a discount code provided, key it in the discount box and click on the “APPLY” button.
   
   
10. Click on the continue button.

    11.Click on the “COMPLETE ORDER” button.

   12. You are done! The method of payment is stated in the confirmation page. The confirmation e-mail will be sent to you.

How can I be notified of the latest discounts and promotions?

The best and fastest way to receive the latest updates from us is to subscribe to our newsletter! New to ELLE ZADA? Be a member of Elle Zada Executive Club (EZEC) with purchase of RM400 and above in a single receipt at the boutique. Or even better, join our Premium Representative of Elle Zada (PREZ) programme. Your newsletter will be sent straight to your preferred email address!

You can also keep updated on our promotions via our Social Media latest news on our Facebook page (see HERE) and Instagram (see HERE) - get down to shopping while you're on the go!

*Terms and conditions apply, as indicated on the newsletter.

What is newsletter and why should I subscribe to it?

Newsletters are usually used to keep you up to date with exclusive and exciting deals, the latest collections, product highlights and useful tips for you!

Stay updated and learn about new collections, offers and offered at Elle Zada. You'll be the first to find out about discount promotions and special offers before anyone else does! Isn’t it cool?!

Can I still change my address, or cancel my order, after the order is confirmed?

Sure, no problem! If you realised an error in your order or changed your mind shortly after placing your order, do contact us at 03-41316944 (Monday to Sunday, 10 a.m. – 6 p.m.) and we will try to modify your order accordingly.

If more than 24 hours have passed, chances are good that your order is ready to be shipped! In either case, please give us a call for further assistance as soon as possible.

What is your shipping policy?

At ELLE ZADA, we aim to deliver your order to you within 1 to 3, 3 to 5 or 5 to 10 working days, from the day you receive the Confirmation of Payment e-mail notification. Posting days are Monday to Friday. The postage time estimate depends on the availability of the items at the warehouse, our Third Party Logistic schedules and routing, as well as traffic and weather conditions.

We offer worldwide postage. Kindly take note that for INTERNATIONAL POSTAGE, the charge of the postage will be charged based on the weight of the product, and the end destination.

I have received an incorrect/missing/defective item in my order. What should I do now?

Oops, we are very sorry and we would like to make it up to you! Please drop us a mail at order.ellezada@gmail.com with the following details:

1. Your order number
2. The matter of the issue e.g. incorrect/missing/defective item
3. Pictures, if applicable

SHIPPING AND DELIVERY.

What is the delivery lead time like for my order?

We aim to get your order to you within 3 working days from the date your order was shipped (Monday to Friday). For items which we need to source from tailoring house or pre-order items the delivery lead time ranges from 7-14 working days. On a daily basis, our friendly courier partners strive to make deliveries happen between 12pm - 6pm, so do look out for them!

My order is not here yet. What should I do?

Our aim is to have your items shipped to you as fast as possible. If your items still have not arrived, do not worry! Please allow at least 1 - 14 business days for your order to arrive depending on the given estimated delivery time on your product. If you have made order more than 1, you may receive your purchases at different times.

If you have any concerns, please do not hesitate to contact us at order.ellezada@gmail.com or call us at 03-41316944 from 10 a.m. to 6 p.m. daily, 7 days a week.

Who are our logistic partners?

Orders are shipped via Poslaju. Our partners are just as dedicated as we are in delivering your ELLE ZADA products to you as soon as possible.

Want to track your orders?

Tracking number will be given upon request. Once your orders have been picked up by our logistic partners, tracking codes would be available and you can then track the delivery status of your orders via the links below:

http://www.poslaju.com.my/track-trace/

How else do I check up on the status of my order?

We are contactable using the following avenues:

• Call us at 03-41316944 from 10 a.m. till 6 p.m. daily, 7 days a week.
• Live chat with us at www.ellezada.com !
• Or email us at order.ellezada@gmail.com

What if I place my order after 12:00 p.m.?

Your Parcel will be posted on the next working day (Monday to Friday).

Returns and refunds.

1. Item purchased is non-refundable.

2. Item entitle for return policy must follow these guidelines:

• Never worn* and never washed.
• Original receipt is required
• In case of defect, item may be exchanged with goods of similar value.
• Item still attached with official ELLE ZADA tagging.
• MUST BE WITHIN 7 DAYS FROM THE DATE OF PURCHASED / DELIVERY.

*Articles worn purely to see whether they fit are not considered worn. All items must be returned
  in their original condition as mentioned above.

3. For item purchased online, fill in the RETURN FORM and put it inside the parcel to be sent back to ELLE ZADA. The RETURN FORM will be e-mailed to you upon communication with order.ellezada@gmail.com

EXCHANGES.

• Only exchanges request of either size or colour can be accommodated for online purchase.
• Exchanges are subject to stock availability upon receiving your returned item.

Once we have received your item and your exchange request, we will proceed to pack and dispatch the new exchange order. You will be notified via email once your exchange order is confirmed and shipped out respectively.

However, please take care to return your original items to us within 5 days from the day the new exchange order is made. If the original items are not received and returned to ELLE ZADA within the stipulated time frame, your exchange order will be released.

Will I be charged for exchanges?

We are happy to share that exchanges are free for customers when we sent the incorrect item to you! But... we are sorry for orders with the CHANGE OF MIND you will be charged for the postage to and fro.

What forms of payment methods do you offer?

At ELLE ZADA, you can easily make payment via the following methods:

Please make the bank deposit or online transfer to either the bank account below:

1. CIMB : 8602377445 (ELLE ZADA)

Please send the payment notification in the form of:

1. Print Screen of transaction or,
2. Picture of receipt to: order.ellezada@gmail.com

After placing your order, you have 24 hours to make payment and upload your Bank Transfer slip details to avoid your order being cancelled.

If you have access to online banking (CIMB Clicks, Maybank2U), we strongly recommend using Online Banking (Direct Debit) for instant payment and processing. If necessary, do use the interbank transfer features on your selected Bank.

How will I know that my payment went through successfully?

All successful transactions will receive a confirmation e-mail from order.ellezada@gmail.com. If you have not received confirmation via e-mail, please contact us to confirm the placement of your order.

I've made a bank transfer and I still haven't gotten my confirmation email?

You should receive your confirmation email within 2 working days from making the payment & sending in the payment slip to order.ellezada@gmail.com. If you've not received the email, please call us at 03-41316944 from 10 a.m. to 6 p.m., 7 days a week.

SIZE GUIDE.

For more information on clothing sizing information to help you with your purchase, just click on the picture of the collection that you would like to buy. The size chart for the specific collection will be shown accordingly.

PREMIUM REPRESENTATIVE OF ELLE ZADA (PREZ).

 We want individuals like you to be part of our PREZ programme.

As a brand representative of ELLE ZADA you will earn a fantastic 10% commissions with every successful sale referred.

Find out how to be a PREZ here.

How many times can I use the PREZ code?
PREZ codes are applicable for the respective month the code was given.

Is there a minimum spending amount? 
There is no minimum spend.

Is the PREZ code applicable on all items? 
PREZ code is not valid on other products besides ELLE ZADA’s collections.

Can the coupon code be used on discounted items? 
Yes, PREZ code is applicable on discounted items except during flash sale.

When can I redeem my commitment fee? 
Commitment fee can be redeemed after a minimum sale of RM2000 is accumulated under your name. Successful payouts via Maybank2u or CIMB click will be made within 2 working days.

PRIVACY POLICY.

PERSONAL DATA NOTICE

In compliance with the Personal Data Protection Act 2010 and its regulations, this notice is issued to all our valued customers and/or prospective customers. This Notice will inform you of your rights with regards to your personal data that has been and/or will be, collected and processed by us.

• COLLECTION AND PROCESSING OF PERSONAL DATA

We have collected and will collect your personal data to be processed by us and/or on your behalf in the course of your present or future dealings with ELLE ZADA ("we", "our", "us", or "Company"). Your personal data enables us to achieve the Purposes stated herein.

• DESCRIPTION OF PERSONAL DATA

The personal data that you will provide may include but not limited to your name, age, identity card number or passport number, address of correspondence, including office address, gender, date of birth, contact information, e-mail address, mobile number, house number, and office number.

• PURPOSE

The collection and processing of personal data includes but not limited to the following purposes:

• To deliver the products you have purchased from ELLE ZADA
• To update you on the delivery of the product and for our customer support purposes
• To provide you with relevant product information
• To process your orders and to provide you with services and information offered through our website and which you request
• Further, we will use the information you provide to administer your account with us; verify and carry out financial transactions in relation to payments you make online; audit the downloading of data from our website; improve the layout and/or content of the pages of our website and customize them for users identify visitors on our website; carry out research on our users' demographics; send you information we think you may find useful or which you have requested from us, including information about our products and services, provided you have indicated that you have not objected to being contacted for these purposes
• Customer relationship management procedures whichever we deem necessary and fit;
• Client profiling activities in connection with our services and products;
• Communication with you and delivery of information by e-mail, telecommunication means, including telephone calls or text messages or social media about products and services offered by Class Of Third Parties under the clauses herein;
• customer loyalty programmes; and
• Such other purposes provided for in our particular services or products offered by us;

• Internal Records & External (Marketing)
• Legal Compliance
• SOURCES

• Marketing of our products/ services to you whether present or future;
• For purposes relating to any of the above, including but not limited to research, benchmarking and statistical analysis;
• Internal record keeping;

• Prevention, hindrance, reporting of any crime including but not limited to fraud, bribery and money laundering;
• Compliance to any legal or regulatory requirements relating to the provision of our services/ products and to make disclosure under the requirements of any applicable law, regulation, direction, court order, order, by-law, guideline, circular, code applicable to us or any associated, subsidiary, related companies of our group.

The sources that we may obtain your personal data includes but not limited to booking forms, registration forms, online forms, agreements you have signed, name cards or any identity materials that you have distributed voluntarily; and business directory(ies) or listing(s) that you have subscribed to share your information, etc.

• CLASS OF THIRD PARTIES

ELLE ZADA does not sell, share or trade customer's personal information collected online with third parties. Personal information collected online will only be disclosed within our corporate group and sister companies for internal use only.

We may pass your name and address on to a third party in order to make delivery of the product to you (for example to our courier or supplier).

When you register as a user on ELLE ZADA website, we will also use your personal information to send you marketing and/or promotional materials from time to time. If relevant, we will allow our sister companies to send relevant marketing materials to you. You can unsubscribe from marketing information at any time by using the unsubscribe function within the electronic marketing material.

Payments that you make through the Site will be processed by our crew. You must only submit to us or our crew or the Site information which is accurate and not misleading and you must keep it up to date and inform us of changes.

Any person to whom we are compelled to or required under law or in response to a local or state or federal authority, industry regulator, enforcement agency, statutory authority, court of laws, tribunal, arbitration centre, commission or council or association legally authorized by law.

• YOUR OBLIGATIONS

It is obligatory for you to supply your personal data to us in the most accurate manner. Failure to supply and consent to the Processing of the Personal Data in relation to the Purpose will:

1. Result in us being unable to provide you (i.e. customers/prospective customers) with the information, notices, services and/or products requested;
2. Result in us becoming unable and/or our selected authorized third parties to send you information by e-mail, telecommunication means (telephone calls and text messages) or via social media concerning related and unrelated products and services offered by us and our affiliated business partners which we consider will or may interest you.

• YOUR RIGHTS
• RIGHT TO REQUEST ACCESS TO PERSONAL DATA

You are entitled to request access to your personal data that is processed by us with reasonable notice.

• CONTACT TO MAKE INQUIRIES AND COMPLAINTS REGARDING PERSONAL DATA

If you intend to exercise your rights in clauses herein to make inquiries or complaints regarding your personal data, our policies, procedures in relation to processing your personal data, you may contact us.