Frequently Asked Questions

Contact Us

Clear your doubts, ask us anything!

Email: [email protected]

What are your processing / shipping times?

Please note that the processing time varies depending on your chosen payment method and processing time by each Provider. In general, it takes approximately one (1) to three (3) days for clearance.

Some of our items are high in demand and may need to be pre-ordered, however this will be indicated in the product page itself.

How long will it take to get my order?

Expected shipping dates varies according to product availability and your location. We dispatch all our orders via DHL local post and it shall take approximately 1 to 3 working days within Peninsular Malaysia and 3 to 7 working days to East Malaysia.

How do I check the status of my order?

We know patience is hard when it comes to skincare.  Once your order is shipped, you will be notified via email with tracking information to keep an eye on its activity as it makes its way to you.

While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred.  This can be a result caused by the carrier that we have no control over or by any event which is out of our reasonable control or foresight. This includes but is not limited to any delay caused by an incorrect delivery address being provided to us. If you do face any issues, please email us at [email protected] and we will endeavour to assist you.

What is your shipping policy?

We offer local registered DHL post. We do not ship to P.O.Boxes addresses. Please provide correct address at checkout as we will not be held responsible for incorrect addresses. An additional surcharge may apply to some items due to their size and/or weight and zones. The surcharge, if applicable, will be noted on the product description page and the shipping subtotal of your order. We take extra effort to carefully pack and secure all items and send them with a tracking number for your tracking convenience. For more information, please visit the designated DHL website.

What about duties & taxes?

International: Your orders may be subject to duties and taxes, and customers are responsible for these fees. Please note that Elemental Pick does not have any control over the duties and taxes imposed. We cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office.

Terms and Conditions & Return Policy

As we carefully pack each piece, if an item is received broken due to our fault, we will gladly replace the product for you. We do hope that this never happens, please email us with details for any defects within 2 (two) days of receiving the items. We will assess and revert accordingly. We do not accept returns or exchanges for used products. All other products are available for e-store credits only with the following conditions.

• The item must be in original condition, unused and returned in the original box and packaging within 4 (four) days of receiving the item(s)
• Reason(s) for return or exchange and order number must be emailed to us.
• Return delivery chargers, international customs and duties and sales taxes (if any) are not refunded for returned shipments and to be borne by the customer
• The item(s) must be returned to Elemental Pick before the e-store credit can be refunded
• E-store credit can only be used on non-promotional items on our website

Please send all requests to [email protected]

For sale item orders, item(s) purchased and delivered are final and non-refundable.

Interested to join us as an Agent?

Programme Terms and Conditions

TERMS AND CONDITIONS

1. ELEMENTAL PICK PROGRAMME is open to West and East Malaysia region only.
2. Agent must be 18 years old and above to register.
3. Tiered commission of total sales will be given to Agent under this programme.
4. Interested Agent  can contact us at [email protected].
5. Elemental Pick is responsible for basic marketing materials only. Agent may come up with own content (Elemental Pick’s approval is required) to create more engagement.
6. Agent is allowed to sell all Elemental Pick’s products that are listed on the website (www.elementalpick.com) at the shown retail price only.
7. Elemental Pick has the right to withdraw permission to join selected sale or promotional period i.e 1-hour flash sale, cross-sale between Shopee and Website.
8. Agent may participate in offline pop-ups promotions by messaging Elemental Pick personally.
9. Elemental Pick is responsible to update any new launches, promotions or events.
10. Any changes in retail price or promotional discount will be updated in the WhatsApp group prior of minimum fourteen (14) days.
11. Replication, duplication and counterfeit of Elemental Pick’s products, logo and slogans are strictly NOT allowed.
12. Agent is encouraged to promote online via registered page e.g Instagram.
13. Agent is encouraged to include Elemental Pick in the bio of their own page.
14. All online classes or mentoring programs will be updated from time to time.
15. Elemental Pick will offer additional incentives in terms of monetary values or materials subject to the Agent’s performance.
16. Elemental Pick has the right to change or cancel the incentive without prior notice.
17. Elemental Pick has the right to amend the terms and conditions without prior notice.

HOW IT WORKS

1. Please contact us at [email protected] for more information.

SCOPE OF RESPONSIBILITIES

1. All information obtained by you, whether directly or indirectly, in the course of the contract are to be treated with strictest confidence. Should your services be terminated early whether by you or Elemental Pick, you shall undertake not to divulge such information to any third party accordingly.
2. Information includes but not limited to:

• Commission rates
• Customer details including purchase history
• Conditions in the contract

3. You should always sell at the fixed prices for each product. Any discrepancies or miscalculation will be at your cost.
4. Should it be found that Dropshipper violates any rules, the contract will automatically be terminated without notice.
5. Elemental Pick will take necessary action in the case of a breach of this contract.