FAQ

Frequently Asked Questions (FAQ)

Account Information

Yes. An account is required to purchase from Elitah.com.my
You may click “My Account” at the top of the page. Complete the form under “Register” with the information required.

For trouble in signing in, you may contact us at sales@elitah.com.my or call us at +60192249726.

You may click on the “Lost your password?” button. You will receive a link to create a new password via email.

Order

We accept payment via online transfer, debit and credit card, and e-wallets such as Touch ‘n Go, Grab Pay, Maybank QR and Boost.
We aim to get your order to you within 3 working days from the date your order was shipped. For items which we need to source from overseas or our suppliers, 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!
Delivery will be FREE for all orders of which paid price is RM100 and above. For orders amounting to the paid price being less than RM100, a handling fee of RM10 will be charged for deliveries to West Malaysia and RM14 to East Malaysia (Sabah and Sarawak). A handling fee of RM30 will be charged for all orders of which paid price is below RM150 to be delivered to Brunei; orders of which paid price is above RM150 will benefit from our free shipping policy.
Yes. You may contact us at +60192249726 within office hours to arrange for a self-collection.
Office hours
MON-SAT: 9AM – 6PM
SUN: CLOSE
Orders are shipped via J&T, Pgeon, Pos Laju, Lalamove and Grab Express. Our partners are just as dedicated as we are in delivering your products to you as soon as possible.
Once your orders have been picked up by our logistic partners, tracking codes would be available to you.
Once payment has been completed and the order number is generated, any amendment to your order will no longer be possible. We strongly encourage you to review your order before proceeding to check out.
Once payment has been completed and the order number is generated, any amendment to your order will no longer be possible.
You may contact us at sales@elitah.com.my or call us at +60192249726 within 24 hours with your order number, item’s name, and a photo of the incorrect item received. We will investigate as soon as possible. Kindly do not discard the item and its original packaging as it may need to be returned.
Your order may have been sent separately. Therefore kindly check if your item is arriving separately. And if an item is missing, kindly contact us at sales@elitah.com.my or call us at +60192249726 within 24 hours after receiving our order with your order number and the missing item’s name. We will investigate as quickly as we can.

Return, Cancellation, and Refund

For return of an item, you may deliver to the address below. Please note that postage fee will be borne by you and Elitah will not be liable for the postage fee for the return item.

Address:
D-2-51, Block Dahlia, 10 Boulevard Jalan Kenanga, PJU6A, Lebuhraya SPRINT, 47400 Petaling Jaya, Selangor

Cancellation is not possible once payment is completed, and order number is generated. We strongly encourage you to review your order before proceeding to check out.

Elitah offers a 7-days return period upon item received to ensure customer is completely satisfied with the purchase.

For a refund, kindly contact us at sales@elitah.com.my with the email’s subject title as “Request for Refund” and provide your order number, item’s name, and reason for refund. Refunds from returns will only begin processing once we have received the physical return parcel and a quality check is completed to either approve or reject the return requested. Once the processing is completed, the equivalent amount will be credited back to the customer’s bank account. 

Under normal circumstances, a refund will be processed within 7 business days of receipt of the returned product and all information required.    

1. Elitah will provide a refund under the following cases:
  • Did not receive the order
  • Received an incomplete product (missing quantity)
  • Received the wrong product(s) (e.g. different product)
  • Received a product with physical damage (e.g. seal broken)
2. Elitah will ​NOT​ provide a refund in the following cases:- 
  • Respective product has not been sent back to the merchant within 7 business days after the initiation of the refund request.
  • Legal proof-of-purchase or receipts are not provided, or are reasonably believed to have been forged or tampered with.
  • Any product fault or damage has been caused by unauthorized use or modification of the product, including exposure to moisture or entry of foreign bodies (water, oil, sand,  etc.).
  • Damage was caused to the product by external factors out of our control, including fire,  flood, high winds and lightning strike.
  • Change of mind.
3. Returns by courier services or directly deliver to the merchant
  • All items will be inspected on return.
  • All returned items shall be sent in their original condition and packaging.
  • We are not responsible for any items that are returned to us by mistake.
  • We reserve the right to refuse any returns requests.
  • We reserve the right to deny refund if the items/goods do not meet our Refund and Return policy guidelines.