For any quality concerns, please speak to a staff member within 7 (seven) days of your purchase. Our team will guide you through the necessary steps to resolve your complaint.
Please ensure that you provide the contacted staff member with the following details:
Invoice number
Product highlighted for the quality issue
Confirmation of whether you are a Member of What The Elf, along with your card number
Details of your request
Images or videos supporting the complaint, along with an image of the back label of the product where batch details are clearly visible
In the event a quality issue is highlighted, our team will first connect you with a customer support executive. Based on the nature of the complaint and the executive’s assessment, the customer support team may request the product to be sent back to our factory for quality evaluation.
The quality report will be available within 7 (seven) working days from the date of receipt of the product for quality inspection.
All products sent for inspection must be physically accompanied during reverse pick-up by the original receipt and a document containing the following information:
Address of dispatch
Name and address of the customer
Invoice number
Contents of the package
Please also email the above-mentioned documents and share images of the reverse pick-up consignment (inside and outside packaging) with the staff member you are in contact with.
If the product successfully passes the quality check and matches the reported complaint, the return or exchange process will be initiated within 7 (seven) days of the consignment being received by the quality inspection team.
The complete quality inspection process, from reverse pick-up to final resolution, may take a minimum of 3 (three) weeks. Products returned for quality assessment must include the original receipt.
Exchange requests due to personal preference, dislike of fragrance, or dislike of colour that cannot be substantiated by proof of a quality defect are not applicable.
No cash refunds are permitted.
