Frequently Asked Questions
Product
Do you test on animals?
No, our products are 100% cruelty-free. We never test on animals.
Are your products vegan?
Yes, our formulas are fully vegan, containing no animal-derived ingredients.
Where are your products manufactured?
Our products are made in Korea under strict quality and safety standards
Are they safe to use during pregnancy and breastfeeding?
Yes, our products are safe to use. However, as every skin is unique, we recommend consulting your doctor if you have concerns.
Do your products have any side effects?
Our formulas are designed to be gentle and suitable for sensitive skin. In the rare event that irritation occurs, discontinue use and consult a dermatologist.
Payments & Orders
What payment methods do you accept?
We accept major credit and debit cards (Visa, MasterCard, AMEX), PayPal, and local payment options where available.
Is my payment secure?
Yes. All transactions are processed through encrypted payment gateways. We never store your card details.
What currency are prices shown in?
Orders will be charged in your local currency. Please check before completing payment.
My payment failed, what should I do?
Please try again using another card or payment method. If the issue continues, contact us at hello@elementsofcho.com
Why was I charged twice?
If you received only one order confirmation but were charged twice, we highly recommend reaching out to your bank for assistance. This issue often occurs due to their system error, and they will be able to provide the most accurate support regarding the duplicate charge.
Can I change products in my order after checkout?
No changes can be made once a tracking code has been updated. If you need help before that, please reach out to us at hello@elementsofcho.com as soon as possible.
Shipping & Delivery
Where do you ship?
We ship locally within Singapore and Malaysia, and internationally to selected destinations. See our FAQ for shipping rates and delivery times by country.
International orders: customs, duties, and import VAT
For all international orders (every destination except Singapore and Malaysia), your parcel may be subject to import VAT, customs duties, and/or courier handling fees on arrival. These are not included in your order total and are payable by you directly to customs or the courier, before or upon delivery. We can't predict the exact amount in advance. Check your local customs authority's guidelines if you'd like to know before ordering.
If you decline to pay these charges, the parcel will be returned to us and we'll refund your order value, minus original shipping and any return fees we incur.
Delivery times
Singapore: 2 business days (up to 4 during peak periods)
Malaysia: 5-7 business days (up to 10 during peak periods)
International: 1-3 weeks depending on destination and customs clearance
How long does delivery take?
Singapore: Typically 2 business days. During busy periods (sales, campaigns), it may take up to 4 business days.
Malaysia: Typically 5–7 business days. During busy periods, it may take up to 10 business days.
International Orders: Delivery times vary by country and customs clearance. Most orders arrive within 1–3 weeks, though this may be longer during peak seasons.
How much is shipping?
We offer free standard shipping on all orders within Singapore and Malaysia.
International Orders
Final charges are processed in your local currency and may vary due to foreign exchange (FX) rates.
Shipping fees below are provided as USD estimates for reference only, with the final amount confirmed at checkout.
Asia — free above $60, otherwise $6 (Brunei, Hong Kong, Indonesia, Philippines, Taiwan, Thailand, Cambodia, China, Myanmar, South Korea, Vietnam)
United Kingdom — free above $45, otherwise $5
Europe — free above $100, otherwise $24 (Belgium, France, Germany, Italy, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland)
North America — free above $100, otherwise $32 (United States, Canada)
Australia & New Zealand — free above $100, otherwise $20 (or $10 for orders $60-99)
Saudi Arabia — free above $100, otherwise $20 (or $10 for orders $60-99)
Egypt — free above $100, otherwise $14 (or $7 for orders $60-99)
United Arab Emirates — free above $100, otherwise $14 (or $7 for orders $60-99)
How do I track my order?
Once your order has shipped, you'll receive a shipping confirmation email with your tracking number and a direct link to track your parcel in real time.
How do I track my Malaysia order?
Malaysia orders go through two legs of delivery, each with a different tracking number:
Step 1 — First Mile (Singapore → Malaysia)
Use the tracking number in your shipping confirmation email to track your parcel's journey out of Singapore.
Step 2 — Last Mile (Within Malaysia)
Once your parcel arrives in Malaysia, it is handed over to Pos Malaysia for final delivery. A new tracking number (beginning with LT......SG) will be issued. Track this at https://tracking.pos.com.my/tracking
Please allow 1–2 business days for your Pos Malaysia tracking number to activate after your first-mile tracking shows "Handed over to postal agency."
Please note: As we ship via postal service, your parcel will be delivered to your letterbox or mailbox. Please ensure your mailbox is accessible and has sufficient space to receive your parcel.
Can I change my delivery address after ordering?
Changes can only be made before a tracking code is updated. Once shipping has started, no adjustments are possible. Please contact us as soon as possible at hello@elementsofcho.com
What should I do if my package is delayed or lost?
If your tracking shows delivered but you can’t find the package, please:
- Check with neighbors, family members, or security.
- Contact the courier directly with your tracking code.
- If still unresolved, reach out to us at hello@elementsofcho.com and we’ll assist you.
What happens if the product is out of stock?
The product page will show when items are sold out. You can sign up to be notified when it’s back in stock.
Do you have a physical store?
We’re currently online-only so we can ship directly to you. But if we open a store in the future, we’ll be sure to let our community know first!
Do you allow self-collection?
We don’t offer self-collection at the moment. All orders are delivered straight to your doorstep for convenience.