FAQ
Order Information
How do I know my order has been accepted/confirmed?
Upon a successful payment of order, an order acknowledgement/confirmation email will be sent to the email address as indicated on the order.
If you do not receive the email in your inbox within a few minutes, please check your spam or junk folder; or email to enquiry@otsi.sg for further assistance. Orders received on weekends or public holidays will only be processed on the next working day.
How do I use a promotion code?
A promotion code can only be used within its validity period, for online purchases at ellaziq.com.
To apply, please enter your promotion code at checkout. The price reduction of your promotion code will be reflected in your order summary.
What happens if one of the items I ordered is out of stock?
If any of the items you ordered is temporarily out of stock (OOS), our team will contact you to discuss the possible scenarios/actions:
a) Exchange the OOS item with another available item of the same value or lower than the original item.
b) Wait for restocking of OOS item. Our team member will advise you on the restock status or item availability date. Shipping may or may not be delayed depending on the speed of restocking for the item.
Can I purchase your products overseas?
Yes, depending on your location. Our products are available in Malaysia, Hong Kong, Brunei, Myanmar, Australia and New Zealand, just to name a few.
Please contact us at enquiry@otsi.sg to find your nearest representative.
What payment methods can I use?
We accept credit card payments via Hitpay payment gateway.
E-wallet payment gateway – ShopeePay, Buy now, Pay later by Atome, Direct Bank Transfer and PayNow.
All transactions are encrypted and insured.
What if my promotion code does not work?
Your promotion code may be rejected if:
– You have entered the promotion code incorrectly,
– The promotion code has expired,
– The promotion code is limited to a set quantity of purchases and the limit has already been met, or
– The item ordered is not available for discounts as designated.
If the issue is not resolved, please contact us at enquiry@otsi.sg for assistance.
Can I walk in to purchase?
Currently, our walk-in store is open from Mondays to Friday 9am-5pm(exclude public holidays) for customers who have opted for self-collection purchases directly from our e-store.
Any changes will be updated on the site in due course.
Delivery Information
Can I walk in to purchase?
Currently, our walk-in store is open from Mondays to Friday 9am-5pm(exclude public holidays) for customers who have opted for self-collection purchases directly from our e-store.
Any changes will be updated on the site in due course.
Can you deliver outside of Singapore?
Unfortunately, we are unable to deliver outside of Singapore.
If you are interested to be our overseas distributor, please email enquiry@otsi.sg for discussion.
Returns & Cancellation
Cancellation
No cancellation of orders are allowed upon confirmation. However, we reserve the rights to cancel any orders due to out of stocks, stopped productions or no payment received.
Return
If the item received is incorrect, damaged or defective, please email us at enquiry@otsi.sg with the necessary details for us to investigate into the matter.
Return cases will only be valid if the case has been filed to us within 3 days of receiving the items.
Our team will be in contact with you regarding the outcome of investigation and follow ups, if any.