Frequently Asked Questions (FAQs)
1. How do I order your CNY2016 collection?
ONLINE - The collection will launch online at 9 a.m. on Tuesday, 5th January 2016. RETAIL STORE - The collection will launch at The Elly Store at 9 a.m. on Saturday, 9th January 2016. (We will open one hour earlier to ease parking congestion problems in Cluny Court.)
2. Where is your retail store?
#02-31/33, Cluny Court, 501 Bukit Timah Road, Singapore 259760. (Cluny Court is next to the Botanic Gardens MRT station.) Click on this link for information on parking at Cluny Court.
3. I have purchased your CNY2016 collection online. Can I opt for store collection on Saturday 9th January 2016?
Yes you may opt for store collection on Sat 9th January, if you have successfully completed your online purchase before 11.59 pm on Wednesday, 6th January 2016. For all online purchases received after midnight on Wednesday, 6th January 2016, you will be notified via email when your order is ready for collection in-store. We expect to take between 3 - 5 working days to pack your order.
4. I have purchased your CNY2016 collection online and have opted for registered mail / courier delivery. When can I expect to receive my order?
We expect to send out all your orders within 3 - 5 working days from receipt of your order. You will receive a tracking number once the item is in the post or with the courier. Customers in Singapore will usually receive their packages within 3 business days after the package is in the post and international customers can expect to receive their packages within 7 - 10 business days after shipping. Some orders may take longer to reach you during this peak season. If you have selected delivery option "courier service (no specific time slot)", your delivery may arrive the day after it has been picked up by the courier at any time between 9am - 10pm. Please ensure that there is someone available to receive the item. If necessary, you may opt instead for delivery option "courier service (specific time slot)" and choose from 4 specific time slots (9 am - 12 pm, 12 - 3 pm, 3 - 6 pm, and 6 - 9 pm). Please leave a message with the time slot you require at checkout.
5. How do I redeem the free clutch for your launch promotion if I purchase online?
- Add a Ladies Clutch ($29) from the "Other Accessories" category to your shopping cart.
- When you check out, use the discount code ELLYCNY2016 and the clutch will automatically be deducted from your purchase.
- The clutch is free with a minimum purchase of S$200 (excluding the clutch). Only one free clutch per purchase.
6. When does your launch promotion end?
6 pm, Sunday, 10 January 2016 (or while stocks last)
7. How long do I have to complete my online order?
8. Do you allow exchanges once an online order is made?
Yes. Only for full-priced items.
- All exchanges must be made within 14 days of date of purchase and in-store with the item and invoice/receipt/gift receipt. All items must have all their tags on, must not have been used/worn or washed, and generally be in a re-saleable condition.
- Exchanges may be made for any item in-store (i.e. different size of the same item, or another item). Alternatively, you may also opt for store credits which must be used fully within 3 months from the date of issue.
- On the rare occasion that the full-priced item purchased is defective, we will first offer to swop the item for another piece of the same item. If that is unavailable, we will offer a full cash refund to you.
We do not offer exchanges or refunds on any sale/discounted item. Please check all purchases for defects carefully. Please note that if you are buying a sale item as a gift, the recipient will not be permitted to exchange the item.
9. Is fabric the same as the CNY2015 Home collection?
Yes for the 6 Elly-designed fabrics.
10. Is the cutting the same as the CNY2015 Home collection?
- We have altered the measurements of the mandarin-collared shirt and the Emily dress.
- We have a new flare cheongsam design for baby girls and romper for baby boys (available in 3 months, 6 months and 9 months).
- We also have a new mommy's sleeveless blouse (available in S, M and L).
The rest of the measurements have not been altered. Please check all measurements carefully before you make your purchase.
11. Can we try the pieces before we order online?
If you'd like to try the clothing before purchase, we recommend that you drop by our store anytime from 9 a.m. on Saturday 9th January 2016 once the collection is launched. Alternatively, please check the measurements of each item carefully before making your purchase online.
12. Do you have the measurements of the collection? The chest and length measurements have also been uploaded on our website. Just click on the product you are interested in to check the measurements. If you require any other measurement not already provided, it is best to go to the store to try on the outfit.
13. You have not answered my Facebook message / comment / email / call. When can I expect response?
We apologise that during peak season, we are unable to respond to queries regularly or on a timely basis. We will try our best to address all queries which have not been addressed in these FAQs as soon as possible. Please check these FAQs first to see if you can find your answers here! We will continue to update the FAQs regularly as we receive your queries.
14. I haven't been able to purchase an item because it is sold out online. Will it be restocked online?
The item could have been placed in someone else's shopping bag, and will remain reserved for up to 30 minutes. Do refresh your cart and try again later.
15. If I haven't been able to purchase an item because it is sold out online, will I still be able to purchase it in-store?
We have set aside a full set of the collection for the store launch on Sat 9 Jan but pieces are limited so do come early.
16. What sizes are available for your outfits?
- Flare Cheongsam: 3 months, 6 months, 9 months
- Girls' Cheongsam: 1 y, 2 y, 3 y, 4 y, 5 y, 6 y, 8 y, 10 y, 12 y (8Y, 10Y and 12Y only available for ELLY prints)
- Tinkerbell dress: 1 y, 2 y, 3 y, 4 y, 5 y, 6 y
- Emily dress: 1 y, 2 y, 3 y, 4 y, 5 y, 6 y
- Twinkle dress: 9M (Rose Squiggles), 1 y, 2 y, 3 y, 4 y, 5 y
- Sling: One size only
- Baby boy romper: 3 months, 6 months, 9 months
- Mandarin-collared shirt: 1 y, 2 y, 3 y, 4 y, 5 y, 6 y, 7 y
- Mandarin-collared polo shirt: 1 y, 2 y, 3 y, 4 y, 5 y, 6 y, 7 y
- Boys' bermudas: 1 y, 2 y, 3 y, 4 y, 5 y, 6 y, 7 y
- Blouse: Small, Medium, Large
- Clutch: One size only
17. How do we understand your sizing?
If your baby is an average 1 year old, we would recommend you order Size 1 Y if he/ she is between 12 months and 18 months. If he/ she is between 18 months and 24 months, you should order 2-3 Y. This is only an approximate guide. We would recommend that you check the measurements carefully. Our size labels may refer to 1 Y or 1-2 Y.
18. Do you take reservations?
We apologise that we are unable to take reservations for our CNY2016 collection. Please purchase the items directly online or in-store.