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New Arrivals : Sleepy Hallows & Sacred Garden

Free nationwide shipping for orders above 90MYR

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FAQs

Order Shipping Packaging Material & Care Return & Exchange

Order

WHAT KIND OF PAYMENTMETHODS DO YOU ACCEPT?

All orders are processed in Malaysia ringgit (MYR). The currency converter is a convenient tool for your reference only.

We accept payment through all major credit cards and Malaysian online banking. 

FPX Online Banking : Billplz ( for all Local Malaysian Bank)
Credit Cards : Stripe 
3 Split Payment : Atome (3 easy payments, 0% interest)
Manual Payment : Maybank
B & J Enterprise ( 

At the moment, we are unable to accept debit cards & American Express cards.

Prior to confirming your order, kindly carefully review the total amount and content(s) within your cart. You should receive an email confirmation containing your order number and receipt immediately.

CAN I APPLY TWO OR MORE DISCOUNT CODES IN ONE ORDER?

Our cart can only accommodate one discount code at a time. If you have more than one discount code, they can be applied to separate orders.

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Our cart can only accommodate one discount code at a time. If you have more than one discount code, they can be applied to separate orders.

WHY DID'NT RECEIVE ANY CONFIRMATION EMAIL AFTER THE PAYMENT IS MADE?

The confirmation email might landed in your junk mail/spam. If you are unable to find it, kindly contact us at support@barnandjones.com with you order details, eg: email/order items.

ARE ALL YOUR ITEMS READY STOCK?

Yes, all our candles are ready stock items. Each candles are cured minimum of 7 day(s) or more before being ready for sale.

CAN I CHANGE OR CANCEL MY ORDER?

We are unable to make changes or cancel orders once they’ve been shipped out. If you’ve entered an incorrect shipping address/info, please reach out immediately at support@barnandjones.com / instagram @barnandjones before the order is shipped.

Shipping

WHEN WILL MY ORDER BE SHIPPED?

We will ship out all orders within 1-2 business days once the payment is completed.

WHAT ARE THE SHIPPING FEE AND DELIVERY TIMELINE?
Destination Rates Timeline
West Malaysia

7MYR flat rate shipping.

1-3 business days
East Malaysia

15MYR flat rate shipping.

3-5 business days
Singapore

 

$10SGD/ 30MYR flat rate international shipping.

4-7 business days

FREE SHIPPING FOR ORDERS ABOVE 90MYR (within Malaysia)

*Please make sure you provide the correct address and contact information. Shipping fee is not refundable in the event of wrong information of delivery placed by customers.

WHAT DELIVERY COURIER WILL MY ORDERS BE SHIPPED WITH?

We understand how important it is to receive your orders on time. That's why we work with a reliable courier partner to make sure of that.

All local deliveries will be fulfilled by DHL eCommerce. Except for no service coverage area will be fulfilled by J&T / Pgeon.

International deliveries will be fulfilled by Aramex / Teleport Delivery.

All of our packages are traceable. You will receive a tracking number with the respective delivery courier from us.

HOW CAN I TRACK MY SHIPMENT?

You will receive a shipping notification with tracking number via email within 1-2 business day after you had placed the order. If you didn’t receive the email, kindly check your junk mail/spam, or contact us at hello@el-jo.com.

CAN I CHANGE MY SHIPPING ADDRESS/INFO?

If you need to change your shipping address/info before your order is shipped, please promptly email hello@el-jo.com / DM us at instagram @eljo.studio with your order details and new shipping address.

Please note that we are not able to change the shipping info once they are in transit, in this event please contact the courier company and reference your tracking number for any special delivery requests.

DHL eCommcerce Support
Tracking: https://ecommerceportal.dhl.com/track/
Tel: +603 2779 2300
Email: mysupport@dhl.com
FAQs: https://www.dhl.com/my-en/home/our-divisions/ecommerce/customer-service/consumer-faq.html

J&T Express Support
Tracking: https://www.jtexpress.my/track.php
Tel: 1300-80-9000
FAQs: https://www.jtexpress.my/faq.php

Pgeon Support
Tracking: https://www.pgeon.delivery/track-parcel
Email Contact Form: https://easyparcel.com/my/en/contact-us/

WILL I BE CHARGED DUTIES AND TAXES FOR INTERNATIONAL SHIPPING?

There may be duties and taxes incurred on your shipment that you will be responsible for. Please note that el-jo studio does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.

International customers are responsible for the payment of all duties or taxes imposed by the country for delivery. Failure or refusal to pay these duties could result in the abandonment of your shipment. If your shipment is abandoned kindly note it will not be eligible for a refund.

Packaging

WHAT IS INCLUDED IN MY PACKAGING?

All orders will be packed in our white cardboard box to protect the jewelry during shipment.
Each jewelry will be packed individually in our zip lock bag (to help prevent 925 Silver from tarnish, and avoid scratches between jewelries!)
Silver polishing cloth (if you have purchased any 925 silver items)
Each order comes with a handwritten card with your name on it. <3

Name on card will be written according to the shipping receiver name, please leave us a message if you would like us to write a different name.

CAN I WRITE A PERSONALIZED MESSAGE TO GO WITH MY ORDER?

Yes of course! You are welcome to leave us the message in the checkout notes and we'll be sure to get to it. Or if you want to be sure, DM us on instagram @eljo.studio. We're really active on there. :)

But please keep it around 25 words as it may not look to good being cramped inside your card!

MY ORDER IS A GIFT, WILL YOU INCLUDE A RECEIPT IN THE PACKAGE?

No. All receipts are digital only. You may find them in your email once you've completed purchase. No receipt will be included in your package.

CAN I REQUEST FOR SEPARATE PACKAGING IN ONE ORDER?

We are sorry that we are not able to accommodate two or more packaging boxes in one order at the moment, as there will be increased shipping fees associated.

Please place the orders separately if you would like your items to be packed in two or more packaging boxes. Also, please note that the orders will be shipped separately as per your order summary.

Material & Care

WHAT ARE THE MATERIALS MADE OF?

We seek to provide jewelry that are made to last and suitable for everyday wear! All our jewelries base are made from Premium 925 Silver and 316L Stainless Steel. They are the most suitable materials that meet the needs and requirements as they will never rust and never make your skin green!

All item's descriptions will tell you what each of our pieces is made of. For more details of each material, you may visit our material & care page.

HOW DO I TAKE CARE FOR MY JEWELRY?

Proper caring and maintenance are necessary for any jewellery. Take care of your jewellery and it will shine for years. Each of our pieces are also come with a jewelry care card in the zip lock bag when you purchased, so it will be more convenient for you to follow the instructions :)

For details about take care of your jewelry, you may visit our material & care page.

CAN I WEAR THE JEWELRY PIECE TO SHOWER?

Since all our jewelries are made from 925 Silver and 316L Stainless Steel, so no worries to wear all the silver colour pieces to shower! We know more people wanting something to wear on a regular basis, and we heard you. They won’t rust, so worry free!

As for gold plated items, it is advised to remove it before shower in order to keep the gold plating layer long lasting.

For more details about take care of your jewelry, you may visit our material & care page.

IS YOUR JEWELRY SENSITIVE SKIN FRIENDLY?

All our jewelries base are made from premium 925 Silver and 316L Stainless Steel which won’t rust and won’t make your skin green. Both of these materials are actually hypoallergenic for most people! But do note that our body and skin is constantly adapting so sometimes we may develop new allergies and sensitivities and we can’t 100% guarantee that it won’t be sensitive to your skin as everyone skin type may be different.

Return & Exchange

CAN I RETURN A PRODUCT?

We don’t accept any change of mind return at the moment as currently we are operating in a small scale of business, we hope for your understanding on this matter.

WHAT SHOULD I DO IF I RECEIVE A FAULTY OR WRONG PRODUCT?

We hope you to have a pleasant shopping experience at el-jo studio as we are proud to offer our customers a quality product. We will inspect every item before the order is dispatched to you.

In rare cases, that you’ve received a faulty product or wrong item, please reach out to us within 3 working days of receiving your parcel. Our customer service team will provide a free shipping label and inspect the returned items.

All returns must be unworn and in the same condition that you received it (including all original packaging). We reserve the right to refuse a refund if these conditions aren't met.

WHAT IS THE REFUND/EXCHANGE METHODS?

Only eligible for faulty or wrong product order.

Method 1: Refund of product purchase in form of store credit points.
Method 2: Exchange for the same product.
Method 3: Exchange for product that having the same value or above. For higher value items, you will need to pay for the price differences.

*International orders are not eligible for refund/exchange.

 

Still have questions not answered? Drop us an email at hello@el-jo.com or DM us on instagram @eljo.studio!