Customer Support Center

Welcome to the ELML Customer Support Center. We are fully committed to providing our Singapore and international clients with a completely honest, reliable, and responsive shopping journey. Below you will find direct channels to connect with our dedicated support agents, operational timelines, and instant solutions to frequently asked questions regarding our minimalist borosilicate glass collections.

1. Direct Customer Help Desk

If you require tracking assistance, structural product support, or wish to execute a free return within your 30-day window, please utilize our verified corporate channels for instantaneous routing:

• Primary Support Email: info@elml.shop (Monitored continuously; all emails receive an official response within 24 business hours).
• Direct Telephone Support Line: +61 489 909 871 (Available Monday to Friday, 9:00 AM to 6:00 PM GMT+08:00 Singapore Standard Time).
• Corporate Registered Address: FORMAGRID PTY LTD, Level 6, 241 Commonwealth St, SURRY HILLS, NSW, 2010, Australia.

2. Frequently Asked Support Questions (FAQs)

📦 Shipping and Logistical Delivery

What are the shipping charges for Singapore?
Shipping is  Free for all orders destined for Singapore. There are absolutely no hidden service fees, customs clearance surcharges, or restocking fees charged at checkout.

What are your order handling and transit timelines?
Our handling time is 1 to 3 business days (Monday to Friday), with a standard cut-off time of 5:00 PM SST. Transit time to Singapore requires 7 to 13 business days (Monday to Friday). Your total estimated delivery window is between 8 to 16 business days.

How do I track the movement of my package?
Within 24 to 48 hours of dispatch, an automated shipment tracking number and active carrier link will be sent to your checkout email address, enabling you to check live progress.

🔄 Returns, Exchanges, and Refund Claims

What is your return window policy?
We offer a comprehensive 30-Day Free Return window starting from the exact calendar day your shipment is marked as delivered by the postal carrier.

Are there fees for returning a product?
No. Returns are completely free ($0.00). ELML covers 100% of the return shipping costs by supplying a prepaid return label via email, and we never impose restocking fees.

How long does it take to get my money back?
Once your return package is delivered to our inspection station and approved, the funds are credited back to your original payment method within 10 business days.

💳 Payment Verification and Security

Which payment instruments are accepted?
We accept all major credit/debit networks (Visa, Mastercard, American Express, Discover) along with Apple Pay and Google Pay express pathways.

What currency will my statement reflect?
All prices and invoices are processed strictly in United States Dollars (USD, $). Any local currency conversion is handled independently by your issuing bank.

3. Corporate Accountability Pledge

ELML operates under the strict regulatory oversight of our parent entity, FORMAGRID PTY LTD (ACN: 697 484 594 / ABN: 41 697 484 594), registered with the Australian Securities and Investments Commission (ASIC). We pledge 100% data privacy compliance under the Singapore Personal Data Protection Act (PDPA) and maintain a completely transparent digital supply chain to ensure absolute consumer safety.