Contact Us
We are happy to help with product questions, order updates, delivery issues, returns, wholesale enquiries, and website feedback. Reach out using the channels below and our team will respond during business hours.
Customer Care
Best for order numbers, return photos, and detailed product questions. Please include your full name, order ID, and product name so we can investigate quickly.
Phone
Available during business hours for urgent delivery clarifications and order assistance.
Business Hours
Monday – Friday: 9:00AM – 6:00PM
Saturday – Sunday: Closed
Messages received after hours are handled on the next working day.
Office / Business Address
No 1027, Lengkok Perindustrian Bukit Minyak 1,
Kawasan Perindustrian Bukit Minyak,
Simpang Ampat, 14100,
Pulau Pinang, Malaysia.
Please note this is a business address. Product purchases and returns must follow the online order / authorised return process — do not send unsolicited parcels without a return authorisation.
Before You Contact Us
To help us resolve your request in one reply, please prepare:
- Order number and the email used at checkout.
- Product name / colour / quantity concerned.
- Clear photos for damage, defect, or wrong-item claims.
- A short description of what you need (tracking update, replacement, refund, product advice, etc.).
You may also find faster answers in our FAQ, Return & Refund Policy, and Terms & Conditions.
Order & Delivery Support
If your parcel is delayed, first check any tracking link in your shipping notification. Couriers sometimes need an extra business day to update scan events. If tracking has not moved for an extended period, or the status shows an exception, email us with the tracking number and we will follow up with the logistics partner.
For address changes after checkout, contact us immediately. Once a label is printed or the parcel is in transit, changes may not be possible.
Product Advice
Not sure which lunch box capacity, tumbler colour, or storage size fits your needs? Tell us how you plan to use the product (school lunch, office commute, fridge organisation, picnic, etc.) and any constraints such as dishwasher preference or preferred colour palette. We will recommend suitable collections from the current catalogue.
Wholesale & Partnerships
For bulk purchases, retailer collaborations, or corporate gifting enquiries, email esales@elianware.com with “Wholesale” in the subject line. Include estimated quantities, target delivery timeline, and destination so our team can advise availability.
Website Feedback
Spotted a broken link, unclear product description, or checkout issue? We appreciate detailed feedback — include the page URL, device/browser, and screenshots if possible. Your notes help us improve the shopping experience for everyone.
Social Channels
Follow Elianware on the social icons in the site header and footer for product highlights and announcements. For order-specific support, email remains the most reliable channel so we can securely match your purchase records.
Response Expectations
We aim to reply to most emails within one to two business days. During major sales, festive peaks, or courier disruptions, responses may take longer — thank you for your patience. Urgent transit damage claims are prioritised when photos and order numbers are included upfront.