Frequently Asked Questions


Do you allow refunds/returns?

All sales are final. We do not offer refunds/exchanges, nor do we allow cancellations or returns. Please keep in mind that colours will appear different on individuals depending on skin tone and lip pigmentation. Items will not be replaced or exchanged for this reason. reserves the right to refuse any returns at any time


How can I reach your Customer Service team and when should I expect a response?

For customer service inquiries only, please email Our Customer Service team is available M-F 9am – 5pm. We do our best to respond to all customers within 48 hours. Response times may be extended during holidays, promotions and immediately following launches/restocks. Inquiries are answered in the order they are received; please do not send multiple emails as this will place you at the end of the queue.

I have not received my order confirmation, did my order go through?

Order confirmation emails may be delayed as a result of high order volume. Please contact our customer service team if you have not received your confirmation email after 24 hours of your purchase.

Can I make changes to my order once it has been placed?

Due to the extremely limited nature of our products, all sales are final. Orders cannot be cancelled, changed or modified once they have been placed. Please ensure all info is correct before submitting your order.

I have received my order and need some additional assistance.

Please contact our Customer Service team at to request replacement for damaged products or report other issues with your order. We will review all issues that are submitted within 14 days of delivery of the package. Requests received after this time frame are no longer eligible for review. Customers must provide photos of any product/order issues along with their packing slip (please ensure stamped initials are visible). Please note that items shipped using a mail forwarding service are not eligible for replacement/exchange/refund of any kind.


Returns Policy

Customer satisfaction is paramount at The Giving Brands Company Pty Ltd and BRIMAG PTE. LTD. If for some reason you are not completely satisfied with your online purchase or it is faulty or damaged, you may return to us within 3 business working days.

Please call +65 9712 4714 for a return authorisation number.

Packages not returned within 3 business working days or without a return authorisation number clearly posted on the outside of the package will be refused.

If you have any queries regarding your delivery, refund or return please contact us by emailing

Cost of Delivery:

Delivery is SG$6.00 to anywhere within Singapore, which is waived if you order products valued over SG$50. The majority of orders will arrive within 3-7 working days. If you do not receive your order within this timeframe, please contact us via the Product Enquiries page.

We do not ship outside Singapore at this point as standard practice, however, if you love our brands, we are happy to send product overseas as a special order. Please contact us at if you are looking to have your order shipped overseas.


How do I find out about upcoming launches and restocks?

New product and restock information will always be posted on the ELLE Makeup official Instagram account @ellemakeupcollection