FAQs

Frequently Asked Questions

Welcome to Eluravia.

We want your shopping experience to be simple, transparent, and enjoyable. Below you’ll find answers to frequently asked questions about our beauty products, orders, payments, shipping, returns, product use, and customer support.

If you cannot find the answer you need, please contact our Customer Care Team at support@eluravia.com.

ABOUT ELURAVIA

1. What is Eluravia?

Eluravia is an online beauty and personal care store dedicated to offering thoughtfully selected beauty products for customers around the world.

Our goal is to make discovering and shopping for beauty products simple, convenient, and accessible while providing responsive customer support throughout your shopping experience.

2. Who operates Eluravia?

Eluravia is operated by:

Company Name: Shenzhen Ciweitong Trading Co., Ltd.

Company Address:
Room 603, No. 4, Area 6, Shangchuan Village, Community 31, Shangchuan Community, Xin'an Subdistrict, Bao'an District, Shenzhen, China

Customer Service Email:
support@eluravia.com

3. Where can I contact Eluravia?

For questions about products, orders, shipping, returns, refunds, or your account, please email us at:

support@eluravia.com

To help us assist you faster, please include your order number whenever your inquiry relates to an existing order.

PRODUCTS & BEAUTY INFORMATION

4. Where can I find product ingredients?

When ingredient information is available, it can be found on the relevant product page and/or on the product packaging.

Because product formulations may occasionally be updated by manufacturers, we recommend checking the ingredient list printed on the product you receive before use, especially if you have known allergies or sensitivities.

If you have a question about a particular ingredient, please contact support@eluravia.com before placing your order.

5. Are Eluravia products suitable for sensitive skin?

Skin can react differently from person to person, and a product that works well for one customer may not be suitable for another.

If you have sensitive skin, known allergies, or a history of reactions to cosmetics or skincare products, we recommend carefully reviewing the ingredient list and performing a patch test before full application.

If you are unsure whether a product is appropriate for your skin, consult a qualified healthcare or skincare professional.

6. Should I patch test a new beauty product?

Yes. We recommend patch testing a new skincare or cosmetic product before applying it extensively.

Apply a small amount to a limited area of skin and follow the product's instructions. If redness, itching, swelling, burning, or another unexpected reaction occurs, discontinue use.

7. What should I do if I experience irritation or an allergic reaction?

Stop using the product immediately.

If irritation persists, becomes severe, or you experience symptoms of an allergic reaction, seek advice from an appropriate healthcare professional.

For assistance regarding the product or your order, you may also contact us at support@eluravia.com.

8. Can I use your products while pregnant or breastfeeding?

Beauty and skincare needs can vary during pregnancy and breastfeeding.

We recommend reviewing the full ingredient list and consulting your doctor or another qualified healthcare professional before using any product if you are pregnant, breastfeeding, taking medication, or receiving medical treatment.

Eluravia does not provide medical advice.

9. Are your products cruelty-free or vegan?

Product characteristics may vary from one item to another.

Please refer to the individual product description for specific information regarding vegan formulas, cruelty-free status, ingredients, certifications, or other product claims.

If a characteristic is not clearly stated on the product page, please contact us before ordering rather than assuming that it applies.

10. Are all Eluravia products made in the same country?

No. The manufacturing origin may vary depending on the product, brand, manufacturer, or supplier.

Where applicable, country-of-origin information can be found on the product packaging or product information.

Please note that the location of our operating company does not necessarily indicate the manufacturing origin of every product sold on Eluravia.

11. Why does the product I received look slightly different from the website image?

We make reasonable efforts to display product colors, packaging, and appearance accurately.

However, differences can occasionally occur because of:

Screen and display settings
Lighting used in product photography
Packaging updates
Manufacturer design changes
Differences between production batches

Minor packaging differences do not necessarily mean that the product itself is different.

If you believe you received the wrong product, please contact support@eluravia.com and include your order number and clear photos.

12. Why does the color of a makeup product look different in person?

Colors may appear differently depending on your device display, lighting conditions, skin tone, undertone, and application method.

Images and swatches displayed online should therefore be considered a visual reference rather than a guarantee of an exact shade match.

13. How should I store my beauty products?

Unless the product packaging provides different instructions, cosmetics and skincare products should generally be stored in a cool, dry place away from excessive heat, moisture, and direct sunlight.

Always keep products securely closed and follow any storage instructions shown on the packaging.

14. How do I know when a beauty product should be replaced?

Always follow the expiration date, period-after-opening symbol, and storage instructions shown on the product packaging when available.

If a product develops an unusual smell, color, texture, or consistency, discontinue use.

ORDERS

15. Do I need an Eluravia account to place an order?

No. You may place an order as a guest.

Creating an account, however, can make it easier to:

Complete future checkouts
Review order information
View your order history
Receive relevant store updates and promotions if you choose to subscribe

16. How do I know whether my order was successfully placed?

After completing checkout, you should receive an order confirmation at the email address provided during checkout.

Please check your inbox as well as your spam or junk folder.

If you have been charged but cannot find your order confirmation, contact support@eluravia.com and provide the name and email address used to place the order.

17. Can I change my order after placing it?

If you need to change your order, please contact us at support@eluravia.com within 24 hours of placing the order.

We will do our best to accommodate your request.

However, once an order has already been processed, fulfilled, or shipped, we may no longer be able to make changes.

18. Can I change my shipping address after placing an order?

Please contact support@eluravia.com as soon as possible and preferably within 24 hours if you entered an incorrect shipping address.

Address changes cannot be guaranteed once an order has been processed or shipped.

Customers are responsible for carefully reviewing their shipping information before completing checkout.

19. Can I cancel my order?

Please contact us as soon as possible if you wish to cancel an order.

If the order has not yet been processed or fulfilled, we will check whether cancellation is still possible.

Once an order has already been fulfilled or shipped, it generally cannot be cancelled and may instead need to be handled according to our Return & Refund Policy.

20. Why was my order divided into multiple packages?

Some products may be stored or fulfilled from different locations.

As a result, products from the same order may occasionally be shipped separately and arrive at different times.

If this happens, you may receive more than one shipment or tracking update.

PAYMENTS

21. What payment methods does Eluravia accept?

Eluravia currently accepts major credit and debit card payment methods available during checkout, including cards such as:

Visa
Mastercard
American Express
Discover

PayPal may also be available.

The payment methods displayed at checkout are the payment methods currently available for your order and location.

22. Is my payment information secure?

We use secure checkout technology and encrypted connections to help protect information transmitted during payment processing.

Payment information is processed through the payment services available through our ecommerce platform and payment providers.

For your security, never send complete credit card details to us by email.

23. What currency will I be charged in?

The currency displayed to you may depend on the country or region selected on the website.

If your payment card or account uses a different currency, your card issuer or payment provider may perform a currency conversion.

Your bank or payment provider may determine the applicable exchange rate and any related foreign transaction or conversion fees.

24. Why was my payment declined?

Payments may be declined for several reasons, including:

Incorrect card information
Insufficient funds
Billing address verification issues
Security restrictions from your bank
International transaction restrictions

If your payment is declined, please verify your payment information or contact your card issuer or payment provider.

SHIPPING & DELIVERY

25. Where does Eluravia ship?

Eluravia supports international ordering for many countries and regions shown in our website's country/region selector.

Shipping availability may depend on your destination and the products in your cart.

If checkout does not allow delivery to your location, please contact us for assistance.

26. How long does it take to process my order?

Orders are generally submitted for processing and dispatch within approximately 72 hours after the order is placed and payment is successfully received.

Processing may include:

Payment verification
Order verification
Product preparation
Quality checks
Packing

Processing time is separate from shipping time.

27. How long does delivery take?

Estimated standard delivery times are:

United States & Canada: approximately 2–4 weeks

Australia & New Zealand: approximately 2–4 weeks

United Kingdom & Europe: approximately 2–4 weeks

Other countries and regions: approximately 2–5 weeks

These timeframes are estimates rather than guaranteed delivery dates.

Actual delivery time may vary depending on destination, carrier operations, customs clearance, local postal services, holidays, weather, peak shopping periods, and other circumstances outside our reasonable control.

28. How can I track my order?

Once tracking information becomes available, we will normally send it to the email address associated with your order.

Tracking information may take several days, and in some cases up to approximately one week, to begin displaying meaningful updates after shipment.

Please do not be concerned if a newly issued tracking number does not immediately show movement.

29. Why has my tracking information stopped updating?

International packages may occasionally go several days without a new tracking scan.

This can happen while the package is:

Moving between logistics facilities
In international transit
Undergoing customs processing
Being transferred to a local delivery carrier

If your package appears to be significantly delayed beyond the expected delivery timeframe, contact support@eluravia.com with your order number.

30. Will customs delay my shipment?

International shipments may be subject to customs procedures in the destination country or region.

Customs clearance times are determined by local authorities and may extend the estimated delivery timeframe.

Eluravia does not control customs processing times.

31. Will I have to pay customs duties or taxes?

Import requirements, taxes, duties, and customs procedures vary by destination.

Where applicable, additional charges may be determined by your country's or region's authorities or delivery providers.

Customers should review applicable local import requirements when ordering internationally.

32. What happens if my package is lost in transit?

If tracking information suggests that your shipment may have been lost, please contact support@eluravia.com.

Include:

Your order number
Your full name
Your tracking number
A brief description of the issue

We will review the shipment information and advise you of the available next steps.

RETURNS & REFUNDS

33. What is Eluravia's return policy?

If you are not satisfied with an eligible purchase, you may request a return within 30 days of receiving your order.

Please contact support@eluravia.com before sending anything back.

Include your order number and the product you would like to return. Our Customer Care Team will provide the applicable return instructions.

Original shipping charges are generally not refundable.

Return conditions may differ during certain promotional periods, so please review the terms associated with the relevant promotion before purchasing.

34. Can I return a beauty product that has been opened or used?

Because return eligibility may depend on the product and circumstances, please contact support@eluravia.com before returning an opened or used beauty product.

Please provide your order number, the product concerned, and the reason for your return.

Our Customer Care Team will review the request according to the applicable Return & Refund Policy.

35. How do I start a return?

Please email:

support@eluravia.com

Include:

Your order number
The item you wish to return
The reason for your return
Photos if the item is damaged, defective, incorrect, or otherwise affected

Please wait for return instructions before shipping the product back.

Sending a product to an address without authorization may delay the return process.

36. What should I do if my item arrives damaged?

Please email support@eluravia.com within 14 days of receiving your order.

Use the subject line:

DAMAGED

Please include:

Your order number
Clear photographs of the damaged item
Photos of the packaging if relevant
A brief explanation of the issue

We will review the information and advise you of the next steps.

37. What should I do if I receive the wrong product?

Please provide your order number and clear photos showing the item received.

Do not dispose of the product or its packaging until our Customer Care Team has reviewed your case.

38. What should I do if something is missing from my order?

First, check whether your order was divided into multiple shipments.

If all packages have arrived and an item is still missing, please email:

support@eluravia.com

Use the subject line:

MISSING ITEM

Please include your order number and identify the missing product.

39. When will I receive my refund?

Once an approved return has been received and reviewed, any applicable refund will be processed according to our Return & Refund Policy.

After a refund has been issued, additional processing time may be required before the funds appear in your original payment account. This processing period depends on your bank, card issuer, or payment provider.

40. Can my refund be sent to a different payment method?

Refunds are generally issued to the original payment method used for the purchase whenever possible.

For security reasons, we generally cannot redirect a refund to an unrelated card, bank account, or payment account.

SUBSCRIPTIONS & PRE-ORDERS

41. Does Eluravia offer subscriptions?

Certain products may occasionally be offered as subscription purchases.

When a subscription is available, the applicable frequency, billing arrangement, and subscription terms will be shown during the purchasing process.

Subscription payments may renew according to the option selected unless the subscription is cancelled.

42. How do I manage or cancel a subscription?

If you purchase a subscription product, your order or subscription confirmation should provide access to the applicable subscription management options.

You can use those options to manage or cancel your subscription.

If you need help, contact support@eluravia.com.

43. What is a pre-order?

A pre-order allows you to order a product that is not yet available for immediate fulfillment.

Where a product is offered for pre-order, the relevant information will be displayed before purchase.

A pre-order that has not yet been fulfilled may be eligible for cancellation. Once it has been fulfilled, the normal return and refund rules may apply.

PROMOTIONS & EMAILS

44. How can I receive Eluravia promotions and product updates?

You can subscribe to the Eluravia email list through our website to receive information about new arrivals, special offers, promotions, and store updates.

You can unsubscribe from marketing communications using the unsubscribe option included in applicable promotional emails.

45. Why isn't my discount or promotion working?

Promotions may have specific eligibility requirements, expiration dates, product exclusions, or other conditions.

Please review the terms of the promotion carefully.

If you believe an eligible promotion is not being applied correctly, contact support@eluravia.com before completing your order whenever possible.

STILL NEED HELP?

We're happy to assist you.

Eluravia Customer Care
Email: support@eluravia.com

Operated by:
Shenzhen Ciweitong Trading Co., Ltd.

Company Address:
Room 603, No. 4, Area 6, Shangchuan Village, Community 31, Shangchuan Community, Xin'an Subdistrict, Bao'an District, Shenzhen, China

When contacting us about an existing order, please include your order number so that we can assist you more efficiently.