Shipping policy
Shipping & Delivery
Last Updated: September 17, 2026
Thank you for shopping with Eluravia.
We want your shopping experience to be simple and transparent from the moment you place your order until your package arrives. This Shipping & Delivery Policy explains how orders are processed, estimated delivery times, tracking, customs and duties, address changes, delayed or missing packages, and other important shipping information.
Eluravia is operated by Shenzhen Ciweitong Trading Co., Ltd.
1. Order Processing
Once your order has been successfully placed and payment has been confirmed, our fulfillment team will begin preparing your order.
Standard processing time: 1–3 business days.
Processing may include:
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Order and payment verification
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Inventory confirmation
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Product inspection
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Packaging
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Preparation of shipping documents
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Handover to the shipping carrier
Business days are Monday through Friday, excluding public holidays.
Orders placed on weekends or public holidays will normally begin processing on the next business day.
During major sales, promotional events, product launches, holidays, or periods of unusually high order volume, processing may take slightly longer.
Please note that processing time is separate from shipping/transit time.
2. Estimated Delivery Times
Once your order has been processed and handed over to the carrier, estimated shipping times are generally as follows:
| Destination | Estimated Shipping Time |
|---|---|
| United States | 7–15 business days |
| Canada | 8–18 business days |
| United Kingdom | 7–15 business days |
| European countries | 7–18 business days |
| Australia & New Zealand | 7–18 business days |
| Other supported destinations | 10–25 business days |
These estimates begin after your order has been dispatched, not from the date the order was placed.
For example:
Order Processing Time + Shipping Time = Estimated Total Delivery Time
Delivery estimates are provided for reference and are not guaranteed delivery dates.
Actual delivery times may vary depending on destination, carrier availability, customs clearance, local postal services, weather, holidays, transportation disruptions, remote-area delivery requirements, and other circumstances outside our reasonable control.
3. Where We Ship
Eluravia ships to many countries and regions worldwide.
Shipping availability for your destination will be displayed during checkout. If your country or region cannot be selected at checkout, we may currently be unable to ship to that destination.
Certain beauty products may also be subject to international transportation restrictions.
For example, products containing certain liquids, aerosols, alcohol-based ingredients, batteries, or other carrier-restricted materials may not be eligible for shipping to every destination.
Where a product cannot be shipped to your selected destination, the restriction may be displayed at checkout or our customer support team may contact you after your order is placed.
4. Shipping Costs
Shipping charges, where applicable, are calculated based on factors such as:
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Delivery destination
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Shipping method
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Order weight
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Package size
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Product type
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Available carrier services
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Promotional shipping offers
The applicable shipping charge will be displayed at checkout before you complete your purchase.
From time to time, Eluravia may offer free shipping or promotional shipping rates. Any applicable conditions, minimum purchase requirements, destination restrictions, or promotional periods will be displayed with the relevant offer.
5. Order Confirmation
After successfully placing an order, you should receive an order confirmation email at the email address provided during checkout.
Please review your order confirmation carefully.
In particular, please check:
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Your name
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Shipping address
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Postal or ZIP code
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Phone number
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Email address
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Products ordered
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Product variants, where applicable
If you notice an error, please contact us as soon as possible at:
Please include your order number and the information that needs to be corrected.
6. Changing or Correcting a Shipping Address
If you need to change your shipping address, please contact us within 24 hours of placing your order.
We will make reasonable efforts to update your information before the order is processed.
However, once an order has been packed, fulfilled, or transferred to the shipping carrier, we may no longer be able to change or redirect the shipping address.
Customers are responsible for providing a complete and accurate delivery address at checkout.
Eluravia cannot guarantee replacement or reimbursement for packages that are delayed, returned, lost, or delivered incorrectly because an incomplete or incorrect address was provided by the customer.
If a package is returned to us because of an incorrect or incomplete address, additional shipping charges may apply before the order can be shipped again.
7. Shipping Confirmation & Tracking
Once your order has been shipped, you will normally receive a shipping confirmation email containing available tracking information.
Tracking information may not become active immediately.
In some cases, carriers require approximately 2–5 business days after dispatch before the first tracking update appears in their system.
This does not necessarily mean your package has not been shipped.
You may track your package through the tracking link provided in your shipping confirmation email.
Where supported, orders may also be tracked through third-party international tracking services such as 17TRACK.
Please note that tracking information is provided by the relevant carrier. Updates may occasionally be delayed while a package is moving between logistics facilities or between countries.
8. Multiple Packages / Split Shipments
In some circumstances, items from the same order may be shipped separately.
This may occur when:
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Products are stored at different fulfillment locations
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Different products require different shipping methods
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Certain items become available at different times
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Carrier or destination restrictions require separate packages
If your order is divided into multiple shipments, you may receive more than one tracking number and the packages may arrive on different dates.
You will not be charged an additional shipping fee solely because we decide to split an order into multiple shipments.
If only part of your order has arrived, please check your shipping confirmation and tracking information before contacting customer support, as another package may still be in transit.
9. Customs, Import Duties & Taxes
International orders may be subject to customs inspections, import duties, VAT, sales taxes, handling charges, brokerage fees, or other fees imposed by the destination country or local authorities.
Whether these charges apply depends on the laws and customs regulations of the destination.
Unless specifically stated at checkout that applicable duties or taxes are included in the purchase price, such charges may be collected separately by the carrier, customs authority, or another local authority.
Eluravia does not control charges imposed by foreign customs authorities and cannot always predict their amount.
Customers are responsible for complying with applicable import requirements in their country or region.
If you are unsure whether import duties or taxes may apply to your order, we recommend checking with your local customs authority before placing an order.
10. Customs Clearance Delays
International packages may occasionally be held by customs for inspection or clearance.
Customs processing times are determined by the relevant governmental authorities and are outside Eluravia's direct control.
A customs delay does not necessarily mean that a package has been lost.
In some situations, customs authorities or shipping carriers may contact the recipient to request additional information, identification, payment of duties or taxes, or other documentation before releasing the package.
Customers are responsible for responding to such requests where required.
11. Delayed Packages
Most packages arrive within the estimated delivery window, but delays can occasionally occur.
Possible causes include:
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Customs clearance
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Peak holiday periods
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High carrier volume
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Severe weather
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Local postal delays
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Transportation disruptions
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Remote delivery locations
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Incorrect or incomplete addresses
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Customs or security inspections
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Events outside the carrier's or Eluravia's reasonable control
If your tracking information shows that your package is still moving through the carrier network, we recommend allowing additional time for delivery.
If your package has not arrived and is significantly beyond the estimated delivery period, please contact:
Include:
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Your full name
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Order number
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Shipping address
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Tracking number, if available
Our customer support team will review the available tracking information and assist with the next steps.
12. Tracking Shows "Delivered" but Package Is Missing
If the carrier marks your package as Delivered but you cannot locate it, please first:
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Check around the delivery location, including entrances, porches, mailboxes, reception areas, parcel lockers, and other safe locations.
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Ask household members, neighbors, building reception, or property management whether they accepted the package.
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Check the carrier's tracking page for delivery notes or photographs.
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Allow up to 24–48 hours, as some carriers may occasionally update delivery status shortly before the package is physically delivered.
If you still cannot locate the package, contact the carrier and then email us at:
Please provide your order number and tracking number so that we can assist you.
13. Lost Packages
If tracking information indicates that a package may have been lost in transit, please contact us at:
We may need to open an investigation with the shipping carrier before determining the appropriate resolution.
Carrier investigations can take several business days or longer depending on the shipping provider and destination.
Where a package is confirmed as lost in transit, Eluravia will review the circumstances and, where appropriate, arrange a replacement or refund in accordance with our applicable policies and legal obligations.
14. Damaged Packages
If your order arrives damaged, please contact us as soon as possible.
Email:
Please include:
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Your order number
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A description of the issue
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Clear photographs of the damaged product
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Clear photographs of the outer packaging
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Photographs of the shipping label, where possible
To help us resolve damaged-item claims efficiently, please contact us within 14 days of receiving your order.
Please keep the damaged product and all original packaging until our customer support team has reviewed your claim.
15. Incorrect or Missing Items
If your order arrives with an incorrect product or an item is missing, please contact:
Include your order number, details of the missing or incorrect item, and photographs of the products and packaging you received where applicable.
Please remember that orders may sometimes be shipped in multiple packages. Before reporting an item as missing, please check whether your order includes multiple tracking numbers.
16. Failed Delivery Attempts
Depending on the destination and carrier, one or more delivery attempts may be made.
If delivery cannot be completed, the carrier may:
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Attempt delivery again
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Leave the package at a designated pickup location
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Hold the package at a local facility
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Return the package to the sender
Customers are responsible for monitoring tracking information and collecting packages from local pickup locations where required.
If a package is returned because the recipient failed to collect it, refused delivery, provided an incorrect address, or could not be reached after reasonable delivery attempts, additional shipping charges may apply if reshipment is requested.
Any refund eligibility will be determined in accordance with our Return & Refund Policy and applicable law.
17. Refused Packages
Please do not refuse a delivery as a substitute for following our return process.
If you wish to return an order, please contact support@eluravia.com first and follow the return instructions provided by our customer support team.
Packages refused without authorization may be returned through international logistics channels and may incur additional carrier or handling costs.
We cannot guarantee that unauthorized refused shipments will qualify for a full refund.
18. Return Address
Please do not send returns to our registered business address unless our customer support team specifically instructs you to do so.
Our registered business address is not necessarily the warehouse or facility designated to receive customer returns.
Returns sent to an unauthorized address may be delayed, rejected, lost, or unable to be processed.
To request a return, please contact:
Our customer support team will provide the appropriate return instructions and, where applicable, the correct return address.
For complete information regarding returns and refunds, please refer to our Return & Refund Policy.
19. Restricted or Undeliverable Locations
Some locations may have limited or unavailable shipping services because of carrier restrictions, customs regulations, sanctions, transportation limitations, or other operational circumstances.
These may include certain:
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Remote areas
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Military addresses
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PO boxes
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Overseas territories
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Restricted jurisdictions
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Regions experiencing transportation disruption
Availability will generally be determined during checkout.
If we discover after an order has been placed that we cannot reasonably deliver to the address provided, we may contact you to request an alternative address or cancel and refund the affected order.
20. Beauty Product Shipping Restrictions
Because Eluravia sells beauty and personal-care products, some products may be subject to additional transportation regulations.
Certain carriers or destinations may restrict products containing ingredients or components classified for transportation purposes as liquids, aerosols, alcohol-based products, pressurized containers, batteries, or other regulated materials.
As a result:
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Some products may only be available in selected countries.
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Certain products may require a specific shipping method.
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Some orders may need to be shipped separately.
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Delivery estimates may differ between products.
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An item may occasionally need to be removed from an order if no compliant shipping method is available.
If this affects your order after purchase, our customer support team will contact you.
21. Holiday & Promotional Periods
During major holidays, promotional campaigns, Black Friday, Cyber Monday, seasonal sales, or unusually high order volumes, both processing and carrier transit times may be longer than usual.
We appreciate your patience during these periods.
Shipping estimates shown on our website are estimates rather than guaranteed arrival dates unless we expressly state otherwise.
22. Events Outside Our Reasonable Control
Delivery may occasionally be affected by events outside our reasonable control, including but not limited to:
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Severe weather or natural disasters
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Customs or government actions
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Transportation interruptions
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Carrier network disruptions
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Labor disputes
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Public emergencies
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Border restrictions
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Security inspections
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Changes in international transportation services
Where possible, we will work with our logistics partners and customers to resolve affected shipments.
Nothing in this section limits any rights you may have under applicable consumer protection laws.
23. Questions About Your Shipment
If you have questions about shipping, tracking, delivery, or an existing order, please contact our customer support team.
Customer Support:
support@eluravia.com
When contacting us about an existing order, please include your order number so that we can assist you more efficiently.
24. Company Information
Eluravia is operated by:
Shenzhen Ciweitong Trading Co., Ltd.
Registered / Business Address:
Room 603, No. 4, Area 6, Shangchuan Village, Community 31, Shangchuan Community, Xin'an Subdistrict, Bao'an District, Shenzhen, China
Customer Support Email:
support@eluravia.com
Website:
www.eluravia.com
Please note that the registered business address above is provided for company identification and business correspondence purposes and is not automatically the designated return address.
For product returns, please contact our customer support team before sending any package.