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Store Policies

Here at Ellana Cosmetics, we would like to provide all our customers the very best customer experience. Contained here are our store policies.

 

PREPARING YOUR ORDER

Orders are processed from Mondays to Fridays only. Please allow 1 up to 3 business days for order processing. For changes in your order details, you may request assistance from our team at USsupport@ellanacosmetics.com up to 1 hour after order placement.

 

SHIPPING COSTS

Shipping costs vary depending on your shipping address and the items (quantity) that you order. Add items to your cart, fill in your address, and proceed to the checkout page to see your actual shipping cost.


DELIVERY TIME FRAME

After your order is turned over to the courier, delivery to your address will take about 3 to 10 days. It may take longer than usual for certain locations.

You will receive notifications via email for your:

  • order confirmation - after placing your order,
  • order processed update, and
  • shipment update (with the tracking details, updated 1-3 days after your package is turned over to the courier)
     

CUSTOMS INFORMATION

When a package is shipped internationally, it may be subject to import duties and/or taxes which are applied once it reaches the destination country. To avoid any difficulties, please check with your Customs Department (or your local DHL courier) for possible additional charges.

 

AVAILING OF PROMO & DISCOUNT CODES

Discount codes are valid for one (1) use per customer and are applicable to regular-priced items unless otherwise specified. Only one discount code may be used in one transaction.

Discount codes may require a minimum purchase amount. To confirm, please check the marketing materials for the promotion.

Ellana Cosmetics reserves the right to hold and void orders suspected of fraud. The customer will be contacted in such instances.


DAMAGED ITEMS

Upon receiving your order, please inspect the package for any damage that may have occurred during transit. It is normal to see some wear on the parcel’s packaging.

If you see any signs of damage on the actual item/s you have ordered, please take photos showing these and send to USsupport@ellanacosmetics.com, along with other relevant order details. Kindly keep the box, packing materials, and items while we go through the review process. 

REPLACEMENT OR REFUND REQUESTS

For any requests for product replacements or refunds, contact our support team at USsupport@ellanacosmetics.com within 7 days of order receipt. Please send your order number and any supporting information/documents available that may be helpful.

The review process may take up to 15 business days. We will provide you with options on the next steps.

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