Refund & Replacement Policy
You may avail of our one-time (per order) replacement program** for purchases made on www.us.ellanacosmetics.com.
Reach out to our Customer Service here and provide us with your order number, waybill/proof of purchase, and an image of the product you wish to replace and why. Please contact us within 7 days of receiving your items.
Acceptable return/replacement reasons include:
- Defective/faulty product.
- Damaged product.
- Shade mismatch is only applicable to FULL SIZE FOUNDATIONS including Loose Mineral Foundation, Loose Mineral Concealer Powder, and Cream to Powder Concealer-Foundation.
- If your foundation shade does not match, send us selfie with the product swatched on your jawline to show the shade difference. This will help us match you to your proper shade and send you the perfect foundation.
- The following products are not eligible for the shade replacement program:
- Travel Size Loose Mineral Foundation
- Concealer Size Loose Mineral Concealer Powder
- All Primers
- All Setting Sprays
- All Setting Powders
- All Lip and cheek color products (Lip in Luxe, Lip and Cheek Gel, Lip Drunk Blush, Multipurpose Color Cream)
- Loose Multipurpose Pigments
- Life-proof Brow Gel
- ...and any other color cosmetics.
Refunds for other reasons other than product defects or shipping damage are processed only after approval by the Head of Ecommerce. Processing may take up to 7 to 15 working days, or longer on holidays.