Thank you for choosing ELOURA. Your satisfaction is our priority, and we're here to make sure you feel confident and happy with every purchase. Please review our return policy below.
We stand by our products with a 30-day guarantee. If the products you ordered are defective or not for you, you may return them within 30 days of delivery.
Due to hygiene standards, we’re unable to accept returns of used lashes for resale. However, if you gave them an honest try and they just weren’t right for you, we’re happy to offer store credit, based on the product’s condition.
If your order arrives damaged or defective, we’ll replace the item at no extra cost. Please reach out to us within 30 days of delivery to start the replacement process.
In case an item is missing from your order, we’ll ship it to you right away. Please notify us within 48–72 hours of receiving your package to qualify for a reshipment or refund.
To return your defective product as fast as possible, please follow these steps:
DAMAGE TO THE PRODUCT RESULTING FROM TAMPERING, ACCIDENT, ABUSE, NEGLIGENCE, UNAUTHORIZED REPAIRS OR ALTERATIONS, UNAPPROVED ATTACHMENTS, OR OTHER CAUSES UNRELATED TO PROBLEMS WITH MATERIAL OR WORKMANSHIP IS NOT COVERED.
If 30 days have gone by since your goods were delivered, we can’t offer you a refund or a replacement. Anyway, you are welcome to contact us for an exception. Replacement requests always receive priority handling at ELOURA, subject to availability.
Our lashes are designed to be simple to apply, but we understand that some customers may experience challenges at first. Because application-related issues are not considered product defects, we do not offer refunds for this reason alone.
That said, if you’ve genuinely attempted to apply the product following our instructions and still find it unusable, please reach out. We’ll review the case and, when appropriate, provide a solution tailored to your situation—this may include store credit, a partial refund, or a full refund at our discretion.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Delivery time is not a reason for a refund unless it complies with our shipping guarantee.
Non-returnable items:
Once your return is received and inspected, we will email you to notify you that we have received your returned item. If you are approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.
You can ask for a refund within 30 days of successful delivery. You will receive a refund of the purchase price minus a $3.99 restocking fee per item. The original shipping is not included in the refund.
If you need to make a style change right after placing your order, please contact our support team promptly (within one day of placing the order). As long as the order has not yet been dispatched, it can be edited. If the order has already been dispatched, you will need to wait until the product arrives and then initiate a return process. Return shipping costs are the responsibility of the customer.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company and your bank. If you’ve done all of this and you still have not received your refund, please contact us at eloura@elouranz.com.
If you didn't receive the entire order, please contact us as soon as possible with a picture of what you received and the packaging information visible. We will analyze the situation and send the missing product.
If you want to cancel your order before we fulfill it, we can offer you a refund. In this case, we retain $3.99 USD for operative costs and payment gateway fees (3%) that are charged to us regardless.
To return your product, you should mail your product to the address provided by e-mail after your request is accepted. Shipping costs are non-refundable.
ELOURA utilizes third-party courier services for delivery. Once the package is dispatched from our warehouse, it is in the hands of the shipping company. If the package encounters issues such as loss or theft, the customer must contact the shipping company. ELOURA acts as an intermediary to assist the customer in these instances.
Email us at eloura@elouranz.com and we will process your request within 12-24 hours.