FAQ
Welcome to the world of Eloria. Here you'll find answers to the most frequently asked questions. If you can't find what you're looking for, our team is always here to help at info@eloriacosmetiques.com.
Orders
How do I know if my order has been processed?
You will receive a confirmation email a few moments after completing your purchase. Make sure your email address is correct.
Can I change or cancel my order?
If your order hasn't been processed yet, we can make changes or cancel it. Contact us promptly at info@eloriacosmetiques.com with your order number.
Shipping
What are the processing and delivery times?
Our orders are processed within 1 to 3 business days*. Once shipped, delivery times are:
– Canada & United States: 3 to 5 business days (standard)
– International: 5 to 14 business days
These times are estimated and may vary depending on the destination, weather, or customs.
*Pre-order – processing times are 3-7 business days.
What are the shipping costs?
– Standard (Canada & United States): $9.99 CAD
– Express (Canada & United States): $29.99 CAD
– Free shipping on orders of $99 CAD or more.
Where are your products made?
All our products are carefully created in Canada, in our partner lab located in Richmond, British Columbia.
How do I track my order?
As soon as it is shipped, you will receive an email with a tracking link to follow the progress of your package.
Do I have to pay customs fees?
International orders may be subject to customs duties and import taxes. These fees, which vary by country, are the customer's responsibility.
Products & Formulations
Are your products tested on animals?
Never. Eloria is a 100% cruelty-free brand.
Are your products natural?
Our formulas are carefully crafted with ingredients chosen for their effectiveness, gentleness, and safety. Some formulas contain natural ingredients combined with innovative active ingredients.
How do I choose the right shade?
Consult our swatches and guides, or write to us for personalized advice. We will be happy to help you find your perfect glow.
Returns & Refunds
What is your return policy? We accept returns of unopened, unused products in their original packaging.
Deadline: You have 3 days after receipt to report a problem or request a return.
Ineligible products:
– Opened, used, or damaged products
– Gift cards
– Final sale products
Procedure:
Email us at info@eloriacosmetiques.com with:
– Your name
– Your order number
– The product concerned
– The reason for the return
If your request is accepted, we will send you return instructions.
Refund:
Once the product is received and inspected, a refund or exchange will be issued within 5 to 10 business days.
Return shipping:
Return shipping is your responsibility, except in the case of an error on our part (defective product or incorrect shipment).
Offers & Partnerships
Do you offer gift cards?
Coming soon. Subscribe to our newsletter to be the first to know.
How can I become an Eloria muse or ambassador?
Do you share our values and aesthetic? Write to us at info@eloriacosmetiques.com or on Instagram @eloriacosmetiques with an introduction. We love meeting new stars.
Another question?
We're always happy to help. Write to us at info@eloriacosmetiques.com or by private message on Instagram. We'll respond within 24 to 48 hours.
