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At Elouria, customer satisfaction is important to us. If you’re not completely satisfied with your purchase, we’re here to help.
Returns
We accept return requests for perfume products only within 5 days of receiving your order.
To be eligible for a return, your perfume must:
- Be unopened, unused, and in its original condition.
- Be returned in its original packaging.
- Include all original accessories (if applicable).
- Be accompanied by proof of purchase or order confirmation.
For hygiene and quality reasons, opened or used perfumes cannot be returned or refunded.
Non-Returnable Items
The following items are not eligible for return or refund:
- Opened or used perfumes.
- Bags or other fashion accessories that have been used.
- Products with damaged or missing original packaging.
- Clearance or sale items.
- Gift cards.
- Customized or personalized products.
- Products damaged due to customer misuse.
Damaged or Incorrect Orders
If you receive:
- A damaged product
- A defective item
- The wrong product
Please contact us within 48 hours of delivery with:
- Your Order Number
- Photos of the product
- Photos of the packaging
After verification, we will arrange a replacement or refund at no additional cost.
Refunds
Once your returned item has been received and inspected, we will notify you via email regarding the approval or rejection of your refund.
If approved, your refund will be processed to your original payment method within 5–10 business days, depending on your bank or payment provider.
Late or Missing Refunds
If you have not received your refund:
- Check your bank account.
- Contact your payment provider.
- Contact your bank, as processing times may vary.
If your refund is still pending, please contact our customer support team.
Exchanges
We only replace perfumes that are:
- Damaged during shipping.
- Defective.
- Incorrectly delivered.
If you require an exchange, please contact us with your order details and supporting photographs.
Sale Items
Items purchased during promotions, clearance sales, or special discounts are considered final sale and are not eligible for refunds unless they arrive damaged, defective, or incorrect.
Gifts
If your perfume purchase was marked as a gift and shipped directly to you, approved returns may be issued as store credit.
If the order was not marked as a gift, the refund will be processed to the original purchaser.
Return Shipping
Customers are responsible for return shipping costs unless:
- The wrong product was delivered.
- The perfume arrived damaged.
- The perfume is defective.
We recommend using a trackable shipping service, as Elouria cannot guarantee receipt of returned packages.
Order Cancellation
Orders may only be cancelled before they have been processed or shipped.
Once an order has been dispatched, it cannot be cancelled and must follow the return process outlined above.
Contact Us
If you have any questions regarding returns, refunds, or exchanges, please contact our customer support team.
Email: support@elouria.shop
