At Elouria, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we’re here to help.

Returns

We accept return requests within 7 days of receiving your order.

To be eligible for a return, your item must:

Be unused and unworn.
Be in its original packaging.
Include all original accessories.
Be accompanied by proof of purchase or order confirmation.

For hygiene and quality assurance, all returned perfume bottles must remain unopened and unused.

Non-Returnable Items

The following items cannot be returned:

Opened or used perfumes.
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 is 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 you still have not received your refund after these steps, please contact our support team.

Exchanges

We only replace items that are:

Damaged during shipping
Defective
Incorrectly delivered

If you need 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 or defective.

Gifts

If your 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 item was delivered.
The product arrived damaged.
The item is defective.

We recommend using a trackable shipping service for valuable items, 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 through our Contact Us page or email us at:

Email: support@elouria.shop