Shipping Policy

Last updated: June 2, 2026

This Shipping Policy sets out the terms and conditions governing the dispatch, delivery, and risk of loss for all orders placed through our Services. Please read this policy carefully before completing your purchase.

1. Order Processing

All orders are processed within 1–3 business days of payment confirmation, excluding weekends and public holidays. During peak periods, promotional sales, or periods of high demand, processing may take up to 5 business days.

You will receive an order confirmation email immediately after checkout. A separate shipping confirmation email containing your tracking details will be sent once your order has been dispatched.

2. Shipping Timeframes

Standard Shipping

• Processing time: 1–5 business days
• Transit time: 7–14 business days (varies by destination)
• Estimated total delivery: 8–19 business days from order date

All delivery timeframes are estimates only and are not guaranteed. Eloria® does not guarantee delivery by any specific date. Factors outside our control — including but not limited to carrier delays, weather events, customs processing, public holidays, and local postal disruptions — may extend delivery beyond estimated timeframes. Eloria® accepts no liability for losses arising from delayed delivery.

3. Tracking Your Order

All orders include shipment tracking. Your tracking number will be sent to the email address provided at checkout once your order has been dispatched. Please allow 48–72 hours after receiving your shipping confirmation for tracking information to update in the carrier's system.

Eloria® is not responsible for inaccuracies or delays in tracking information updates provided by third-party carriers.

4. Delivery Attempts & Missed Deliveries

Your package may be delivered by your local postal service or courier and in many cases will arrive with your regular mail. If you are unavailable at the time of delivery, the carrier may:

• Leave the package in a safe location at the delivery address
• Leave a delivery notification card with instructions for collection or redelivery
• Attempt redelivery on a subsequent business day

It is the customer's responsibility to monitor tracking updates and arrange collection or redelivery in a timely manner. Eloria® is not responsible for packages that are held, returned, or disposed of by the carrier due to failed or missed delivery attempts.

5. Undeliverable & Returned Packages

If a package is returned to us due to any of the following reasons, Eloria® is not obligated to reship the order and reserves the right to deduct original shipping costs from any applicable refund:

• Incorrect, incomplete, or undeliverable address provided at checkout
• Recipient unavailability or refusal to accept delivery
• Failure to collect the parcel within the carrier's holding period
• Restricted, inaccessible, or unsafe delivery locations
• Failure to pay applicable customs duties or import fees

If you wish to have a returned package reshipped, you will be responsible for the full cost of reshipping. Eloria® reserves the right to decline reshipping requests entirely.

6. Packages Marked as Delivered

If your tracking information shows your package as Delivered but you have not received it, you must take the following steps before contacting us:

• Check with all members of your household and any safe drop locations on your property
• Check with neighbours or building reception
• Contact the delivery carrier directly to file a missing parcel report
• Allow 48 hours from the marked delivery time, as packages are occasionally marked as delivered prematurely

7. Customs, Duties & Import Regulations

For international orders, your shipment may be subject to customs inspection, import duties, taxes, or additional processing fees upon entry into your country. These charges are entirely the customer's responsibility and are not included in your order total at checkout.

Eloria® has no control over customs procedures and cannot predict customs delays. Customs processing may significantly extend delivery beyond estimated timeframes. Eloria® accepts no liability for delays caused by customs authorities.

It is the customer's sole responsibility to:

• Verify that the ordered products are lawful to import in their country or jurisdiction
• Understand and comply with all applicable local postal, customs, and import regulations
• Pay all applicable import duties, taxes, and fees promptly upon request by customs

Eloria® is not liable for items refused, seized, held, confiscated, or destroyed by customs or government authorities. Orders refused at customs are not eligible for a refund of the product value. Reshipping or replacement of such orders may incur additional charges and is entirely at Eloria®'s discretion.

8. Lost or Damaged Shipments

If your order arrives visibly damaged, you must:

• Photograph the outer packaging and item(s) before fully opening
• Contact us at support@eloriabeauty.shop within 48 hours of delivery
• Include your order number and supporting photographs

Damage claims submitted more than 48 hours after confirmed delivery will not be eligible for replacement or refund.

For packages that appear genuinely lost in transit — defined as no tracking movement for more than 20 business days after dispatch — please contact us and we will investigate with the carrier on your behalf. Eloria® makes no guarantee of outcome in carrier investigations and any resolution is subject to the carrier's findings.

9. Address Accuracy — Customer Responsibility

Customers are solely responsible for ensuring the shipping address entered at checkout is accurate, complete, and capable of receiving mail. Eloria® will dispatch to the address as provided and cannot be held responsible for orders delivered to an incorrect address due to customer error.

If you identify an error in your shipping address after placing your order, you must contact us immediately at support@eloriabeauty.shop. We will make reasonable efforts to correct the address prior to dispatch, but we cannot guarantee amendments once an order has entered processing or fulfilment. Any additional costs incurred due to address corrections after dispatch are the customer's responsibility.

10. Risk of Loss

Risk of loss and title for all products pass to the customer upon handover of the goods to the carrier. Eloria® is not responsible for loss, theft, damage, or non-delivery once goods have been collected by the carrier. Any insurance claims for loss or damage in transit must be made directly with the carrier.

11. Force Majeure

Eloria® shall not be liable for any shipping delays, failures to deliver, or order disruptions caused by circumstances beyond our reasonable control, including but not limited to: natural disasters, pandemics, epidemics, acts of war or terrorism, government actions or restrictions, carrier strikes or industrial action, severe weather events, or infrastructure failures. In such circumstances, Eloria® will use reasonable endeavours to fulfil outstanding orders as soon as practicable.

12. Policy Modifications

Eloria® reserves the right to modify or update this Shipping Policy at any time without prior notice. Changes are effective immediately upon posting to our website. Your continued use of our Services following any modification constitutes your acceptance of the revised policy.

13. Contact Us

For all shipping-related enquiries, please contact our support team: