Question 1

Payment methods

Accepted Answer

Payments are processed through secure gateways and valid cards, and your information is encrypted and safe.

Question 2

Shipping cost

Accepted Answer

Shipping costs vary depending on the product weight and destination, and are displayed at checkout.

Question 3

How to track my order?

Accepted Answer

Once your order is processed, you will receive a tracking number. You can track your order using this number on the carrier’s website.

Question 4

Do you ship internationally?

Accepted Answer

Yes, we do ship internationally. The shipping fee may vary depending on your location.

Question 5

I never got my order, what to do?

Accepted Answer

We’re sorry your order hasn’t arrived 😔 Please contact our support team for quick assistance and include your tracking number: support@elleori(dot)comWe’ll get back to you as soon as possible.

Question 6

Can I order without an account?

Accepted Answer

No, an account is required to place and track your orders.

Question 7

How long will it take to receive my order?

Accepted Answer

Delivery usually takes 7–15 business days, depending on the destination country. A tracking number will be provided once your order is processed.

Question 8

How can I place an order?

Accepted Answer

To place an order, select your desired product and add it to the cart. Then enter your details and choose a payment method to complete your order.

Question 9

Can I buy in-store?

Accepted Answer

All purchases are online; in-store shopping is not available.

Question 10

Can I cancel or modify my order?

Accepted Answer

Once the order is confirmed, cancellation or modification is limited. Please contact support in such cases.support@elleori.com

Question 11

Support & Contact

Accepted Answer

If you have any questions or need human support, please contact ussupport@elleori.com

Question 12

How long does delivery take and how much does shipping cost?

Accepted Answer

Shipping PolicyWe ship premium beauty devices and skincare products worldwide with secure, tracked delivery. Here's everything you need to know about our shipping process.Processing TimeOrders are processed and dispatched within 1-3 business days (Monday–Friday, excluding UK public holidays). You'll receive a shipping confirmation email with tracking information once your order ships.Delivery TimesEstimated delivery times from dispatch:United Kingdom: 2-5 business daysEurope (EU): 5-10 business daysUnited States: 7-12 business daysAustralia: 10-15 business daysRest of World: 10-20 business daysPlease note: These are estimates. Actual delivery may vary due to customs clearance, courier delays, or peak shopping periods (e.g., holidays).Shipping CostsShipping costs are calculated at checkout based on your location and order weight. We offer:Free Standard Shipping on orders over £50 / €60 / $70 USDStandard Shipping: £4.99 (UK), €7.99 (EU), $9.99 (US)Express Shipping: Available at checkout for faster deliveryTracking Your OrderOnce shipped, you'll receive a tracking number via email. You can also track your order anytime by visiting our Track Your Order page or contacting our support team.Customs, Duties & TaxesImportant: For orders shipped outside the UK, customers are responsible for any customs duties, import taxes, or VAT charges imposed by their country. These fees are determined by local customs authorities and are not included in our product or shipping prices.We recommend checking with your local customs office for estimated charges before placing an order.Delivery IssuesIf your order is delayed, lost, or damaged in transit:Contact us immediately at support [at] elleori [dot] comProvide your order number and tracking informationWe'll work with the courier to resolve the issue or arrange a replacement/refundUndeliverable PackagesPlease ensure your shipping address is accurate and complete. If a package is returned to us due to an incorrect address, refused delivery, or failed delivery attempts, you'll be responsible for re-shipping costs.Shipping RestrictionsWe currently ship to most countries worldwide. However, some remote locations or regions with import restrictions may not be available. If we cannot ship to your location, we'll notify you before processing your order.Questions About Shipping?Our support team is available Monday–Friday, 9 AM–6 PM GMT. Contact us for assistance.Last updated: December 2025

Question 13

What is your return policy?

Accepted Answer

If the product is defective, wrong, or damaged, you may request a return or exchange within 14 days. The product *must not be opened, used, or damaged* and should be *sealed and in original condition*. - Supplier error: replacement or reshipping costs are covered by the supplier. - Customer misuse: the store reserves the right to refuse the return. Please contact support before returningmailto:support@elleori.com

Question 14

Can I exchange an item?

Accepted Answer

Exchanges are only allowed if the product is defective, damaged, or incorrect. The product *must be sealed, unused, and in original condition*. Exchanges based on customer preference or changing color/model are not allowed, and the store reserves the right to decline such requests to minimize misuse. Please contact our support team before taking any action

Question 15

Return and refund policy

Accepted Answer

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us at Contact Information.If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at Contact Information. Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.Exceptions / non-returnable items Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.European Union 14 day cooling off period Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at Contact Information.

Question 16

What is your return and refund policy?

Accepted Answer

We want you to love your ELLEORI products. If you're not completely satisfied, here's how we can help: ✅ Returns accepted within 30 days of delivery. To be eligible for a return: - Items must be unused, in original condition, and in original packaging. - Skincare products (serums, creams) cannot be returned once opened for hygiene reasons. - Beauty devices must be unused and in original packaging. 💰 Refunds: Once we receive and inspect your return, we'll process your refund within 5–7 business days to your original payment method. 🚚 Return shipping: Customers are responsible for return shipping costs unless the item is faulty or incorrect. To start a return, please contact us at Support@elleori(dot)com with your order number and reason for return.

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