FAQ
Orders & Payment
Q1: How long will it take to process my order?
A: Orders are processed within 1‑3 business days after successful payment confirmation. Processing covers production, packaging and shipment preparation. This time is separate from shipping transit time and excludes customs clearance or carrier‑caused delays. Business days do not include weekends and public holidays.
Q2: Can I cancel my order after placing it?
A: You may cancel your order for a full free refund before items enter production or get shipped. Once the parcel is dispatched from our warehouse, order cancellation will no longer be accepted. If you need to adjust your order, please contact our customer service within 24 hours of placing your order and prior to shipment. We reserve the right to decline requests once warehouse processing has started.
Q3: Why was my order cancelled or quantity reduced?
A: We reserve the right to limit or cancel quantities purchased per person, household or order at our sole discretion. This applies to orders under the same account, credit card, or billing/shipping address, especially orders suspected to be placed by dealers or resellers. We will attempt to notify you via email or phone if changes occur.
Shipping & Delivery
Q4: How long is the estimated delivery time?
A: Estimated transit times apply after order dispatch (excluding 1‑3 business‑day processing time):
- North America: 7‑15 business days
- European Economic Area (EEA): 8‑18 business days
- Southeast Asia: 5‑12 business days
- Other international regions: 10‑25 business days
Delivery estimates are not guaranteed. Delays may result from logistics congestion, customs inspection, extreme weather, carrier disruptions and other circumstances out of our control. Weekends and public holidays are not counted as business days.
Q5: Where do you ship my order from?
A: Orders may be fulfilled from our partner facilities in China, Hong Kong, the United States or other locations, subject to inventory and delivery destination. The fulfilment location will not affect product quality, price or your order‑related rights.
Q6: Do you offer free shipping?
A: Yes. Free standard shipping applies for orders with a subtotal of **US$50.00 and above**. Orders subtotaling US$0.00‑US$49.99 incur a flat standard shipping fee of US$4.99. Final shipping cost will be clearly displayed at checkout before payment.
Q7: Who pays customs duties and import fees for international orders?
A: All import duties, consumption taxes, customs‑clearance fees, brokerage fees and other local administrative charges for cross‑border orders are to be fully borne by customers in compliance with local laws. Elovrin cannot control customs inspection standards, clearance speed, tax rulings or parcel detention. We can provide supporting documents upon request but take no liability for costs or losses caused by customs procedures.
Q8: My tracking shows no updates / My parcel is lost. What should I do?
A: If tracking shows no new updates for 15 consecutive business days, or the logistics carrier formally confirms loss or mis‑delivery, please contact customer support with your order number and tracking proof to open an investigation. After valid confirmation of parcel loss, you may choose either free reshipment of original items or full order refund. Reshipment or refund will not be granted if tracking confirms successful delivery to your provided address, parcels are detained by customs, or loss arises from inaccurate address information you submitted. We can still provide logistics records for your reference.
Q9: Can I modify my shipping address after dispatch?
A: Once an order leaves our warehouse, delivery address, recipient details and logistics method cannot be modified. Please reach customer service within 24 hours after placing your order and before shipment if you need address adjustments.
Q10: What happens if delivery fails due to my incorrect address?
A: Please provide complete, accurate recipient name, address, postal code and phone number at checkout. If parcel return, delivery failure or delay occurs due to invalid or incomplete address information you provided, you will bear all extra costs including redelivery and return‑handling fees. Every dispatched order will receive a valid tracking number to check real‑time delivery status on our website.
Returns & Refunds
Q11: What is your return window?
A: You must submit your return application within 30 calendar days after you receive your parcel. Return service applies to all Elovrin cosmetics and skincare products.
Q12: What are the conditions to return products?
A: For personal change‑of‑mind returns: full‑size main products must remain unopened, unused and unswatched.
Exception: If items have quality defects, arrive damaged, are near expiry, significantly mismatch product descriptions, create safety hazards or trigger skin allergies, returns are accepted even when seals are broken, and we will cover all return shipping fees. Once full‑size seals are broken, products cannot be returned simply because you change your mind. Complimentary trial/sample products can be opened for testing; opening samples will not affect return eligibility for unopened full‑size goods. Returned goods should come with original intact packaging without scratches, stains or damage (except verified quality‑issue cases).
Q13: Are opened liquid makeup, cream skincare, face masks or lip gloss returnable?
A: For hygiene reasons, these categories cannot be returned after opening for personal change‑of‑mind reasons.
Exception: Returns are still accepted for quality defects, arrival damage, near‑expiry status, severe description mismatch or safety / allergy risks, and we cover all return shipping costs.
Q14: Who pays return shipping fees?
- Change‑of‑mind return (customer‑initiated personal reason): Customer covers return shipping cost; only one‑time return shipping fee will apply, no restocking fee for eligible returns.
- Defective, damaged or wrong‑item returns (our error): We cover all return‑related shipping costs.
Q15: How do I submit a return?
- Send an email to service@elovrin.com with your valid purchase order receipt to submit a return request.
- Wait for our customer service reply containing the dedicated return warehouse address. Do NOT send parcels directly to our raw‑material manufacturer.
- Securely repackage goods and ship them to the return address provided by our support team.
Q16: How long will my refund take to process?
A: After we receive and inspect returned goods, we will approve or reject your refund within 3 business days. If approved, funds are issued back to your original payment method. It normally takes 3‑10 business days for funds to arrive, depending on processing speed of your bank, card issuer, PayPal or other payment providers. This countdown starts after refund approval, not from the day we receive your returned package.
Q17: I got refund‑approval notice but still have not received money. What can I do?
- First check your bank account balance.
- Contact your bank or payment platform to verify refund processing progress.
- Email our customer support service@elovrin.com for help tracing your refund record.
Privacy & Account
Q18: What personal information do you collect?
A: We collect contact details, payment‑related financial data, account settings, transaction history, customer‑service communications, device identifiers, IP address and website usage records when you interact with our store. Please review our full Privacy Policy for complete details.
Q19: Do you use cookies? Can I disable cookies?
A: We use essential, analytical and marketing cookies. Essential cookies cannot be disabled as they support basic website functions such as cart and checkout. You can manage or disable cookies via browser settings, though this may impair some site features. We respect Global Privacy Control signals for opt‑out of targeted advertising where required by law.
Q20: What rights do I have over my personal data?
A: Depending on your region, you may have rights including access, correction, deletion, data portability, and opt‑out for targeted advertising. EEA / UK residents hold additional GDPR‑related rights such as withdrawal of consent and objection to data processing. You may exercise rights via our website functions or emailing customer service. We will verify your identity before processing requests.
Q21: Will you sell my personal data?
A: Elovrin will not sell your personal information. Data may be shared with trusted service providers (including Shopify) needed to run the store, fulfil orders and deliver marketing functions, following our Privacy Policy.
Q22: Do you collect data from children?
A: Our website is not intended for minors. We do not knowingly collect personal information from children. If you believe we hold data belonging to a child, please contact us for deletion.
Product & General
Q23: Are product colours shown on the website accurate?
A: We try our best to display product colours accurately, but we cannot guarantee your screen will render colours 100% correctly.
Q24: What if goods are delayed or damaged due to force‑majeure?
A: We take no liability for parcel delay, loss or damage caused by force‑majeure events including natural disasters, war, policy lockdowns and customs‑policy adjustments. Under such circumstances, we will reasonably follow up shipment status and update you where practicable.
Q25: Where can I get further support?
A: Email: service@elovrin.com Phone: 16268425173 Business Hours: Monday‑Friday, 9:00 AM‑5:00 PM Operating entity: Wuhan Xinge Shang Trading Co., Ltd.