FAQs
Frequently Asked Questions
How can I place an order?
To place an order, simply browse our website, add your selected items to your cart, and complete checkout using one of the available payment methods shown at checkout.
What payment methods do you accept?
We accept major credit cards and other secure payment methods displayed at checkout. Available payment options may vary depending on your location and the options available through our checkout.
How long does order processing take?
Orders are generally processed within 1–3 business days after payment confirmation.
Orders are not processed on weekends or public holidays.
How long does shipping take?
Our estimated delivery time is:
7–15 business days
Delivery times are estimates and may vary depending on the destination, carrier availability, customs processing, weather conditions, public holidays, or other circumstances outside of our control.
Please note that the estimated delivery time does not include the 1–3 business day order processing period.
How much does shipping cost?
We offer the following standard shipping rates:
Orders over $45 USD: FREE Standard Shipping
Orders under $45 USD: $6.99 USD Standard Shipping
The applicable shipping fee will be displayed at checkout before payment is completed.
How can I track my order?
Once your order has shipped, you will receive a shipping confirmation email containing your tracking information.
Tracking updates may take 24–48 hours to appear after shipment confirmation.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible.
Once an order has entered processing or has been shipped, changes or cancellation may no longer be possible. If the order has already shipped, the applicable return process may apply after delivery.
What if I entered the wrong shipping address?
Customers are responsible for providing accurate and complete shipping information at checkout.
If you notice an incorrect or incomplete shipping address, please contact us as soon as possible at support@eloviau.com.
Once an order has entered processing or has been shipped, we may not be able to change the delivery address.
What is your return policy?
Eligible returns may be requested within 30 days after delivery.
To qualify for a return, the item must be unused and in its original condition, and proof of purchase is required.
Please contact our customer support team before sending any item back. Do not send a return before receiving approval.
Once your return request is approved, we will provide the applicable return address and return instructions.
Who pays for return shipping?
If the item you received is damaged, defective, or incorrect, we will cover the return shipping cost.
For change-of-mind returns, return shipping costs are the customer's responsibility unless your local consumer law provides otherwise.
What if my order arrives damaged, defective, or incorrect?
Please contact our customer support team with your order number, a description of the issue, and clear photos or videos showing the damaged, defective, or incorrect item.
After review and approval, we will provide an appropriate solution, which may include a replacement or refund depending on the situation.
How long does it take to receive a refund?
Once an eligible returned item has been received and inspected, approved refunds are issued to the original payment method within 7–15 business days.
Your bank or payment provider may require additional time to process and display the refunded amount.
How can I contact Eloviau?
You can reach our customer support team at:
Customer Service Hours:
Monday – Friday
9:00 AM – 5:00 PM (EST)
We usually respond within 1–3 business days.