Returns & refunds
How can I contact Elva Beauty?
Our customer service is available 7 days a week and responds within 24 hours. Email us at: support@elvabeauty.fr.
To expedite processing, please include your order number, first name, last name, and the email address used for the purchase.
Can I return a product?
Yes, you have 14 days from the receipt of your order to make a return. Products must be unopened, unused, and in their original packaging. Returns are not accepted for reasons related to skin sensitivity or personal preferences.
How do I request a return?
Send an email to support@elvabeauty.fr specifying your order number, the email used for the purchase, the product you wish to return, and the reason for the return. We will respond within 12 hours with instructions.
What if my item arrived damaged?
Contact us within 7 days of delivery with a photo or video of the damaged product. Be sure to include your order number, name, and a description of the problem. A replacement will be sent promptly after verification.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer. Please use a shipping method with tracking, as Elva Beauty is not responsible for packages lost during return shipping.
Which products are non-refundable?
Shipping fees, express fees, as well as consumable products such as creams, gels, serums, adhesive patches, or makeup cannot be refunded. If your order includes both a device and consumables, the return will not be accepted if the consumables are opened or used.
How do I return an item?
Once your request is accepted by email, we will send you full instructions for returning the product. Please do not send any item back without our prior agreement. No return label is provided.
When will I receive my refund?
Upon receipt and inspection of the returned product, you will receive an email confirming the approval or rejection of the refund. If approved, the refund will only cover the price of the product (excluding shipping costs or discounts).
I still haven't received my refund, what should I do?
Check your bank account, then contact your bank or credit card company. Processing can take a few business days. If you still don't see anything, contact us at support@elvabeauty.fr.