At EELHOE COSMETICS, customer satisfaction is our priority. We have a 14-day return policy, which means you have 14 days after receiving your order to request a return.
To be eligible for a return, your item must meet the following conditions:
The item must be in the same condition that you received it.
The product must be unused, unopened, and unworn.
The product must include its original packaging, tags, and accessories.
You must provide proof of purchase or receipt.
Due to hygiene and safety reasons, opened or used cosmetic and beauty products cannot be returned or refunded.
To start a return, please contact us at:
Email: contact@eelhoe-cosmetics.com
Before sending any item back, you must receive approval and return instructions from our customer service team.
Returns must be sent to the following address:
EELHOE COSMETICS
101 Rue de Choisy
94400 Vitry-sur-Seine
France
Items returned without prior authorization will not be accepted.
Customers are responsible for all return shipping costs.
The cost of returning the product must be paid directly by the customer. We do not provide prepaid return labels unless the item received is defective, damaged, or incorrect.
Original shipping fees are non-refundable.
We recommend using a tracked shipping service when returning your order, as we are not responsible for lost or damaged return packages during transit.
Please inspect your order upon delivery.
If your item arrives damaged, defective, or if you receive the wrong product, please contact us within 48 hours after receiving your order with:
Your order number
Photos or videos showing the issue
A description of the problem
After reviewing your request, we will determine the appropriate solution and, if applicable, cover the return shipping costs.
For hygiene, safety, and product quality reasons, certain products cannot be returned or refunded.
Non-returnable items include:
Products from the Makeup collection
Products from the Red Light Therapy collection
Opened or used beauty and personal care products
Products that have been used, tested, or removed from their original packaging
Custom or personalized products
Sale items
Gift cards
Hazardous materials, flammable liquids, or gases
If you are unsure whether your product is eligible for a return, please contact us before sending your item back.
We do not offer direct exchanges.
If you wish to receive a different product, the fastest option is to return your eligible item following our return procedure. Once your return has been approved, you may place a new order for the desired product.
If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days after receiving your product, without providing a reason.
The returned product must remain in its original condition, unused, unopened, and in its original packaging.
The customer is responsible for the return shipping costs.
This right does not apply to products that are excluded from returns due to hygiene reasons, including opened or used cosmetic products, Makeup collection products, and Red Light Therapy collection products.
Once we receive your returned item, we will inspect it and notify you whether your refund has been approved or rejected.
If your refund is approved:
The refund will be issued to your original payment method.
Processing may take up to 10 business days.
Additional processing time may be required by your bank or payment provider.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:
For any questions regarding returns, refunds, or your order, please contact our customer support team:
Email: contact@eelhoe-cosmetics.com
EELHOE COSMETICS reserves the right to refuse returns that do not meet the conditions stated in this policy.
