FAQs

Where Do We Ship?

We provide international shipping. However due to certain postal challenges, we are unable to deliver shipments to military areas and certain smaller countries.

How Do We Ship?

We ship orders overseas by mail services. After your order has been processed by our logistics team, it’ll be delivered to our local postage companies and the handling of your order will be fulfilled by the respective carrier companies.

Upon arrival in your selected destination’s country, your order would then be handled by your country's postal service. Please kindly contact your local post when your order arrives in your country.

How Can I Track My Order?

Your orders are tracked via a tracking code.

We will send you the tracking code of your order(s) to the email you used when placing your orders. This email will also guide you on how to track your package. Please note that tracking information will be displayed 2-5 days after you’ve received your email notification purchase.

When Will My Tracking Information Appear?

You should notice tracking event updates within 48-72 hours after you have received your tracking code. 

Why Can't I Track My Order?

Please note that your tracking information updates are displayed 2-5 days after receiving your tracking code.

For first time purchases, it may take us a few minutes to retrieve the tracking information from the carrier services. In the event that you can’t find information about your package, please try again later.

Why Is My Shipment Status Unchanged?

Your shipment status remaining unchanged may be due to delays in shipment. Shipment delays could be due to e.g. weather incidents, customs or backlogs. 

Please kindly note that tracking information can be displayed after your order has been shipped.

How Can I Pay For My Order?

All products are set in Pound sterling and our system will automatically convert your order’s currency to ease your process of placing an order. Do note that your payment is processed through PayPal and Stripe payment gateways and your credit or debit card details will not be stored on our server.

Which Currency Are You Using?

Our products are set in Pound sterling and our system will automatically convert the product pricings to your local’s currency for you.

How To Place An Order?

First of all, choose the products that you love, then click "Add to cart" and "Proceed to Checkout". Then fill in your information and make payment.

How Can I Modify My Order?

If you would like to request a change in anything in your order, please contact us at contact@eluvea.com via email within 12 hours after placing your order.

What If I Received A Defective/Damaged Item?

We strive to deliver the best quality product to customers. However, there are possible factors that may negatively affect the quality - often during the shipping process where products may be damaged while in transit. Please refer to our Return Policy.

What If The Tracking Information Of My Order Shows "Returned To Sender"?

Step 1: Contact your nearest post office and provide them your ID card or tracking code for an update of your shipment status.

Step 2: If you’re unable to find anything, contact our Customer Service department by sending an email to ontact@eluvea.com and provide us with your shipping address.

Step 3: If the address you provided in the email matches your shipping address in our system, we’ll be more than happy to send you a replacement or refund you 50%. Please be informed that these 2 options are our final solution for your request.

In the situation where your order was not successfully delivered as you may have filled in the wrong address, we would require for you to pay some extra fees for sending you a replacement. This would be the only option in such situations.

What Should I Do If I Provided A Wrong Shipping Address?

In the event where you’ve provided an incorrect shipping address, you should contact us immediately by sending an email to provide us with your correct address. Our team will then proceed to check whether we’re able change your order’s destination for you.

If your order has been shipped out, we are really sorry that we are unable to change your destination for you nor send you another packet without any additional fee. 

Tracking Shows "Returned To Sender", What Should I Do?

There are 2 common reasons that your packet has been returned, either your shipping address is incorrect/insufficiently filled, or you were absent at the time the packet was attempted for delivery.

In the event that your shipping address was incorrectly filled, we will be not held responsible since your order was shipped out to the address provided by you and the misinformation was not communicated to us in time to make changes.