FREE SHIPPING ON ALL U.S. CONTINENTAL ORDERS OVER $50 |Learn More

Frequently Asked Questions

Orders

How can I see the status of my order?

You can log into your account to see the details of a recently placed order. When your order shipped you should have received an email confirmation with tracking information. If you are still unable to find the details of your order please reach out to us at hello@elaluz.com and include your order number in the subject line, and someone from the elaluz team will help you out!

You can log into your account to see the details of a recently placed order. When your order shipped you should have received an email confirmation with tracking information. If you are still unable to find the details of your order please reach out to us at hello@elaluz.com and include your order number in the subject line, and someone from the elaluz team will help you out!

How do I change or cancel my order?

Once you place your order we begin processing it right away because we do our best to get your order to you asap. If you need to make changes after receiving an order confirmation email please reach out to us at hello@elaluz.com and have your order number ready. We will do everything we can to accommodate your request.

What payment methods do you accept?

We accept all major credit cards, and afterpay!

I entered the wrong email address for my order. What should I do?

Please contact us at hello@elaluz.com include order number and full name so we can update your information on file.

Does Elaluz have a maximum purchase policy?

We have a maximum purchase limit of 9 items per sku. If you have a need to purchase more than 9 please reach out to us at hello@elaluz.com.

Shipping & Returns

What is your shipping policy?

Ground shipping is free in the Continental United States with orders of $50 or more. Please refer to our shipping table for all orders under $50.

Elaluz currently ships to all 50 states and Puerto Rico. You may experience longer shipping times when shipping to Hawaii, Alaska, or Puerto Rico. Unfortunately, we do not ship to U.S. Territories, or PO boxes, Military (APO/FPO/DPO).

All orders ship Monday through Friday, excluding federal holidays within the United States. Order processing usually takes 2-3 business days. Estimated Transit times are based on orders placed between Monday-Friday.

At this time we do not offer express shipping.

Shipping Method Estimated Transit Time Shipping Cost
Standard 3-7 Business Days $7.99

Where does Elaluz ship internationally?

Elaluz.com ships internationally to Canada, Australia, United Kingdom, Ireland, France, Malta, Cyprus, Mexico, Brazil, Portugal, Italy, Germany, Spain, Switzerland, Netherlands, Israel and United Arab Emirates. International shipping rates are calculated at checkout in your local currency.

If your country is not listed please fill out this form and we will notify you when Elaluz products are available in your country!

How can I change my shipping address?

You can update your shipping address on file through your account on elaluz.com if you need help please reach out to hello@elaluz.com

We do our best to get orders to you asap so if you already placed your order we unable edit the shipping address that was submitted. However, reach out to hello@elaluz.com and have your order number ready and we will do our best to accommodate your request.

What is your return policy?

We’re sorry to hear you didn’t love your Elaluz products! Elaluz.com can only accept returns & exchanges for unopened or gently used items purchased from Elaluz.com. All returns must be postmarked within 14 days of the delivery date. All returned items must be in unopened or gently used condition.

To return your purchase, please send an email to hello@elaluz.com within 14 days of delivery of your order with your original order number and the reason why you would like to return your item. We will provide a return label. All refunds and exchanges will incur a fee of $7.99 for the return shipping.

Once your return is received and inspected, we will send you an email to notify you that we received your item. We will also notify you of the approval or rejection of your refund. If your refund is approved, then your refund will be processed between 7-10 business days. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. Exchanges will be issued for products of lesser and equal value once we receive the unused product back. 

If your order was placed using Afterpay as a payment method please expect longer processing times. You can check the status of your refund through Afterpay. If you would like to learn more about the process please visit Afterpay’s FAQ page HERE

Can I exchange an item?

We accept exchanges for items of equal or lesser value within 14 days of the delivery date. Please reach out to hello@elaluz.com with your order number and what you would like to exchange.

I received the wrong product or my product arrived damaged. Can I return it?

If the wrong product and/or defective product was received, please email hello@elaluz.com with your order number in the subject line and a photo if possible. An Elaluz team member will help you out!

What do I do if my package is lost or stolen in transit?

Please email hello@elaluz.com with your order number in the subject line. An Elaluz team member will help you out!

International

Where can I get Elaluz products internationally?

Elaluz.com ships internationally to Canada, Australia, United Kingdom, Ireland, France, Malta, Cyprus, Mexico, Brazil, Portugal, Italy, Germany, Spain, Switzerland, Netherlands, Israel and United Arab Emirates. International shipping rates are calculated at checkout in your local currency. 

If your country is not listed please fill out this form and we will notify you when Elaluz products are available in your country!

What is your international shipping policy?

All orders ship Monday through Friday, excluding US federal holidays. International orders over $125 USD qualify for free shipping. You will see this reflected in the local currency at checkout.

All shipping methods and costs will be calculated at checkout in your local currency.

Taxes and Duties?

Taxes and duties are calculated according to your shipping destination and total purchase. Make sure you select your location to view the correct local market pricing, delivery times and shipping costs. We ship to all locations on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the product price.

What is your international return policy?

We do not accept returns or exchanges on international orders.

What if my item arrived damaged, or defective?

Please reach out to hello@elaluz with your order number and the issue you are experiencing and and an Elaluz team member will help you.

Product

Where can I purchase Elaluz products?

Elaluz products are sold on our website; elaluz.com, saks.com, and coming soon at netaporter.com.

Are you cruelty free?

Yes, our products are certified cruelty-free and Leaping Bunny Certified, the only internationally recognized certification organization for cruelty-free companies.

Do you use parabens in your products?

No, our products are formulated free of parabens.

What does Elaluz Clean mean?

Mindfully luxurious beauty made with conscious ingredients and zero impurities. Our mission is to infuse luxury with mindfulness.

Formulas are consciously made with potent, nourishing ingredients our skin, hair and bodies love. We’re as clean as possible, while delivering brilliant performance. Across our entire line, we feature powerful Brazilian superfoods — think pure, efficacious oils and extracts from fruits, nuts and plants — and none of the 1,600 toxins banned by the EU or other suspect ingredients.

We formulate without parabens, sulfates, phthalates, PEGs, TEA, DEA and GMOs. [Our all-natural scents burst with essential oils and extracts. – only use when speaking about skincare] We’re also cruelty free, gluten free and vegan. While we strive to adhere to global standards and the international movement toward clean products, we’ll also progress with innovations in sustainability and mindfulness.

Learn more HERE

How can I recycle my product?

This will vary by product. Our empty glass bottles and aluminum cans can be recycled conveniently through your local recycling program. All of our cardboard boxes are recyclable and biodegradable. Please refer to each Product Detail page under the sustainability tab for more details. If you participate in a local recycling program, you may recycle these items curbside.

How can I find out more information about a product?

You can learn more about our products on their individual product page. If you have additional product questions please reach out to hello@elaluz.com and we will be happy to help.

Shop Instagram

#elaluz