FAQs

Orders

🌺 What is my confirmation order number?

After placing your order, you'll receive an email with your confirmation order number, and you can also find it in your Ela Cosmetics' account. 

🌺 Can I change my shipping address?

We try our best to send out the orders super quickly so you can start playing with your brushes as soon as possible. So we might be unable to change your shipping address after you placed your order, but you can still send an email to admin@elacosmetics.com.au, including your order number and your new shipping address. 

🌺 Can I modify or cancel my order after I've placed it?

Unfortunately, we can't modify or cancel your order after placing it. So sorry for the inconvenience!

🌺 I received the wrong item/package. What should I do?

Oops! We are so sorry for the inconvenience. Please send us an email to admin@elacosmetics.com.au with your order number and include a picture of the package you received. We will be sending you the correct item ASAP.

🌺 I received my order, but it is incomplete. What should I do?

Oh no! We are so sorry! Please send us an email to admin@elacosmetics.com.au with your order number and include a picture of the package you received. We will be sending you the rest of the order ASAP.

Payments

🌺 How do I get my coupon code?

You automatically get a 10% discount code to use in your first order when you sign up for our Newsletter, so check your email, and don't worry, we promise not to send tons of annoying emails. If you signed up and didn't receive your code, please send us an email to admin@elacosmetics.com with your full name, and we will send you your code.

🌺 How can I pay for my order?

We accept all major credit cards (MasterCard, Visa, American Express) and PayPal, Apple Pay and ZipPay. 

 🌺 Can I use more than one coupon code on my order?

Sorry! 😔 You are only able to use one coupon code per order. 

🌺 Can I buy a gift card from Ela Cosmetics?

Of course, you can! 😉 Our Gift Cards are electronic, so you'll receive them on your email just a couple of minutes after placing your order—the perfect last-minute gift.

🌺 How do I use my Gift Card?

Just apply the gift card code to the 'discount code or gift card box at checkout. 

 

Shipping

Shipping is currently experiencing delays due to COVID-19. For shipping information in your country, please head to Aus Post

🌺 When will my order ship?

We work really hard to send our orders quickly so usually your order will be sent in 1-2 business days. We will be sending you an email with your tracking number once your order is shipped. 

🌺 How do I track my order?

After shipping your order, we will send you an email with your tracking number, and you'll be able to track your order on the Australia Post website. 

🌺 Which countries do you ship to?

We are located in Australia and just started to ship internationally. Currently, we are shipping to New Zealand, Europe, North America and Asia. 

🌺 How long does the shipping take?

We send our packages with Australia Post and Sendle. The tracking number is always provided with your shipping notification. 

Australia: 2-5 business days.

New Zealand: 4-6 business days.

Europe, North America and Asia: 6-15 business days. 

🌺 Is my international order going to be charged customs?

All international orders are subject to customs and duty fees as defined by the country of import. Unfortunately, we cannot provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import upon arrival of your order based on product value.

These fees are not included in your Ela Cosmetics order and/or shipping total. All fees must be paid by the parcel recipient.

 

Returns and Refunds

🌺 What is your return policy?

We feel really proud of the quality of our brushes, but if you are unhappy with them, we do accept unused brushes and items within 15 days of receipt. 

Please send all returns to:

PO Box 42, Doreen, Vic, 3754. 

Please email admin@elacosmetics.com.au with 'Returns' and your order number in the subject line and your reason for return in the email body. We will respond with further information on the returns process.

Products

🌺 Are your brushes cruelty-free?

YES!, we are really proud of being 100% cruelty-free, so all of our brushes are entirely synthetic and promise to stay that way. 

🌺 How often should I wash my brushes?

It really depends on how often you use your brushes and how you store them, but we recommend giving them a deep wash once a week. Otherwise, you'll have a build-up of grease, oils, and bacteria that will transfer to your face! 

We have the perfect duo to make sure your brushes stay soft and clean. 😉

Loyalty Program

🌺 What is your Loyalty Program?

 You can now join our Loyalty Program to start earning points and unlock exciting perks. 

Sustainability

🌺 Is your packaging eco friendly? 

We are doing our best to reduce our plastic packaging and to be as eco-friendly as possible. 

Our shipping boxes are printed in Australia by Inke and are 100% recyclable. We now use eco-friendly packing peanuts made from corn starch, which are 100% biodegradable, it dissolves in water within seconds.  

We will continue to work towards making the packing of our products as eco friendly as possible. 

🌺 What is Future Neutral?

In 2020 we were excited to partner with Future Neutral and offer this option to our customers as part of the checkout process on any Ela order.

This initiative allows our customers to add carbon offset at checkout, helping reduce their annual footprint. A small percentage of the sale is donated to certified and vetted carbon offset projects that reduce, avoid or remove greenhouse gas emissions from the atmosphere. 

Wholesale 

🌺 I want to stock Ela Cosmetics.

If you'd like to submit a wholesale enquiry, please email us at admin@elacosmetics.com.au with further information.