Refund policy
Your peace of mind matters
This policy applies to all orders placed at Elysia. It forms part of our Terms of Service. Please read it together with our Shipping, Privacy and Terms pages.
Definitions
- “Order confirmation” means the email we send after you place an order.
- “Delivery date” means the date the courier’s tracking shows your parcel was delivered.
- “Business days” means Monday to Friday, excluding public holidays.
Delivery
Delivery is free on all orders. Estimated delivery time is 2–5 business days, although delivery times may vary depending on order processing and unforeseen circumstances.
Please note that some orders may require additional processing time. If your order is expected to take longer than the estimated delivery timeframe, we’ll notify you by email and keep you updated on any significant delays.
Once your order has shipped, we’ll email you tracking information where available. Please ensure that your delivery address and contact details are correct when placing your order, as we cannot be held responsible for delays or failed deliveries caused by incorrect or incomplete information.
All delivery timeframes are estimates and are not guaranteed. We appreciate your patience and understanding if unexpected delays occur.
Checking your order when it arrives
Please check your parcel as soon as it arrives. Compare the items with your order confirmation, and look at the packaging and the products for damage. If anything is wrong, follow the steps below.
Orders that haven’t arrived
If your order hasn’t arrived by the estimated delivery date, check your tracking link first. If tracking shows it was delivered but you haven’t received it, check with neighbours or reception. Then email us within 7 days of the delivery date shown, or of the estimated delivery date if nothing arrived. We’ll look into it with the courier, and we’ll re-send your order or refund you.
How to start a return or claim
Email support@elysia.co.za with your order number, your name and a short description of the problem. For faulty, damaged, wrong or missing items, please attach clear photos of the item and the packaging. We reply within 2-5 business days. Please don’t send anything back before we’ve approved it and sent you return instructions, because we can’t accept returns we haven’t approved.
Faulty, wrong or missing items
Email us within 7 days of delivery. If any of these apply, you can choose a replacement or a refund, and we cover the shipping:
- the item is damaged or defective;
- we sent a different product or shade from the one on your order confirmation;
- an item listed on your order is missing;
- your order didn’t arrive.
We may ask for extra photos before we approve a replacement or refund.
Partial faults
If only part of your order is affected, we replace or refund only the affected items. The rest of your order stays as it is.
Replacements
Replacements depend on stock. If we don’t have the item or shade, we’ll refund you instead.
Damage in transit
If your parcel arrives damaged, please take photos of the outer packaging and the item before you open it further, and email us within 7 days.
Change of mind
Unopened, sealed items can be returned within 7 days of delivery. Email us your order number and your reason before sending anything back. You pay return shipping.
What “sealed and unused” means
An item is sealed and unused if its outer box and any seal or film are intact, the product hasn’t been opened, tested or used, and it’s in the condition we sent it.
Return shipping and proof of postage
Once we approve your return, we’ll send return instructions. Please use a tracked service and keep your proof of postage, because we can’t accept responsibility for a parcel we haven’t received.
How we inspect returns
When your return arrives, we check that the item is sealed and unused. If it is, we approve your refund. If it isn’t, we’ll email you and the refund won’t be approved.
No exchanges
We don’t offer exchanges for change of mind. If you’d like a different shade, please place a new order once your return is approved.
Opened items
For hygiene reasons, opened makeup can’t be returned for change of mind or over shade choice. The only exceptions are the faulty, wrong or missing item cases above.
Shade and appearance
Please check the shade names and photos before ordering. Results and appearance vary with skin tone, skin type, texture and lighting, so how a shade looks on your skin isn’t grounds for a return.
Skin reactions
We recommend patch-testing before use, and the full ingredient list is on the product page. If you have a reaction, stop using the product and speak to a healthcare professional. If you’d like us to know about it, email support@elysia.co.za with your order number.
Cancelling an order
Email us as soon as possible with your order number. If your order hasn’t shipped, we can cancel it and refund you. Once it has shipped, you can return it under this policy.
Refunds
Refunds go back to your original payment method. Once we approve a refund, we process it within 2-5 business days. Delivery fees aren’t refunded on change-of-mind returns. Your bank may take extra time to show the refund.
Payment disputes
If you have a problem with your order, please contact us first so we can fix it. If a payment dispute is opened, we may share order information with our payment provider to respond to it.
Customer support
We answer emails sent to support@elysia.co.za within 2-5 business days. Please include your order number so we can help you faster.
Your legal rights
Nothing in this policy limits your rights under South African consumer law.
Changes to this policy
We may update this policy, and the version on our site when you order applies to your order.