Shipping policy

Order Processing

Once you place your order, it is immediately forwarded to our shipping team for processing.

Orders are processed within 1 to 2 business days. As soon as your order has been shipped, you will receive an email with a tracking number.


Order Cancellations

Customers may cancel their order within 24 hours after placing it by contacting us at support@elenova.shop with their order number and full name.

After 24 hours, the order will already be in processing with our shipping team and can no longer be cancelled.

If an order has already been fulfilled and shipped, it can no longer be cancelled. We kindly ask customers to accept the delivery and contact our support team afterwards if they wish to arrange a return in accordance with our Return & Refund Policy.


Shipping Partners

We ship through a reliable network of logistics partners, including:

  • YunExpress

  • USPS

  • DHL

  • FedEx

  • Aramex

  • Local courier services


Estimated Delivery Times

Standard delivery time for all destinations is 7 to 14 business days.

Our products are shipped from logistics hubs in the United States, Australia, and Hong Kong.

If an item is not available in a regional warehouse, it will be shipped from our Hong Kong warehouse. The estimated delivery time of 7 to 14 business days still applies.


Track Your Shipment

Once your order has been shipped, you will receive a tracking number by email.

Please allow up to 48 hours for the tracking link to become active.

If you have not received tracking information within 2 business days after the shipping confirmation, please contact us at support@elenova.shop and include your order number and full name.


Delivery Acceptance

Customers are required to accept delivery of their order.

Refusing delivery or failing to collect a parcel does not automatically qualify for a refund or cancel the return process.

If you no longer wish to keep the product after receiving it, please contact our support team, and we will assist you with the return process in accordance with our Return & Refund Policy.


Returns After Delivery

If you wish to return your order, the parcel must first be accepted and received by you before a return can be processed.

Returns must be sent to our official return address in accordance with our Return & Refund Policy.

Please note that we cannot guarantee that parcels refused during delivery or sent to an incorrect address can be processed as a valid return.


Missing Items

If an item from your order is missing, please contact us at support@elenova.shop.

In some cases, orders may be shipped in multiple partial deliveries.

If an error occurred on our side, we will send the missing item via express shipping at no additional cost.


Questions

If you have any questions regarding shipping, tracking, or delivery, our support team is happy to assist you.

Please contact us at support@elenova.shop.


Disclaimer

Our money-back guarantee only applies if a product was damaged during transport or delivered incomplete.

We do not offer refunds for discounted items or shipping costs.

Tight-fitting clothing, underwear, and opened cosmetics, creams, or oils cannot be returned for hygienic reasons.

Please note that results may vary from customer to customer. We cannot guarantee that you will achieve the same results as described on our landing page, as outcomes differ from person to person.

Use our products only as instructed on the packaging.

The design of the packaging may differ from the products shown on the website.