We recognize ordering cosmetics online can be difficult, which is why we offer sample sizes of all complexion products. We strongly suggest you order samples to test out a new shade before purchasing a full size. Sample sizes are final sale and are not eligible for exchange.
Once you purchase, if you decide the product is just not for you, we offer an exchange on products for store credit if you'd like to try something else. Items are only eligible for exchange once, and the customer is responsible for the shipping costs of the new item. Please email email@example.com and we will give you instructions on how to exchange your item.
Our policy lasts 14 days after delivery. If 14 days have gone by since your package was received, we may not be able to offer you an exchange.
Discounted Items, Sales, & Samples
Sale items and samples are final sale. Only regular-priced, full-size items may be exchanged.
Damaged or Defective Items
At Elate, we stand behind the quality of our products. We absolutely replace items if they are defective or damaged within 3 months of purchase. Send us an email at firstname.lastname@example.org with the nature of the defect, and a picture, and we will send a replacement of the same item and shade, or a store credit. To save on shipping emissions, we will not ask you to return the product to us.
**To complete your return, we require a receipt or proof of purchase. If you did not purchase your item through our website, please contact the wholesale partner first. All purchases made through wholesale partners are subject to their return policies.**
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a store credit to the gift giver and they will find out about your return.
All orders are processed within 5 business days and are shipped out of our location in Victoria BC.
Orders over $100 will be shipped for FREE to all destinations within North America Orders under $100 shipped within North America will be charged for tracked shipping depending on location.
Orders are shipped out via Canada Post Expedited Service
Depending on where you live in Canada, orders may arrive anywhere between 3-10 business days after they are placed. We are unable to provide shipping estimates for orders outside of Canada.
Please double-check your shipping address before confirming your purchase. Elate is not responsible for any lost or stolen packages, but we will always do our best to help you locate a missing package. Please contact your local post office first to see if they are holding your item.
Elate cannot be held responsible for any lost or stolen packages.
Please feel free to contact us at email@example.com should you have questions about any of our policies.