Store Policies - Ellana Cosmetics

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Store Policies

Here at Ellana Cosmetics we would like to provide all our customers the very best customer experience. Contained here are our store policies.

NOTE: Please refer to our COVID-19 Advisory here, for temporary guidelines that may impact some information below, especially with regard to delivery, returns, and refunds.


Availing Promo & Discount Codes

Discount codes are valid for one (1) use per customer and are applicable to regular-priced items, unless otherwise specified. 

Only one discount code may be used in one transaction.

Discount codes may require a minimum purchase amount.

Discount codes cannot be used with free-item promotions, unless otherwise specified. 

Please check the guidelines on the marketing materials for the promotion. 

Ellana Mineral Cosmetics reserves the right to hold and void orders suspected of fraud. The customer will be contacted in such instances. 

Change Your Order

We can only accept changes to your order within 1 hour upon placing your order. You can reach out to our Customer Service team to make changes to products in your order or change your payment method (for example, from Cash on Delivery, to a pre-paid method).


Please reach out to our Customer Service here if you need assistance. 

Request a Replacement or Refund

You may avail of our one-time (per order) replacement program**, or return the products for a refund for purchases made on 

Reach out to our Customer Service here and provide us with your order number, waybill/proof of purchase, an image of the product you wish to exchange, replace or return and please let us know why within 7 days of receiving your items. Acceptable return/replacement reasons include:

Refunds for reasons other than product defects or shipping damage are processed only after approval by the Head of Ecommerce. Processing will take 15 working days.

Purchases made at our stores or other online partners may be available according to the respective stores returns and refunds policies. You may ask our Customer Service for further information.


Order Fulfillment Policy

In the event that a product you've ordered becomes out of stock, discontinued, or if we cannot fullfill your order as committed, our Order Management team will coordinate with you within 3-5 working days to advise you on what options are available to you. 


Online Store Terms, Conditions and Policies



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