Returns & Refunds policy

We have a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

To be eligible for a return, your item must be in the same condition as you received it — unused, with tags, and in its original packaging. You will also need to provide proof of purchase.

To start a return, please contact our team at contact@ellaun.com explaining the reason for your return. If your return is accepted, we will send you a return label by email. Items sent back without first requesting a return will not be accepted.

You can always contact us for any return-related questions at contact@ellaun.com.

Return costs

Ellaun covers return shipping costs for a period of 30 days from the date of receipt. There are no restocking fees.

Specific return and refund conditions

• Change of mind: If you change your mind after purchase, you may return the product within 30 days, provided it is unused, undamaged, and in its original packaging.
• Defective items: If you receive a defective product, please contact our customer service team immediately, ideally within 48 hours. Ellaun will cover return shipping costs and provide a replacement or a full refund.
• Damaged items: If the product arrives damaged, please send us photos of the damage within 48 hours of receipt. We will assess the situation and cover return costs if necessary.
• Incorrect item received: If you receive the wrong product, please contact us within 48 hours and we will cover the return shipping and ensure you receive the correct item.
• Item not received: If your order never arrived, contact us within 48 hours so we can open an investigation with the carrier. If the product is not found, we will offer a full refund or a replacement.
• Cancellation after order: You may cancel your order before it has been dispatched. If the order has already been shipped, please follow the return procedure upon receipt.

60-day satisfaction guarantee

In addition to our standard 30-day return policy, Ellaun offers a 60-day money-back satisfaction guarantee. If you are not satisfied with your product within 60 days of receipt, we will issue a full refund — no return required. Simply contact us at contact@ellaun.com with your order number.

Exchanges

Exchanges are accepted. The fastest way to get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

Timelines

• Return window: Returns must be reported and dispatched within 30 days of receiving the product.
• Refund processing: Refunds will be processed within 30 business days of receiving and inspecting the returned item. You will receive a confirmation email.
• Refund conditions: A refund is approved if the product is undamaged, unused, and in its original packaging. Refunds for defective or incorrectly delivered products are approved after inspection.
• Refund method: Refunds are issued to the original payment method used at the time of purchase.

Return address

5 Rue des 50 Arpents, 77680 Roissy-en-Brie, France

Questions?

We respond to all enquiries within 24 hours. Contact us at contact@ellaun.com

Contact Information

Trading name: Ellaun

Legal name: Hassan Nordine Kharachi

Registered business name: Groupe NKH

Legal structure: Sole trader (Entreprise individuelle)

Phone: +33 7 49 01 43 63

Email: contact@ellaun.com

Physical address: 5 Rue des 50 Arpents, 77680 Roissy-en-Brie, France

SIREN: 934 980 814

SIRET: 934 980 814 00024

EU VAT number: FR50934980814

APE / NAF code: 4791B

Business activity: Distance selling — natural cosmetic skincare products

Customer service hours: Monday to Friday, 9am to 6pm (CET). Closed on weekends and public holidays.

Contact us: https://ellaun.com/pages/contact

FAQ: https://ellaun.com/pages/faq

Order tracking: https://ellaun.com/pages/track-my-order