Frequently Asked Questions

Terms of Service or contact customer support.' }, { question: 'What if my order arrives damaged or is incorrect?', answer: 'We take great care in packaging our products, but if your order arrives damaged or you receive an incorrect item, please contact our customer service team at [email protected] within 48 hours of delivery. Please provide your order number and photos of the damaged or incorrect item, and we will arrange for a replacement or refund as quickly as possible.' } ], products_ingredients: [ { question: 'How should I store my Elylis products?', answer: 'To maintain the efficacy and shelf life of your natural Elylis products, store them in a cool, dry place away from direct sunlight and extreme temperatures. Some products, especially those containing delicate natural oils, might benefit from refrigeration after opening. Always check the product packaging for specific storage instructions.' }, { question: 'What is the shelf life of your products?', answer: 'The shelf life of our products varies depending on the ingredients. Unopened products typically have a shelf life of 12-24 months. Once opened, we recommend using products within 6-12 months, indicated by the PAO (Period After Opening) symbol on the packaging. This ensures you experience the product at its freshest and most effective.' }, { question: 'Are your products vegan?', answer: 'Many of our products are vegan-friendly, meaning they contain no animal-derived ingredients. However, some products may contain ingredients like beeswax or honey, which are not considered vegan. Please check the specific product page for a \'vegan\' label or review the ingredient list if you follow a strict vegan lifestyle.' }, { question: 'Can I use multiple Elylis products together?', answer: 'Yes, our products are designed to complement each other and can be safely used in combination to create a comprehensive skincare or haircare routine. For best results, we recommend introducing new products gradually and observing how your skin or hair responds. If you have specific concerns, feel free to consult our product guides or contact us for personalized advice.' } ], returns_refunds: [ { question: 'What is your return policy?', answer: 'We want you to be completely satisfied with your Elylis purchase. If you are not happy with your product, you may return unopened and unused items within 30 days of purchase for a full refund or exchange. Please see our full Privacy Policy for detailed instructions and any exceptions.' }, { question: 'How do I initiate a return or exchange?', answer: 'To initiate a return or exchange, please contact our customer service team at [email protected] with your order number and the reason for the return. We will provide you with a Return Merchandise Authorization (RMA) number and instructions on how to send your item back. Please note that return shipping costs may be the responsibility of the customer.' }, { question: 'How long does it take to process a refund?', answer: 'Once we receive your returned item and it has been inspected, we will process your refund within 5-7 business days. The refund will be credited back to your original method of payment. Please note that it may take additional time for the refund to appear on your bank statement, depending on your bank\'s processing times.' }, { question: 'Can I return an opened or used product?', answer: 'For hygiene and safety reasons, we generally do not accept returns on opened or used products. However, if you experience an adverse reaction or have a genuine concern about a product\'s quality, please contact us, and we will address your situation on a case-by-case basis. Your satisfaction is important to us.' } ] } }">