Elérune

Shipping & Returns

We want every Elérune order to arrive safely and smoothly. This page explains delivery times, tracking, returns and what to do if a parcel is delayed, damaged or lost.

Shipping destinations

Elérune currently ships to supported mainland addresses in every European Union country, the United Kingdom and the United States. Dropshipping delivery is also available to Norway and Switzerland. Islands and offshore territories are not currently supported.

Available destinations, shipping methods and the exact shipping cost are confirmed at checkout. If your address is not available, checkout will let you know.

Delivery times

Your order is prepared after payment is confirmed. For orders containing 1–20 products, preparation normally takes up to 2 full working days. Larger orders may require additional preparation time.

  • USA: standard transit is estimated at 2–5 working days after dispatch, so the usual total estimate is about 4–7 working days.
  • EU: transit time depends on the destination and is commonly 2–9 working days after dispatch, so the usual total estimate is about 4–11 working days.
  • UK: standard transit is usually 4–7 working days after dispatch.

These are working-day estimates. Weekends, public holidays, address issues and courier delays can affect delivery. The estimate shown at checkout and in your shipping confirmation is the most specific estimate for your order.

Shipping is calculated separately from the product price and may depend on the destination and total parcel weight. Any applicable taxes or duties are shown or charged at checkout where required.

Tracking your order

When your order has been shipped, we will send a shipping confirmation with a tracking number when tracking is available. Use the link in that email or enter the tracking number on the courier’s website.

If you have not received tracking information or the tracking link does not work, email elerune@outlook.com and include your order number.

Change an address or cancel an order

Contact elerune@outlook.com immediately if you need to change your address or cancel an order. Once fulfilment has started or the parcel has shipped, we may not be able to make changes or cancel it.

Please check your address, phone number and email carefully before placing an order.

Delivery problems

My order is late or has not arrived

  1. Check the tracking link for the latest delivery status.
  2. Check whether the parcel is waiting at a local post office or pickup point.
  3. Contact the courier if a delivery attempt was made or the tracking appears stuck.
  4. If the parcel still cannot be located, contact Elérune with your order number.

For a lost order, contact us within one month after the estimated delivery date so we can investigate it with our fulfilment partner.

The package or product arrived damaged

Contact Elérune as soon as possible and within one month after delivery. Keep the product and shipping packaging until the issue has been reviewed. Please send:

  • your order number;
  • clear photos of the damaged product;
  • clear photos of the shipping box and packaging; and
  • the address where a replacement should be sent, if a replacement is arranged.

Do not return anything before we provide return instructions. Depending on the circumstances, we may arrange a replacement or refund. Approved replacement shipments are normally processed by our fulfilment partner within 72 hours, although an investigation can take longer.

The courier could not deliver my order

Check that your address and phone number are correct, then contact the courier to arrange another delivery attempt or an alternative pickup. Please respond quickly to courier messages because parcels may only be held for a limited time.

My parcel was returned to the fulfilment centre

Contact elerune@outlook.com. We will confirm the correct address and check whether the order can be re-shipped. Additional shipping charges may apply where the failed delivery was caused by an incorrect or incomplete address.

Returns and refunds

EU customers

If you are a consumer in the EU, you generally have the right to cancel an online purchase within 14 days from the day you receive it, without giving a reason. Tell us in writing at elerune@outlook.com within that period and we will provide return instructions.

For hygiene reasons, opened or unsealed cosmetics cannot normally be returned under the withdrawal exception for sealed goods. Returned items must be unused, complete and in their original condition. Unless the item is faulty or incorrect, you are normally responsible for the return shipping cost. EU consumers also have a minimum two-year legal guarantee for goods that are faulty or do not match the description. This page does not limit any mandatory consumer rights that apply in your country.

USA customers

For US orders, we accept returns of unused, unopened products in their original packaging when requested within 30 days of delivery. Contact us before sending anything back. Unless the item is faulty, damaged or incorrect, the original shipping charge is non-refundable and return shipping is the customer's responsibility. Applicable state consumer rights continue to apply.

Damaged, faulty or incorrect products

Contact us first at elerune@outlook.com. We will review the issue and explain whether a replacement, repair where applicable or refund is available. We may ask for photos of the product and packaging. Do not send a product back without our instructions.

For all orders, Elérune handles customer communication with the fulfilment partner. Please contact Elérune rather than the supplier directly, and include your order number and a short description of the issue.