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.

• Availing Promo & Discount Codes
• Change Your Order
• Request a Replacement or Refund
• Order Fulfillment Policy
• Terms and Conditions

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).

Reminders:

• All one-time-use only promotion codes availed will be forfeited. It will not be applicable to your edited order. 
• Once 1 hour has passed, all orders are final and cannot be changed.

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 www.ellanacosmetics.com. 

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:

• Defective/faulty product.
• Damaged product.
• Replacements for shade mismatch is only applicable to FOUNDATIONS AND CONCEALERS. If your foundation shade doesn't match, send us a selfie with the product swatched on your jawline to show the shade difference. This will help us match you to your proper shade and send you the perfect foundation.

• Replacements: Provide your shipping address. Upon confirmation from our Customer Service Team, you will receive your replacement within 2-7 working days.
• Return & Refunds: Provide your bank account details. Ship the products for return to

• VIVANTI EXECUTIVE ADVANTAGE, INC.
  868D Champaca St. UPS4 Subdivision,
  West Service Road, Sucat Paranaque City, 1713

• Once the returned products are received, the refund will be processed within 15 working days. 

• Please note that your return must be sent back within 30 days of the order date.
• The following products are not eligible for the shade replacement program: lip and cheek products, brow products, eye color, other color products like loose pigments, etc.
• All sale items at 35% off or deeper are FINAL SALE and cannot be returned, refunded, or exchanged. 

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.