FAQ

How can I contact Elumias?

You can reach us anytime at info@elumias.com. Our customer care team will be happy to assist you with anything you need.

Do you ship worldwide?

Yes, we proudly ship worldwide.

Where do you ship from?

All orders are shipped from our warehouse in Hong Kong.

Can I change or cancel my order?

Because we process orders quickly, any change or cancellation requests must be made within 12 hours of placing your order. After this window, we can’t make modifications—but you can always return your order for a full refund once it arrives.

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express) as well as PayPal and Apple Pay.

When will my order be processed?

Orders are processed Monday through Friday, excluding holidays. Most orders are prepared within 1–3 business days and shipped out the following business day. Please note that processing times may be slightly longer during peak seasons and sales.

How long will it take to receive my order?

Delivery times vary depending on your location. Please allow 1–3 weeks for your order to arrive due to high demand and international shipping times.

What if I don’t receive my order?

If your order hasn’t arrived within 30 days of shipping, you are eligible for a full refund.

Will I be charged customs and taxes?

Our prices are displayed in USD and are tax-free at checkout. However, depending on your country’s regulations, you may be responsible for import duties, taxes, or customs fees upon delivery. These charges are determined by your local customs office and are the responsibility of the customer. Elumias is not responsible for any delays or fees imposed by customs. For more details, please check with your local customs authority.

How do I return an item?

To start a return, please contact us at info@elumias.com with your order details. Our team will guide you through the process.

What if the item(s) I received are defective, incorrect, or damaged?

If your order arrives defective, incorrect, or incomplete, please contact us right away. Include your order number, photos of the item(s), and any relevant details. We’ll review your case promptly and do our best to resolve it as quickly as possible.

When will I receive my refund?

Refunds are always credited back to your original payment method.

• For credit/debit card payments: Refunds are typically processed by your card issuer within 7–10 business days after we receive your return or cancellation request.

• For PayPal payments: Refunds usually appear in your account within a few days.

If you haven’t seen the refund reflected after this time, please check with your bank or card provider, as processing times can vary.