Returns & Exchanges

Returns & Exchanges

We want you to love every part of your experience with us.

If something isn’t quite right, we’re happy to accept returns on unused, unopened items within:

• 24 hours of in-store purchase
• 48 hours of delivery for online orders

After this window, items are no longer eligible for return. However, we’re glad to offer an exchange within the same product category or provide store credit for future use.

For items that have been opened or used, exchanges may be considered on a case-by-case basis.

How to Start a Return or Exchange

1. Email us at concierge@helloelo.co with your parcel number and reason for return/exchange.
2. We'll send you a decision and instructions within 2 business days.
3. Ship or return the item back using a trackable shipping method.
4. Once received and inspected, your refund or exchange will be processed within 5–7 business days.

Non-Returnable Items

• Opened or used products
• Gift cards
• Final sale items

Questions?

Reach out to us at concierge@helloelo.co — we're happy to help.