Contact us
Contact form
Social Media & PR
I want to collaborate with you.
We’re excited to collaborate with you! Send an email to hello@elvacares.com and include a link to your social media. We’ll get back to you if it feels like a great match!
Delivery
I have entered the wrong delivery address on my order.
Unfortunately, we cannot promise that we will be able to change the delivery address once an order has been placed. However, please contact our support as soon as possible and we will do our best to help! Don't forget to enter your full and correct address in the contact form.
How long is the delivery time?
Our delivery times are up to 7 working days, but it may vary slightly depending on which shipping method you choose. *Pss, we always deliver within 3 working days ;)
What do I do if I receive a damaged item upon delivery?
It's really sad to have a broken product, we're sorry! Please contact our support via the contact form here, and we'll help you further. Please send pictures where the damage is clearly visible, so we can solve it faster.
What happens if I don't pick up my package?
If you do not pick up your package, it will be sent back to us, and we will deduct SEK 250 for the costs involved.
Do you offer free shipping?
We offer free shipping when you shop for over 300 SEK! Just choose one of our free shipping options at checkout and we'll take care of the rest.
Order & Payment
I have received my goods, but no invoice.
You will receive the invoice by email as soon as your package has been shipped from our warehouse.
I want to change my payment method.
Unfortunately, it is not possible to change your payment method afterwards. If you have any questions about your payment, you are always welcome to contact our payment provider - they will be happy to help you!
Can I add a product to my order?
Unfortunately, it is not possible to add products to an order that has already been placed. If you would like to order more items, you are welcome to place a new, supplementary order!
Has my order been processed?
Please check your junk folder if you haven't received your order confirmation - sometimes it ends up there by mistake. During launches or when there's a lot going on, it can also take a little extra time for the confirmation to arrive. If you haven't received it the day after your purchase, please contact us and we'll send it right away!
I want to cancel my order.
Unfortunately, we cannot guarantee that your order can be cancelled, but please contact our customer service and we will see what can be done!
I regret my order.
If your products are completely unopened, you can cancel your purchase within 30 days.
Returns & Refunds
I regret my order, what should I do?
At Elva, we want you to always feel completely confident that the products you receive from us are new, fresh and completely unopened . Therefore, we unfortunately cannot accept returns on products that you have tested or opened.
But if the products are completely unopened, you can of course cancel your purchase! You have 30 days to return them.
Can I return an item purchased online to the store?
Självklart! Hör av dig till oss så hjälper vi dig
I haven't received a returns label. What do I do?
Hör av dig till hello@elvacares.com så hjälper vi dig.
How do I make a complaint?
If you notice that you have received a product that is broken or defective in any way, then you should definitely contact our customer service. We will be happy to help you further!
Complaint
How do I complain about a broken product?
If you need to make a complaint, it is best to contact our customer service via the form here. We will of course help you further with your matter.
In order for us to help you as quickly as possible, we ask that you attach pictures or videos where we can clearly see what is wrong with the product. When it comes to complaints, we also need the batch number of the product. It is usually heat-stamped, often on the bottom of the packaging.
It is important to know that we only accept complaints for purchases made on our website. If you have purchased the product in physical stores, you must contact them and follow their own return and complaint policy.
The right to a warranty covers defects that are due to the actual manufacturing of the product.
I am dissatisfied with the product, can I complain about it?
We want to be super clear that we do not have a "satisfied customer guarantee". This means that we unfortunately cannot accept returns or complaints on products you have used, just because they did not meet your expectations.
Extra tips for sensitive skin
Are you someone who easily becomes hypersensitive to new products or ingredients? Then we have a hot tip: always test the product on a small area first, for example on the inside of your wrist. Wait 24 hours before using it fully. That way you can be sure that you won't have any unexpected reactions.