Frequently Asked Questions
Do you have any gifting options?
Looking for the perfect gift? Explore our Shop for curated sets and everyday essentials.
We don’t currently offer gift wrapping, gift receipts, or gift cards.
How long will it take to receive my order?
Please allow 3–5 business days for your order to be processed before shipping. Orders are shipped Monday through Friday, excluding holidays.
Once your order has shipped, delivery times vary depending on your region. You can track your package using the carrier’s link provided in your shipping confirmation email.
While we do our best to ensure timely delivery, shipping times are estimates and may be affected by carrier delays. Standard shipments are considered lost only if they’ve been in transit for 30 days.
My order is delayed!
We’re so sorry for the delay! For the most up-to-date tracking information, check your shipment confirmation email where you’ll find a link for detailed tracking information.
Once your order has shipped, the carrier manages delivery. If you need more details on your shipment status, we recommend checking directly with the carrier’s tracking site. While we always aim to deliver within the estimated window, occasional carrier delays can occur. Orders shipped via standard shipping are only considered lost after 30 days in transit.
I want to return a gift I received. How can I do that?
We always want your experience with our products to feel seamless. If something didn’t work out, we’re here to help. We offer free returns within 30 days of qualifying purchases.
Check eligibility and contact us to initial a return.
If your order was placed through one of our retail partners, please contact them directly to process your return, as we’re unable to assist with purchases made outside of eleusiabeauty.com. Kindly note that returns must meet our policy requirements, and we reserve the right to decline requests that fall outside of them.
Still have questions? We’re happy to help at hello@eleusiabeauty.com.
Can I edit / cancel my order?
Once an order is placed, we’re unable to make changes to the items in it.
If you need to update your shipping address or cancel your order, please email us at hello@eleusiabeauty.com as soon as possible. We’ll do our best to accommodate your request, but if your order has already been processed, we may not be able to make any changes.
How long will it take for me to receive my order?
Please allow for 3-5 business days to process your order before it ships. Orders are shipped Monday-Friday excluding holidays. Shipping times vary based on your region and shipping method selected at checkout. For more information about the whereabouts of your package after it ships, please visit the carrier eleusiabeauty.com. You will receive an email with tracking information once the product has shipped.
Why have I not received my order?
We are so sorry for the delay. Thank you for your support! Our small team is processing and catching up on orders as quickly as we can. Please refer to your confirmation email to track the status of your order. If you have any issues please email us at hello@eleusiabeauty.com.
How can I check the status of my order?
If you have an account with us, please log in to your account and check the order status there. If you do not have an account with us (you should create one!), please refer to the email you received when you placed your order (sometimes it can be in your spam folder!)If you are still having difficulty, please contact us directly at hello@eleusiabeauty.com and we’ll be happy to assist you.
Where is my confirmation email?
You should have received a confirmation email after you purchased your order. If you do not see it, we recommend checking your spam folder!
Do you accept international orders?
We currently ship to Greece and within the EU. Taxes are included in the price of the product checkout. We’ll be expanding to more countries soon—stay tuned! Let us know where you'd like to see us next by signing up here.
I am still waiting to hear back from your team on my order. Who do I contact?
Sorry that you have not heard from us yet! Our response to your email may have gone to your spam or junk folder. If you do not see a response from us please reach out to hello@eleusiabeauty.com.
I want to edit / cancel my order! How can I do that?
We are unable to edit items in your order once you have purchased the products. To edit your address or cancel your order, please email hello@eleusiabeauty.com as soon as possible. Our team will do their best to make any requested changes. Please note we are unable to guarantee that changes can be made if the order has already been processed.
Where is Eleusia Beauty available?
Eleusia Beauty products are available on eleusiabeauty.com, with shipping within Greece and to the rest of EU. Select products are also available at retail locations listed below. For any questions about purchases made through a retail partner, please contact them directly.
Dr. Athanasia Tsioufi Dermatology Center
What are shipping times and costs?
We offer standard shipping within Greece and wider EU shipping. Within Greece, shipping costs 5 Euros and for the wider EU shipping costs 10 Euros. If your order is more than 100 Euros, you will receive complimentary shipping.
Once your order has shipped, delivery is managed by the selected carrier. For updates or detailed tracking information, please refer directly to the carrier’s website. While we aim to meet the estimated delivery windows below, please note that occasional delays may occur. Orders shipped via Standard Shipping are not considered lost until they have been in transit for 30 days.
All orders are shipped from Greece, and duties and taxes are included at checkout.We’re so grateful for your support—and we’d love to hear where you’d like to see us [ship next](https://eleusiabeauty.com./pages/contact).
How long does it take to process my order? When will my order ship?
Please allow 3-5 business days for your order to ship from our facility. For estimated delivery times, please refer to the carrier website using your tracking number. You can follow for updates and detailed racking information. Orders are shipped Monday-Friday excluding holidays.
For estimated delivery times please see date ranges, based on your location, provided here. The order will likely be delivered in this window but this is not guaranteed as the shipping carrier may experience delays.
Please email us at hello@eleusiabeauty.com and we will let you know if an update is possible.
How can I track my order?
If you have an account with us, please log in to your account and check the order status for details on tracking. If you do not have an account with us, please refer to the confirmation email of your order shipment (sometimes it can be in your spam folder!), which includes a tracking number. If you’re having a difficult time finding the status, please contact us directly at hello@eleusiabeauty.com and we’ll be happy to assist you.
My order has not moved in the tracking! How can I locate it?
We recommend contacting the carrier delivering your package as sometimes they can give more information about the delay. If they are unable to help please contact us at hello@eleusiabeauty.com!
My package never arrived. Who do I contact?
Please refer back to the shipping confirmation email that you received after placing your order which includes a tracking number for your order. For more detailed tracking information, we recommend checking in with your local carrier. Please note, an order shipped with standard shipping will not be considered lost until it is in transit for 30 days. If the order is marked as delivered in the tracking system, please check the surroundings of your location or building. If the package remains not found, we are sorry for the inconvenience and please contact our customer service at hello@eleusiabeauty.com.
Can I ship to a freight forwarder?
We cannot ship to freight forwarding addresses as we are unable to ship to regions where we are unregulated.If we do not ship to your region, let us know where you would like to see us go next!
What is your return policy?
We always want your experience with our products to feel seamless. If something didn’t work out, we’re here to help. We offer free returns within 30 days of qualifying purchases.
Check eligibility and contact us to initiate a return.
If your order was placed through one of our retail partners, please contact them directly to process your return, as we’re unable to assist with purchases made outside of eleusiabeauty.com. Kindly note that returns must meet our policy requirements, and we reserve the right to decline requests that fall outside of them.
Still have questions? We’re happy to help at hello@eleusiabeauty.com.
Can I exchange my product?
At this time we do not currently offer exchanges.
My product was delivered damaged and/or I did not receive the product I ordered. What should I do?
We apologize as it is certainly not the experience we want you to have with Eleusia Beauty. Contact us at hello@eleusiabeauty.com and we will address the issue directly. Please include pictures of the product (damaged or wrongly delivered) in your email so we can resolve the issue as efficiently as possible. Our retail partners manage items purchased at their locations. Please consult the respective retail partner, if you have a challenge with a product purchased from their store. Please note that our products expire 12 months after opening.
What forms of payment do you accept?
We accept all standard credit cards (Visa, Mastercard, American Express). You can also checkout with PayPal, Apple Pay and Google Pay.
Are online purchases secured?
All transactions made on our website are extremely secure. Our store's content is encrypted and we are PCI compliant to protect personal data and payment information. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information. Please see our privacy policy for more information.
When is my payment going to be debited from my account?
Debit depends on the method of payment you select. For most, your account will be debited at the time your order is placed. Please check with your financial institution for further details.
Why have prices of certain products changed?
The prices of our products are determined by a variety of factors including the cost of materials, production and shipping. When costs across any of these factors increase, it has an impact on our final product price. We understand that price increases have an impact on our community and remain committed to giving you innovation and accessibility with zero compromise on quality.
Does Eleusia Beauty test on animals?
Eleusia Beauty formulates and manufactures products in Greece which falls under EU regulations that strictly prohibit animal testing. This promise extends even to foreign markets, where they make sure no animal testing is done for regulatory purposes. We renew our commitment annually and get checked independently to make sure we are keeping up with the cruelty-free standards.
Is there additional fragrance in your products?
For a full list of ingredients, please visit each formula's respective product page.
What is the shelf life of the products? When do my products expire?
The products expire 12 months after opening. The shelf life of unopened products is 3 years.
Are your products pregnancy safe?
Our products are pregnancy safe. We formulate with non-toxic ingredients and adhere to the EU and FDA guidelines. We've taken every measure available to develop safe formulas, however we always recommend consulting with your physician before use.
Do your products contain any allergens?
Our products are formulated without:
- Phthalates
- Parabens
- Mineral Oil
- Formaldehyde
- Hydroquinone
- Triclosan
- Benzophenone and related compounds
- Carbon Black
- Insoluble Plastic Microbead
- Talc
- BHA
- BHT
- Petrolatum
- Paraffin
I want to suggest new products for the brand to develop. Who do I contact?
Yes! We’d love to hear from you on this. Please do reach out to us at hello@eleusiabeauty.com.
How should I contact you for press interviews or partnership opportunities?
Please reach out to hello@eleusiabeauty.com.
How do I recover my password for my account if I forget it?
If you forget your password, click on "Forgot your password?" and follow the instructions. Please reach out to hello@eleusiabeauty.com with any further questions surrounding this.
When will products be back in stock?
Sign up to be the first to know by going to the product page and clicking "EMAIL ME WHEN AVAILABLE".
It’s important to us that our community has a great experience with our products. If something didn’t work out, we’re here to help. You can return qualifying purchases for free within 30 days of receiving your order (eligibility requirements below).
Contact us to start your return or check if your order is eligible.
Please note the following about our return and refund policy:
- Eligibility: Only products purchased directly from eleusiabeauty.com are eligible for return. Purchases made through retail partners must be returned directly to the retailer. Please note that final sale items and promotional gifts are not eligible for return or refund. If your purchase included a free gift as part of a promotion, the gift must also be returned to qualify for a refund.
- Condition of Merchandise: Only unopened items in its original condition, with tags and packaging intact, is eligible for return. Items that do not meet these requirements will be declined.
- Refunds: Refunds are issued to the original form of payment once your return is received and approved. Please allow up to 10 business days from the date we receive and process your return for the refund to appear, depending on your payment provider.
- Discounts & Promotions: If you used a discount, promotion, or sale code, your refund will reflect the amount you paid, not the full retail price.
- Shipping & Taxes: Shipping fees, taxes, and duties are non-refundable.
- Damaged, Incorrect, or Missing Items: If you receive a damaged or incorrect item, or your order is missing a product, please contact us at hello@eleusiabeauty.com within 30 days of receipt so we can assist you.
- Exchanges: At this time, we do not offer direct exchanges. Please return the unwanted item for a refund and place a new order.
- Return Monitoring: Returns are handled on a case-by-case basis. We reserve the right to decline returns that do not meet our policy or if we determine the policy is being misused or taken advantage of. Ineligible items received will not be returned to you.
Still have questions? Our team is happy to help at hello@eleusiabeauty.com.