Frequently Asked Questions (FAQs)
Returns & Refunds
What is your return policy?
You may return most new, unused items in their original packaging within 30 days of delivery. Some product categories have specific conditions.
What items cannot be returned?
For health and safety reasons, jewelry and personal accessories must be returned clean and unworn. We cannot accept any items that show signs of wear, damage, or are not in their original packaging.
What if my item is defective or arrived damaged?
Please report any defects or damage within 48 hours of delivery. Email clear photos and your order number to contact@elorofficial.com
. We will review your case and, if approved, guide you through the return process.
Do I have to pay for return shipping?
Yes, return shipping is the customer’s responsibility unless the item is defective or incorrect. Original shipping fees are non-refundable.
How do I start a return?
Email contact@elorofficial.com
with your order number, the items you wish to return, and the reason.
Our team will reply within 24 hours with a Return Authorization and the correct shipping address.
Ship the item back using a trackable method and keep your proof of postage.
Important: Never ship a return to the sender's address on the package, as we will be unable to process it.
How long does a refund take?
Once we receive your return, we will inspect it and process it within 7 business days. After approval, refunds are issued to your original payment method within 14 days of approval. Please allow additional time for the refund to appear in your bank or credit card account.
Orders & Shipping
Can I cancel my order?
You have the right to cancel your order within 14 days of delivery by following our standard return procedure. If your order has already shipped, please wait to receive it and then initiate a return.
My order is international. Does the return policy still apply?
Yes. While international shipments may take longer to arrive, your 30-day return window begins on the date of delivery.
Contact Us
Company Name: Elorofficial (Trading as Aetherwave Holdings LLC)
Physical Address: 1209 Mountain Rd Pl NE Ste N, Albuquerque, NM 87110, USA
Email: contact@elorofficial.com
Customer Service Hours:
Monday – Friday: 09:00 – 18:00 CET/CEST (03:00 – 12:00 ET / 00:00 – 09:00 PT)
Saturday: 10:00 – 14:00 CET/CEST (04:00 – 08:00 ET / 01:00 – 05:00 PT)
Sunday: Closed
We aim to respond to all inquiries within 24 hours. You can also reach us instantly via the chat widget on our website.