FAQ

RETURNS & SHIPPING

Q: What is your return policy?
A:  All returns must be processed within 30 days of purchase and items must be unused or very gently used. Please note that individual items belonging to sets cannot be returned, and original shipping charges are not refunded.

Q: Where do you ship?
A: Currently we only ship to U.S. states and territories.

Q: How long until my order arrives?
A: We aim to have your order processed and shipped within 24 hours, excluding orders placed on weekends. Depending on your location, your order can 1 to 5 business days to get to you. Once your order has shipped, you will receive a shipping confirmation email from us with a tracking number.

Q: What if my package could not be delivered?
A: If your package is returned to us as undeliverable, you will be issued a refund for the amount of the order minus $7.00 (USPS re-routing fee). If you choose to have your package reshipped, there will be a $6 shipping fee.

Q: What if my package arrives damaged?
A: Visible wear to the shipping box is normal, however, if damage has occurred to the items in your shipment please contact us within 14 days by sending us a message via our Contact Us page. Do not discard damaged packaging or items before the matter is resolved.

PERFORMANCE

Q: What results can I expect from the Cleanser + Conditioner System?
A: Our system was specially formulated with rich ingredients to gently remove impurities and bring elasticity, shine and moisture back to coarse, curly and chemically treated hair. You can expect better manageability, less breakage, and overall healthier hair.

Q: Why is your cleanser and conditioner sold as a set?
A: Many people use extra conditioner to make up for the striping effects of harsh shampoo. Because our cleanser is extremely gentle, you can use both the cleanser and conditioner in equal parts -- which is why it's bundled in a set. You can also buy items separately here.

Q: How long before I start seeing results?
A: Most users notice the benefits immediately, however, those with heavy buildup or chemically damaged hair may need up to two weeks to see the results.

Q: Is it suitable for colored-treated hair?
A: Yes, our system is free of sulfates, which strip hair of color and natural oils. We have chosen ingredients that help prevent fading and dryness, making our system ideal for those with colored hair.

Q: Does it work on hair that is not curly or dry?
A: Although it is safe enough to be used on any hair type, our system works best on more porous hair types.

Q: What makes ELEVYNN products different from other personal care products?
A: Many personal care products use chemical fillers and silicones, which coat hair and skin resulting in only short-term results. Our products are made with natural oils and ingredients that fill porous areas to moisturize dry hair and skin for long-term results.

Q: What makes ELEVYNN different from other natural personal care brands?
A: There are a few ways we differ. The first is that our products are made to meet the specific beauty needs of people of color. The second is that we offer a luxurious look and feel at a price much lower than competitors. And finally, while many brands claim to be “natural” yet use clever language to hide harmful ingredients, we are completely transparent about the ingredients we use.

SAFETY

Q: Are your products natural?
A: Yes, our products contain only safe naturally occurring and naturally derived ingredients. It's important to note that not all naturally occurring or naturally derived ingredients are safe. Take for example Benzyl Alcohol or Eugenol, which are naturally occurring ingredients linked to  allergic contact dermatitis.

Q: What is the difference between naturally occurring and naturally derived?
A: Good question. Naturally occurring ingredients are those found in various forms of nature such as plants, fruits and vegetables. Naturally derived ingredients are made from naturally occurring ingredients that have been isolated and enhanced in a lab to meet a specific purpose. For example, Lauryl Glucoside is naturally derived ingredient made from coconut oil and sugar that acts as a surfactant to help loosen buildup. Some argue that naturally derived ingredients do not count as truly naturally, however, without them personal care products would not be nearly as effective.

Q: What ingredients are not used in ELEVYNN products?
A: We are fully committed to never using any of the 1,300+ ingredients banned or restricted by the European Union, the 11 ingredients banned or restricted by the United States, and lastly, ingredients that yield only short-term results. Learn exactly which ingredients we will never use by visiting our Ingredient Library.

Q: Are ELEVYNN products cruelty-free, gluten-free or non-GMO?
A: Yes, our products are all cruelty, gluten-free and non-GMO.

Q: Are ELEVYNN products pH balanced?
A: Yes, our products have a pH of 4.8 – 5.5, which is the range of healthy hair and skin.

Q: Are ELEVYNN products safe to use on young children?
A: Yes, our products are made with extremely gentle ingredients that are safe enough to use on your whole family.

Q: Why is ELEVYNN concerned with safety?
A: People use personal care products day after day that contain harmful chemicals linked to cancer and other severe health issues. We want to do our part in reducing the amount of harmful chemicals that individuals and families are exposed to on a daily basis by offering them a safe, effective and affordable solution.

Q: Why is ELEVYNN concerned with transparency?
A: We believe that everyone has the right know what they put on their body. In an industry polluted with brands that use clever language to mislead consumers, we offer transparency so that consumers can rest easy when using our products.