If your order has not arrived or you believe your package has been lost or stolen, please contact us at contact@shopelive.com for assistance.

Our team will initiate a claim with the shipping carrier on your behalf. Please allow 5–10 business days for the carrier to investigate and provide an update.

Please note that submitting a claim does not guarantee a replacement or refund. All claims will be reviewed based on the carrier's investigation and applicable shipping policies.

We stand behind the quality of our products and are committed to providing a positive customer experience. If you are not completely satisfied with your purchase, you may request a refund within 30 days of your purchase date, subject to our refund policy guidelines.

Damaged or Defective Products

• If your order arrives damaged or defective, please contact us at contact@shopelive.com within 14 days of receiving your order. Include your order number in the subject line, a brief description of the issue, and clear photographs showing the damage or defect.
• Once your request has been reviewed, our team will assist you with the appropriate resolution, which may include a replacement or refund.

To initiate a refund request, please email contact@shopelive.com with your name and order number in the subject line. Include a brief explanation of the reason for your request so our team can better assist you.

Refund requests will be reviewed on a case-by-case basis and are subject to approval in accordance with our refund policy.

Please note the following:

• Shipping Fees: Original shipping charges are non-refundable, except in cases involving damaged or defective products.
• Return Shipping: If a product must be returned to Elive Curl Care, the customer is responsible for return shipping costs, unless otherwise required by law or authorized by our team.
• Refund Approval: Refunds are subject to review and approval based on the circumstances of the request and our applicable refund guidelines.

You will receive an email confirming your refund or will be contacted by one of our Customer Care representatives within 48 hours after we receive your email. 

Refunds will be issued to your credit card company or bank depending on your method of payment.  Refunds may take up to 10 business days to process. Please contact your bank or credit card company regarding the status of your refund, as it may take some time before your refund is officially posted. If after 10 business days you still have not received your refund, please contact us at contact@shopelive.com .

Customer Service hours are 9am-4pm CT Monday through Friday, excluding US national holidays. 

Elive reserves the right to verify any refund requests and request a return of the products you purchased.

Elive’s refund and return policies are subject to change. You should therefore consult contact@shopelive.com at the time of your purchase to confirm the current refund and return policy.