Help centre
Track your order
Where to find your tracking link, what each update means, and what to do if your parcel stops moving.
Find your tracking
Quickest
Your dispatch email
When your parcel leaves the warehouse, we email you a tracking link. Open it to see live updates from the carrier.
Can't find it? Search your inbox and spam for "Elurelia" or your order number.
Or
Your account
Sign in with the email you ordered with and open Orders. Each order shows its status and, once dispatched, its tracking link.
Sign in to your account
Your carrier
All our EU orders travel with FedEx
The carrier is chosen automatically for your delivery region, so we can't switch to a different courier. You can also enter the tracking number from your dispatch email directly on FedEx's site.
Track on FedEx →
Ordered in the last 2 working days? Your order may not have been dispatched yet, so there's no tracking link to send. It will arrive by email as soon as the parcel leaves.
What each update means
Carriers word things differently, but every parcel goes through these stages. Tap one for what it means and whether you need to do anything.
We've received your order and payment. You'll get a confirmation email with your order number.
Nothing to do. Keep the email; it has your order number.
Is my parcel late?
Delivering to
Estimates count working days only (Monday to Friday) and don't include public holidays. Full times by country are on Shipping.
If something goes wrong
No tracking email
Orders are dispatched within 2 working days. After that, check spam and promotions folders, or sign in to your account. Still nothing? Email us.
Tracking hasn't moved
Gaps of a few days are normal in transit. If there's been no update for more than a week, tell us and we'll chase the carrier for you.
Says delivered, but it isn't
Check with neighbours, your mailroom and any nearby pickup point, and wait 24 hours, as scans sometimes come early. Then email us and we'll open a claim.
Delivery attempted / missed
Follow the FedEx notice or tracking page to rebook, or collect from the pickup point before the deadline shown.
Returned to sender
Usually a wrong or incomplete address, or an uncollected parcel. Email us; we'll confirm the address and resend or refund.
Arrived damaged or leaking
Photograph it and email us. We replace it free, and you don't need to post the damaged one back.
Island or offshore address
Our warehouse ships to mainland addresses only. If an order was placed to an island address, we'll cancel and refund it in full.
Your 30-day right
If your order hasn't arrived within 30 days of purchase, you can cancel it and we refund you in full, delivery included. That's your right under EU law, and we'll apply it without argument. See Returns & refunds.
Still can't find it?
Email your order number and the email you ordered with. We reply within one working day.
Email about my order