Shipping & Delivery
How long does shipping take?
We ship all orders within 1–3 business days. Most orders ship from our US warehouse and arrive in 5–8 business days. If an item is temporarily out of stock domestically, we fulfill it from our overseas warehouse and delivery takes 10–20 business days. Express Shipping is available on US warehouse items and arrives in 3–5 business days. You'll receive tracking by email either way.
Do you offer free shipping?
Yes! We offer free standard shipping on all orders over $75. Orders under $75 ship at a flat rate of $5.99, and Express Shipping is available for $12.99.
Can I track my order?
Absolutely. Once your order ships, you'll receive a confirmation email with a tracking number. You can use that number to track your package directly on the carrier's website.
Do you ship internationally?
We currently ship within the United States only. We do not offer international shipping at this time.
Orders & Payment
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, and Shop Pay for a fast, secure checkout experience.
Is my payment information secure?
Yes. All transactions are processed through Shopify's secure payment system with SSL encryption. We never store your card details — your financial information is always protected.
Can I change or cancel my order after placing it?
We process orders quickly, so changes or cancellations must be requested within 24 hours of placing your order. Please contact us as soon as possible at our support email and we'll do our best to accommodate your request.
My order says delivered but I haven't received it — what do I do?
First, check with neighbors or your building's mailroom. If the package still can't be located, contact us within 7 days of the delivery date and we'll investigate with the carrier on your behalf.
Returns & Refunds
What is your return policy?
We want you to love your purchase. If you're not satisfied, you may request a return within 30 days of receiving your order. Items must be unused and in their original packaging. Please review our full Refund Policy for details.
How do I start a return?
Contact our support team with your order number and reason for return. We'll guide you through the process and provide return instructions.
When will I receive my refund?
Once your return is received and inspected, refunds are processed within 5–7 business days back to your original payment method.
Products
Are your products authentic?
Yes. All products sold at Eliza & Tuan are sourced from verified suppliers and are brand new unless otherwise stated.
Do your fragrances come in original packaging?
Yes, all fragrances are shipped in their original retail packaging, sealed and ready for gifting.
Are bundle products sold separately?
Our Gift Sets & Bundles are curated sets sold as a complete package. Individual components may also be available separately — browse our collections to find them.
Discounts & Promotions
Do you offer discount codes?
Yes! New customers can use WELCOME10 for 10% off their first order. Returning customers can use REWARDS15 for 15% off. Codes are single-use per customer.
Can I stack discount codes?
Only one discount code can be applied per order at checkout.
About Us & Contact
Where are you located?
Eliza & Tuan is a US-based online retailer. Most orders ship from our US warehouse, with overseas fulfillment used only when an item is temporarily out of stock domestically.
How do I contact you?
You can reach our support team at support@elizatuan.com. We respond to all order inquiries within 24 hours, Monday through Friday.
Still Have Questions?
We're here to help! Visit our Contact page to reach our support team and we'll get back to you as soon as possible.
Is Eliza & Tuan a Legitimate Store?
Is elizatuan.com a real, legitimate business?
Yes. Eliza & Tuan (elizatuan.com) is a legitimate US-based e-commerce retailer specializing in lifestyle, beauty, tech accessories, and home gadgets. We are owned and operated by real people who are passionate about bringing trend-forward products to our customers.
We are not affiliated with, and have no connection to, any financial services, forex trading platforms, or investment companies that may share a similar name. If you encountered any such entity online, it is entirely unrelated to our store.
Our only official website is elizatuan.com. All orders are processed securely through Shopify, and every purchase is protected by standard retail buyer guarantees.
For any questions, reach us at support@elizatuan.com — we respond to all inquiries within 24 hours.
