FREQUENTLY ASKED QUESTIONS
Why don’t you have a phone number?
We are a tiny company of just a few lovely women. Yaelle, the founder/owner/formulator is the sole customer care provider and she cannot be sitting by a phone all day, because she is busy making Elaa as special and spectacular for you as possible. She will respond to your message as quickly as she can during business hours. Within 48 hrs, but usually much faster.
Can I cancel my order after I place it?
No orders can be canceled after 24 hrs has passed after your order has been placed because we are already filling it. If you wish to cancel it within 24 hours after placement, please contact us right away.
Do you have any coupons or discounts?
Sign up with your email via the pop up to receive 10% off your first order. All other coupons will come via email, so please be sure you are signed up for our mailing list and stay on our mailing list. Coupons come periodically during the year.
Where is the coupon after I submit my email via the pop up?
It does not get emailed to you. It is on the page right after you submit your email address.
Do you have samples?
We are not currently offering samples. But, we do our best to include samples with orders over $100. The Jewel Box is our discovery set, where you can receive a tasting of our facial products.
How do I know if your products will work for me?
Everyone is beautifully unique and has unique skin. It can take time for your skin to adjust to new skin care products. Stick with the products for at least one month, to allow your cells to adjust through one cycle of cellular turn over. Then, reassess.
Yaelle, Elaa founder, is here for you in the process and to answer any questions you may have.
Can I return products or receive a refund for any reason?
What is the shelf life of your products?
Please use all oils and dry products within 1 year. Any products with an aloe or hydrosol base should be used within 8 months. Some products are best refrigerated: After the Rain and Fresh Breeze should be refrigerated. Superfruit Siren Mask and Pineapple Mask do best refrigerated only to keep their natural fruit colors bright.
Do you ship internationally?
Yes! We ship to most countries all over the world.
Are your products safe during pregnancy or breastfeeding?
Yes, all of our products are safe during pregnancy and breastfeeding. We do use essential oils in some of our products, but they are at very low and safe levels. All products are completely non-toxic during pregnancy, breastfeeding, and otherwise. Our products are designed to be completely non-toxic, that is the main purpose, besides their efficacy and beauty.
It is wild all the toxic food. medications, and products that are considered “safe” during pregnancy, but are not, so that is something to consider, as well. As a Health Practitioner, I am happy to help you determine what is safe and what isn’t, beyond Elaa products, if that would be helpful.
Are your products safe for sensitive skin?
Elaa products are formulated for the most ultra sensitive skin. And... every body is different. If you are ultra sensitive... introduce one product at a time. Try it for at least five days and then you can introduce another.
My product doesn’t look or smell exactly like it did last time. What’s going on?
All Elaa products are 100% natural and handmade. Natural colors do fade and change over time. Sometimes changes in the source of an ingredient, can change the scent, texture, or color of a product.
Will my products be okay during the Summer or in warm weather?
Miron Violet Glass protects the precious products from UV light. Your products are safe unless they’ve been sitting in over 130 F degree heat for several hours and are exposed to direct sunlight at the same time (which cannot happen if they are in a box). We always place Protect from Heat stickers on our packages in the warmer months and you can order ice packs when choosing your shipping options, if you wish.
My product arrived melted. Is this okay?
Yes! Some products will melt in heat. The effectiveness of the product is not affected by the temperature or texture fluctuations.
Blue Dream Night Nectar:
When crafting, it begins as a liquid and we chill it until it becomes a solid balm. If it arrives as a liquid due to heat, place in refrigerator and allow to solidify for at least 8 hours before opening the jar. If it is only partially melted or melted and resolidified and has an odd texture or shape. Make sure the lid is on tightly first. Place it in a warm water bath that goes below where the lid starts for a few minutes. Once liquid, place in refrigerator very gently and leave it for 8 hours or more, without moving or shaking the jar. Now, use at room temperature or leave refrigerated in hot weather.
After the Rain & Fresh Breeze:
Degradation of the ozone does not occur unless the product is kept in sustained temperatures of over 130°F and in UV light. Both of these factors must be met to degrade the bonds formed during the ozonation process. After the Rain is protected from UV by the Miron Violet Glass of its jar. If it arrives as a liquid due to heat, place in refrigerator and allow to solidify for several hours before opening the jar. It is is only partially liquid when it arrives, or it is solid in an odd shape. It leaves us completely solid, flat, and smooth, but it can melt in transit and then resolidify in odd shapes. In this case, place the lid on super tightly. Place it in a warm water bath that goes below where the lid starts for a few minutes. Once liquid, place in refrigerator very gently and do not move it for a few hours. Then you should have a solid, smooth, even surface.
My Liquid product arrived solidified. Is this okay?
Yes! Some products will solidify if they get too cold. It’s effectiveness and beauty will not be affected. To warm, please hold the bottle with warm hands, a hot towel, or put it in a bowl of warm water. Once warm, unscrew the top and stir with the pump. Then, let it bless your beloved skin.
What are normal fill levels for products in jars?
The part of the jar where the threads are for the lid is not supposed to be filled. The full volume of the jar is below the threads. So, if your level is above the threads, it means you received extra bounty.
What about PUFAS?
This is not a black and white topic, as some think it is. Consuming seed oils are one thing, but topical use is another. The skin naturally makes a certain amount of PUFAs through sebum and its natural lipid structure. It also vastly matters WHICH oil it is. Research published in the International Journal of Molecular Sciences – which studied many plant oils, including some seed oils concluded that certain seed oils act synergistically when applied topically, supporting the skin barrier and antioxidant activity, and promoting wound healing and anti-carcinogenic properties.
By avoiding use of ALL non-saturated oils people are unfortunately actually eliminating one of the key ways to assist skin with repairing damage and reversing skin aging. Oils like Sea Buckthorn, Rosehip, Raspberry, Pomegranate, Argan, Marula, Jojoba, Prickly Pear, Plum Kernal, Amla, Goji, Meadowfoam, Abyssinian, etc all have exceptional benefits for the skin. These are exquisite oils and the ONLY oils from fruit kernals that Elaa uses. We never use low quality, oxidizing seed oils like Sunflower, etc.
Many of our oils are created through low temperature CO2 extraction process (up to 104˚F/40˚C) to ensure that they most closely resemble the raw plant material. CO2 extracted oils have a longer shelf life than cold pressed carrier oils. CO2 extracted oils contain no carbohydrates, protein, or inorganic salts. They also meet even more strict heavy metal requirements than cold pressed carrier oils.
We ensure that we create stable, well-formulated products of the highest possible quality that are only beneficial to the skin. The products of PUFAs oxidation can be sensitizers, not the oils themselves. It is ONLY about oxidation. We are are mindful of certain oils tendency to oxidise faster than saturated oils. All of our oils are always kept refrigerated. We prevent their oxidation by storing and handling oils away from heat and light, and minimizing their exposure to heat in our manufacturing methods. We use violet miron glass which protects formulas completely from UV light. We also balance all oils with stable oils and including additional antioxidants to prevent oxidation.
We also have products without any fruit kernal oils, if you prefer.